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The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry

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  • Karatepe, Osman M.
  • Choubtarash, Homa

Abstract

Using Conservation of Resources (COR) theory and Stressor–Strain–Outcome (SSO) model as the theoretical underpinnings, this study proposes and tests a research model that examines emotional exhaustion as a mediator of the impact of emotional dissonance on service recovery performance, turnover intentions, and absenteeism. The model also investigates the mediating role of emotional dissonance in the relationship between perceived crowding and emotional exhaustion. Data obtained from ground staff in the low cost airline industry in Turkey were used to gauge these relationships. The results from structural equation modeling suggest that passenger crowding as perceived by ground staff results in emotional dissonance that in turn heightens emotional exhaustion. The results further suggest that emotional exhaustion fully mediates the effect of emotional dissonance on turnover intentions and absenteeism. Interestingly, the results suggest that the impact of emotional dissonance on service recovery performance, mediated by emotional exhaustion, is positive. Theoretical and management implications based on the aforesaid findings are discussed in the paper.

Suggested Citation

  • Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
    • Handle: RePEc:eee:jaitra:v:40:y:2014:i:c:p:182-191
    DOI: 10.1016/j.jairtraman.2014.07.006
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    References listed on IDEAS

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    Cited by:

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    3. Nicholas Igbudu & Zanete Garanti & Temitope Popoola, 2018. "Enhancing Bank Loyalty through Sustainable Banking Practices: The Mediating Effect of Corporate Image," Sustainability, MDPI, vol. 10(11), pages 1-11, November.
    4. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
    5. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    6. Öge, Ercan & Çetin, Mehmet & Top, Seyfi, 2018. "The effects of paternalistic leadership on workplace loneliness, work family conflict and work engagement among air traffic controllers in Turkey," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 25-35.
    7. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    8. Dinçer, Hasan & Hacıoğlu, Ümit & Yüksel, Serhat, 2017. "Balanced scorecard based performance measurement of European airlines using a hybrid multicriteria decision making approach under the fuzzy environment," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 17-33.
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    11. Andreea Fortuna SCHIOPU, 2014. "Role And Consequences Of Emotional Labor In The Workplace," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 4, pages 675-682, July.

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