A study on the effect of job stress factors on mental health and service sabotage: Focusing on flight attendants in foreign airlines

Abstract

This study investigated the relationship among six job stress factors (job insecurity, meritocracy, vertical communication, acculturation stress, organizational silence, and psychological contract), mental health deterioration, and service sabotage in flight attendants working for foreign (non-Korean) airlines. Six job stressors were identified through a literature review and focus group interviews. To determine the causal relationships, a survey was conducted from February 8 to April 9, 2022, targeting Korean cabin crew members in Middle Eastern airlines. A total of 201 valid samples were used for the statistical analysis. The findings revealed that flight attendants' job stress negatively impacts their mental health, while mental health deterioration positively impacts service sabotage behavior. Job insecurity, vertical communication, and acculturation stress negatively impacts flight attendants' mental health. The findings indicate that mental health deterioration is important in mediating the relationship between job stress and service sabotage. Finally, it is confirmed that there are differences in job stress, mental health deterioration, and service sabotage based on various demographic and occupational characteristics. This study is noteworthy because it approaches the dependent variable of job stress from the perspective of employees’ mental health rather than job-related variables. Service sabotage is introduced as a new variable because this behavior by flight attendants, whose primary job is to interact with customers, can have serious consequences for airline organizations and customers alike.