Supervisor incivility, job insecurity, and service performance among flight attendants: the buffering role of co-worker support

2021 ◽  
pp. 1-18
Author(s):  
Yuhyung Shin ◽  
Eun Ju Lee ◽  
Won-Moo Hur
Keyword(s):  
Job Insecurity ◽  
Service Performance ◽  
Flight Attendants ◽  
Worker Support

scholarly journals Does Voice Benefit or Harm Occupational Well‐Being? The Role of Job Insecurity

2021 ◽  
Author(s):  
Laura Frederike Röllmann ◽  
Mona Weiss ◽  
Hannes Zacher
Keyword(s):  
Job Insecurity ◽  
Well Being

Heeft coping een invloed op (de relatie tussen) baanonzekerheid, welzijn en arbeidstevredenheid?

2006 ◽  
Vol 19 (2) ◽  
Author(s):  
Katrien Bohets ◽  
Hans De Witte
Keyword(s):  
Job Satisfaction ◽  
Job Insecurity ◽  
Well Being ◽  
Job Characteristics ◽  
The Relationship ◽  
Moderating Role ◽  
Coping Behaviours

Does coping affect (the relationship between) job insecurity, well-being and job satisfaction? Does coping affect (the relationship between) job insecurity, well-being and job satisfaction? Katrien Bohets & Hans De Witte, Gedrag & Organisatie, Volume 19, Juni 2006, nr. 2, pp. 113. The consequences of both quantitative and qualitative job insecurity on well-being and job satisfaction are analysed. Quantitative job insecurity refers to the continuity of the actual job, whereas qualitative job insecurity refers to the continuity of valued job characteristics. The association of both kinds of insecurity with emotion-focused coping (avoidance) is studied, as well as the moderating role of problem-focused coping in the relation between job insecurity, satisfaction and well-being. Data of 568 employees from 23 companies are used to test the hypotheses. The results show that both forms of job insecurity are associated with a decrease in well-being and job satisfaction, as expected. Job insecurity is also associated with an increase in avoidance behaviours (emotion-focused coping) and with a decrease in problem-focused coping behaviours. Problem-focused coping (and avoidance) do not moderate the relationship between job insecurity, satisfaction and well-being.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

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