A pain in the neck: Passenger abuse, flight attendants and emotional labour

Journal of Occupational Health and Safety - Australia and New Zealand

Volumn 16, Issue 5, 2000, Pages 429-435

  Williams, C ^a  

^a FLINDERS UNIVERSITY   (Australia)

Author keywords

Customer service; Emotional labour; Flight attendants; Gender differences; Workerplace violence

Indexed keywords

ABUSE; AGGRESSION; AIRPLANE CREW; ANGER; ARTICLE; AUSTRALIA; CONTROLLED STUDY; EMOTIONAL STRESS; FEMALE; HEALTH CARE ORGANIZATION; HUMAN; HUMAN RELATION; MAJOR CLINICAL STUDY; MALE; OCCUPATIONAL HAZARD; OCCUPATIONAL HEALTH; OCCUPATIONAL SAFETY; PERSONNEL MANAGEMENT; RISK ASSESSMENT; SEX DIFFERENCE; SOCIAL BEHAVIOR; VIOLENCE; WORK ENVIRONMENT; WORKPLACE;

EID: 0033692635     PISSN: 08156409     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (11)

1. Bullying at work: Epidemiological findings in public and private organizations
2. The managed heart, commercialization of human feeling
3. The psychosocial consequences of emotional labor
4. Emotion work, feeling rules, and social structure
5. Aggression among university employees
6. Emotional labour and sexual difference in the airline industry