Myungsook An
University of Nebraska–Lincoln
Customer retentionAdvertisingEmotional laborJob designService qualityBurnoutBusinessLoyalty business modelAffective events theoryJob attitudePsychologyMarketingJob performancePersonnel psychologyCustomer satisfactionHuman resource managementJob satisfactionDisplay rulesService (business)Job burnoutCustomer advocacyAffect (psychology)Public relationsJob analysisCustomer to customerContextual performanceCustomer delightSocial psychology
3Publications
3H-index
160Citations
Publications 3
Newest
#1Chongho LeeH-Index: 3
#2Myungsook AnH-Index: 3
Last. Yonghwi Noh (Myongji University)H-Index: 6
view all 3 authors...
This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Emotional display rules did not directly affect jo...
39 CitationsSource
#1Chongho LeeH-Index: 3
#2Myungsook AnH-Index: 3
Last. Yonghwi NohH-Index: 3
view all 3 authors...
The purpose of this study is to investigate the social dimension as a factor which affects service workers’ job satisfaction and the relationship between their job satisfaction and positive affectivity. This study surveyed 450 flight attendants of a major global airline. The results suggest that job satisfaction of flight attendants consists of four main factors: job itself (job motivation, job characteristic, authority, and responsibility), job environment (working condition, supervision, and c...
13 CitationsSource
#1Myungsook An (NU: University of Nebraska–Lincoln)H-Index: 3
#2Yonghwi Noh (NU: University of Nebraska–Lincoln)H-Index: 3
The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. In the case of the prestige class, there were six service quality factors of importance: alcoholic and non-alcoholic beverage, respo...
115 CitationsSource