Study on Emotional Labor of Flight Attendants: A Case of an International Airline

H. L. Wang

Department of Aviation Management, Air Force Academy, Taiwan, Republic of China


ABSTRACT

Flight attendants perform high levels of emotional labor that significantly exceeds service-sector benchmarks. Prolonged exposure to these stressors can precipitate occupational burnout and chronic fatigue, impairing cognitive appraisal and response capabilities—factors critical to aviation safety and cabin management. Utilizing a quantitative approach, this study analyzed 92 valid responses from international airline crew members to explore the manifestation of emotional responses under stress. The findings demonstrate that emotional labor load is significantly positively correlated with both workplace and personal fatigue. Furthermore, a negative association was observed between emotional labor intensity and attitudes toward service recipients. These results underscore the need for strategic human resource management (HRM) interventions to mitigate the deleterious effects of emotional labor on crew well-being and operational safety.

KEYWORDS: Flight Attendant; Occupational Burnout; Workplace Fatigue; Emotional Labor Load

DOI: 10.6929/IJCM.202601_16(1).0002