Chapter 7 Cultural Differences in Emotional Labor in Flight Attendants

Abstract

This study examines cross-cultural differences in the emotional labor performed by flight attendants working in a multi-cultural setting. There appears to be cultural variations in how workers perform emotional labor, notably in the extent to which they engage in deep acting and hide their feelings, but not in the extent to which they fake their emotional displays. The results generally suggest that collectivism, both vertical and horizontal, is associated with deep acting.

Citation

Brotheridge, C.M. and Taylor, I. (2006), "Chapter 7 Cultural Differences in Emotional Labor in Flight Attendants", Zerbe, W.J., Ashkanasy, N.M. and Härtel, C.E.J. (Ed.) Individual and Organizational Perspectives on Emotion Management and Display (Research on Emotion in Organizations, Vol. 2), Emerald Group Publishing Limited, Leeds, pp. 167-191. https://doi.org/10.1016/S1746-9791(06)02007-4