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Purpose: The purpose of this paper was to investigate the impact of emotional labour, job satisfaction, and work-life balance on cabin crews’ job performance. In addition, an attempt was made to evaluate the moderating effect of job satisfaction and work-life balance in lowering the negative repercussions of emotional labour on job performance.
Design: 201 responses were obtained from cabin crew members through a primary data collecting survey, which were then analysed using several statistical tools relating to the study's aims, including ANOVA and regression analysis through SPSS 26. Furthermore, secondary data was collected via numerous web platforms such as Google Scholar, Science Direct, Emerald Publications, Tailor and Francis, Srinivas Publications, etc.
Findings: The results showed that emotional labour had a significant negative impact on job performance, whereas a high level of work-life balance and job satisfaction mitigated the negative effects of emotional labour on job performance. Finally, the study claimed that job satisfaction and work-life balance have a significant impact on cabin crew performance.
Originality/Value: Since flight attendants frequently struggle with the problem of emotional consequences as a result of the nature of their job, this study is critical to the HR of the aviation sector in implementing policies to reduce the negative effect of emotional labour in order to improve job satisfaction and work-life balance, which increases cabin crews' productivity.
Type of Paper: Empirical study
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