Relationships among service climate, psychological contract, work engagement and service performance

被引：26
|
作者：
Yeh, Ching-Wen [1 ]
机构：
[1] China Univ Sci & Technol, Dept Business Adm, Taipei 115, Taiwan
来源：
JOURNAL OF AIR TRANSPORT MANAGEMENT | 2012年 / 25卷
关键词：
Service climate; Psychological contracts; Work engagement; Cue perception ability; BEHAVIOR; WORKPLACE; MODEL;
D O I：
10.1016/j.jairtraman.2012.08.011
中图分类号：
U [交通运输];
学科分类号：
08 ; 0823 ;
摘要：
The paper identifies relationships between cabin service directors and flight attendants and service climate, psychological contracts, work engagement, service performance and cue perception ability. We find that relational psychological contracts have a positive influence on work engagement; transactional psychological contracts have a negative influence on work engagement; work engagement has a positive influence on service performance; work engagement mediates the relationship between relational psychological contracts and service performance; service climate has a positive influence on service performance; and cue perception ability moderates the relationship between work engagement and service performance. (C) 2012 Elsevier Ltd. All rights reserved.
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页码：67 / 70
页数：4
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