The Social Dimension of Service Workers' Job Satisfaction: The Perspective of Flight Attendants

Published on Jun 18, 2012in Journal of Service Science and Management
· DOI :10.4236/JSSM.2012.52020
Chongho Lee3
Estimated H-index: 3
,
Myungsook An3
Estimated H-index: 3
,
Yonghwi Noh3
Estimated H-index: 3
Sources
Abstract
The purpose of this study is to investigate the social dimension as a factor which affects service workers’ job satisfaction and the relationship between their job satisfaction and positive affectivity. This study surveyed 450 flight attendants of a major global airline. The results suggest that job satisfaction of flight attendants consists of four main factors: job itself (job motivation, job characteristic, authority, and responsibility), job environment (working condition, supervision, and coworkers), organizational characteristics (wage and employment stability, promotion, and organizational policy), and social dimension (occupational prestige, organizational reputation, and corporate social responsibility). The results also show that flight attendants’ job satisfaction significantly affects their positive affectivity. These results imply that the service organizations such as airline companies need to pay close attention to the social dimension as a factor of job satisfaction to improve service performance.
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