Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

Lee, Jung Hoon; Ok, Chihyung; Lee, Jun Young; Lee, Choong‐Ki

doi:10.1177/0047287517696978

Cited by 57 publications

(57 citation statements)

References 106 publications

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“…The AVE values for all the variables were sufficient. The AVE of each factor was higher than the ɸ between factors (Hair et al, 2012; Lee, Ok, Lee, & Lee, 2018). For instance, the square of the correlation between RS and training and development was >0.50, which provides evidence of discriminant validity.…”

Section: Resultsmentioning

confidence: 94%

The impact of human resource practices on employee engagement in the airline industry

Alola

Alafeshat

2020

Journal of Public Affairs

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The impact of recruitment and training on employees increases psychological state, commitment, and employee attachment to the organization. Several researchers have continuously, for several decades, investigated the effect of recruitment and selection and the robust impact on employees; nevertheless, the effect of human resources practices on both the employees' satisfaction and retention as parameters of the organization performance cannot be overemphasized. Drawing from Social Exchange Theory (SET), the study identifies the significance of human resource practices (selecting and recruitment, training, and development) on employees. 277 questionnaires were collected from six private airline employees in Jordan. The hypotheses, validity, and reliability were tested through Structural Equation Modeling (SEM). The findings indicate that proper selecting and recruitment and training have a significant impact on organization. Also, Employee Engagement (EE) plays a mediating role on model variables. The study further indicates that employee engagement partially mediates the relationship between variables. Cross‐sectional data collection was employed; therefore, generalizing the findings should be done with caution. This study is of importance to human resources managers and policymakers to understand the significant impact of HR practices, attracting effective and efficient employees.

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Section: Resultsmentioning

confidence: 94%

The impact of human resource practices on employee engagement in the airline industry

Alola

Alafeshat

2020

Journal of Public Affairs

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“…Utilizing the attributes of service failure and recovery actions that have significant impacts on customer emotions, airlines can prioritize the attributes based on the impact they have on customer emotions (i.e., coefficients) (e.g., cause of failure, speed of service recovery, and service attitude and behavior) and allocate more resources to those attributes that produce better results compared to ones that have low impact on customer emotions. For example, airlines can offer more training to their employees on how to address dissatisfied and complaining customers in the case of flight delays and cancellations with excellent service attitudes and behaviors to alleviate those customers’ frustration (Lee et al 2018). Airlines can also explore the possibility of developing new and creative services to generate positive emotion such as surprise and excitement (Law and Leung 2000).…”

Section: Resultsmentioning

confidence: 99%

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Liu

Gürsoy

2018

Journal of Travel Research

126

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Using online customer reviews for airline services, this study examines the impacts of various attributes of airline service failures and subsequent recovery actions on customer consumption emotions, satisfaction, and recommendation likelihood through text mining, sentiment analysis, and path analysis. Findings suggest that causes, magnitude, and consequences of service failures influence customers' positive and negative emotions. Providing compensation for the current trip, either monetary or nonmonetary, can alleviate customers' negative emotions, while providing compensation for future travel does not have any impact on emotions. Findings further suggest that positive employee attitudes, behaviors, and prompt service recovery actions generate more positive emotions while alleviating negative emotions compared to compensations provided. Service failures and timely, reliable, and satisfactory recovery actions have greater influences on travelers who fly with fullservice airlines and in business class compared with travelers who fly with low-cost airlines and in economy class. Customers' emotions influence their satisfaction and recommendation likelihood.

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“…As such, the burnout and stress that hotel employees experience poses a serious risk and can cause negative results, such as decreased job satisfaction, absenteeism, and turnover [ 41 ]. In addition, employees who are experiencing difficult psychological situations, such as emotional exhaustion, reduced personal accomplishment, and depersonalization, which are the subordinate factors of burnout, are not proactive in communications with customers [ 54 ], and such non-proactive and cynical responses can lead to decreased service quality and negative attitudes or behaviors toward customers [ 54 , 55 ]. These results of prior research imply that burnout is a risk factor for job satisfaction [ 44 ].…”

Section: Review Of the Literaturementioning

confidence: 99%

Hotels’ Eco-Friendly Physical Environment as Nature-Based Solutions for Decreasing Burnout and Increasing Job Satisfaction and Performance

Ariza-Montes

Perlines

et al. 2020

IJERPH

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This study investigates the effect of the hotel’s nature-friendly environment on burnout, job satisfaction and job performance of hotel employees. A total of 11 hypotheses were set up to achieve the purpose of this study, and an empirical analysis was conducted based on 309 surveys collected from hotel employees. A total of 11 hypotheses were set to achieve the research goals, and an empirical analysis was conducted based on a total of 309 pieces of data collected from 320 hotel employees who are currently working in 11 hotels in South Korea. As a result, eight hypotheses were accepted and three were rejected. Specifically, it was found that the hotel’s nature-friendly environment reduced burnout in employees, and indirectly had a significant effect on job satisfaction and job performance. Therefore, the relationship between the variables presented was clearly demonstrated through the research results, and the purpose of this study was satisfactorily explained. The results are expected to be of great help to hotel employees and researchers in developing strategies to efficiently manage hotel employees through nature-based solutions (NBSs). Based on the results, the proposed theoretical and practical implications are discussed in detail in the discussion section.

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Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

Cited by 57 publications

References 106 publications

The impact of human resource practices on employee engagement in the airline industry

The impact of human resource practices on employee engagement in the airline industry

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Hotels’ Eco-Friendly Physical Environment as Nature-Based Solutions for Decreasing Burnout and Increasing Job Satisfaction and Performance

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