The Effects of Airline's Organizational Atmosphere on Emotional Labor, job performance and Turnover Intention

Kim, Jung-Hee; 조교수, 가톨릭관동대학교 항공운항서비스학과; Kim, Bada; Chae, Ilsoon

doi:10.18604/tmro.2018.22.5.32

Cited by 1 publication

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“…For an airline cabin crew, the extent of emotional labor exerted by the members can be determined by its organizational atmosphere, wherein conversations with colleagues can relieve tension and strengthen bonds. Organizational atmosphere can also raise the morale of cabin crew and improve the quality of service [ 65 , 66 ].…”

Section: Introductionmentioning

confidence: 99%

“…Various studies on the South Korean domestic airline industry have demonstrated that the organizational atmosphere among cabin crew affects emotional labor, professionalism [ 67 ], and turnover intention [ 66 ], and that the organizational atmosphere within cabin crew teams affects organizational involvement [ 68 ]. In a study conducted on the causal relationship between empathy and organizational atmosphere, one study reported that empathy among organization members increases work satisfaction and lowers turnover intention [ 19 ].…”

Section: Introductionmentioning

confidence: 99%

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Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity

Park

Hyun

2021

IJERPH

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Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew members’ empathy toward their colleagues. We also analyzed the effect of empathy on variables such as team performance, organizational atmosphere, and instances of irregularity. We analyzed 230 samples obtained from an online questionnaire and convenience sampling of full-service domestic and international carriers in South Korea. A structural equation modeling (SEM) revealed that uncommonly attentive behavior, courteous behavior, connecting behavior, and information-sharing behavior showed a positive effect on empathy among colleagues, which in turn positively influenced team performance, organizational atmosphere, and possible irregularities. Moreover, we found that the presence of participants’ closest colleagues within the same team did not moderate the relationship between rapport-building and empathic behavior between airline crew members. Our study has important implications for crew members’ dignity and protection from emotional labor while working in high-pressure environments. Our findings can be used to revise the airline industry’s crew management guidelines and improve the crew’s psychological health and quality of life.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%