Service Innovative Behavior in the Aviation Industry: An Empirical Study of the Contribution of Perceived Organizational Support

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F21%3A63528838" target="_blank" >RIV/70883521:28120/21:63528838 - isvavai.cz</a>
Result on the web
<a href="https://ajmi.stamford.edu/index.php/ajmi/article/view/205" target="_blank" >https://ajmi.stamford.edu/index.php/ajmi/article/view/205</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.14456/ajmi.2021.5" target="_blank" >10.14456/ajmi.2021.5</a>

Result language
angličtina
Original language name
Service Innovative Behavior in the Aviation Industry: An Empirical Study of the Contribution of Perceived Organizational Support
Original language description
This research study aims to investigate the extent to which perceived organizational support shapes extra-role behaviors in performing daily tasks in the airline industry. Unlike most previous studies on this topic, which mainly focus on the organizational level, the focus in this study is on the individual level. To test the hypothesis, a questionnaire, surveyed 233 flight attendants from several Vietnamese airlines. Data was analyzed by employing structural equation model. The findings indicate that flight attendants’ perceived organizational support enhances work engagement and that both have a significant positive significant effect on affective commitment. It was also found that affective commitment engenders innovative behaviors in terms of service quality. Moreover, perceived organizational support has a direct effect on service innovative behavior support. The empirical results and the managerial implications discussed contribute to the literature on flight attendant behavior.
Czech name
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Czech description
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Publication year
2021
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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