Paper Title
Factors Contributing To Turnover Intentions, Service Behaviors, And Performance Of Indonesia’s Flag Carrier Flight Attendant

Abstract
The paper develops and tests a research model that examines whether job satisfaction mediates two proposed relationships, namely between occupational stress and turnover intentions; and between management commitment to service and service behaviors. Further, it ultimately examines whether turnover intentions and service behaviors contribute to employee performance. Data are collected from Flight Attendants of aflag carrier based in Indonesia. The hypotheses and the proposed relationship model are validated and analyzed through structural equation modeling. Using a sample of 441 Flight Attendants, the empirical results show that all proposed hypotheses concerning direct relationships on the conceptual model are supported. Additionally, the relationship between occupational stress and turnover intention, and between management commitment to service and service behaviors, are both partially mediated by job satisfaction. This study further develops theoretical implications and provides recommendations for managers in the airline industry to retain Flight Attendants who also perform the desired service behaviors toward both customers and coworkers. Keywords - Occupational Stress, Management Commitment to Service, Job Satisfaction, Turnover Intentions, Service Behaviors, Employee Performance, Flight Attendant, Cabin Crew