Intercultural sensitivity and sociocultural adaptation among cabin attendants: direct, indirect and interaction effects on organizationally valued job outcomes

Purpose This paper aimed to propose a research model that investigated job satisfaction (JSAT) and affective organizational commitment (AOC) as the serial mediators linking intercultural sensitivity (IS) to service-oriented organizational citizenship behavior (SOCB). It also explored sociocultural adaptation (SA) as a moderator of the influence of IS on JSAT. Design/methodology/approach Data gathered from Korean cabin attendants employed at Middle Eastern airlines were utilized to gauge the aforementioned relationships via structural equation modeling. Findings Cabin attendants high on IS were satisfied with their jobs and therefore exhibited affective commitment to their airline company. Such employees in turn displayed heightened SOCB. SA strengthened the positive influence of IS on JSAT. Practical implications The presence of interactive training, scenario-based simulations and cross-cultural communication exercises would enable cabin attendants to manage passengers with different cultural background successfully. Originality/value This empirical piece contributes to the pertinent literature by investigating the mechanisms underlying the link between IS and organizationally valued behavioral outcomes such as SOCB. It also enhances the understanding about SA which increases the positive impact of IS on JSAT.