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Yıl 2017, Cilt: 10 Sayı: 1, 0 - 0, 23.03.2017
https://doi.org/10.18221/bujss.303360

Öz

INDIVIDUAL ANTECEDENTS of EMOTIONAL LABOUR in AIRLINE INDUSTRY

Yıl 2017, Cilt: 10 Sayı: 1, 0 - 0, 23.03.2017
https://doi.org/10.18221/bujss.303360

Öz

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.

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Ayrıntılar

Bölüm Derleme Makale
Yazarlar

Meltem Güngör Delen

Yayımlanma Tarihi 23 Mart 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 10 Sayı: 1

Kaynak Göster

APA Güngör Delen, M. (2017). INDIVIDUAL ANTECEDENTS of EMOTIONAL LABOUR in AIRLINE INDUSTRY. Beykent Üniversitesi Sosyal Bilimler Dergisi, 10(1). https://doi.org/10.18221/bujss.303360

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