The Impact of Job Stress of the Cabin Crew on the Service Quality During COVID-19 era

• 영문명: The Impact of Job Stress of the Cabin Crew on the Service Quality During COVID-19 era
• 발행기관: 한국유통과학회
• 저자명: Ri-Hyun SHIN Ki-Woong KIM Suk-Hoon CHUNG
• 간행물 정보: 『유통과학연구(JDS)』제22권 제5호, 117~129쪽, 전체 13쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2024.05.30

영문 초록

Purpose: This research aims to explore the ramifications of job stress on cabin crews within the air service distribution sector, specifically examining its impact on service quality through mediating variables such as job satisfaction and engagement during the pandemic era. Research design, data and methodology: The study is based on a sample size of 312 individuals, exclusively comprising cabin crews employed in the airline industry. Methodologically, Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed for statistical analysis. Results: The findings reveal that both performance evaluation and job responsibility exerted a significant impact on both job satisfaction and job engagement. Furthermore, job engagement demonstrated a substantial influence on service quality. However, in contrast, factors like unstable employment and the working environment showed no significant impact on either job satisfaction or engagement. Additionally, job satisfaction did not exert a significant influence on service quality. Conclusions: These insights will offer the valuable guidance to the airline industry in preparing for unforeseen external environments that may affect the industry. As the aviation sector navigates the challenges posed by the pandemic, understanding and addressing the intricate relationships among job stress, satisfaction, engagement, and service quality will be crucial for effective industry resilience and adaptation.

목차

1. Introduction

2. Literature Review

3. Methodology

4. Findings

5. Conclusion and Implications

References

키워드

Job Stress Factors Unstable Employment Performance Evaluation Job Responsibility Working Environment Service Distribution Job Satisfaction Job Engagement Service Quality