An Empirical Investigation of Job Crafting Among Flight Attendants

The purpose of this thesis is to develop and test a conceptual model that examines the interelationships of job crafting, work engagement, turnover intentions, and service recovery performance. Data were obtained from flight attendants and their pursers in the three private airline companies in Iran. The relationships among study variables were gauged using structural equation modeling. According to the results of the study, job crafting fosters work engagement and service recovery performance. Job crafting also mitigates turnover intentions. These results refer to the mediating role of work engagement in the relationship between job crafting and turnover intentions. On the contrary, the results demonstrate no significant association between work engagement and service recovery performance. In this case, work engagement does not act as a mediator of the impact of job crafting on service recovery performance. In the study implications for managers are offered, limitations of the empirical study are given, and implications for future research are presented. Keywords: Air Transport Services; Flight Attendants; Job Crafting; Service Recovery Performance; Turnover Intentions; Work Engagement