Psychological Capital in the Airline Industry: Antecedents and Outcomes

This thesis aims to develop and test a research model that investigates the effects of servant leadership and psychological capital on work engagement and the effects of psychological capital and work engagement on service recovery performance and life satisfaction. Data were collected from flight attendants and their pursers in the three private airline companies in Iran. The relationships among study variables were tested using structural equation modeling. According to the results of the study, servant leadership enhances flight attendants’ psychological capital. Flight attendants high in psychological capital are more engaged in their work. These results suggest that psychological capital has a mediating role in the relationship between servant leadership and work engagement. The results demonstrate that psychological capital and work engagement positively influence service recovery performance and life satisfaction. The results also show that work engagement increases service recovery performance and life satisfaction. These results suggest that work engagement has a mediating role in the relationship between psychological capital and service recovery performance and life satisfaction. In the thesis management implications are offered, limitations of the empirical study are given, and implications for future research are provided at the end of the thesis. Keywords: Airline Services; Flight Attendants; Life Satisfaction; Psychological Capital; Servant Leadership; Service Recovery Performance; Work Engagement