Pasek boczny artykułu

Przesłane
marca 12, 2020
Opublikowane
marca 31, 2020
Pobieranie
Full text (English)
Statystyczny
Read Counter : 124 Pobieranie : 85

Treść głównego artykułu

Abstrakt

The aim of this study is to find out the possible effects of demographic characteristics of cabin crew on their emotional labor experiences. Emotional labor concept has been identified by Hochschild’s notorious research on Delta Airline’s cabin attendants and was published in her book “The Managed Heart: Commercialization of Human Feeling” as the first time in the year 1983. In this study, 36 years after Hochschild’s work, the effects of demographic characteristics on the emotional labor experiences of 265 flight attendants who are working for airline companies in Turkey are investigated. In the literature, there are only a few studies on the effects of demographic factors on emotional labor experiences of cabin crew. So, this study provides an important insight into the subject. The emotional labor scale consists of three dimensions; deep acting, surface acting and genuine emotions. For the emotional labor, a total of 13 questions were answered by participants in 5-point Likert type scale through the Internet. Also, six questions related to demographic characteristics were answered. An Exploratory Factor Analysis (EFA) was performed to verify the item distribution on each factor (i.e. deep acting, surface acting and genuine emotions). And, to analyze the differences between the emotional labor experiences of the groups according to age, gender, position, marital status, total working experience and education, independent samples t-tests and one-way ANOVA tests were applied. Independent samples t-tests were used to compare the differences of two groups such as married-single, male-female, flight attendant-flight attendant supervisor. One way ANOVA tests were used to compare the differences of three or more groups according to age, total working experience and education. Tukey HSD tests were performed after one way ANOVA tests to distinguish the statistically different groups. The results show that there are no statistically significant differences between the expressions of emotional labor, deep acting, surface acting and genuine emotions of groups according to gender, marital status, education and age. Yet, there are statistically significant differences between the emotional labor and surface acting experiences of flight attendants and flight attendant supervisors. Also, a statistically significant difference is found between the deep acting experiences of the cabin crew with 4–7 years of experience and those with 8–22 years of experience.

Szczegóły artykułu

Licencja

Autor (Autorzy) artykułu oświadcza, że przesłane opracowanie nie narusza praw autorskich osób trzecich. Wyraża zgodę na poddanie artykułu procedurze recenzji oraz dokonanie zmian redakcyjnych. Przenosi nieodpłatnie na Oficynę Wydawniczą SGH autorskie prawa majątkowe do utworu na polach eksploatacji wymienionych w art. 50 Ustawy z dnia 4 lutego 1994 r. o prawie autorskim i prawach pokrewnych – pod warunkiem, że praca została zaakceptowana do publikacji i opublikowana.

Oficyna Wydawnicza SGH posiada autorskie prawa majątkowe do wszystkich treści czasopisma. Zamieszczenie tekstu artykuły w repozytorium, na stronie domowej autora lub na innej stronie jest dozwolone o ile nie wiąże się z pozyskiwaniem korzyści majątkowych, a tekst wyposażony będzie w informacje źródłowe (w tym również tytuł, rok, numer i adres internetowy czasopisma).

Osoby zainteresowane komercyjnym wykorzystaniem zawartości czasopisma proszone są o kontakt z Redakcją.

Licencja CC-BY

Jak cytować
MUTLU, S., & BÖKE , Z. . (2020). THE YEARS SPENT IN AIRLINE INCREASE THE DEEP ACTING EXPERIENCE OF TURKISH CABIN CREW . Edukacja Ekonomistów I Menedżerów, 55(1), 54–64. https://doi.org/10.33119/EEiM.2020.55.4
Pobierz cytowania
Endnote/Zotero/Mendeley (RIS)
BibTeX

Referencje

  1. Ashford, B. E., & Humprey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18 (1), 88–115.
  2. Atılım University Ethics Board Permission (2018). No. 59394181‑604.01.01‑5591 (12.09.2018).
  3. Ayuttacorn, A. (2016). Winyann and Affective Performance Among Female Thai Flight Attendants. The Asia Pacific Journal of Anthropology, 17 (1), 50–65.
  4. Baruah, R., & Patrick, H. A. (2014, December). Influence of Emotional Labour on General Health of Cabin Crew and Airline Ground Employees. Journal of Education &social Policy, 1 (2).
  5. Basım, H. N., & Beğenirbaş M. (2012). Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması. Celal Bayar Üniversitesi İ. İ. B. F. Yönetim ve Ekonomi, 19 (1), 73–90.
  6. Bayram, N. (2009). Sosyal Bilimlerde SPSS ile Veri Analizi. Bursa:Ezgi Kitabevi, 235.
  7. Bergman, A., & Gillberg G. (2015). The Cabin Crew Blues: Middle‑aged Cabin Attendants and Their Working Conditions. Nordic journal of working life studies,5 (4), 23–39.
  8. Bryman, A., & Cramer, D. (2005). Quantitative Data Analysis with SPSS 12 and 13. New York: Routledge.
  9. Büyüköztürk, Ş., Çokluk, Ö., & Köklü, N. (2011). Sosyal Bilimler için İstatistik. Ankara: Pegem Akademi.
  10. Çokluk, Ö, Şekercioğlu, G., & Büyüköztürk, Ş. (2010). Sosyal Bilimler için Çok Değişkenli İstatistik: SPSS ve LISREL Uygulamaları. Ankara: Pegem Akademi.
  11. Delen, M. G. (2017). Individual Antecedents of Emotional Labour in Airline Industry.
  12. Beykent Üniversitesi Sosyal Bilimler Dregisi (BUJSS), 10 (1), 1–15.
  13. Diefendorff, J. M., Croyle, M. H., & Grosserand, R. H. (2005). The Dimensionality and Antecedents of Emotinal Labor Strategies. Journal of Vocational Behavior, 66, 339–357.
  14. Hochschild, A. R. (2003). The Managed Heart: Commercialization of Human Feeling. California: University of California Press.
  15. Hur, W. M., Moon, T. W., & Jun, J. K. (2013). The Role of Perceived Organizational Support on Emotional Labor in the Airline Industry. International Journal of Contemporary Hospitality Management, 25 (1), 105–123.
  16. IATA (2017). More Than 7% increase in Air Travel Compared to Last Year. Retrieved from: http://www.iata.org/pressroom/pr/Pages/2017–10–09–01.aspx (13.10.2017).
  17. Kavak, B. (2008). Pazarlama Araştırmaları Tasarım ve Analiz. Ankara: Hacettepe University, 283.
  18. Kotler, P., Armstrong, G. (2006). Principles of Marketing. New Jersey: Pearson Prentice Hall.
  19. Lee, C., An, M., & Noh, Y. (2015, September). The Effects of Emotional Display Rules on Flight Attendants’ Emotional Labor Strategy, Job Burnout and Performance. Service Business, Springer; Pan-Pacific Business Association, 9 (3), 409–425.
  20. Saunders, M., Lewis, P., & Thornhill, A. (2003). Research Methods for Business Students. England: Pearson Education.
  21. Shaw, S. (2007). Airline Marketing and Management. Ashgate.
  22. Sheenan, C. (2012). Hard Labour at 35,000 Feet: A Reconsideration of Emotional Demands in Airline Service Work. Hospitality &society, 2 (1), 99–116.
  23. Whitelegg, D. (2002). Cabin Pressure: The Dialectics of Emotional Labour in the Airline Industry. The Journal of Transport History, 23 (1), 73–86.
  24. Wensween, J. G. (2007). Air Transportation: A Management Perspective. Ashgate.
  25. Williams, C. (2003, November). Sky Service: The Demands of Emotional Labour in the Airline Industry. Gender, Work and Organization. 10 (5), 513–550.
  26. Zeithaml, V. A., & Bitner, M. J. (2003). Services Marketing: Integrating Customer Focus Across the Firm. New York, U. S: McGraw‑Hill.