Emotional Labor in Aviation: A Phenomenological Research on Cabin Crew

Abstract

The aim of this study is to examine the factors affecting the emotional labor behavior of cabin crew in aviation and the results of emotional labor. For this aim, qualitative research method was used to examine the research topic in detail. The research was guided by using the phenomenology design, which is one of the qualitative research designs. The research sample was determined according to purposeful sampling and saturation point methods. In this context, the sample of the research consists of 11 cabin attendants working in different airline companies in Turkey. Interview method was used as a data collection tool. The data obtained was subjected to content analysis with an inductive and descriptive approach. As a result of the content analysis, the research findings were grouped under two main themes as factors affecting emotional labor and the results of emotional labor. Factors affecting emotional labor behavior were examined under six sub-themes: organizational factors, individual factors, demographic features, passenger type, physical work environment and content of the flight task. The results of emotional labor were examined under two sub-themes as organizational and individual results. While organizational results are positive results that increase organizational performance and create a positive organizational impression, it has been observed that individual results seen on cabin crew have positive and negative sides.