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Social exchange approach, job satisfaction, and turnover intention in the airline industry
Service Business  (IF2.791),  Pub Date : 2020-04-13, DOI: 10.1007/s11628-020-00416-7
Minjoo Chung, Aeeun Jeon

This paper investigates the effects of social exchange relationships on job satisfaction and turnover intention in the airline industry. To this end, two constructs of social exchange relationships perceived by flight attendants in South Korea are identified: leader-member exchange (LMX) and team-member exchange (TMX). The results of this study indicate that LMX and TMX positively affected job satisfaction, which reduced turnover intention. LMX also reduced turnover intention, whereas TMX did not significantly affect turnover intention. Meanwhile, job satisfaction mediated the negative relationship between LMX and turnover intention, but did not mediate between TMX and turnover intention. The results of the study provide academic and managerial implications that can be used to reinforce flight attendants’ LMX and reduce turnover intention in the airline industry. Finally, this study also outlines the limitations that should be addressed in future studies.