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http://dx.doi.org/10.9723/jksiis.2021.26.6.097

The Effect of Flight Attendant's Psychological Empowerment on the Service Behavior 'by and beyond' CSM  

Lee, SooKyoung (중부대학교 항공서비스학전공)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.26, no.6, 2021 , pp. 97-118 More about this Journal
Abstract
This study empirically examines the effect of the psychological empowerment of airline cabin crews on customer-focused job performance attitude, service behavior by CSM, and service behavior beyond CSM. The research model and associated hypotheses were verified with the structural equation model. The findings of the study reveal that psychological empowerment has a effect on customer-focused job performance attitude and service behavior by CSM, but no effect on service behavior beyond CSM. And it is also shown that customer-focused job performance attitude has an effect on service behavior by CSM but no effect on service behavior beyond CSM. In addition, customer-focused job performance attitude shows a mediating effect between psychological empowerment and service behavior by CSM. On the other hand, it is analyzed that there is no mediating effect between psychological empowerment and service behavior beyond CSM. This study implies that the psychological empowerment and customer-focused job performance attitude of cabin crews are important at point of contact with customers to improve service quality, and psychological empowerment reinforces service behavior by CSM on the premise of customer-focused job performance attitude.
Keywords
psychological empowerment; customer-focused job performance attitude; service behavior by CSM; service behavior beyond CSM;
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