Flight attendant's knowledge sharing, innovative work behaviour, and new service development

Abstract

New service development is an important topic for decision-makers in service firms, since continuous innovation is expected to pay off. We argue that flight attendants' knowledge sharing and innovative behaviours can enhance new service development performance. In addition, flight attendants' perceived behavioural control can enhance their knowledge sharing and innovative behaviours. Furthermore, we argue that organisational support and attitudes towards sharing knowledge also increase flight attendants' knowledge sharing and innovative behaviours. Data were collected from 328 flight attendants representing eight airline companies at Suvarnabhumi Airport, Bangkok, Thailand. The results showed that organisational support and positive attitude to sharing affected knowledge sharing and innovative work behaviour, whereas perceived behavioural control has been found to affect only knowledge sharing behaviour. In addition, flight attendant's knowledge sharing had a positive effect on innovative work behaviour and new service development.