Flight Attendants’ Emotional Labor and Exhaustion in the Taiwanese Airline Industry311
ut and workplace
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out emotional labor. This may be because service year
is directly related to a particular level of customer service.
New attendants may mainly serve in economy class,
those with intermediate service years may serve business
class, and those with the most service years may work in
first class. Because the passengers in first class have high
social status, the flight attendants must be especially at-
tentive; they have to concentrate on their movements,
emotional expressions, and so on. Therefore, we suggest
that this is the reason that flight attendants with longer
service years have deeper levels of emotional labor.
For feelings of emotional exhaustion among flight at-
tendants with different population backgrounds, relation-
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ork performance. Cordes and Dougherty  pointed
out that high work achievement motivation and serious
attention to work can result in high stress and can easily
generate emotional exhaustion.
For the relationship between domestic flight atten-
dants’ emotional labor and emotional exhaustion, overall
emotional labor scores showed a significant positive cor-
relation with emotional exhaustion. This means that the
stronger the feelings about emotional labor, the higher the
emotional exhaustion. As regards the predictive effect on
emotional exhaustion of the various elements of emo-
tional labor, deep acting had the strongest value for pre-
dicting emotional exhaustion. This means that the
stronger the feeling about emotional labor, the higher the
level of emotional exhaustion. In particular, when flight
attendants realize that the company always responds to
customer complaints by supporting the client rather than
the employee, the degree of deep acting is likely to in-
crease. Therefore, airlines should consider carefully how
to decrease their employees’ feeling that they must en-
gage in deep acting; they should also consider more
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