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K. A. Weatherly and D. A. Tansik, “Managing Multiple Demands: A Role-Theory Examination of the Behaviors of Customer Contact Service Workers,” Service Marketing and Management, Vol. 2, 1993, pp. 279-300.

has been cited by the following article:

• TITLE: The Social Dimension of Service Workers’ Job Satisfaction: The Perspective of Flight Attendants

  AUTHORS: Chongho Lee, Myungsook An, Yonghwi Noh

  KEYWORDS: Job Satisfaction; Social Dimension; Service Workers; Job Performance; Flight Attendants

  JOURNAL NAME: Journal of Service Science and Management, Vol.5 No.2, May 23, 2012

  ABSTRACT: The purpose of this study is to investigate the social dimension as a factor which affects service workers’ job satisfaction and the relationship between their job satisfaction and positive affectivity. This study surveyed 450 flight attendants of a major global airline. The results suggest that job satisfaction of flight attendants consists of four main factors: job itself (job motivation, job characteristic, authority, and responsibility), job environment (working condition, supervision, and coworkers), organizational characteristics (wage and employment stability, promotion, and organizational policy), and social dimension (occupational prestige, organizational reputation, and corporate social responsibility). The results also show that flight attendants’ job satisfaction significantly affects their positive affectivity. These results imply that the service organizations such as airline companies need to pay close attention to the social dimension as a factor of job satisfaction to improve service performance.