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The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services

Won-Moo Hur (School of Business, Pukyong National University, Busan, Republic of Korea)
Sang IL Park (School of Business and Economics, Sookmyung Women’s University, Seoul, Korea)
Tae-Won Moon (School of Business, Hongik University, Seoul, Republic of Korea)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 6 May 2014

2339

Abstract

Purpose

The purpose of this paper was to analyze the moderating role of organizational justice in the emotional exhaustion–organizational loyalty link. Emotional exhaustion resulting from an employee’s emotional labor usually leads to negative outcome such as organizational loyalty. Following conservation of resources theory and social exchange theory, the authors argue that the relationship between flight attendants’ emotional exhaustion and organizational loyalty is moderated by distributive, procedural and interpersonal justice.

Design/methodology/approach

Data were gathered from a sample of 247 flight attendants in South Korea. Hierarchical moderated regression analysis was conducted to test the hypothesized relationship.

Findings

The study results provide support for the moderating role of organizational justice such as distributive, procedural and interpersonal justice in the emotional exhaustion–organizational loyalty link.

Originality/value

This study contributes to the extant literature by empirically validating the moderating effect and clarifying the role of three types of organizational justice simultaneously, which has not been addressed in previous research.

Keywords

Acknowledgements

This work was supported by the National Research Foundation of Korea Grant funded by the Korean Government (NRF-2012-2012S1A5A2A01015919).

Citation

Hur, W.-M., IL Park, S. and Moon, T.-W. (2014), "The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services", Journal of Services Marketing, Vol. 28 No. 3, pp. 195-206. https://doi.org/10.1108/JSM-07-2012-0118

Publisher

:

Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited

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