The influences of internal service quality and job standardization on job satisfaction with supports as mediators: flight attendants at branch workplace

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Title:	The influences of internal service quality and job standardization on job satisfaction with supports as mediators: flight attendants at branch workplace
Authors:	Chiang, Chun-Fang Wu, Kuo-Ping
Contributors:	觀光事業學系
Keywords:	customer orientation flight attendant internal service quality job satisfaction job standardization supervisor and co-worker support
Date:	2014
Issue Date:	2015-01-27 15:12:10 (UTC+8)
Abstract:	Service organizations commonly achieve job satisfaction through internal service quality (ISQ), job standardization, and enhanced customer orientation. However, unlike employees working at headquarters, branch employees do not have access to timely responses and organizational support. This study, using flight attendants working offsite as research samples, looked at how workplace supervisor and co-worker support mediate ISQ and job standardization that contribute to job satisfaction. The results indicated that ISQ and job standardization in branch offices may, directly or indirectly, affect job satisfaction through support from supervisors and co-workers, which strengthened customer orientation. ISQ had a higher impact on supervisor support than on co-worker support, and job standardization had a higher impact on co-worker support than on supervisor support. Based on these findings, a customer-oriented model was established for the branches, and a number of suggestions on theory and managerial implementation were proposed.
Relation:	INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT 卷: 25 期: 19 頁碼: 2644-2666
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] periodical articles

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