| Summary: | 碩士 === 國立嘉義大學 === 管院碩士在職專班 === 103 === The study investigates the impacts of flight attendant’s personality and internal service quality on their job satisfaction and service behavior. The conceptual model was developed on the basis of theoretical foundation and practice to depict the antecedents and mediators of flight attendant’s service behavior. The research subjects are the female flight attendants in the Taiwanese airlines. Research data were collected by using questionnaire, in total, the survey obtained 403 valid samples for empirical study. The results of SEM analysis find that (1) personality has positive impact on job satisfaction (2) internal service quality is positively related to job satisfaction (3) job satisfaction has positive influence on service behavior and mediates the relationship between personality, internal service quality, and service behavior.
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