The Influence of Emotional Labor of Airline Cabin crew on Black Consumer Behavior on The intent to stay : Focused on Mediating Effects of Job Embeddedness

2019 ◽  
Vol 23 (4) ◽  
pp. 93-110 ◽  
Author(s):  
Heesook Jang ◽  
◽  
Sunjung Yoon
Keyword(s):  
Consumer Behavior ◽  
Emotional Labor ◽  
Intent To Stay ◽  
Job Embeddedness ◽  
Mediating Effects ◽  
Cabin Crew ◽  
Black Consumer

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.

The Managed Heart Revisited: Exploring the Effect of Institutional Norms on the Emotional Labor of Flight Attendants Post 9/11

2015 ◽  
Vol 46 (5) ◽  
pp. 519-543 ◽  
Author(s):  
Marlene Santin ◽  
Benjamin Kelly
Keyword(s):  
Emotional Labor ◽  
Participant Observation ◽  
Security Policies ◽  
Flight Attendants ◽  
Institutional Changes ◽  
Institutional Policies ◽  
Cabin Crew ◽  
Emotional Culture ◽  
Historical Comparative ◽  
Using Data

This article examines the emotional culture of flight attendants thirty-two years after Hochschild’s (1983) study, The Managed Heart. Using data collected by participant observation and informal interviews, we argue that flight attendants are empowered by post-9/11 institutional changes in security policies and as a result are using more discretion in how they perform courteous emotional labor. We put forward two interrelated concepts—the “9/11 effect” and “role shields”—to explain how a new emphasis on safety over courtesy in institutional policies provides cabin crew with a normative resource to achieve greater autonomy. We establish that flight attendants are now more assertive when they interact with passengers. By acknowledging the flight attendant’s post-9/11 experience and their increase in what we label emotional agency, this study offers a historical-comparative complement to Hochschild’s emphasis on emotive constraints.

scholarly journals THE MEDIATING ROLE OF LIFE SATISFACTION ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR BEHAVIORS AND DEPRESSION

2021 ◽  
Vol 9 (61) ◽  
Keyword(s):  
Life Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Underlying Mechanism ◽  
Surface Acting ◽  
Cabin Crew ◽  
Mediating Role ◽  
Mediator Role ◽  
The Relationship

The aim of the study is to investigate the mediator role of life satisfaction in the relationship between emotional labor behaviors and depression levels among flight cabin crew. Participants were consisted of 222 (183 women and 39 men) between the ages from 23 to 45 (M=28.75, SD=4.63). Mediation modeling was tested by the bootstrapping sampling method (PROCESS-Model 4) and the results demonstrated that life satisfaction mediated the relationship between emotional labor behaviors, particularly surface acting, deep acting and naturally felt emotion, and depression. The findings provide information to understand the underlying mechanism of depression among workers especially work in an emotional labor industry and promising implications to improve intervention programs within life satisfaction among flight cabin crew for airlines companies. Keywords: Emotional labor, emotional labor behaviors, life satisfaction, depression, flight cabin crew

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