Job Characteristics and Formation of Organizational Commitment of Major Japanese Airlines’ Flight Attendants

The Perspectives from Professionals Within the Organization

Abstract

Customer evaluations of airlines are significantly influenced by the services provided by flight attendants (FA). Although FA work under challenging conditions, including long hours and stressful duties, their turnover rate remains low. This study positions FA as professionals within the organization and aims to elucidate the structure and formation of their commitment from the perspectives of job roles and organizational commitment. Based on previous research, a framework of commitment structure and three relationships for professionals within the organization were established. Through interviews with FA of major Japanese airlines, the presence of these relationships was explored. While the findings after exploration require further validation as hypotheses, the findings of this study suggest that companies need to present a clear career path, including the level of expertise expected of professionals within the organization and the criteria for achieving requirements. By clarifying the roles of FA, companies can foster professionals within the organization who not only deepen and advance their expertise but also contribute to the organization.