Role Ambiguity and Trust Repair of Flight Attendants: Emotional Labor of Human Service Employees

  title={Role Ambiguity and Trust Repair of Flight Attendants: Emotional Labor of Human Service Employees},
  author={Noriko Okabe},
  journal={Advances in Intelligent Systems and Computing},
  • N. Okabe
  • Published 27 June 2018
  • Business
  • Advances in Intelligent Systems and Computing
This study tests the hypotheses that flight attendants’ emotional labor aspects moderate the decreasing propensity of organizational trust in the changing industrial climates where the role ambiguity is likely perceived by the employees. The questionnaire surveys were administered to a total of 827 flight attendants, 414 for a European and 413 for an Asian airline. A 5-point Likert-type scale was employed to assess the aspects of role ambiguity and emotional labor. The results indicate that… 
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