INDIVIDUAL ANTECEDENTS of EMOTIONAL LABOUR in AIRLINE INDUSTRY

Abstract

Emotional labour is the display of organizationally desired emotions by employees during service interactions. Emotions are the last phenomenon, employees may incorporate to the labour process. Workers are expected to display some appropriate emotions to the customers, especially in service sector. There are individual antecedents of emotional labour as; gender, age, marital status, education, experience, and it’s assumed that these antecedents create a difference. The aim of this study is determining the individual antecedents of emotional labour through a research held in airline industry.