Browse > Article
http://dx.doi.org/10.12985/ksaa.2017.25.4.076

The Effects of Symptoms from Emotional Airline Labors on Their Job-related Stress, Service Delivery Level and Customer-Oriented Work Activities  

Kim, Kwang Il (필리핀항공사)
Lee, Su Mi (한국항공대학교 대학원)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.25, no.4, 2017 , pp. 76-82 More about this Journal
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.
Keywords
Emotional; Airline Labors; Job-related Stress; Service Level; Customer-Oriented Work Activities;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kim Young-Jin. (2009). Influence of burnout on the relationship of emotional labor and customer orientation:Focusing on Airlines Employees. Kyungwon University Graduate Doctoral Dissertation.
2 Bonanno,G.A(2001) The crucial imp ortance of emprical evidence in the de velopment of bereavement the ory: Re ply to Archer(2001), Psychological Bulletin,Vol.127,No4,pp.561-564.   DOI
3 Brotheridge, C.M. & Grandey, A. A.(2002), Emotional Labor and Burnout : comparing two perspectives of "people work". Journal of vocational Behavior, 60(1),17-39.   DOI
4 Kim Dae-Eop(2008), Structural equation model analysis by the procedure of thesis composition, p. 34, Hakhyeonsa.
5 Goo Jung-Dae(2007), Research Articles : The Effects of Internal Marketing Level on Customer Orientation and Service Delivery Level, Tourism Research, 22(3), pp.125-141.
6 Kim Bo-Sung(2008), A study on the influ ence of emotional labor on employees' level of service delivery and firm performanc, Kyonggi University Graduate Doctoral Dissertation.
7 Kim Joon-Hwan(2010), The Effect of emot ional regulation processes and adaptive selling behavior on relational quality and repurchase intentions: focusing on the moderating effect of customer orientation, University of Seoul Graduate Doctoral Dissertation.
8 Park Ho-Hyeon, Kim Si-Jung(2013), A Study on the Effects of Hotel Employee's Emotional Labor on the Job Stress and the Service Delivery Level -Focused on the deluxe hotels in Daejeon-, Tourism Management Research, 17(2), pp.99-119
9 Choi I-gyu(2006), Structural equation model, Seoul: Trade management consultant.
10 Selye, H.(1976). The Stress of Life. Review Edition. pp.371-395.
11 Brotheridge, C. M. & Lee, R. T.(2002), Testing a conservation of resources model of the dynamics of emotional labor, Journal of Occupational Health Psychology, 7(1), pp.57-67.   DOI