Evaluating an Instrument Designed to Assess Job Satisfaction of Airline Passenger Service Staff

Abstract

The importance of understanding how the practices of the work setting impact employee job satisfaction has stimulated a great deal of research, much of which has been researched within the secondary or manufacturing industries. This research project sought to investigate employee job satisfaction as it relates to the tertiary or service industry sector. This paper reports the findings of a survey with 74 airline flight attendants who responded to a questionnaire that provided data for assessing relationships between work unit context variables and job satisfaction. Human resource management implications from the study results, particularly in terms of creating and maintaining a favourable work setting, are discussed.