Individual Antecedents of Emotional Labour in Airline Industry
Yükleniyor...
Dosyalar
Tarih
2017
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Beykent Üniversitesi
Erişim Hakkı
Özet
Emotional labour is the display of organizationally desired emotions by employees during service interactions. Emotions are the last phenomenon, employees may incorporate to the labour process. Workers are expected to display some appropriate emotions to the customers, especially in service sector. There are individual antecedents of emotional labour as; gender, age, marital status, education, experience, and it’s assumed that these antecedents create a difference. The aim of this study is determining the individual antecedents of emotional labour through a research held in airline industry.
Açıklama
Anahtar Kelimeler
emotional labour, individual antecedents, flight attendants
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
10/1 (2017), 1-15
