Year: 2017 Source: Tourism Management. (2012). 33(4): 868–874. SIEC No: 20170245

Flight attendants, typically characterized as being engaged in ‘emotional labour’, often experience stress when performing their work, and this may result in negative job outcomes and health problems. Based on the job demands–resources (JD–R) model, this study empirically investigates the relationships among job demands, job resources, burnout, colleague isolation, health problems and job performance for flight attendants. A self-administered questionnaire is designed to collect empirical data from flight attendants working at Taiwanese airlines. Using structural equation modelling approach, the results show that burnout mediates the relationship between job demands and health problems, and that colleague isolation mediates the relationship between job resources and job performance. Empirical implications are provided and discussed.

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