Abstract
Purpose– The purpose of this paper is to investigate how chronological age and work experience affect emotional labor strategies (i.e. deep acting and surface acting) through emotional intelligence (EI).Design/methodology/approach– Structural equation modeling analysis provided support for the hypotheses based on a sample of 256 flight attendants working for four South Korean airlines.Findings– The results showed that chronological age has a positive effect on both surface and deep acting. The study also found that work experience has a negative influence on surface acting, whereas it has a non-significant effect on deep acting. In addition, the investigation suggests that EI mediates the relationship between work experience and deep acting.Originality/value– The current study will add to the growing body of research on emotional labor by examining the effect of chronological age and work experience on emotional labor strategies through EI.
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