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Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity

Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew me...

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Detalles Bibliográficos
Autores principales: Park, Jungyi, Hyun, Sunghyup Sean
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8296227/
https://www.ncbi.nlm.nih.gov/pubmed/34199315
http://dx.doi.org/10.3390/ijerph18126417
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author Park, Jungyi
Hyun, Sunghyup Sean
author_facet Park, Jungyi
Hyun, Sunghyup Sean
author_sort Park, Jungyi
collection PubMed
description Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew members’ empathy toward their colleagues. We also analyzed the effect of empathy on variables such as team performance, organizational atmosphere, and instances of irregularity. We analyzed 230 samples obtained from an online questionnaire and convenience sampling of full-service domestic and international carriers in South Korea. A structural equation modeling (SEM) revealed that uncommonly attentive behavior, courteous behavior, connecting behavior, and information-sharing behavior showed a positive effect on empathy among colleagues, which in turn positively influenced team performance, organizational atmosphere, and possible irregularities. Moreover, we found that the presence of participants’ closest colleagues within the same team did not moderate the relationship between rapport-building and empathic behavior between airline crew members. Our study has important implications for crew members’ dignity and protection from emotional labor while working in high-pressure environments. Our findings can be used to revise the airline industry’s crew management guidelines and improve the crew’s psychological health and quality of life.
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spelling pubmed-82962272021-07-23 Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity Park, Jungyi Hyun, Sunghyup Sean Int J Environ Res Public Health Article Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew members’ empathy toward their colleagues. We also analyzed the effect of empathy on variables such as team performance, organizational atmosphere, and instances of irregularity. We analyzed 230 samples obtained from an online questionnaire and convenience sampling of full-service domestic and international carriers in South Korea. A structural equation modeling (SEM) revealed that uncommonly attentive behavior, courteous behavior, connecting behavior, and information-sharing behavior showed a positive effect on empathy among colleagues, which in turn positively influenced team performance, organizational atmosphere, and possible irregularities. Moreover, we found that the presence of participants’ closest colleagues within the same team did not moderate the relationship between rapport-building and empathic behavior between airline crew members. Our study has important implications for crew members’ dignity and protection from emotional labor while working in high-pressure environments. Our findings can be used to revise the airline industry’s crew management guidelines and improve the crew’s psychological health and quality of life. MDPI 2021-06-13 /pmc/articles/PMC8296227/ /pubmed/34199315 http://dx.doi.org/10.3390/ijerph18126417 Text en © 2021 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Park, Jungyi
Hyun, Sunghyup Sean
Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title_full Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title_fullStr Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title_full_unstemmed Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title_short Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
title_sort influence of airline cabin crew members’ rapport-building behaviors and empathy toward colleagues on team performance, organizational atmosphere, and irregularity
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8296227/
https://www.ncbi.nlm.nih.gov/pubmed/34199315
http://dx.doi.org/10.3390/ijerph18126417
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