Effect of Intrinsic and Extrinsic Motivations on Service Performance after Parental Leave

Abstract

This study was conducted to empirically investigate the effects of intrinsic and extrinsic motivation on job satisfaction perceived by married female flight attendants after reinstatement, the effect of job satisfaction on service performance after reinstatement, and the moderating effect of the marriage period on the relationship between intrinsic and extrinsic motivation. A questionnaire survey was conducted to collate data from 248 married female flight attendants who had been reinstated after parental leave. The data was analyzed quantitatively, and the main results and implications of this study were as follows. First, intrinsic motivation related to job, aptitude significantly affected job satisfaction, whereas self-realization did not. Second, extrinsic motivation, lay over, salary, and external recognition had significant positive effects on job satisfaction, while welfare did not affect job satisfaction. Third, job satisfaction perceived by married female flight attendants had a significant effect on their service performance after reinstatement. This demonstrates that there is a need to support married women to induce high job satisfaction and for them to reach a level of service performance similar to or better than before they took leave. Fourth, an analysis of the moderating effect of the marriage period on the relationship between intrinsic and extrinsic motivation demonstrated that the marriage period only significantly moderated the relationship between salary and job satisfaction. The study is related to the quality of life and subjective well-being including mental health of service workers in tourism and hospitality. The results of this study can be widely used as reference materials for successful reinstatement, job re-adjustment, job satisfaction, and commitment of all married female employees, especially flight attendants.