A study on the impact of airline workers" social capital and problem-solving routines on service innovation: Focusing on the moderating effects of perceived uncertainty in the COVID-19 outbreak

This study proposes a conceptual model integrating social capital and problem-solving routines to assess how airline management perceives and responds to COVID-19 and innovates services. Given the need for quick action in emergencies, existing problem-solving routines are deemed insufficient due to uncertainty in re-operation (Visentin et al., 2021). The study examines the impact of social capital and problem-solving routines on service innovation, moderated by perceived uncertainty from COVID-19. A survey was conducted among Korean airline companies, and hypotheses were tested using prior studies. Analysis using SPSS PROCESS Macro (Hayes, 2017) revealed that airline workers