Implication of emotional labor, cognitive flexibility, and relational energy among cabin crew: A review

Abstract

The primary aim of the civil aviation industry is to provide a secured and comfortable service to their customers and clients. This review concentrates on the cabin crew members, who are the frontline employees of the aviation industry and are salaried to smile. The objective of this review article is to analyze the variables of emotional labor, cognitive flexibility, and relational energy using the biopsychosocial model and identify organizational implications among cabin crew. Online databases such as EBSCOhost, JSTOR, Springerlink, and PubMed were used to gather articles for the review. The authors analyzed 17 articles from 2001 to 2016 and presented a comprehensive review. The review presented an integrative approach and suggested a hypothetical model that can prove to be a signitficant contribution to the avaition industry in particular and to research findings of aviation psychology.