Journal of Tourism & Hospitality
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Noriko Okabe

Publications

• Research Article
  Task Performance Repair by Emotions of Human Service Employees
  Author(s): Noriko OkabeNoriko Okabe
  
  Emotional labor aspects of flight attendants were hypothesized to be significantly and moderate the relationship between role ambiguity and task performance in the changed organizational climate. A questionnaire survey was administered to 413 flight attendants working for an Asian airline. A 5-point Likert-type scale was employed to assess the aspects of the role ambiguity (RA) and emotional labor aspects. The results show that “surface acting” moderates the negative effect on task performance, when RA is lowly perceived. On the other hand, when the level of the RA is highly perceived by employees, “surface acting” might not able to moderate the negative effect on task performance of employer. Since the high perception of RA might lead the employees to feel the dilemma about how much of themselves to give to their roles and how much to protect themselves from t.. View More»
  DOI: 10.4172/2167-0269.1000333

  Abstract PDF

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