Flight attendants with global airlines should understand the dynamics of distinct cultural environments, appreciate the differences, and behave appropriately in unfamiliar work settings. In challenging global airlines’ environments, the relationship between cabin managers and flight attendants from ...
Flight attendants with global airlines should understand the dynamics of distinct cultural environments, appreciate the differences, and behave appropriately in unfamiliar work settings. In challenging global airlines’ environments, the relationship between cabin managers and flight attendants from culturally diverse backgrounds may influence job performance. The concept of coaching leadership has attracted attention as it differs from the top-down leadership styles. Coaching leadership emphasizes leadership through support, guidance, horizontal relationship, and providing resources to achieve goals for employees. Even if the horizontal relationship is present with the leaders, flight attendants might not perform their assigned duties thoroughly, go the extra mile to satisfy customers, or displayed more cooperative behaviors unless the leader would provide clear visions or direction. Teamwork and emotional intelligence (EQ) are essential in the realm of airlines, more specifically, regulating emotions is the most required when it comes to role conflicts, job stress, and conflicts with colleagues in a team during the flight. Furthermore, cultural awareness is focal to understand the multi-ethnic workforce from different cultural orientations. However, despite the emphasis on understanding cross-culture in global airlines' settings, there have been scarce studies.
In this regard, the purpose of this study is first to provide practical implications to multi-ethnic-based airlines by verifying the relationship between perceived coaching leadership and prosocial service behavior (PSB) of multicultural flight attendants. Second, to identify the moderating effects of flight attendants’ cultural intelligence (CQ) and the cultural dimension comparison between cabin managers and flight attendants. Third, to assess the mediating and moderating role of flight attendants' emotional intelligence on the relationship between coaching leadership and prosocial service behavior.
The findings of this thesis are summarized as follows. First, coaching leadership had significant positive (+) effects on in-role, extra-role, and cooperation customer service of multicultural flight attendants' prosocial service behavior. The horizontal relationship with cabin managers was a better antecedent of prosocial service behavior than the direction and development dimension of coaching leadership.
Second, EQ had no mediating effects on the relationship between coaching leadership and prosocial service behavior. On the other hand, the relationship sub-factor of coaching leadership negatively (-) affects in-role, extra-role, and cooperation of PSB under the control of the regulation of emotion, EQ moderator. The direction and development sub-factor of coaching leadership had positive (+) and significant effects on extra-role and cooperation under control by regulation of emotion, EQ moderator. These findings provide insights regarding the vital role of emotional regulation. A more intimate relationship with the leader might hinder the way of flight attendants to win through a level of prosocial service behaviors due to their high expectations and dependency on the leaders when flight attendants can't control or recover from distress related to work or personal issues.
Third, motivational CQ played as a moderator between coaching leadership and EQ, the emotional appraisal of others, and the use of emotion. Flight attendants with the higher motivational CQ would be more sensitive to others' emotions to socialize and self-motivated to adjust to an unfamiliar culture.
Fourth, metacognitive CQ had negative (-) moderating effects in the influence of the relationship of coaching leadership on the cooperation of prosocial service behavior. In addition, motivational CQ played a negative (-) and significant moderating role in the effect of the relationship of coaching leadership on extra-role and cooperation of prosocial service behavior.
Fifth, individualism played as a moderator between the relationship of coaching leadership and self-emotional appraisal and regulation of emotion. In other words, individualistic cultural orientation influences flight attendants to be aware of their own emotions and self-motivated to achieve a goal when the leader displays support and trust.
Finally, power distance had a moderating effect between the relationship of coaching leadership and the in-role of prosocial service behavior. In addition, individualism played a moderating role in the link between direction and development of coaching leadership and in-role and cooperation of prosocial service behavior. Individualism also had a moderating effect between the relationship dimension of coaching leadership and the in-role of prosocial service behavior.
This study has theoretical implications in suggesting a new framework of the relationship between newly emerging leadership style coaching leadership and prosocial service behavior, which is empirically new to my knowledge, and the moderating effect of flight attendants' emotional intelligence. In addition, practical implications are presented by attempting to analyze the moderating effects of cultural intelligence and Hofstede's cultural dimensions as a holistic approach in global airlines with culturally diverse flight attendants. In short, this study underlines the importance of horizontal and trustworthiness relationships with the cabin managers and cultural awareness of national cultures for flight attendants to perform prosocial service behaviors in global airlines' HRM.
Flight attendants with global airlines should understand the dynamics of distinct cultural environments, appreciate the differences, and behave appropriately in unfamiliar work settings. In challenging global airlines’ environments, the relationship between cabin managers and flight attendants from culturally diverse backgrounds may influence job performance. The concept of coaching leadership has attracted attention as it differs from the top-down leadership styles. Coaching leadership emphasizes leadership through support, guidance, horizontal relationship, and providing resources to achieve goals for employees. Even if the horizontal relationship is present with the leaders, flight attendants might not perform their assigned duties thoroughly, go the extra mile to satisfy customers, or displayed more cooperative behaviors unless the leader would provide clear visions or direction. Teamwork and emotional intelligence (EQ) are essential in the realm of airlines, more specifically, regulating emotions is the most required when it comes to role conflicts, job stress, and conflicts with colleagues in a team during the flight. Furthermore, cultural awareness is focal to understand the multi-ethnic workforce from different cultural orientations. However, despite the emphasis on understanding cross-culture in global airlines' settings, there have been scarce studies.
In this regard, the purpose of this study is first to provide practical implications to multi-ethnic-based airlines by verifying the relationship between perceived coaching leadership and prosocial service behavior (PSB) of multicultural flight attendants. Second, to identify the moderating effects of flight attendants’ cultural intelligence (CQ) and the cultural dimension comparison between cabin managers and flight attendants. Third, to assess the mediating and moderating role of flight attendants' emotional intelligence on the relationship between coaching leadership and prosocial service behavior.
The findings of this thesis are summarized as follows. First, coaching leadership had significant positive (+) effects on in-role, extra-role, and cooperation customer service of multicultural flight attendants' prosocial service behavior. The horizontal relationship with cabin managers was a better antecedent of prosocial service behavior than the direction and development dimension of coaching leadership.
Second, EQ had no mediating effects on the relationship between coaching leadership and prosocial service behavior. On the other hand, the relationship sub-factor of coaching leadership negatively (-) affects in-role, extra-role, and cooperation of PSB under the control of the regulation of emotion, EQ moderator. The direction and development sub-factor of coaching leadership had positive (+) and significant effects on extra-role and cooperation under control by regulation of emotion, EQ moderator. These findings provide insights regarding the vital role of emotional regulation. A more intimate relationship with the leader might hinder the way of flight attendants to win through a level of prosocial service behaviors due to their high expectations and dependency on the leaders when flight attendants can't control or recover from distress related to work or personal issues.
Third, motivational CQ played as a moderator between coaching leadership and EQ, the emotional appraisal of others, and the use of emotion. Flight attendants with the higher motivational CQ would be more sensitive to others' emotions to socialize and self-motivated to adjust to an unfamiliar culture.
Fourth, metacognitive CQ had negative (-) moderating effects in the influence of the relationship of coaching leadership on the cooperation of prosocial service behavior. In addition, motivational CQ played a negative (-) and significant moderating role in the effect of the relationship of coaching leadership on extra-role and cooperation of prosocial service behavior.
Fifth, individualism played as a moderator between the relationship of coaching leadership and self-emotional appraisal and regulation of emotion. In other words, individualistic cultural orientation influences flight attendants to be aware of their own emotions and self-motivated to achieve a goal when the leader displays support and trust.
Finally, power distance had a moderating effect between the relationship of coaching leadership and the in-role of prosocial service behavior. In addition, individualism played a moderating role in the link between direction and development of coaching leadership and in-role and cooperation of prosocial service behavior. Individualism also had a moderating effect between the relationship dimension of coaching leadership and the in-role of prosocial service behavior.
This study has theoretical implications in suggesting a new framework of the relationship between newly emerging leadership style coaching leadership and prosocial service behavior, which is empirically new to my knowledge, and the moderating effect of flight attendants' emotional intelligence. In addition, practical implications are presented by attempting to analyze the moderating effects of cultural intelligence and Hofstede's cultural dimensions as a holistic approach in global airlines with culturally diverse flight attendants. In short, this study underlines the importance of horizontal and trustworthiness relationships with the cabin managers and cultural awareness of national cultures for flight attendants to perform prosocial service behaviors in global airlines' HRM.
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