Investigating the selected consequences of boreout among cabin crew

Abstract

Boreout threatens service workers' well-being and performance at work. However, empirical research about the consequences of boreout among cabin crew is silent. With this realization, our study tests reading of passenger needs and work engagement (WENG) as the two parallel multiple mediators between boreout and service-oriented organizational citizenship behaviors (SOOCBs). Data came from employees in the aviation industry in South Korea. The results from structural equation modeling reveal that cabin crew's perceptions of boreout mitigate their reading of passenger needs, WENG, and SOOCBs. In addition to these findings, both reading of passenger needs and WENG partly mediate the relationship between boreout and SOOCBs. The findings based on the use of the phantom variables suggest that WENG is a more proximal variable to SOOCBs than reading of passenger needs in the association between boreout and SOOCBs. In view of the abovementioned findings, our study offers implications for practice within the penultimate part of the paper.