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

Ching Fu Chen, Ya Ling Kao

Research output: Contribution to journalArticlepeer-review

13 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 languageEnglish
Pages (from-to)58-66
Number of pages9
JournalTourism Management
Volume44
DOIs
Publication statusPublished - 2014 Oct

All Science Journal Classification (ASJC) codes

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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