Correlation Between Emotional Labor Of Ground Service Staff And Service Quality:A Case Study Of Flights Delayed

With the development of civil aviation industry, it is growing into an popular way of transportation. This situation lowers the ticket price, narrows the gap of ticket price between different airlines and put more importance on service quality. Currently, service quality of flights delayed is an obvious problem. Now that civil aviation industry is part of the service industry, emotional labor is an important input. Especially when the flights are delayed, the passengers are more sensitive to the action of the ground service staff. In order to find out the correlation between the emotional labor and the service quality of the ground service staff of flights delayed, this paper detected the dimensions of emotional labor and conducted a questionnaire survey.Firstly, this paper reviewed the existing theories about emotional labor, service quality and the common research methods of them, and summarized the recent research status of emotional labor and service quality. Secondly, this paper made a study on the status of ground service quality of flights delayed. Then, combined with the "PAD" theory, this paper constructed the emotional labor dimensions through exploratory factor analysis and confirmatory factor analysis. On this basis, it applied the structural equation model to the study of the correlation between emotional labor and service quality by Amos. In the end, this paper put forward suggestions about the management of ground service staff according to the conclusion of all this study. The main results are as follows: the emotional labor dimensions can be divided into Pleasure&Arousal Deep Acting, Pleasure&Arousal Surface Acting, Dominance Deep Acting and Dominance Surface Acting; the Deep Acting has significantly positive effect on the service quality, while the Surface Acting is the other way around.