Serving with masks: a comparative analysis of flight attendants’ emotional labor between normal and COVID-19 times

Abstract COVID-19 induced significant changes for flight attendants, including reduced onboard service and face mask mandates. This study examined the impact of these changes on flight attendants’ emotional labor and the consequences of emotional labor on well-being. Comparing 206 propensity score-matched participants surveyed before and 206 surveyed during COVID-19, results revealed increased negative emotion requirements and greater use of surface and deep acting during COVID-19. While the negative impact of several emotional labor aspects and especially negative emotion requirements was more pronounced, only sensitivity requirements were less straining, and surface acting was less detrimental to job satisfaction compared to pre-COVID-19.