Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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The Effects of Symptoms from Emotional Airline Labors on Their Job-related Stress, Service Delivery Level and Customer-Oriented Work Activities

항공사 종사자의 감정노동이 직무스트레스와 서비스 제공수준, 고객 지향적 행동에 미치는 영향

  • Received : 2017.11.01
  • Accepted : 2017.12.26
  • Published : 2017.12.31
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Abstract

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

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References

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