کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
5125159 1488270 2017 16 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Creating of customer loyalty by cabin crew A study of the relation between emotional labor and job performance
ترجمه فارسی عنوان
ایجاد وفاداری مشتری توسط خدمه کابین مطالعه رابطه بین کار عاطفی و عملکرد شغلی
کلمات کلیدی
خدمه کابین، نیروی احساسی، ارائه مهمانداری، رضایت مشتری، وفاداری مشتری،
موضوعات مرتبط
علوم انسانی و اجتماعی علوم اجتماعی تحقیقات ایمنی
چکیده انگلیسی

The purpose of this study was to determine whether a high level of hospitality skill among airline cabin crews could affect customers' “true satisfaction” in a way that other methods, such as the use of information technology systems, do not.To develop a model, a questionnaire survey was administered to 413 personnel of an Asian airline. The collected data were then quantitatively analyzed. Active cabin crew members reported having a low level of role ambiguity and a high level of overall job performance, but also reported high emotional exhaustion. As results, if the cabin crew understand the emotional mechanisms with intentionality, then the eventual negative effects can be converted to superior job performance and hospitality offering.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Transportation Research Procedia - Volume 25, 2017, Pages 149-164
نویسندگان
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