Flight Attendants’ Entering, Training Process, Cabin Service and their Relationships with Emotional Labor:An Extension of the Domain and Process of Emotional Labor

Kim, Soo Jin; Lee， Jin-Hyung

The purpose of this study was to explore flight attendants’ entering, training process, cabin service and their relationships with emotional labor. We did in-depth interviews of 10 flight attendants about their application procedure for the job, training process after entering the airline and actual emotional labor during a flight. We also did additional in-depth interviews of two flight attendant trainers to understand emotional labor management from a managerial perspective. Results revealed that flight attendants recruitment procedure was on the line of emotional training process. From a managerial point of view, results also showed that the flight attendants emotional labor was practiced not only with passengers but also with co-workers. Based on these results, we suggested human resource management policies for the airline industry.

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REFERENCES (18)
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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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