Chapters authored
Emotional Labor in the Airlines: Relation between Psychological Contract Violation, Job Satisfaction, and Empathy
With the increasing domination of the service sector in the globalized world economy, this research examines the hypotheses that empathy as emotional labor practiced by human service employees moderate the decreasing propensity of job satisfaction. The background is the changed organizational climate, where the human service employees may perceive a psychological contract violation (PCV). The questionnaire surveys were administered to a total of 827 flight attendants working for two airlines, one is a European and another is an Asian airline. The result shows that, first, for both airlines, PCV perceived by the employees decrease job satisfaction. Second, empathy as emotional labor practiced by the employees moderates the decreasing propensity of job satisfaction. Third, the cross-cultural difference is observed how to moderate or repair the decreasing propensity of job satisfaction between European and Asian airline employees. As a practical implication to discuss, emphatically or emotionally competent employees might harmoniously work with people as well as the automated machines, IT and AI in the stressful workplace, thus, contribute a long-term growth of the human service organization.
Part of the book: Empathy Study