Role Ambiguity and Trust Repair of Flight Attendants: Emotional Labor of Human Service Employees

2018 ◽  
pp. 84-96 ◽  
Author(s):  
Noriko Okabe
Keyword(s):  
Emotional Labor ◽  
Human Service ◽  
Role Ambiguity ◽  
Flight Attendants ◽  
Service Employees ◽  
Trust Repair

Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective

2020 ◽  
pp. 109467052097520
Author(s):  
Won-Moo Hur ◽  
Yuhyung Shin ◽  
Tae Won Moon
Keyword(s):  
Emotional Labor ◽  
Autonomous Motivation ◽  
Service Performance ◽  
Self Determination ◽  
Flight Attendants ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Controlled Motivation ◽  
General Managers

Drawing on self-determination theory, which suggests that individuals’ autonomous and controlled motivations determine their behavior and performance, our research examined the relationship between motivation, emotional labor, and service performance. We predicted that autonomous motivation will be positively associated with service performance through deep acting and that controlled motivation will be negatively associated with service performance through surface acting. To test these hypotheses, we collected three-wave data from 282 hotel employees and 21 general managers over a 15-month period. As predicted, autonomous motivation was positively related to deep acting and negatively related to surface acting 1 year later, whereas controlled motivation was positively related to surface acting 1 year later. Deep acting was positively associated with supervisor-rated service performance 3 months later. Further, the indirect effect of autonomous motivation on service performance through deep acting was significant. The robustness of these findings was established by reanalyzing the data without controlling for potential confounds and conducting a validation study among 70 flight attendants across 5 consecutive days. The findings highlight the importance of service employees’ autonomous motivation in effective emotion regulation and resulting service performance.

scholarly journals Emotional Labor

Management ◽  
2015 ◽  
Author(s):  
Run Ren
Keyword(s):  
Mental Health ◽  
Facial Expressions ◽  
Emotional Labor ◽  
Flight Attendants ◽  
Work Demands ◽  
Physical And Mental Health ◽  
Service Employees ◽  
Face To Face ◽  
Emotional Work ◽  
Employee Needs

Emotional labor could be regarded as a third type of labor, in addition to physical and mental labor. This third type of labor is predominant in our everyday life and work. The reason is that during face-to-face or voice-to-voice interactions with customers, employees are required to express proper emotions as a job requirement. Thus, employees need to conduct emotional labor to deal with emotional work demands. Research on emotional labor has focused more on service employees, who frequently interact with customers and clients and need to create proper facial expressions with them. For instance, flight attendants or waiters need to greet every customer, even a rude customer, with warm-hearted smiles, even when they are not in a good mood. Much research on emotional labor has focused mainly on service employees and on the consequences such labor may have on the service employee’s physical and mental health. Such emotional labor is required not only for service employees; every employee needs to exhibit a facial expression that is appropriate for his or her role in a job. Consequently, recent research has expanded to consider emotional labor in a broader sense to include professionals’ interactions with clients and coworkers; for example, a judge should look serious in court, a nurse should show empathy to the patient, and an employee should be friendly to his peer.

scholarly journals The Effects of the Perception of Black Consumer Behavior on Emotion Labor and Self-Esteem in Hair Service Employees

2021 ◽  
Vol 27 (4) ◽  
pp. 880-889
Author(s):  
Seo-Yun Lee ◽  
Yong-Mi Jin
Keyword(s):  
Consumer Behavior ◽  
Emotional Labor ◽  
Service Industry ◽  
Frequency Factor ◽  
Self Esteem ◽  
Survey Analysis ◽  
Service Workers ◽  
Service Employees ◽  
Emotion Labor ◽  
Black Consumer

The purpose of this study is study the effects of perceived black consumer behavior on emotional labor and self-esteem by hair service workers. 298 hair service workers in Seoul and Gyeonggi Province collect data through a survey. Analysis method uses SPSS 26.0 Program to analyze frequency factor analysis, reliability analysis, Multiple regression analysis was performed. First, Second, black consumer behavior has been shown to have statistically significant static on emotional labor. Second, black consumer behavior has been shown to have statistically significant static effects on self-esteem. Third, emotional labor has a statistically significant adverse effect on self-esteem. This study will help identify the negative phenomena of black service industry and further shape effective measures to cope with black consumer’s efficient response and ultimately provide basic data to beauty service professionals to live a healthy and higher quality live.

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