臺灣博碩士論文加值系統

Flight attendants constitute the majority of customer-service employees in the industry. Compared to their colleagues in other departments, flight attendants have more contact with passengers, and for longer periods of time. Within the airline industry, flight attendants are referred to as the first-line service attendants (Yuan, 2005). Passengers’ images of the airlines are heavily influenced by the manners and emotional attitudes of flight attendants. The working environment of flight attendants is noteworthy in that, over time, it will have a negative impact on flight attendants’ psychological health. During international service, flight attendants face numerous stresses. They must provide service over a long period of time; the pressure in the aircraft cabin is high and the space is hermetic; the types and temperaments of passengers are complex; and the environment may foster various diseases. Furthermore, the work hours of flight attendants are uncertain, and they often deal with night-shift assignments and time-zone changes. Such anomalous shifts over a long period of time constitute the main influence on the health of flight attendants. It is obvious that flight attendants are under a great deal of stress and due to many antecedents of stress.
Moreover, flight attendants have to control their overt behavior and private emotions in order to maintain positive interactions with colleagues and passengers. This kind of emotional control is dictated by the job performance rules of the company, and attendants are required to adjust their emotions to the requirements of the job. This is precisely how Hochschild (1983) defined “emotional labor.” Engaging in emotional labor over an extended period may cause emotional labor overload and make adjustment to work demands difficult. This situation, in turn, may lead to emotional dissonance, that is, a conflict between the attendant’s internal emotions and the organization’s rules regarding emotional expression. Over an extended period, this may have a negative effect on the employee’s physiology and psychology. Long-term emotional stress and relatively intense emotional labor result in emotional exhaustion.
One of the major affected outcomes of the above-mentioned problems to flight attendants is their performance at work. This study, therefore, examines the relationships between work performance and various affective factors may take impact directly on flight attendants working for a Vietnames flag-ship air carrier – Vietnam Airlines. The study tests the purpose model in relation of aspects as passenger satisfaction, work-family conflict, confidence in organizational leadership, especially work stress and empathy (closely related to emotional labor concept) and their impact respectively on work performance. The data collected from sample size of 333 flight attendants in two key hubs as Noi Bai Airport (in Hanoi, Vietnam) and Tan Son Nhat Airport (in Ho Chi Minh City, Vietnam) were obtained through questionnaires and then analyzed by statistical test of correlation and regression, reliabilities for scales were also confirmed.
The results are significant with three significantly positive impact caused by passenger satisfaction and empathy shown at work to work performance, and shows that work stress significantly takes negative impact on VNA flight attendants’ performance. The results suggest that organization should facilitate supportive training for cabin crew, espcially in terms of customer service in order to improve and consolidate passenger satisfaction and the ability to express empathy in a healthy way, so that the employees might feel less stress and perform their work requirement of its best conditions. Moreover, learning to manage stress during flights and off flights is also a problem asked for even more solutions from both the organization and the individuals themselves within the extreme working atmosphere of the business and the whole industry.

Flight attendants constitute the majority of customer-service employees in the industry. Compared to their colleagues in other departments, flight attendants have more contact with passengers, and for longer periods of time. Within the airline industry, flight attendants are referred to as the first-line service attendants (Yuan, 2005). Passengers’ images of the airlines are heavily influenced by the manners and emotional attitudes of flight attendants. The working environment of flight attendants is noteworthy in that, over time, it will have a negative impact on flight attendants’ psychological health. During international service, flight attendants face numerous stresses. They must provide service over a long period of time; the pressure in the aircraft cabin is high and the space is hermetic; the types and temperaments of passengers are complex; and the environment may foster various diseases. Furthermore, the work hours of flight attendants are uncertain, and they often deal with night-shift assignments and time-zone changes. Such anomalous shifts over a long period of time constitute the main influence on the health of flight attendants. It is obvious that flight attendants are under a great deal of stress and due to many antecedents of stress.
Moreover, flight attendants have to control their overt behavior and private emotions in order to maintain positive interactions with colleagues and passengers. This kind of emotional control is dictated by the job performance rules of the company, and attendants are required to adjust their emotions to the requirements of the job. This is precisely how Hochschild (1983) defined “emotional labor.” Engaging in emotional labor over an extended period may cause emotional labor overload and make adjustment to work demands difficult. This situation, in turn, may lead to emotional dissonance, that is, a conflict between the attendant’s internal emotions and the organization’s rules regarding emotional expression. Over an extended period, this may have a negative effect on the employee’s physiology and psychology. Long-term emotional stress and relatively intense emotional labor result in emotional exhaustion.
One of the major affected outcomes of the above-mentioned problems to flight attendants is their performance at work. This study, therefore, examines the relationships between work performance and various affective factors may take impact directly on flight attendants working for a Vietnames flag-ship air carrier – Vietnam Airlines. The study tests the purpose model in relation of aspects as passenger satisfaction, work-family conflict, confidence in organizational leadership, especially work stress and empathy (closely related to emotional labor concept) and their impact respectively on work performance. The data collected from sample size of 333 flight attendants in two key hubs as Noi Bai Airport (in Hanoi, Vietnam) and Tan Son Nhat Airport (in Ho Chi Minh City, Vietnam) were obtained through questionnaires and then analyzed by statistical test of correlation and regression, reliabilities for scales were also confirmed.
The results are significant with three significantly positive impact caused by passenger satisfaction and empathy shown at work to work performance, and shows that work stress significantly takes negative impact on VNA flight attendants’ performance. The results suggest that organization should facilitate supportive training for cabin crew, espcially in terms of customer service in order to improve and consolidate passenger satisfaction and the ability to express empathy in a healthy way, so that the employees might feel less stress and perform their work requirement of its best conditions. Moreover, learning to manage stress during flights and off flights is also a problem asked for even more solutions from both the organization and the individuals themselves within the extreme working atmosphere of the business and the whole industry.

ACKNOWLEDGMENTS I
ABSTRACT II
Contents IV
Chapter 1 Introduction 1
1.1 Motivation 1
1.2 Purpose 4
1.3 Research Scope 4
1.4 Definition of Terms 5
Chapter 2 Literature Review 6
2.1Review of individual work performance 6
2.2 Flight attendance job analysis 9
2.3The concept of Emotional labor 12
2.3.1 The study of Arlie Hochschild 12
2.3.2 Emotional labor consequences 14
2.4Overview of Vietnam Airlines 16
2.5 Factors affecting work performance of flight attendants 23
2.5.1 Passenger satisfaction 23
2.5.2 Confidence in Leadership 25
2.5.3 Work stress suffered by flight attendants 26
2.5.4 Empathy 28
2.5.5 Work-family conflict 30
Chapter 3 Research Methodology 33
3.1 Research design 33
3.2 Research population and sample 34
3.2.1 Population 34
3.2.2 Sample size 35
3.3 Research instrument 36
3.4 Data collection and statistical treatment 40
3.4.1 Data collection 40
3.4.2 Statistical treatment 41
Chapter 4 Research Results and Analysis 42
4.1 Descriptive statistics 42
4.1.1 Demographic characteristics 42
4.1.2 Descriptive statistics of variables 43
4.2. Reliability testing for scales 46
4.2.1. Scale: Work-family conflict 46
4.2.2 Scale: Work stress 47
4.2.3 Scale: Confidence in Leadership 48
4.2.4 Scale: Empathy 49
4.2.5 Scale: Passenger satisfaction 50
4.2.6 Scale: Work performance 51
4.3. Exploratory factor analysis 51
4.3.1 Data dimension reduction for independent variables 52
4.3.2 EFA for dependent variable 55
4.4 Multiple-regression analysis 56
4.5 Summary of hypotheses testing 58
Chapter 5 Implications, Conclusions and Recommendations 60
5.1 Implications 60
5.2 Limitations 61
5.3 Conclusions and Recommendations 61
References 67
Attachment 82
APPENDIX A 82

1.Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124, 229- 246.
2.Adelman, P. K. (1989). Emotional labor and employee well-being. Unpublished doctoral dissertation, University of Michigan, Ann Arbor.
3.Aguinis, H., & Stone-Romero, E. F. (1997). Methodological artifacts in moderated multiple regression and their effects on statistical power. Journal of Applied Psychology, 82, 192-206.
4.Albrecht, K., & Zemke, R. (1985). Service America! Doing business in the new economy. Homewood, IL: Dow Jones-Irwin.
5.Alon, I., & Higgins, J. M. (2005). Global leadership success through emotional and cultural intelligences. Business Horizons, 48, 501-512.
6.Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411-423.
7.Aryee, S. (1992). Antecedents and outcomes of work-family conflict among married professional women: evidence from Singapore. Human Relations, 45,813-838.
8.Aryee, S. (1993). Dual-earner couples in Singapore: An examination of work and nonwork sources of their experienced burnout. Human Relations, 46,1441-1467.
9.Ash, M. K. (1984). Mary Kay on people management. New York: Warner Books.
10.Ashforth, B.E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
11.Assouline, M., & Meir, E.I. (1987). Meta-analysis of the relationship between congruence and well-being measures. Journal of Vocational Behavior, 31, 319-332.
12.Avers K., King S. J., Nesthus T. E., Thomas S., Banks J. Flight attendant fatigue: Part I. National duty, rest, and fatigue survey (Report No. DOT/FAA/AM-09/24) Washington, DC: Federal Aviation Administration, Office of Aerospace Medicine; 2009.
13.Avers K., Nei D., King S. J., Thomas S., Roberts C., Banks J., Nesthus T. E. Flight attendant fatigue: A quantitative review of flight attendant comments(Report No. DOT/FA A /AM-11/16) Washington, DC: Federal Aviation Administration, Office of Aerospace Medicine; 2011
14.Bacharach, S. B. (1989). Organizational theories: Some criteria for evaluation. Academy of Management Review, 14, 490-495.
15.Ballard T., Lagorio S., De Angelis G., Verdecchia A. (2002) Cancer incidence and mortality among flight personnel: A meta analysis. Aviation, Space and Environmental Medicine, 71, 216–224.
16.Bandura, A. (1982). The psychology of chance encounters and life paths. American Psychologist, 37, 747-755. Barrett-Lennard, G. T. (1981). The empathy cycle: Refinement of an unclear concept. Journal of Counseling Psychology, 28, 91-100.
17.Batson, C. D., Dyck, J. L., Brandt, J. R., Batson, J. G., Powell A. L., McMaster, M. R., & Griffitt, C. (1988). Five studies testing two new egoistic alternatives to the empathy-altruism hypothesis. Journal of Personality and Social Psychology, 55, 52-77.
18.Beehr A. T, Jex M.S., Stacy A. B., & Murray A.M. (2000). Work Stressors and Coworker Support as Predictors of Individual Strain and Job Performance.Journal of Organizational Behavior, Vol. 21, No. 4 , pp. 391-405.
19.Beehr, T.A. (1976). Perceived Situational Moderators of the Relationship Between Subjective Role Ambiguity and Role Strain. Journal of Applied Psychology, Vol 61, pp. 35-40.
20.Beh H.C. & McLaughlin (1997) “Effect of long flights on the cognitive performance of air crew,” Perceptual and Motor Skills, 84, 319–322.
21.Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods and Research, 17, 303-316.
22.Bolton, S. (2005), Emotion Management in the Workplace. Palgrave, London
23.Booth-Kewley, S., & Friedman, H. S. (1987). Psychological predictors of heart disease: A quantitative review. Psychological Bulletin, 101, 343-362
24.Boreman, T., and S.J. Motowidlo. (1993). Evidence that Task Performance should be Distinguished from Contextual performance. Journal of Applied Psychology, 79(4),475-480.
25.Borman W.C. & Brush D.H. (1993). More progress toward a taxonomy of managerial performance requirements. Human Resources Performance, 6, 1–21.
26.Bowen, D. E., Siehl, C, & Schneider, B. (1989). A framework for analyzing customer service orientations in manufacturing. Academy of Management Review, 14, 75-95.
27.Bryne, B. M. (1998). Structural Equation Modeling with LISREL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum Associates.
28.Burns, A. C., & Bush, R. F. (1995). Marketing research. Englewood Cliffs, NJ: Prentice Hall. Caplan, (1974).Support systems and community mental health: Lectures on concept development. New York: Behavior Publications.
29.Campbell C.H., Ford P., Rumsey M.G., et al. (1990). Development of multiple job performance measures in a representative sample of jobs. Pers Psychology, 43, 277–300.
30.Campbell J.P. (1994). Alternative models of job performance and their implications for selection and classification. In: Rumsey MG, Walker CB, Harris JH, eds. Personnel Selection and Classification. Hillsdale, NJ, and England: Lawrence Erlbaum Associates Inc.
31.Campbell, J.P., McCloy, R.A., and Oppler, S.H. (1993).A Theory of Performance. N. Schmitt and W.C. Borman, Personnel selection in organizations. San Francisco: Jossey-Bass, U.S.A.
32.Caplan, G. (1976). The family as a support system. In G. Caplan & M. Killelea (Eds.), Support systems and mutual help (pp. 19-36). New York: Grune & Stratton.
33.Caplan, R. D., Cobb, S., French, R. P., Harrison, R., & Pinneau, S. R. (1975). Job demands and worker health. Washington, D. C.: Department of Health, Education, and Welfare
34.Caplan, R. D., Cobb, S., French, R. P., Harrison, R., & Pinneau, S. R, (1980). Job demands and worker health. Ann Arbor, MI: Institute for Social Research. Churchill,
35.Casccio, W.F. (1995). Whither Industrial and Organizational Psychology in a Changing World of Work. American Psychologist, 50(11), 928-939.
36.Chen C., Chen S. Burn out and work engagement among cabin crew: Antecedents and consequences.Internatial Journal of Aviation Psychology. 2012;22:41–58.
37.Clemenz, C. (2000). Measuring perceived quality of training in the hospitality industry. Unpublished doctoral dissertation, Virginia Tech, Blacksburg.
38.Cohen, J., & Cohen, P. (1983). Applied multiple regression/correlation analysis for the behavioral sciences (2nd ed.). Hillsdale, NJ: Erlbaum.
39.Cohen, S., & Herbert, T. B.(1996). Health psychology: Psychological factors and physical disease from the perspective of human psychoneuroimmunology. Annual Review of Psychology, 47, 113-142.
40.Cohen, S., & Willis, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98, 310-357.
41.Conrad, C., & Witte, K. (1994). Is emotional expression repression oppression? Myths of organizational affective regulation. In S. Deetz (Ed.), Communication Yearbook,17, 417-428.
42.Davis, M. H. (1983). Measuring individual differences in empathy: Evidence for a multidimensional approach. Journal of Personality and Social Psychology, 44, 113- 126.
43.Davis, M. H. (1994). Empathy: A social psychological approach. Madison, WI: Brown & Benchmark Publishers.
44.Davis, M. H., Mitchell, K. V., Hall, J. A., Lothert, J., Snapp, T., & Meyer, M. (1999). Empathy, expectations, and situational preferences: Personality influences on the decision to participate in volunteer helping behavior. Journal of Personality, 67, 469-501.
45.Dawis, R. V., & Lofquist, L. H. (1984). A psychological theory of work adjustment. Minneapolis: University of Minnesota Press.
46.DeLay, M. T. (1999). Emotional labor in the workplace. Unpublished master thesis, University of Arkansas, Little Rock.
47.Deutsch, F., & Madle,R. A. (1975). Empathy: Historic and current conceptualizations, and a cognitive theoretical perspective. Human Development, 18, 267-287.
48.DeVellis, R. F. (1991). Scale development: Theory and application. Newbury Park, CA: Sage.
49.Dillard, J.. P. & Hunter, J. E. (1989). On the use and interpretation of the Emotional Empathy Scale, the Self-Consciousness Scales, and the Self-Monitoring Scale. Communication Research, 16, 104-129.
50.Dresel M. K., Boutros R. Extremely long flights: An in-flight survey of passenger and flight attendant comfort, activities and non-stop preferences. 2001. pp. 897–900. In Proceedings of the Human Factors and Ergonomics Society 45th annual meeting. Santa Monica, CA: Human Factors and Ergonomics Society.
51.Duan, C., & Hill, C. E. (1996). The current state of empathy research. Journal of Counseling Psychology, 43, 261
52.Dubin, R. (1978). Theory building. New York: Free Press.
53.Dunhan, R. B. (1976). The measurement and dimensions of job characteristics. Journal of Applied Psychology, 61, 404-409.
54.Edwards, M. & Edwards, E. (1990). The Aircraft Cabin. Managing the Human Factor. London: Gower Publishing Company.
55.Ekman, P. (1973). Cross culture studies of facial expression. In. P. Ekman (Ed.), Darwin and facial expression: A century of research in review (pp. 169-222). New York: Academic Press.
56.Erickson, J., Pugh, W.M., and Gunderson, E.K.E. (1972). Status Congruency as a Predictor of Job Satisfaction and Life Stress.Journal of Applied Psychology, Vol 56, pp. 523-525.
57.Erickson, R. J. (1991). When emotion is the product: Self society, and inauthenticity in a postmodern world. Unpublished doctoral dissertation, Washington State University, Pullman.
58.Erickson, R., & Wharton, A. S. (1997). Inauthenticity and depression: Assessing the consequences of interactive service work. Work and Occupation, 24, 188-213.
59.Feshbach, N., & Roe, K. (1968). Empathy in six and seven year olds. Child Development, 39, 133-145.
60.Filipieva, T.V. (2011). Psihologia professii bortprovodnika [Psychology of Flight Attendant’s Profession]. Moscow: Energy.
61.Fineman, S. (1993). Organizations as emotional arenas. In S. Fineman (Ed.), Emotion in organizations, (pp.9-35). Newbury Park, CA: Sage.
62.Fisher, C. D., & Ashkanasy, N. M. (2000). The emerging role of emotions in work life: An introduction. Journal of Organizational Behavior, 21, 123-129.
63.Folkman, S., & Lazarus, R. S. (1991). Coping and emotion. In A.
64.Ford, J.K., MacCallum, R.C., & Tait, M. (1986). The application of exploratory factor analysis in applied psychology: A critical review and analysis. Personnel Psychology, 39, 291-314.
65.Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 19, 39-50.
66.Friedman, H. S. (1989). The role of emotional expression in coronary heart disease. In Nebraska Symposium on Motivation, Cole, J. K (ed.). University of Nebraska Press: Lincoln, NE, 207-283
67.Frijda, N. H. (1994). Emotions are functional, most of the time. In P. Ekman & R. J. Davidson (Eds.), The nature of emotions: Fundamental questions (pp.112-122). New York: Oxford University Press.
68.Frone M. R. (2003). Work-family balance. In J. C. Quick & L. E. Tetrick (Eds.), Handbook of occupational health psychology(pp.143-162). Washington, DC: American Psychological Association.
69.Frone, M. R., Russell, M., & Cooper, M.L. (1992). Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface. Journal of Applied Psychology, 77, 65-78.
70.Frone, M. R., Yardley, J. K., & Markel, K. S. (1997). Developing and testing and integrative model of the work-family interface. Journal of Vocational Behavior, 50,145-167.
71.G. A., Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64-73.
72.Gentry, W. A., & Chappelow, C. T. (2009). Managerial derailment: Weaknesses that can be fixed. In R. B. Kaiser (Ed.), The perils of accentuating the positives (pp. 97-113). Tulsa, OK: HoganPress.
73.Goleman, D. (1995). Emotional intelligence. New York: Bantam Books.
74.Grandey, A. A. (1999). The effects of emotional labor: Employee attitudes, stress and performance. Unpublished doctoral dissertation, Colorado State University, Fort Collins.
75.Greenson, R. R. (1960). Empathy and its vicissitudes. International Journal of Psychoanalysis, 41, 418-424. 167 Goffman, E. (1959). The presentation of self in everyday life. Garden City, NY: Doubleday.
76.Griffiths R. F., Powell D. M. C. The occupational health and safety of flight attendants. Aviation, Space, and Environmental Medicine. 2012;83:514–521.
77.Gunnarsdottir H., Sveinsdottir H., Bernburg J., Fridriksdottir H., Tomasson K. Lifestyle, harassment at work and self-assessed health of female flight attendants, nurses, and teachers. Work. 2006;27:165–172.
78.Gursoy, D. (2001). Development of a travelers’ information search behavior model. Unpublished doctoral dissertation. Virginia Tech, Blacksburg.
79.Hackman, J. R. & Lawler, E. E. III. (1971). Employee reactions to job characteristics. Journal of Applied Psychology, 55, 259-286.
80.Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60, 574-580.
81.Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16, 250-279.
82.Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis. New York: Macmillan.
83.Harris, P. R. & Moran, R. T. (1987).Managing cultural differences. Houston, TX: Gulf Publishing Company.
84.Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge University Press.
85.Heskett, J. L., Jones, T. O., Sasser Jr., W. Earl, & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Haward Business Review, 72, 164-1 70.
86.Hinkin, T. R., Tracey, J. B., & Enz, C.A. (1997). Scale construction: Developing reliable and valid measurement instruments. Journal of Hospitality and Tourism Research, 21, 100-120.
87.Hochschild A.R. (1983) “The managed heart: Commercialization of human feeling,” Berkley, University of California Press.
88.Hochschild, A. (1990). Ideology and emotion management: A perspective and path for future research. In T. D. Kemper (Ed.), Research agendas in the sociology of emotions (pp.117-142). Albany, N. Y: State University of New York Press.
89.Hochschild, A. (1993). Preface. In S. Finemen (Ed.), Emotion in Organizations (p. xixiii). Newbury Park, CA: Sage Publication.
90.Hoffman, K. D., & Ingram, T. N. (1 992). Service provider job satisfaction and customer- oriented performance. Journal of Sewices Marketing, 6(2), 68-78.
91.Hoffman, M. L. (1984). Development of prosocial motivation: Empathy and guilt. In N. Eisenberg (Ed.), The development of prosocial behavior (pp.218-231). New York: Academic Press.
92.Holye, R. H. (1995). The structural equation modeling approach: Basic concepts and fundamental issues. In R. H. Holye (Ed.), Structural equation modeling: Concepts, issues, and applications (pp. 1-15). Thousand Oaks, CA: Sage Publication.
93.House, J.S. (1981). Work stress and social support. Reading, MA: Addison-Wesley.
94.Ickes, W., Snyder, M., & Garcia, S. (1997). Personality influences on the choice of situations. In R. Hogan, J. Johnson, & S. Briggs (Eds.), Handbook of Personality Psychology (pp. 165-195).
95.Jackson, S. E., Schwab, R. L., & Schuler, R. S. (1986). Toward an understanding of the burnout phenomenon. Journal of Applied Psychology, 71, 630-640
96.Jackson, S. E., Turner, J. A., & Brief, A. P. (1987). Correlates of burnout among public service lawyers. Journal of Occupation Behavior, 8, 339-349.
97.Jamner, L. D., Schwartz, G. E., & Leigh, H. (1988). The relationship between repressive and defensive coping styles and monocyte, eosinophile, and serum glucose levels: Support for the opioid peptide hypothesis of repression. Psychosomatic Medicine, 50, 567-575.
98.Jetease (2010). Flight attendants survey on jet stress. Retrieved on 1 May 2015 http://www.jetease.com/jetease5.html.en
99.Jokinen, T. (2005). Global leadership competencies: A review and discussion. Journal of European Industrial Training, 29, 199-218.
100.Jones, J. R. (1998). An examination of the emotional labor construct and its effects on employee outcomes. Unpublished doctoral dissertation, University of Nebraska, Lincoln.
101.Jordan, J. V., Kaplan, A. G., Miller, J. B., Stiver, I. P., & Surrey, J. L. (1991). Women’s growth in connection: Writings from the stone center. New York: Guilford Press.
102.Jöreskog, K. G. & Sörbom, D. (1998). LISREL 8.3 user's reference guide. Chicago: Scientific Software Inc.
103.Judd, C. M., Smith, E. R., & Kidder, L. H. (1991). Research methods in social relations, 6 th ed. Fort Worth, TX: Harcourt Brace Jovanovich College Publishers.
104.Judge, T. A. (1992). The dispositional perspective in human resources research. In G. R. Ferris (Ed.), Research in personnel and human resources management (Vol. 10, pp. 31-72). Greenwich, CT: JAI Press.
105.Kahn, R. L. (1964). Role conflict and ambiguity in organizations. Personnel Administrator, 9, 8-13.
106.Kahn, W. A. (1993). Caring for the caregivers: Patterns of organizational caregiving. Administrative Science Quarterly, 38, 539-563.
107.Karabanow, J. (1999). When caring is not enough: Emotional labor and youth shelter workers. Social Service Review, 73, 340-358.
108.Karasek, R., & Theorell, T. (1990). Healthy work: Stress, productivity, and the reconstruction of working life. New York: Basic Books.
109.Kerem, E., Fishman, N., & Josselson, R. (2001). The experience of empathy in everyday relationships: Cognitive and affective elements. Journal of Social and Personal Relationships, 18, 709-729.
110.Klimov, E.A. (2003). Puti v professionalism [Ways to Professionalism]. Moscow: Flinta.
111.Kohut, H. (1984). Introspection, empathy, and the semicircle of mental health. In J. Lichtenberg, M. Bornstein, & D. Silver (Eds.), Empathy (pp.81-100). Hillsdale, NJ: Analytic Press.
112.Kondo, Y. (2001). Customer satisfaction: How can I measure it? Total Quality Management, 12, 867-872.
113.Kruml, S. M., & Geddes, D. (2000b). Catching fire without burning out: Is there an ideal way to perform emotion labor? In N. M. Ashkanasy, C. E. Härtel, W. J. Zerbe (Eds.), Emotions in the workplace (pp.177-188). Wesport, CT: Greenwood.
114.Kruml, S.M., & Geddes, D. (2000a). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8-49.
115.Lauria L., Ballard T., Caldora M., Mazzani C., Verdecchia A. Reproductive disorders and pregnancy outcomes among female flight attendants. Aviation, Space and Environmental Medicine. 2006;77:533–539.
116.Lazarus, R. S. (1993). From psychological stress to the emotions: A history of changing outlooks. In L.W. Porter & M. Rosenzweig (Eds.), Annual review of psychology (Vol. 44, pp. 1-2). Palo Alto, CA: Annual Reviews.
117.Leinder, R. (1993). Fast food, fast talk: Service work and the routinization of everyday life. Berkeley: University of California.
118.Liang S., Hsieh A. Individual's perception of career development and Job burnout among flight attendants in Taiwan. International Journal of Aviation Psychology. 2005;15:119–134.
119.Linda Koopsman et al. (2011). Conceptual Frameworks of Individual Work Performance. Journal of Education Management, 53, 8.
120.Locke, E. A. (1976). The nature and causes of job satisfaction. In M. D. Dunnett (Ed.), Handbook of industrial and organizational psychology (pp.1279-1350). Chicago: Rand McNally.
121.Ludwig (2010) How to resolve customer service issues URL:http://www.ehow.com/how_6860237_resolve-customer-serviceissues.html Retrieved 24 April 2011
122.Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18, 162- 174.
123.Margolis, B.L., Kroes, W.H., & Quinn, R.P. (1974). Job Stress: An Unlisted Occupational Hazard. Journal of Occupational Medicine, Vol, pp. 659-661.
124.Martin, S. E. (1999). Police force or police service? Gender and emotional labor. In R. J. Steinberg, & D. M. Figart (Eds.), Emotional labor in service economy (pp. 111- 126). The Annals of the American Academy of Political and Social Science, 561.
125.Maslach, C. (1978). The client role in staff burnout. Journal of Social Issues, 34, 111- 124.
126.Maslach, C. (1982). Burnout: The cost of caring. Englewood Cliffs, NJ: Prentice-Hall.
127.Maslach, C., & Jackson, S. E. (1979). Burned-out cops and their families. Psychology Today, 12, 59-62.
128.Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Occupational Behavior, 2, 99-113.
129.Maxham J.G.I., Netemeyer R.G., Lichtenstein D.R. (2008) The retail value chain: linking employee perceptions to employee performance, customer evaluations, and store performance. Market Science, 27, 147–167.
130.Mehrabian, A., & Epstein, N. (1972). A measure of emotional empathy. Journal of Personality, 40, 535-543.
131.Mendez-Russell, A. (2001). Diversity leadership.Executive Excellence, 18, 16.
132.Miller, K. I., Ellis, B. H., Zook, E. G., & Lyles, J. S. (1990). An integrated model of communication, stress, and burnout in the workplace. Communication Research, 17, 300-326.
133.Miller, K. I., Still, J. B., & Ellis, B. H. (1988). Communication and empathy as precursors to burnout among human service workers. Communication Monographs, 55, 250-265. Mobil Travel Guide (2002). http://exxonmobiltravel.com/index.cfm
134.Miller, K., Birkholt, M, Scott, C, & Stage, C. (1995).Empathy and burnout in human service work: An extension of a communication model. Communication Research, 22, 123-147.
135.Mills, T., & Kleinman, S. (1988). Emotions, reflexivity, and action: An interactionist analysis. Social Forces, 66, 1009-1027.
136.Mischel, W. (1977). On the future of personality measurement. American Psychologist, 32, 246-254.
137.Monat and R. S. Lazarus (Eds.), Stress and Coping: An anthology, (pp.207-227). New York: Columbia.
138.Morris, J. (1995). Predictors and consequences of emotional labor. Unpublished doctoral dissertation. University of South Carolina, Columbia.
139.Morris, J., & Feldman, D. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
140.Morris, J., & Feldman, D. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257-274.
141.Motowidlo, S.J., Packard, J.S., and Manning, M.R. (1986). Occupational stress: its causes and consequences for Job performance. Journal of Applied Psychology, 71,618- 629.
142.Murphy K.R. (1989). Dimensions of job performance. In: Dillon RF, Pellegrino JW, eds.Testing: Theoretical and Applied Perspectives. New York: Praeger.
143.Netemeyer, R. G., Boles, J.S., & McMurrian, R. (1996). Development and validation of workfamily conflict and work-family conflict scales. Journal of Applied Psychology, 81,400-410.
144.Netemeyer, R. G., Brashear-Alejandro, T., & Boles, J.S. (2004). A cross-national model of jobrelated outcomes of work-role and family role variables: A retail sales context. Journal of the Academy of Marketing Science, 32,49-60.
145.Omdahl, B. L., & O’Donnell, C. (1999). Emotional contagion, empathic concern and communicative responsiveness as variables affecting nurses’ stress and occupational commitment. Journal of Advanced Nursing, 29, 1351-1359.
146.Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64, 12-40.
147.Parasuraman, S., Greenhaus, J. H, & Granrose, C. S. (1992). Role stressors, social support, and well-being among dual earner couples. Journal of Organizational Behavior, 13,339-356.
148.Parasuraman, S., Purohit,Y.S., Godshalk, V.M., & Beutell, N.J. (1996). Work and family variables, entrepreneurial career success, and psychological well-being. Journal of Vocational Behavior, 48, 275-301.
149.Paules, G. F. (1991). Dishing it out: Power and resistance among waitresses in a New Jersey restaurant. Philadelphia : Temple University Press.
150.Pedhazur, E. J. (1997). Multiple regression in behavior research. New York: CBS College Publishing. Peters, T. J., & Austin, N. (1985). A passion for excellence. New York: Harper & Row.
151.Pines, A. (1982). Helpers’ motivation and the burnout syndrome. In T. A. Wills (Ed.), Basic processes in helping relationships (pp. 453-475). San Diego: Academic Press.
152.Rafaeli, A. (1989). When cashiers meet customers: An analysis of the role of supermarket cashiers. Academy of Management Journal, 32, 245-273.
153.Rafaeli, A., & Sutton, R. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23-37.
154.Rafaeli, A., & Sutton, R. (1989). The expression of emotion in organizational life. In B. M. Staw, & L. L. Cummings (Eds.), Research in organizational behavior (pp. 1- 42). Greenwish, CT: JAI Press.
155.Richman, J. A. (1988). Deviance from sex-linked expressivity norms and psychological distress. Social Forces, 67, 208-215.
156.Riggio, R. E., & Taylor, S. J. (2000). Personality and communication skills as predictors of hospice nurse performance. Journal of Business and Psychology, 15, 351-359.
157.Rithi Baruah (2014). Influence of Emotional Labour on General Health of Cabin Crew and Airline Ground Employees. Journal of Education & Social Policy, 1, 2.
158.Rose M. (2003). Good Deal, Bad Deal? Job Satisfaction in Occupations. Work Employment Society, 17; 503.
159.Rose, M. (2001). The working life of a waitress. Mind, Culture, and Activity, 8, 3-27. Rutter, D. R., & Fielding, P. J. (1988). Sources of occupational stress: An examination of British prison officers. Work and Stress, 2, 292-299.
160.Rotundo M. & Sackett P.R. (2002). The relative importance of task, citizenship, and counterproductive performance to global ratings of performance: a policy-capturing approach. Journal of Applied Psychology, 87, 66.
161.Rust, R. T., Steward, G. L., Miller, H., & Pielak, D. (1996). The satisfaction and retention of frontline employees: A customer satisfaction measurement approach. International Journal ofservice Industry Management, 7(5), 62-74.
162.Salinger L., Jesilow P., Pontell H., Geis G. Assaults against airline flight attendants: A victimization study.Transportation Journal. 1985;25(1):66–71.
163.Saxton, M. J., Phillips, J. S., & Blakeney, R. N. (1991). Antecedents and consequences of emotional exhaustion in the airline reservations service sector. Human Relations, 44, 538-595.
164.Schaubroeck, J., & Jones, J. R. (2000). Antecedents of work place emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-183.
165.Schneider, B., & Bowen, D. E. (1985). Employee and customer perceptions of service in banks: Replication and extension. Journal of Applied Psychology, 70, 423-433.
166.Seeman, M. (1991). Alienation and anomie. In J. Robison, P. Shaver, & L. Wrightsman (Eds.), Measures of personality and social psychological attitudes (pp. 291-295). San Diego, CA: Academic Press.
167.Selye, H. (1955). Stress and disease. Science.
168.Sen, (2007) second edition Communication skills
169.Sergeant, A., & Frenkel, S. (2000). When do customer contact employees satisfy customers? Journal of Service Research, 3, 18-34.
170.Sharam L. Lifestyles, flying and associated health problems in flight attendants. The Journal of the Royal Society for the Promotion of Health. 2007;127(6):268–275.
171.Shuler, S. & Sypher, B. D. (2000). Seeking emotional labor: When managing the heart enhances the work experience. Management Communication Quarterly, 14, 50-89.
172.Spokane, A. R. (1985). A review of research on person-environment congruence in Holland’s theory of careers. Journal of Vocational Behavior, 26, 306-343.
173.Stanislavski, C. (1965). An actor prepares. Tr. Elizabeth Reynolds Hapgood. New York: Theatre Arts Books.
174.Staw, B. M., & Ross, J. (1985). Stability in the midst of change: A dispositional approach to job attitudes. Journal of Applied Psychology, 70, 469-480.
175.Steinberg, R. J., & Figart, D. M. (1999). Emotional labor since the managed heart. In R. J. Steinberg, & D. M. Figart (Eds.), Emotional labor in service economy (pp. 8-26). The Annals of the American Academy of Political and Social Science, 561.
176.Strayer, J. (1987). Affective and cognitive perspective on empathy. In N. Eisenbert & J. Strayer (Eds.), Empathy and its development (pp. 218-244). New York: Cambridge University Press.
177.Strelkov, Yu.K. (2001). Inzenernaya i professionalnaya psihologia [Engineering and Professional Psychology]. Moscow: Academia.
178.Strickland, W. (1992). Institutional emotional norms and role satisfaction: Examination of a career wife population. Sex Roles, 25, 423-439.
179.Suvanto S., Partinen M., Harma M., Ilmarinen J. Flight attendants’ desychronosis after rapid time zone changes. Aviation, Space and Environmental Medicine. 1990;61:543–547.
180.Thoits, P. A. (1989). The sociology of emotions. Annual Review of Sociology, 15, 317- 342.
181.Tolich, M. B. (1993). Alienation and liberating emotions at work. Journal of Contemporary Ethnography, 22, 361-381.
182.Ushakova, N.V., Kozlov, N.I., & Egides, A.P. Osnovy psihologii obshchenija dlja bortprovodnikov [A Guide for Cabin Attendants in the Psychology of Communications]. Moscow: Transport.
183.Van Maanen, J., & Kunda, G. (1989). Real feelings: Emotional expression and organizational culture. In L. Cummings & B. Staw (Eds.), Research in organizational behavior (pp. 43-103). Greenwich: JAI.
184.Verbeke, W. (1997). Individual differences in emotional contagion of salespersons: Its effect on performance and burnout. Psychology & Marketing, 14, 617-636.
185.Viswesvaran C. & Ones D.S. (2000). Perspectives on models of job performance. International Journal of Select Assessment.
186.Watson, D., & Clark, L. A. (1984). Negative affectivity: The disposition to experience negative emotional states. Psychological Bulletin, 96, 465-490.
187.Watson, D., Clark, L.A, & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54, 1063-1070.
188.Watson, M., Pettingale, K. W., & Greer, S. (1984). Emotional control and autonomic arousal in breast cancer patients. Journal of Psychosomatic Research, 28, 467-474.
189.Wharton, A. (1993). The affective consequences of service work. Work and Occupations, 20, 205-232.
190.Wharton, A. (1999). The psychosocial consequences of emotional labor. . In R. J. Steinberg, & D. M. Figart (Eds.), Emotional labor in service economy (pp. 38-45), The Annals of the American Academy of Political and Social Science, 561.
191.Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18, 457-486.
192.Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17,495-5 13.
193.Wright, T., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83, 486-493.
194.Yanay, N. & Shahar, G. (1998). Professional feelings as emotional labor. Journal of Contemporary Ethnography, 27, 346-373.
195.Yuan S.J. (2005) “The steward obeys the positive research of hardworking ability and passenger’s satisfaction dependence,” Department of Marketing and Distribution Management National Kaohsing First University of Science and Technology Master's thesis.
196.Zedeck, S. (1971). Problems with the use of “moderator” variables. Psychological Bulltein, 76, 295-310.
197.Zikmund, W. G. (1997). Business research methods. Fort Worth, TX: Dryden Press.