Effects of demographic factors and personality on Emotional Labor. Mediating role of intention to leave. A research on cabin crew

Abstract

One of the essential value in the success of an organization is the human factor. If work is appropriate to the physical characteristics and emotional characteristics of the employees, then that organization will be so successful. Managing the emotions of employees and waiting for employees to exhibit behaviors within the context of emotional labor is a success in the sense of management. Organizations can reach their goals and target income by managing employees ’ emotions and thoughts. Emotional labor is a very positive outcome for organizations. Emotional labor improves customer satisfaction, increases the loyalty of the organization, improves the performance of the organization and emotionally enhancing the performance of employees. The choice of employees who can show behaviours under emotional labor is a very distinct administrative issue. Managers who want to be successful should make personality tests when choosing employees in this context. People who are prone to emotional labor behaviour will be more successful at showing emotional labor behaviours, and positively influenced by this emotional mood they are expected to have a higher level motivation with the lower intention of quit the job. In this regard, a survey was applied to the cabin crew, working in the aviation area, a total of 650 questionnaires were sent and 441 of them came back. After the review, 407 of these surveys were appropriate and analysed. The results showed that personality traids are important factors to emotional labor behaviours and intention to quit mediates the relation between personality and emotional labor behaviours.