Journal
TOURISM MANAGEMENT
Volume 44, Issue -, Pages 58-66Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.tourman.2014.02.012
Keywords
Personality; Work motivation; Service climate; Social support; Service performance; Flight attendants
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As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables 'proactive personality' and 'service performance'. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between 'proactive personality' and 'service performance' is moderated by other variables, namely 'social support' and 'service climate'. Another variable 'intrinsic motivation' is found to be important when a low 'service climate' would otherwise inhibit service performance. The implications of the research findings are provided and discussed. (C) 2014 Elsevier Ltd. All rights reserved.
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