Relationships among service climate, psychological contract, work engagement and service performance

The paper identifies relationships between cabin service directors and flight attendants and service climate, psychological contracts, work engagement, service performance and cue perception ability. We find that relational psychological contracts have a positive influence on work engagement; transactional psychological contracts have a negative influence on work engagement; work engagement has a positive influence on service performance; work engagement mediates the relationship between relational psychological contracts and service performance; service climate has a positive influence on service performance; and cue perception ability moderates the relationship between work engagement and service performance.

► Work engagement by airline staff has a positive influence on service performance.
► Engagement mediates the relationship between relational psychological contracts and service performance.
► Relational psychological contracts have a positive influence on work engagement.