DocumentCode
2778932
Title
The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants
Author
Chen Yongyu ; Fan Xiucheng ; Zhao Tingting
Author_Institution
Bus. Sch., Nankai Univ., Tianjin, China
fYear
2010
fDate
13-14 May 2010
Firstpage
138
Lastpage
142
Abstract
A survey of 250 flight attendants in Taiwan was undertaken in order to examine the relationships between unconsciousness, emotional labor and service quality using the structural equation model (SEM). Results suggest that unconsciousness has negative impact on the emotional expression, interaction and deep acting. But unconsciousness has positive impact on the surface acting and the variety of emotions required to be expressed. The emotional expression, interaction and deep acting can impact upon service quality.
Keywords
travel industry; deep acting; emotional expression; emotional interaction; emotional labor effect; flight attendants case; service quality; structural equation model; surface acting; unconsciousness effect; Business; Cognition; Commercialization; Conference management; Customer satisfaction; Equations; Humans; Management training; Numerical analysis; Quality management; Deep Acting; Emotional Labor; Service Quality; Surface Acting; Unconsciousness;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Sciences (ICSS), 2010 International Conference on
Conference_Location
Hangzhou
Print_ISBN
978-0-7695-4017-7
Type
conf
DOI
10.1109/ICSS.2010.83
Filename
5494303
Link To Document