The role of perceived organizational support on emotional labor in the airline industry

被引：102

作者：

Moon, Tae Won ^{[1
]}

Hur, Won-Moo ^{[2
]}

Jun, Jae-Kyoon ^{[3
]}

机构：

[1] Hongik Univ, Coll Business Adm, Seoul, South Korea

[2] Pukyong Natl Univ, Div Business Adm, Pusan, South Korea

[3] Pukyong Natl Univ, Pusan, South Korea

来源：

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT | 2013年 / 25卷 / 01期

关键词：

Emotional labour; Emotional exhaustion; Perceived organizational support; Organizational outcomes; Flight attendant; Organizational performance; Job commitment; Employees turnover; Employees behaviour; HOTEL SERVICE PROVIDERS; AFFECTIVE COMMITMENT; WORKPLACE DEVIANCE; WORK; ANTECEDENTS; OUTCOMES; BURNOUT; DETERMINANTS; DIMENSIONS; EXHAUSTION;

D O I：

10.1108/09596111311290246

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Purpose - The purpose of the present study was to examine whether and how the perceived organizational support (POS) influences emotional labor and the relationship between emotional labor and flight attendants' outcomes. Design/methodology/approach - Structural equation modeling analysis provided support for the hypotheses from a sample of 256 flight attendants in South Korea. Findings - The results showed that POS has a positive effect on deep acting. Furthermore, it was found that surface acting has a positive influence on emotional exhaustion, whereas deep acting has a negative influence on emotional exhaustion. In addition, emotional exhaustion has a negative influence on organizational commitment, while organizational commitment has a negative influence on turnover intention. furthermore, POS moderated the relationship between deep acting or surface acting and emotional exhaustion. Originality/value - The current study broadened the conceptual work and laboratory studies in emotional labor by examining the role of POS on emotional regulation strategies related to emotional exhaustion. In addition, this study sheds new light on customer service management within the airline industry by examining flight attendants' emotional labor, particularly interactions with POS.

引用

页码：105 / 123

页数：19

共 66 条

[1] The effects of perceived management concern for frontline employees and customers on turnover intentions - Moderating role of employment status [J].