دانلود رایگان مقاله کیفیت خدمات و مکانیسم غیر حقوق و دستمزد برای شرکت هواپیمایی در تایوان

abstract

Based on the affective events theory (AET), this study demonstrates how family-supportive organization perceptions (FSOP) and psychological detachment predict strain symptoms (the need for recovery and emotional exhaustion) and how the strain symptoms influence service quality. With data collected by convenience sampling from 206 airline employees, our results show that FSOP negatively influence strain symptoms, while psychological detachment mediates the relation between FSOP and the need for recovery. Although the need for recovery has no significant relation with service quality, emotional exhaustion does have a significantly negative association with service quality. Our contributions are more comprehensive for the literature on human resources, organizational behavior, and airline transportation. Moreover, based on the theory, our research fills the gap between FSOP and service quality by adding the strain symptoms as important mediation variables. The results can also be put to practical use on employment policies, such as retaining excellent employees in an organization and increasing an organization's competition advantages. The results may also apply to human resource management (HRM) and present that improvement in service quality is the most important competitive ability for the airline industry

5. Discussion

Our research shows that FSOP are very important, when people are concerned about how to decrease strain symptoms, and can further influence service quality. Compared with other research studies on service quality in Taiwan (Wu and Cheng, 2013; Chen and Hu, 2013), which just focused on the tangible antecedent variables and outcomes of service quality, our research contributes to knowledge relating to the airline industry by extending the research on FSOP, psychological mechanism, and service quality. First, our research discovers that FSOP not only negatively affect the need for recovery, but also impact emotions negatively. FSOP indicate that employees perceive that their supervisor or firms support families in many ways, like providing employees with flexible time to work, family leave, and elder care.