بررسی اثرات تعدیل کننده محیط زیست خدماتی بر سرمایه روان شناختی، مشارکت کاری و رفتار خدمتی در میان مسئولین پرواز

This study aims to validate the mediating process of “psychological capital-work engagement-service behavior”, and examines the moderated mediating effect of service climate. By questionnaire survey, this study investigated 375 flight attendants of China Airlines based in Taiwan, and validated the hypotheses through hierarchical regression analysis. The results showed that flight attendants with high psychological capital tend to show more work engagement and better service behavior. Moreover, work engagement is the mediator between psychological capital and service behavior. According to the moderated mediating result, the impact of service climate in the mediating process is originated from the positive relationship of service climate with work engagement and service behavior. In other words, the mediating the effect of work engagement changes with service climate. Finally, based on the research findings, this study proposes managerial implications as reference for internal marketing of airlines.