The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants

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.