지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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This study provides the importance of designing display rules to ease emotional labor of airline cabin crew and a preview point of a way of increasing the customer orientation so that it will be useful to establish a strategy for organization management of airline cabin crew. As the result of regression analysis, it was adopted by three hypotheses; that Emotional display rules of the airline cabin crew have a meaningful effect on emotional labor Hypothesis 1, emotional labor has a meaningful effect on customer orientation Hypothesis 2, Emotional display rules has a meaningful effect on customer orientation Hypothesis 3. The findings from the analysis shows when the cabin crew performs emotional labor and customer orientation by display rules will be increased if airlines constantly modify and complement customer handling manuals at current point by the process of recognizing whether the problems occur or not and correction of them.. And regardless of a performing way of cabin crew's emotional labor, it showed that deep acting and surface acting both have a positive effect on customer orientation. Therefore this result suggests that cabin crew as well as airlines should look and evaluate it with a positive view although emotional labor has been considered with a negative view until now.
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참고문헌 (35)
참고문헌 신청
Allen, J. A. / 2010 / Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship / Human Performance
Ashforth, B. E / 1993 / Emotional Labor in Service Role: The Influence of Identity / Academy of Management Review 18 (1) : 88 ~ 115
Austin, E. J. / 2008 / Associations of personality and emotional intelligence with display rule perceptions and emotional labour / Personality and Individual Differences 44
Bono, J. E. / 2007 / Personality and emotional performance: Extraversion, neuroticism and self-monitoring / Journal of Occupational and Organizational Psychology 12 (2) : 17
Brotheridge, C. M / 2003 / Development and validation of the Emotional Labour Scale / Journal of Occupational and Organizational Psychology 76 (3) : 365 ~ 379
Ashforth, B. E / 1993 / Emotional Labor in Service Role: The Influence of Identity / Academy of Management Review 18 (1) : 88 ~ 115
Austin, E. J. / 2008 / Associations of personality and emotional intelligence with display rule perceptions and emotional labour / Personality and Individual Differences 44
Bono, J. E. / 2007 / Personality and emotional performance: Extraversion, neuroticism and self-monitoring / Journal of Occupational and Organizational Psychology 12 (2) : 17
Brotheridge, C. M / 2003 / Development and validation of the Emotional Labour Scale / Journal of Occupational and Organizational Psychology 76 (3) : 365 ~ 379
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