Abstract
The purpose of this study is to examine the relationship between role conflict, task performance and satisfaction. Concretely, this study examines that moderator hypothesis of emotional labor between task performance and job satisfaction. The questionnaire surveys were administered to a total of 827 flight attendants, including 414 flight attendants working for a European airline and 413 for an Asian airline. The results indicate that, role conflict perceived by the employees decreases their task performance and job satisfaction. A moderation analysis indicates that deep acting, an emotional work, repair the decreasing propensity of task performance and satisfaction. The finding of this research implies that the emotional work practice may moderate or repair the emotional issues such as job stress and burnout of customer service employees.
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Okabe, N. (2020). Employee Satisfaction, Task Performance, and Emotional Labor: An Empirical Examination. In: Goossens, R., Murata, A. (eds) Advances in Social and Occupational Ergonomics. AHFE 2019. Advances in Intelligent Systems and Computing, vol 970. Springer, Cham. https://doi.org/10.1007/978-3-030-20145-6_59
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DOI: https://doi.org/10.1007/978-3-030-20145-6_59
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