Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants

Ching Fu Chen; Ya Ling Kao

doi:10.1016/j.tourman.2014.02.012

Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants

Ching Fu Chen, Ya Ling Kao

Department of Transportation and Communication Management Science

Research output: Contribution to journal › Article › peer-review

32 Citations (Scopus)

Abstract

As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables 'proactive personality' and 'service performance'. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between 'proactive personality' and 'service performance' is moderated by other variables, namely 'social support' and 'service climate'. Another variable 'intrinsic motivation' is found to be important when a low 'service climate' would otherwise inhibit service performance. The implications of the research findings are provided and discussed.

Original language	English
Pages (from-to)	58-66
Number of pages	9
Journal	Tourism Management
Volume	44
DOIs	https://doi.org/10.1016/j.tourman.2014.02.012
Publication status	Published - 2014 Oct

All Science Journal Classification (ASJC) codes

Development
Transportation
Tourism, Leisure and Hospitality Management
Strategy and Management

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10.1016/j.tourman.2014.02.012

Cite this

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title = "Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants",

abstract = "As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables 'proactive personality' and 'service performance'. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between 'proactive personality' and 'service performance' is moderated by other variables, namely 'social support' and 'service climate'. Another variable 'intrinsic motivation' is found to be important when a low 'service climate' would otherwise inhibit service performance. The implications of the research findings are provided and discussed.",

author = "Chen, {Ching Fu} and Kao, {Ya Ling}",

note = "Funding Information: The authors thank Professor Lisa M. Penney for fruitful discussions. This work is supported by the National Science Council, Taiwan , under grant No. NSC 100-2410-H-006-071-MY2 . Professor Chris Ryan and three anonymous reviewers provided helpful comments on this paper. ",

year = "2014",

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doi = "10.1016/j.tourman.2014.02.012",

language = "English",

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T1 - Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants

AU - Chen, Ching Fu

AU - Kao, Ya Ling

N1 - Funding Information: The authors thank Professor Lisa M. Penney for fruitful discussions. This work is supported by the National Science Council, Taiwan , under grant No. NSC 100-2410-H-006-071-MY2 . Professor Chris Ryan and three anonymous reviewers provided helpful comments on this paper.

PY - 2014/10

Y1 - 2014/10

N2 - As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables 'proactive personality' and 'service performance'. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between 'proactive personality' and 'service performance' is moderated by other variables, namely 'social support' and 'service climate'. Another variable 'intrinsic motivation' is found to be important when a low 'service climate' would otherwise inhibit service performance. The implications of the research findings are provided and discussed.

AB - As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables 'proactive personality' and 'service performance'. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between 'proactive personality' and 'service performance' is moderated by other variables, namely 'social support' and 'service climate'. Another variable 'intrinsic motivation' is found to be important when a low 'service climate' would otherwise inhibit service performance. The implications of the research findings are provided and discussed.

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JO - Tourism Management

JF - Tourism Management

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Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants

Abstract

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