Abstract
This study investigated the mediating effects of job burnout on the effects of airline cabin crew’s perceived emotional labor on organizational commitment and turnover intention (hereinafter referred to as job attitudes). Furthermore, the moderated mediating effects of emotional intelligence were investigated. In order to verify this, 199 airline cabin crew members were surveyed, and the collected empirical data were analyzed through SPSS 25.0 and SPSS Process Macro. The survey period was conducted from April 1st to April 21st, 2021 for about 3 weeks.<BR> First, emotional labor had a direct effect on job attitudes and it was also shown to have a significant indirect effect through job burnout. Second, in terms of the effects of emotional labor on job attitudes by mediating job burnout, emotional intelligence showed a moderated mediating effect, and this revealed that the path from emotional labor to job attitudes by the medium of job burnout depends on the level of emotional intelligence. The moderated mediating effects of emotional intelligence were found in all groups regardless of whether emotional intelligence was lower or higher than average.
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