Araştırma Makalesi
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Emotional Labor of Flight Attendants: The Role of Occupational Interest, Happiness at Work and Job Crafting

Yıl 2025, Cilt: 7 Sayı: 2, 108 - 137, 22.07.2025

Melike Mehveş Pamuk , Akın Marşap

Öz

Emotional labor, which involves managing idividual’s emotions and expressions to meet the emotional demands of a job, is a key concept across numerous industries. This is particularly true in the airline industry, where flight attendants are required to maintain a calm and authentic demeanor even in stressful situations due to their constant interactions with passengers. This study focuses on the emotional labor experienced by flight attendants in the airline sector, examining the factors that influence it, including occupational interest, happiness at work, and job crafting. The goal is to statistically analyze the relationships among these variables. For this purpose, a quantitative research methodology was employed. A sample of 395 flight attendants was selected through convenience sampling. Data was collected via online surveys and analyzed using SPSS and AMOS software. Hypothesis testing through structural equation modeling revealed strong, positive relationships between occupational interest, happiness at work, job crafting, and emotional labor. Additionally, the findings indicate that job crafting plays a significant mediating role in the relationship between occupational interest, happiness at work, and emotional labor. The findings obtained within the framework of an original research model, along with the evaluations made based on these findings, are expected to contribute to the literature and the industry.

Anahtar Kelimeler

Emotional Labor Happiness at Work Job Crafting Occupational Interest

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Kabin Memurlarının Duygusal Emeği: Mesleki İlgi, İşte Mutluluk ve İş Becerikliliğinin Rolü

Yıl 2025, Cilt: 7 Sayı: 2, 108 - 137, 22.07.2025

Melike Mehveş Pamuk , Akın Marşap

Öz

Duygusal emek, yani bir bireyin işin duygusal gereksinimlerini karşılamak için duygularını ve ifadelerini yönetme süreci, birçok sektörde önemli bir kavramdır. Bu durum, özellikle yolcularla sürekli etkileşimde bulunan kabin memurlardan beklendiği için hava yolu sektöründe daha belirgindir. Kabin memurlarının, zorlu durumlarda bile sakin ve samimi bir tavır sergileme gerekliliği, duygusal emeğin kritik rolünü vurgulamaktadır. Bu çalışma, hava yolu sektöründeki kabin memurları tarafından deneyimlenen duygusal emeği ele almaktadır. Duygusal emeğin öncülleri olarak mesleki ilgi, işte mutluluk ve iş becerikliliği değişkenleri incelenmektedir. Çalışmanın amacı, bu değişkenler arasındaki ilişkileri istatistiksel olarak incelemektir. Bu hedeflere ulaşmak için nicel araştırma yöntemi kullanılmıştır. 395 kabin memurundan oluşan bir örneklem, kolayda örnekleme yöntemi ile seçilmiş ve veriler çevrimiçi anketler aracılığıyla toplanmıştır. Veriler SPSS ve AMOS yazılımları kullanılarak analiz edilmiştir. Yapısal denklem yapılan hipotez testleri, mesleki ilgi, işte mutluluk, iş becerikliliği ve duygusal emek arasında önemli ve pozitif ilişkiler olduğunu ortaya koymuştur. Ayrıca, iş becerikliliğinin mesleki ilgi, işyeri mutluluğu ve duygusal emek arasındaki ilişkide önemli bir aracılık rolüne sahip olduğu bulunmuştur. Özgün bir araştırma modeli çerçevesinde elde edilen bu bulgular ve bulgular çerçevesinde yapılan değerlendirmelerin literatüre ve sektöre dönük katkılar sunması beklenmektedir.

Anahtar Kelimeler

Duygusal Emek İş Becerikliliği İşte Mutluluk Mesleki İlgi

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  • Stankevičiūtė, Ž., Staniškienė, E., & Ramanauskaitė, J. (2021). The impact of job insecurity on employee happiness at work: A case of robotised production line operators in furniture industry in Lithuania. Sustainability, 13(3), 1563. https://doi.org/10.3390/su13031563
  • Su, R., & Nye, C. D. (2017). Interests and person-environment fit: A new perspective on workforce readiness and success. In J. Burrus, K. D. Mattern, B. Naemi, & R. D. Roberts (Eds.), Building better students: Preparation for the workforce (pp. 177-206). Oxford University Press.
  • Tims, M., & Bakker, A. B. (2010). Job crafting: Towards a new model of individual job redesign. SA Journal of Industrial Psychology, 36(2), 1-9. https://doi.org/10.4102/sajip.v36i2.841
  • Tims, M., Bakker, A. B., & Derks, D. (2012). Development and validation of the job crafting scale. Journal of Vocational Behavior, 80(1), 173-186. https://doi.org/10.1016/j.jvb.2011.05.009
  • Turner, S. A., Jr., & Silvia, P. J. (2006). Must interesting things be pleasant? A test of competing appraisal structures. Emotion, 6, 670-674. https://doi.org/10.1037/1528-3542.6.4.670
  • Uysal, İ., & Kılıç, A. (2022). Normal dağılım ikilemi. Anadolu Journal of Educational Sciences International, 12(1), 220-248. https://doi.org/10.18039/ajesi.962653
  • Van Katwyk, P. T., Fox, S., Spector, P. E., & Kelloway, E. K. (2000). Using the Job-Related Affective Well-Being Scale (JAWS) to investigate affective responses to work stressors. Journal of Occupational Health Psychology, 5(2), 219-230. https://doi.org/10.1037/1076-8998.5.2.219
  • Wen, J., Huang, S. S., & Hou, P. (2019). Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81, 120-130. https://doi.org/10.1016/j.ijhm.2019.01.009
  • Weseler, D., & Niessen, C. (2016). How job crafting relates to task performance. Journal of Managerial Psychology, 31(3), 672-685. https://doi.org/10.1108/JMP-09-2014-0269
  • Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20(2), 205-232. https://doi.org/10.1177/0730888493020002004
  • Wright, T. A. (2006). To be or not to be [happy]: The role of employee well-being. The Academy of Management Perspectives, 20(3), 118-120. https://doi.org/10.5465/amp.2006.21903486
  • Wrzesniewski, A., & Dutton, J. E. (2001). Crafting a job: Revisioning employees as active crafters of their work. Academy of Management Review, 26(2), 179-201.
  • Wrzesniewski, A., Lobuglio, N., Dutton, J. E., & Berg, J. M. (2013). Job crafting and cultivating positive meaning and identity in work. In Advances in Positive Organizational Psychology (pp. 281-302). Emerald Group Publishing Limited. https://doi.org/10.1108/S2046-410X(2013)0000001015
  • Yang, C., & Chen, A. (2021). Emotional labor: A comprehensive literature review. Human Systems Management, 40(4), 479-501. https://doi.org/10.3233/HSM-200937
  • Yang, Y., Yan, X., Zhao, X. R., Mattila, A. S., Cui, Z., & Liu, Z. (2022). A two-wave longitudinal study on the impacts of job crafting and psychological resilience on emotional labor. Journal of Hospitality and Tourism Management, 52, 128-140. . https://doi.org/10.1016/j.jhtm.2022.05.014
  • Yeşilyaprak, B. (2016). Mesleki rehberlik ve kariyer danışmanlığı: Kuramdan uygulamaya. Pegem Akademi.
  • Yıldırım, M. (2023). Çalışanların iş beceri̇kliliğinin işten ayrılma niyeti üzerindeki etkisi ve iş tatmininin aracılık rolü: Sağlık sektörü bağlamında bir araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 56, 185-215. https://doi.org/10.30794/pausbed.1100142
  • Yılmaz, O. (2011). Mesleki ilgi envanterinin geliştirilmesi. [Master’s Thesis, Hacettepe University].
  • Yuan, S. J. (2005). The steward obeys the positive research of hardworking ability and passenger’s satisfaction dependence. [Master’s Thesis, National Kaohsing First University of Science and Technology].
Toplam 112 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Organizasyon, Örgütsel Davranış, Strateji, Yönetim ve Örgütsel Davranış (Diğer)
Bölüm Araştırma Makaleleri
Yazarlar

Melike Mehveş Pamuk 0000-0003-4256-8000

Akın Marşap 0000-0003-2155-8137

Erken Görünüm Tarihi 21 Temmuz 2025
Yayımlanma Tarihi 22 Temmuz 2025
Gönderilme Tarihi 10 Şubat 2025
Kabul Tarihi 21 Mart 2025
Yayımlandığı Sayı Yıl 2025 Cilt: 7 Sayı: 2

Kaynak Göster

APA Pamuk, M. M., & Marşap, A. (2025). Emotional Labor of Flight Attendants: The Role of Occupational Interest, Happiness at Work and Job Crafting. Journal of Organizational Behavior Review, 7(2), 108-137.
 Kapak Resmi İndir

Journal of Organizational Behavior Review © 2019 by Sema Polatcı is licensed under Creative Commons Attribution NonCommercial 4.0 International License


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