Cross-cultural Competence that Affected Job Stress of Airline Cabin Crews: The Moderating Role of Cultural Distance
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Published:
Apr 11, 2020
Keywords:
Cross-cultural Competence, Cultural Distance, Cabin Crew
Main Article Content
Abstract
The objective of this research was to study how cross-cultural competence affected job stress in Thai airline cabin crews. The cultural distance was purposed as a moderator of relationship between cross-cultural competence and job stress of airline cabin crews. The data were obtained from 208 questionnaire surveys from leading international airline cabin crews in Thailand. The results from the partial least squares regression analysis indicated that high cross-cultural competence airline cabin crews perceived less job stress while they were serving foreign passengers. Moreover, the finding from moderating effect suggested that the stress tended to be lower when cabin crews who possessed higher cross-cultural competence interacted with foreign passengers whose culture are vastly different from their own.
Article Details
How to Cite
Suthatorn, P. . . (2020). Cross-cultural Competence that Affected Job Stress of Airline Cabin Crews: The Moderating Role of Cultural Distance. Dusit Thani College Journal, 13(3), 325–342. Retrieved from https://so01.tci-thaijo.org/index.php/journaldtc/article/view/241120
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Research Article
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2. Chen, C., & Chen, S. (2014). Investigating the effects of job demands and job resources on cabin crew safety behaviors. Tourism Management, 41, 45-52.
3. Chen, F., & Chang, Y. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87.
4. Chin, W. W. (1998). Commentary: Issues and opinion on structural equation modeling: JSTOR.
5. Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied psychology, 86(3), 499.
6. Efron, B., Rogosa, D., & Tibshirani, R. (2004). Resampling methods of estimation. . International Encyclopedia of the Social & Behavioral Sciences, 13216-13220.
7. Fornell, C., & Larker, D. (1981). Structural equation modeling and regression: guidelines for research practice. Journal of Marketing Research, 18(1), 39-50.
8. Froese, F. J., & Peltokorpi, V. (2011). Cultural distance and expatriate job satisfaction. International Journal of Intercultural Relations, 35(1), 49-60.
9. Gertsen, M. C. (1990). Intercultural competence and expatriates. The International Journal of Human Resource Management, 1(3), 341-362. doi: 10.1080/09585199000000054
10. Gudykunst, W. B. (2004). Bridging differences: Effective intergroup communication: Sage.
11. Gudykunst, W. B., & Nishida, T. (2001). Anxiety, uncertainty, and perceived effectiveness of communication across relationships and cultures. International Journal of Intercultural Relations, 25(1), 55-71.
12. Hair, J., Black, W., Babin, B., & Anderson, R. (2009). Multivariate Data Analysis 7th Edition Pearson Prentice Hall: JOUR.
13. Hayne, A. N., Gerhardt, C., & Davis, J. (2009). Filipino nurses in the United States: recruitment, retention, occupational stress, and job satisfaction. Journal of Transcultural Nursing, 20(3), 313-322.
14. Hayward, B. (1990). Culture, CRM and aviation safety. Reason, 1991, 1993-1994.
15. Heracleous, L., & Wirtz, J. (2010). Singapore airlines’ balancing act. Harvard Business Review, 88(7/8), 145-149.
16. Hofstede, G. (1980). Motivation, leadership, and organization: do American theories apply abroad? Organizational dynamics, 9(1), 42-63.
17. Johnson, J. P., Lenartowicz, T., & Apud, S. (2006). Cross-cultural competence in international business: Toward a definition and a model. Journal of International Business Studies, 37(4), 525-543.
18. Karatepe, O. M., & Vatankhah, S. (2014). The effects of high-performance work practices and job embeddedness on flight attendants' performance outcomes. Journal of Air Transport Management, 37, 27-35.
19. Kim, Y., & Park, H. (2014). An investigation of the competencies required of airline cabin crew members: The case of a Korean airline. Journal of Human Resources in Hospitality & Tourism, 13(1), 34-62.
20. Kline, R. (2005). Methodology in the social sciences: Principles and practice of structural equation modeling (2nd ed.). New York.
21. Kock, N., & Lynn, G. (2012). Lateral collinearity and misleading results in variance-based SEM: An illustration and recommendations. Journal of the Association for Information Systems, 13(7).
22. Kogut, B., & Singh, H. (1988). The effect of national culture on the choice of entry mode. Journal of International Business Studies, 19(3), 411-432.
23. Lee, H. E. (2015). Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants. International Journal of Hospitality Management, 50, 134-144.
24. Nunnally, J. (1978). Psychometric methods: New York: McGraw-Hill.
25. Pandey, A., & Charoensukmongkol, P. (2019). Contribution of cultural intelligence to adaptive selling and customer-oriented selling of salespeople at international trade shows: does cultural similarity matter? Journal of Asia Business Studies, 13(1), 79-96.
26. Redmond, M. V. (2000). Cultural distance as a mediating factor between stress and intercultural communication competence. International Journal of Intercultural Relations, 24(1), 151-159.
27. Redmond, M. V., & Bunyi, J. M. (1993). The relationship of intercultural communication competence with stress and the handling of stress as reported by international students. International Journal of Intercultural Relations, 17(2), 235-254.
28. Rutgers. (2008). Clinical Cultural Competency Questionnaire. Robert Wood Johnson Medical School.
29. Sultan, F., & Simpson Jr, M. C. (2000). International service variants: airline passenger expectations and perceptions of service quality. Journal of services marketing, 14(3), 188-216.
30. Suthatorn, P., & Charoensukmongkol, P. (2018). Cultural intelligence and airline cabin crews members' anxiety: The mediating roles of intercultural communication competence and service attentiveness. Journal of Human Resources in Hospitality & Tourism, 17(4), 423-444.