天空中的幽默：机组人员面对乘客不当行为时使用的攻击性和攻击性幽默

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-09-19 DOI:10.1108/jstp-03-2022-0060

P. Curșeu, ANDREEA-GEORGIANA Gheorghe, M. Bria, I. Negrea

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引用次数: 1

摘要

目的首次尝试检验幽默在乘务员不守规矩的乘客行为与职业压力之间的中介作用。设计/方法/方法本研究采用经验抽样设计来调查航空服务提供中频繁的工作麻烦，即不守规矩的乘客行为（UPB）与空乘人员所经历的压力之间的关系。多层次分析结果表明，UPB与客舱乘务员攻击性幽默的使用呈正相关，与依恋性幽默的应用呈负相关。此外，幽默调节了乘客不守规矩的行为和压力之间的关系。此外，研究结果表明，作为个人资源的一般自我效能感缓冲了乘客不当行为与攻击性幽默使用之间的联系。独创性/价值本研究是第一次实证研究幽默在航空服务员工不文明客户行为和压力之间的中介作用。

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Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

PurposeThe authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.Design/methodology/approachThis study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants.FindingsThe results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor.Originality/valueThis study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.