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The purpose of this study was to determine whether a high level of hospitality skill among airline cabin crews could affect customers’ “true satisfaction” in a way that other methods, such as the use of information technology systems, do not. 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.

Creating of customer loyalty by cabin crew A study of the relation between emotional labor and job performance