Airline Cabin Crew Members’ Ambidexterity as the Sustainable Attitude for Prosocial Passenger Service

The current study aims to explore the intrinsic and extrinsic motivators for cabin crew members’ ambidexterity and to investigate the influence of ambidexterity on prosocial service behavior. The authors employed PLS-SEM to examine the model, using 428 valid samples from cabin crew members, their pu...

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Bibliographic Details
Published in:Sustainability 2023-01, Vol.15 (1), p.242
Main Authors: Choi, Hyung-Min, Kessler, Daniel
Format: Article
Language:English
Subjects:
Air travel
Aircraft compartments
Airline passengers
Airlines
Aviation
Behavior
Customer relations
Employees
Employment security
Empowerment
Exploitation
Flexibility
Flight crews
Hypotheses
Left- and right-handedness
Motivation
Officials and employees
Passenger services
Passengers
Psychological aspects
Psychological research
Sustainability
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Summary:The current study aims to explore the intrinsic and extrinsic motivators for cabin crew members’ ambidexterity and to investigate the influence of ambidexterity on prosocial service behavior. The authors employed PLS-SEM to examine the model, using 428 valid samples from cabin crew members, their pursers, and managers working for airlines in South Korea. The study found that challenge, empowerment, and learning goal orientation, among the four dimensions of the intrinsic motivators, have positive and significant influences on cabin crew members’ ambidexterity. The findings also demonstrate that only service climate, among the three extrinsic motivators studied, is associated with ambidexterity. Moreover, the findings reveal a strong relationship between cabin crew members’ ambidexterity and prosocial service behaviors. Based on the findings, the authors addressed theoretical and practical implications related to sustainability literature and the industry.
ISSN:2071-1050
2071-1050
DOI:10.3390/su15010242