The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance

@article{Lee2015TheEO,
  title={The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance},
  author={Chongho Lee and Myungsook An and Yonghwi Noh},
  journal={Service Business},
  year={2015},
  volume={9},
  pages={409-425}
}
Abstract This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Emotional display rules did not directly… 
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