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The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance

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  • Chongho Lee
  • Myungsook An
  • Yonghwi Noh

Abstract

This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Emotional display rules did not directly affect job burnout and work performance, but rather influenced the emotional labor strategy used by flight attendants. Among emotional labor strategies, deep acting enhanced job performance and reduced burnout, while surface acting improved work performance but increased burnout. Such results suggest that airlines can improve their flight attendants’ performance and reduce burnout by promoting the use of deep acting. This study provides a practical insight into why airline companies need to pay attention to how employees observe emotional display rules, and should select an appropriate emotional labor strategy to improve in-flight service quality over the long term. Copyright Springer-Verlag Berlin Heidelberg 2015

Suggested Citation

  • Chongho Lee & Myungsook An & Yonghwi Noh, 2015. "The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 409-425, September.
    • Handle: RePEc:spr:svcbiz:v:9:y:2015:i:3:p:409-425
    DOI: 10.1007/s11628-014-0231-4
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    References listed on IDEAS

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    1. Dijk, Pieter A Van & Brown, Andrea Kirk, 2006. "Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance," Journal of Management & Organization, Cambridge University Press, vol. 12(2), pages 101-115, September.
    2. Myungsook An & Yonghwi Noh, 2009. "Airline customer satisfaction and loyalty: impact of in-flight service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 293-307, September.
    3. Santiago Forgas-Coll & Ramon Palau-Saumell & Javier Sánchez-García & Juan Fandos-Roig, 2013. "Airline website loyalty formation and the moderating effects of gender and education," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 255-274, June.
    4. Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
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    Cited by:

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    3. Hyo Sun Jung & Hye Hyun Yoon, 2019. "Emotional contagion and collective commitment among leaders and team members in deluxe hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 737-754, December.
    4. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee & Choong-Ki Lee, 2017. "Leader political skill and casino dealer morale: the mediating role of follower perceptions of leader–member exchange," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 665-692, September.
    5. Omar Chehab & Shiva Ilkhanizadeh & Mona Bouzari, 2021. "Impacts of Job Standardisation on Restaurant Frontline Employees: Mediating Effect of Emotional Labour," Sustainability, MDPI, vol. 13(3), pages 1-17, February.
    6. Aeeun Jeon, 2019. "Effects of career barriers on career self-efficacy and career preparation behavior among undergraduates majoring in aviation tourism," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 715-735, December.
    7. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    8. Hung-Sheng Lai & Hsin-Hui Hu & Zhang-Yu-Jing Chen, 2020. "The effects of culture shock on foreign employees in the service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 361-385, September.

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