The impact of social and temporal job demands and resources on emotional exhaustion and turnover intention among flight attendants

Schiffinger, Michael and Braun, Sandra Martina (2020) The impact of social and temporal job demands and resources on emotional exhaustion and turnover intention among flight attendants. Journal of Human Resources in Hospitality and Tourism, 19 (2). pp. 196-219. ISSN 1533-2853

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Abstract

Based on a survey among flight attendants from a DACH-country-based airline, this study examines the effects and relative importance of social and temporal determinants of emotional exhaustion and turnover intention. Results suggest that scheduling satisfaction is the most influential predictor of both emotional exhaustion and turnover intention, followed by time pressure and surface acting for emotional Exhaustion and surface acting and organizational support for turnover intention. From a practical standpoint, these results thus suggest that the most important predictors of emotional exhaustion and turnover intention can be shaped and influenced quite well by management.

Item Type: Article
Keywords: Conservation of resources theory; dominance analysis; emotional exhaustion; emotional labor; flight attendants; job demandsresources model; scheduling satisfaction; tourism frontline staff; turnover intention
Divisions: Departments > Management > Verhaltenswiss. orientiertes Management
Kompetenzzentren > Empirische Forschungsmethoden
Version of the Document: Published
Depositing User: Gertraud Novotny
Date Deposited: 27 Jan 2020 10:30
Last Modified: 05 Mar 2020 08:29
FIDES Link: https://bach.wu.ac.at/d/research/results/93979/
URI: https://epub.wu.ac.at/id/eprint/7467

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