Antecedents and consequences of flight attendants' job satisfaction

YuKyoung Kim and Ki-Joon Back

The Service Industries Journal, 2012, vol. 32, issue 16, 2565-2584

Abstract: Flight attendants' working conditions are harsh due to frequent night shifts, long shifts, and long sequences. This study sought to identify the antecedents and consequences of flight attendants' job satisfaction and assess the significant relationships among the study variables. Two hundred and twelve flight attendants in South Korea airlines were randomly chosen. Significant antecedents of job satisfaction were revealed to be self-efficacy and perceived benefits of organizational support. The indirect effect of emotional dissonance via burnout on job satisfaction was significant, and the significant positive effect of job satisfaction on organizational commitment was confirmed. Findings may guide employers in developing internal marketing strategies, including more effective benefit and reward systems, and career development programmes.

Date: 2012
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DOI: 10.1080/02642069.2011.593169

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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