Kabin Memurlarının Duygusal Emeği: Mesleki İlgi, İşte Mutluluk ve İş Becerikliliğinin Rolü

Emotional labor, which involves managing idividual’s emotions and expressions to meet the emotional demands of a job, is a key concept across numerous industries. This is particularly true in the airline industry, where flight attendants are required to maintain a calm and authentic demeanor even in stressful situations due to their constant interactions with passengers. This study focuses on the emotional labor experienced by flight attendants in the airline sector, examining the factors that influence it, including occupational interest, happiness at work, and job crafting. The goal is to statistically analyze the relationships among these variables. For this purpose, a quantitative research methodology was employed. A sample of 395 flight attendants was selected through convenience sampling. Data was collected via online surveys and analyzed using SPSS and AMOS software. Hypothesis testing through structural equation modeling revealed strong, positive relationships between occupational interest, happiness at work, job crafting, and emotional labor. Additionally, the findings indicate that job crafting plays a significant mediating role in the relationship between occupational interest, happiness at work, and emotional labor. The findings obtained within the framework of an original research model, along with the evaluations made based on these findings, are expected to contribute to the literature and the industry.