ایجاد وفاداری مشتری توسط خدمه کابین مطالعه رابطه بین کار عاطفی و عملکرد شغلی

To develop a model, a questionnaire survey was administered to 413 personnel of an Asian airline. The collected data were then quantitatively analyzed. Active cabin crew members reported having a low level of role ambiguity and a high level of overall job performance, but also reported high emotional exhaustion. As results, if the cabin crew understand the emotional mechanisms with intentionality, then the eventual negative effects can be converted to superior job performance and hospitality offering.