The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants
- Resource Type
- Conference
- Authors
- Chen, Yongyu; Fan, Xiucheng; Zhao, Tingting
- Source
- 2010 International Conference on Service Sciences Service Sciences (ICSS), 2010 International Conference on. :138-142 May, 2010
- Subject
- Computing and Processing
Communication, Networking and Broadcast Technologies
General Topics for Engineers
Customer satisfaction
Quality management
Management training
Cognition
Business
Conference management
Equations
Numerical analysis
Commercialization
Humans
Unconsciousness
Emotional Labor
Surface Acting
Deep Acting
Service Quality
- Language
- ISSN
- 2165-3828
2165-3836
A survey of 250 flight attendants in Taiwan was undertaken in order to examine the relationships between unconsciousness, emotional labor and service quality using the structural equation model (SEM). Results suggest that unconsciousness has negative impact on the emotional expression, interaction and deep acting. But unconsciousness has positive impact on the surface acting and the variety of emotions required to be expressed. The emotional expression, interaction and deep acting can impact upon service quality.