Linking cabin crew’s motivation to service performance: The mediating role of ambidextrous behavior?

Authors

ผศ.ดร.เจริญชัย เอกมาไพศาล, น.ส.แพร สินธุวงศ์, น.ส.สิริพร เขตเจนการ

Published

ABAC Journal

Abstract

This study aims to investigate the effect of two types of motivation (intrinsic and extrinsic motivations) on the ambidextrous behavior of cabin crew. Ambidextrous behavior refers to the capability of the cabin crew members to engage in and alternate between opposing activities (ie, exploitation and exploration), leading to better service performance. Data were collected using a self-administered questionnaire disseminated to 569 cabin crew members working in commercial, Asia-based airlines. Results confirmed that both types of motivation were positively related to individuals’ ambidexterity. Additionally, cabin crew members who pursue both exploration and exploitation activities in managing their time and resources, exhibit positive service performance. The mediating role of ambidextrous behavior was also supported. The benefits of this study can be used as a reference for the selection, training, and development, as well as the evaluation, of cabin crew members who must perform ambidextrous behavior to improve their service performance.

(2564). ปัจจัยที่ส่งผลต่อความสำเร็จของการสร้างเครือข่ายการจัดการศึกษาโรงเรียนผู้สูงอายุ. วารสาร มจร สังคมศาสตร์ปริทัศน์, 10(1), 195-209.