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Research that examines approaches for improving frontline service employee (FLSE) commitment to service is relatively scarce. Using a sample of 271 FLSE from Airline industry, we examine the effect of service developmental activities and affective behavioral performance of FLSE's commitment to service. There are 5 hypotheses based on literature reviews and tested by the data from questionnaires. Our findings indicate that formal training has the strongest influence on FLSE's commitment to service. The results also show that FLSE's commitment to service improves job-related outcomes such as job satisfaction, commitment to the firm, job performance and organizational citizen behaviors. The contribution and limitations of this research were discussed and the future possible researches were mentioned.


Research that examines approaches for improving frontline service employee (FLSE) commitment to service is relatively scarce. Using a sample of 271 FLSE from Airline industry, we examine the effect of service developmental activities and affective behavioral performance of FLSE's commitment to service. There are 5 hypotheses based on literature reviews and tested by the data from questionnaires. Our findings indicate that formal training has the strongest influence on FLSE's commitment to service. The results also show that FLSE's commitment to service improves job-related outcomes such as job satisfaction, commitment to the firm, job performance and organizational citizen behaviors. The contribution and limitations of this research were discussed and the future possible researches were mentioned.