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<p>Surface and deep acting have been significant notions in the service industry literature since Hochschild (American Journal of Sociology 85(3):551–575, 1979) introduced the concept of emotional labor. However, the potential of flexibly switching between these two modes has not been examined in the literature. To fill this gap, this study offered three types of strategic emotional labor based on surface and deep acting. Theoretically, the current study proposed three new concepts: strategic emotional congruence (SEC), strategic emotional dissimulation (SED), and strategic emotional effort (SEE). According to empirical data analysis, strategic emotional congruence (SEC) among flight attendants lessens cynicism and boosts professional efficacy and job satisfaction, but it also increases emotional exhaustion. Surprisingly, when surface and deep acting were holistically connected, the influence on flight attendants’ well-being diverged. The majority of this study’s conclusions are discussed.</p>

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Holistic approach on surface and deep acting to understand the emotional labor of Korean flight attendants

  • 期刊论文

  • 发表日期：

    2025年9月1日

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  • Kwangmin Park,
  • SooCheong Shawn Jang

摘要

Surface and deep acting have been significant notions in the service industry literature since Hochschild (American Journal of Sociology 85(3):551–575, 1979) introduced the concept of emotional labor. However, the potential of flexibly switching between these two modes has not been examined in the literature. To fill this gap, this study offered three types of strategic emotional labor based on surface and deep acting. Theoretically, the current study proposed three new concepts: strategic emotional congruence (SEC), strategic emotional dissimulation (SED), and strategic emotional effort (SEE). According to empirical data analysis, strategic emotional congruence (SEC) among flight attendants lessens cynicism and boosts professional efficacy and job satisfaction, but it also increases emotional exhaustion. Surprisingly, when surface and deep acting were holistically connected, the influence on flight attendants’ well-being diverged. The majority of this study’s conclusions are discussed.