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Interaction of Psychological Contract Violation and Emotional Labour: Recovery of Organizational Trust and Job Satisfaction

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Applied Psychology Readings

Abstract

This study investigates the hypotheses that Asian flight attendants’ emotional labour aspects moderate the decreasing propensity of organizational trust and satisfaction in circumstances where the Psychological Contract Violation (PCV) is perceived. A questionnaire survey was administrated to 413 Asian flight attendants. A 5-point Liker-type scale was employed to assess the aspects of PCV and emotional labour. Approximately 500 questionnaires were randomly distributed to flight attendants at an Asian airport, confidentiality of the data was explained, and then they were asked to complete the questionnaire. The research findings, mean, S.D., Cronbach’s alpha and correlations for variables used in this study are shown. Then, multiple hierarchical regression is used to test the hypotheses. The results show that some emotional aspects (emotional delivery and surface acting) significantly recover the decreasing propensity of organizational trust and satisfaction in the stressful circumstances where emotional labour perceives PCV.

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Authors and Affiliations

  1. Graduate School of International Social Science, Department of Business Administration, Yokohama National University, 79-4 Tokiwadai, Hodogaya-ku, Yokohama, 240-8501, Japan

    Noriko Okabe

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  1. Noriko Okabe
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Correspondence to Noriko Okabe .

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Editors and Affiliations

  1. Department of Counselling and Psychology, Hong Kong Shue Yan University, North Point, Hong Kong

    Man-Tak Leung

  2. East Asia Research, Singapore, Singapore

    Lee-Ming Tan

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Okabe, N. (2018). Interaction of Psychological Contract Violation and Emotional Labour: Recovery of Organizational Trust and Job Satisfaction. In: Leung, MT., Tan, LM. (eds) Applied Psychology Readings. Springer, Singapore. https://doi.org/10.1007/978-981-10-8034-0_14

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