The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants

机译：意识和情绪劳动对服务质量的影响：以空乘人员为例

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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.

机译：为了对无意识，情绪劳动和服务质量之间的关系进行了调查，对台湾250名空服员进行了调查。结果表明，无意识对情绪表达，互动和深层行为有负面影响。但是无意识对表面行为和需要表达的各种情绪有积极的影响。情感表达，互动和深入的行动会影响服务质量。

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来源
《2010 International Conference on Service Science》|2010年|p.138-142|共5页
会议地点 Hangzhou(CN);Hangzhou(CN)
作者
Chen Yongyu; Fan Xiucheng; Zhao Tingting;
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原文格式 PDF
正文语种 eng
中图分类计算技术、计算机技术;
关键词
Deep Acting; Emotional Labor; Service Quality; Surface Acting; Unconsciousness;

机译：深度代理;情感劳动;服务质量;表面代理;潜意识;

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1. Flight Attendants’ Emotional Labor and Exhaustion in the Taiwanese Airline Industry [J] . Cheng-Ping CHANG, Ju-Mei CHIU Journal of Service Science and Management . 2009,第4期

机译：台湾航空业乘务员的情绪劳累
2. Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects [J] . Liu Xiao-Yu, Chi Nai-Wen, Gremler Dwayne D. Journal of Service Research . 2019,第3期

机译：服务中的情绪周期：情绪传染和情绪劳动效应
3. Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects [J] . Liu Xiao-Yu, Chi Nai-Wen, Gremler Dwayne D. Journal of Service Research . 2019,第3期

机译：服务中的情感周期：情绪传染和情绪劳动影响
4. The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants [C] . CHEN Yongyu, FAN Xiucheng, ZHAO Tingting International Condference on Service Sciences . 2010

机译：无意识和情绪劳动对服务质量的影响：乘务员的案例
5. Facing racism at 30,000 feet: African American pilots, flight attendants, and emotional labor. [D] . Evans, Louwanda. 2012

机译：在30,000英尺处面临种族主义：非洲裔美国飞行员，空姐和情感劳动。
6. The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement [O] . Myoung-Soung Lee, Han-Seong Kim 2020

机译：服务员工对情绪劳动力的影响：双调解人才 - 工作合适和工作参与
7. Impact of Flight Attendants' Emotional Intelligence on the Service Quality and Organization [O] . Ji-Seon Jeon, Gyu-Jin Chae, Mun-Yong Choi 2014

机译：空姐情报对服务质量和组织的影响

The Effects of Unconsciousness and Emotional Labor on Service Quality: A Case of Flight Attendants

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