Effect of Emotional Labor on the Burnout and Organizational Commitment among Flight Attendants

Ko, Seon-Hee

doi:10.5392/jkca.2013.13.07.395

Cited by 9 publications

(4 citation statements)

References 16 publications

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“…Like studies in other service industries, studies on flight attendants' EE have been conducted and found negative relationships between flight attendants' EE and job-related outcomes such as job satisfaction (Ng et al 2011), job performance (Ko et al's 2013), turnover intention (Yoon and Yoon 2011), customer orientation (Shim and Jeong 2013), and organizational commitment (Ko 2013). It means that the more flight attendants become exhausted emotionally in their jobs, the less they are satisfied with their job or committed to their organization and customer service.…”

Section: Emotional Exhaustion (Ee)mentioning

confidence: 96%

“…Like EL studies in other service literature, studies on flight attendants' EL argued that flight attendants as ELs have to manage their actual emotions and display DA and SA according to job requirement set by the airlines (Ko 2013;Lee et al 2014). If flight attendants cannot manage their EL, they suffer more EE (Shim and Jeong 2013).…”

Section: Emotional Labor (El)mentioning

confidence: 97%

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The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

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Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among preflight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first study on pre-flight attendants' EI, this study contributes to the existing body of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.

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Section: Emotional Exhaustion (Ee)mentioning

confidence: 96%

Section: Emotional Labor (El)mentioning

confidence: 97%

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

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“…Many studies consistently show that surface acting more likely results in harmful well-being and health outcomes than deep acting (Lee et al, 2015). Ko (2013) found flight attendants have to manage their actual emotions and display deep acting if they cannot manage and regulate their emotions, and subsequently suffer more emotional exhaustion.…”

Section: Emotional Labourmentioning

confidence: 99%

Impact of customer orientation on turnover intention: mediating role of emotional labour

Shie

Gordon

2017

IJOA

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Purpose The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model. Design/methodology/approach The paper surveys a sample of 378 frontline employees in the hospitality industry. Findings The findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention. Research limitations/implications The limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis. Practical implications First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour. Social implications Hospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands. Originality/value This study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.

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“…Many studies consistently show that surface acting is more likely to result in harm to well-being and health outcomes than deep acting (Lee et al , 2015). According to Ko (2013), flight attendants have to manage their actual emotions and display deep acting, and if they cannot manage and regulate their emotions, they suffer more emotional exhaustion.…”

Section: Theoretical Reviewmentioning

confidence: 99%

The relationship between customer orientation, emotional labour and job burnout

Shie

2017

JCHRM

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Purpose Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour. Design/methodology/approach The study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis. Findings The study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour. Research limitations/implications First, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results. Practical implications High employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management. Social implications After reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap. Originality/value First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

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Effect of Emotional Labor on the Burnout and Organizational Commitment among Flight Attendants

Cited by 9 publications

References 16 publications

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Impact of customer orientation on turnover intention: mediating role of emotional labour

The relationship between customer orientation, emotional labour and job burnout

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