Research On Emotional Labor And Organizational Commitment And Job Satisfaction Of Airborne Personnel

As Hochschild (1983) years, in the form of case in airlines flight attendants emotional expression of a series of studies. Emotional labor this noun is widely applied in various fields, particularly in service industries. But with the development of the era, various forms of service industry are also pay more attention to their services provided by the whether can make customers satisfied. In the evolution of the environment, any a service class company uphold the "customer first, to the guest of honour" the service concept. So, this is that much more request, the service industry staff need more show their emotional labor, in order to get salary. In airlines is no exception, as now many private airlines, competition is intense. The various airlines require their employees to better condition for the service. Flight attendants by performing emotional labor to build a relationship with passengers can make passengers feel care and enthusiasm, and to make them feel comfortable in the process of the whole trip Studies have shown that high strength over a long period of time have some negative impact of emotional labor.This research is mainly on the basis of the revised scale study in foreign countries, for several major airlines employees for quantitative research. Flight attendant emotional labor in the industry are discussed in the demographic differences, as well as the relationship between emotional labor and job satisfaction, and the relationship between the organizational commitment. This study the following conclusions:1, flight attendants, different demographic variables, there were significant differences on the emotional labor load. Age, the longer the length of service, position, the higher the personnel of emotional labor load; Intern in the company, employees did not sign a formal labor contract duration of emotional labor of good frequency is significantly higher than official labor contract employees; Private airlines flight attendants in the emotional labor duration and frequency was significantly higher than that of state-owned airlines flight attendants.2, organization commitment for the airlines flight attendant has significantly positively predict foremotional labor And different dimension of organizational commitment, the flight attendants of emotional labor strategy will have a certain impact.3, in flight attendants, the negative correlation between emotional labor and job satisfaction relationship, however, there is no significant correlation between them. Therefore, you cannot predict job satisfaction through emotional labor.4, through a certain degree of depth interview, and gradually learned about, cause the event of flight attendant emotional labor, emotional conflict type, emotional labor performance and results. In order to for airlines flight attendant management put forward feasible Suggestions.In this study, also for individual problems in separate interviews. Is to want to look for flight attendants perception of emotional work, and put forward feasible Suggestions. This study in xi’an some airlines flight attendants as the object of interview, through in-depth interviews, this paper analyses the causes of flight attendants of emotional labor, emotional expression rules, the effect of emotional labor and job satisfaction with the result of work. The results show that the flight attendants for emotional reasons include labor, to get high salary (if the service process of passengers complain about the bad service attitude and so on, airlines will be fined disposal), the reason of some external departments, lead to passenger for the service are not satisfied, for example:meals, flight delays, taste not machine equipped with too much entertainment content, etc. Flight attendants, mainly used in work is to use the experience, empathy for emotional labor; Main show is "service in advance, the service with a smile" before the passenger demand, found that passenger demand; In the process of flight, flight attendants mainly through subtle service, for example:to help passengers open reading lamp, providing warm water for the old man children means to adjust the mood of the passengers; Flight attendants working in the negative emotion less from passengers, mostly comes from the company’s pressure, affect the job satisfaction.