The Relationship Between Organizational Climate, Organizational Commitment, Organizational Citizenship Behavior and Service performance- A comparison of two Different Cabin Crew Job Positions - (항공사 객실팀의 조직분위기, 조직몰입, 조직시민행동 및 서비스수행 결과 간의 영향 연구- 승무원 직급 차이 비교 분석 -)

Park, Hye-Jung (박혜정); Seongseop Kim (김성섭); 김영미; Kim Mi Ju (김미주)

The Relationship Between Organizational Climate, Organizational Commitment, Organizational Citizenship Behavior and Service performance- A comparison of two Different Cabin Crew Job Positions -

Journal of Tourism Sciences
Abbr : JTS
2009, 33(6), pp.367-389
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

Park, Hye-Jung ¹, Seongseop Kim ², 김영미 ², Kim Mi Ju ²

¹수원과학대
²세종대학교

Accredited

ABSTRACT

This study attempts to explore the differences of two fight attendant groups(i.e.,. a general flight attendant group and a purser group) in terms of the relationship between organizational climate, organizational commitment, organizational citizenship behavior and service performance. A total of 510 samples were conveniently selected from Korea Air cabin teams in 2009. Results found that for both of the groups, organizational climate have a significant impact on organizational commitment. In addition, all the five citizenship behaviors were influenced by organizational commitment among the general flight attendants, while only three citizenship behaviors were impacted by organizational commitment among the purser group. Furthermore, service performance was influenced by all the five citizenship behavior among the general flight attendant group, while only three citizenship factors impacted on the service performance among the purser group.

KEYWORDS

service performance, organizational climate, organizational commitment, organizational citizenship behavior

Citation status

* References for papers published after 2023 are currently being built.

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