The role of perceived organizational support on emotional labor in the airline industry

Abstract

Purpose The purpose of the present study was to examine whether and how the perceived organizational support (POS) influences emotional labor and the relationship between emotional labor and flight attendants' outcomes. Design/methodology/approach Structural equation modeling analysis provided support for the hypotheses from a sample of 256 flight attendants in South Korea. Findings The results showed that POS has a positive effect on deep acting. Furthermore, it was found that surface acting has a positive influence on emotional exhaustion, whereas deep acting has a negative influence on emotional exhaustion. In addition, emotional exhaustion has a negative influence on organizational commitment, while organizational commitment has a negative influence on turnover intention. Furthermore, POS moderated the relationship between deep acting or surface acting and emotional exhaustion. Originality/value The current study broadened the conceptual work and laboratory studies in emotional labor by examining the role of POS on emotional regulation strategies related to emotional exhaustion. In addition, this study sheds new light on customer service management within the airline industry by examining flight attendants' emotional labor, particularly interactions with POS.