The document summarizes a study on the effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes for ground staff in the airline industry. It finds that: 1) Perceived crowding increases emotional dissonance for ground staff, which in turn leads to greater emotional exhaustion. 2) Emotional exhaustion negatively impacts service recovery performance, increases turnover intentions, and absenteeism. 3) Emotional exhaustion fully mediates the effect of emotional dissonance on these job outcomes. The study provides implications for airline management to improve training, implement mentoring, and use financial incentives to reduce emotional dissonance and exhaustion.

1. PRESENTATION:
JOURNAL OF AIR TRANSOPRT
MANAGEMENT V.40
AUGUST 2014, PAGES 182–191
The effects of perceived crowding,
emotional dissonance, and emotional
exhaustion on critical job outcomes: A
study of ground staff in the airline
industry
Submitted by: Alissa Trubacheva 118515
Submitted to: Osman M.Karatepe

2. HIGHLIGHTS
 Perceived crowding influences emotional exhaustion (EE)
only via emotional dissonance (ED).
 EE fully mediates the effect of ED on service recovery
performance.
 EE fully mediates the impact of ED on turnover intentions
and absenteeism.

3. INTRODUCTION
In our days in business environment, airline companies facing with
competition, economical problem and increases jet fuel prices.
Despite these problems companies trying to save satisfied
passengers through successful in-flight service delivery and
complaint-handling processes. Ground staff members are frontline
employees and play a big role in service delivery and complaint-
handling processes. Ground staff members are expected to welcome
passengers, deal with reservation, ticket purchases, check-in, respond
to passengers request and problems and etc, while doing so, they
probably meet with passenger crowding and experience stress.
Passengers may show negative behaviors when such crowding is not
managed well. In result, crowding is factor which brings passengers
unsatisfaction

4. Ground staff members have to manage their emotions when they
dealing with the passengers. They do emotional labor which is
defenders “the effort, planning and control needed to express
organizationally desired emotion during inter personal
transaction”(Morris and Feldman, 1996,p 987). When employees every
time shows fake emotions which should be in a rules of company, they
can have emotional dissonance. Emotional dissonance captures the
surface acting model of emotional labor (Karate and Aleshinloye,
2009). High crowding combined with emotional dissonance in a result
emotional exhaustion, this mean lack of energy, exhaustion of
emotional resources. (Boles et al., 2000). High levels of emotional
exhaustion from emotional work result outcomes such as poor
performance, turnover intentions, and absenteeism (Chen and Kao,
2011, Karatepe et al., 2009 and Karatepe, 2013).

5. PURPOSE AND CONTRIBUTION
This study develops and tests a research model which effects of perceived
performance, turnover intention and absenteeism. --Role of emotional
dissonance in the relationship between perceived crowding and
emotional exhaustion. --Emotional exhaustion as a mediator of the effect
of emotional dissonance on service recovery performance, turnover
intentions and absenteeism. Service recovery performance refers to “front
line service employees perceptions of their own abilities and actions to
resolve a service failure to the satisfaction of the customer”(Babakus et
al.,2003, p 274), while turnover intentions refer to employees willingness
to leave an organization (Thoresen et al.,2003).

6. Managing passenger complains successfully is important. According to
the result of the Turkish Civil Aviation strength-weakness-opportunity-
threats analysis, management of airline companies has difficulty
finding qualified human recourses. Employee turnover it is costly for
company.
Especially employee with turnover intentions can seriously bring the
problem for service delivery and complain-handling process. Break the
service, extra staffing replacement of talented and experienced
employee with a new inexperienced employee it is very costly for the
company. Absenteeism also is effecting for the companies: employee
absence cost 1$ million per day of the major airline companies in
United States (Kaleta and Anderson 2003)

7. HYPOTHESES
Customer crowding is considered a big stress. Such stress usually happens
very quickly and usually for short period. When employee meet with
crowding customers they try to hide their negative emotions, because they
can solve all problems or with difficult situation when there is high member
of passengers.COR theory gave this hypothesizes that:
H1: Perceived crowding is positively related to emotional dissonance. (This
theory provides to develop between perceived crowding and emotional
dissonance and employee try to save valuable recourses)
H2: Emotional dissonance is positively related to emotional exhaustion.
(This theory to develop the relationship between emotional dissonance and
emotional exhaustion)

8. H3: Emotional dissonance fully mediates the effect of perceived crowding on
emotional exhaustion. (Relationships suggest that perceived passenger crowding
leads to emotional exhaustion trough emotional dissonance)
H4: Emotional exhaustion is negatively related to (a) service recovery
performance and is positively related to (b) turnover intentions and (c)
absenteeism.(Employees display negative job outcomes as a result of resource
loss and emotional exhaustion
H5: Emotional exhaustion fully mediates the effect of emotional dissonance on
(a) service recovery performance, (b) turnover intentions, (c) absenteeism (As a
stressor emotional dissonance leads to emotional exhaustion that hinders
service recovery performance, turnover intentions, absenteeism.

9. This study data, from ground staff members of a major low cost airline company
at the Sabiha Gokcen International airport in Turkey. Employees were supposed a
number of tasks as check-in, completion of boarding, ticketing, and lost and
found in working hours. From research team one member contacted to
management of the airline company by later about permission for collect data.
Management accepted to participation, but the researcher was not allowed
directly contact with staff members, instead this, researcher gave all
questionnaires one of the managers who coordinate the data collection process.
With all recommendations, common method was controlled using Time I, Time II,
and Time III and supervisor questionnaires. Data was obtained from ground staff
with one-week delay. Management proposed to evaluate each of ground staff
members who did Time I, Time II, Time III questionnaires. All questionnaires were
with identification code and put to the cover that to save confidentiality
SAMPLE AND PROCEDURE

10. In Time I questionnaires included -the perceived crowding and emotional
dissonance and also respondents profile. In Time II questionnaires included -the
emotional exhaustion measure. In Time III questionnaires included the turnover
intentions and absenteeism measures. The supervisor questionnaires included the
service recovery performance measure. 250 questionnaires were distributed to
ground staff at Time I- 140 questionnaires were returned for fast response 56%. 140
questionnaires were distributed to the same employee Time II- 135were returned
have response 96, 4%. 135 questionnaires were distributed to the same employees
providing a response 95, 6%.and total number of 18 supervisor questionnaires was
129 ground staff members service recovery performance. The majority of people
who answered were male. 72 (56%) are male, 56(44%) were female. In terms of
marital status 96 (74%) were single or divorced and the rest were marriage. 125
people had experience of this work five year and less, the rest who in a company
more than 5 years.

11. This terms gives us:
perceived crowding has a
strong positive impact on
emotional dissonance, in
result emotional
dissonance is positively
related to emotional
exhaustion and then
emotional exhaustion can
lead to service recovery
performance (supervisor
assessment), turnover
intention (Time III),
absenteeism (time III).
RESEARCH MODEL

12. Results, in this research can put in tree conclusions. First,- perceived crowding increases
emotional dissonance. Ground staff member shows fake emotions while when dealing with
passengers to solve energy problems. In result perceived crowding and emotional dissonance
begin emotional exhaustion. When grand staff members spend their recourses by performing
emotional dissonance to be able to respond to perceived crowding that make passengers
satisfied. - Second,- emotional exhaustion had negatively effect on turnover intentions and
absenteeism. Loss recourses and emotional exhaustion bring turnover intention or absenteeism
from work through the experience of emotional exhaustion.- Third,- in result , emotional
exhaustion fully mediates the effect of emotional dissonance on service recovery performance,
turnover intentions, absenteeism. Employee try to manage their emotions, show controlling
faces and physical expressions. Such employees thinking about turnover intentions and
absenteeism. According to the study, relationship between emotional dissonance and service
recovery performance, mediated by emotional exhaustion positive.
EVALUATION OF FINDINGS

13. The results of this study provide three implications of practice in the airline industry.-First, training
for ground staff members effectively and continuously, especially on behavior skills to improve
how to manage crowding and deal with passenger requests and problems. Various types of
problems which happen with passengers grand staff should solve, in this program-training
employee learn how to do it, how to manage perceived crowding without hindering service
recovery and damaging company reputation. They also be ready to put their power, idea to the
service delivery and complaint-handling process.-Second, Employee mentors in the workplace
increases the cost of manpower. New employees should follow mentors who provide professional
and psychosocial support, and mentors have big role in airline industry by helping inexperienced
employee. To management of airline companies may take advantages of mentors who can give
ideas for organization, trying to minimized emotional dissonance and emotional exhaustion and
reduce turnover intention and absenteeism.-Third, Financial motivation, it motivates employees to
show more responsibility for the work, being new idea for organization, and bring talented,
professional potential candidates.
IMPLICATION FOR PRACTICE

14. In this research we learnt about perceived crowding, emotional dissonance, and emotional
exhaustion on service recovery performance, turnover intentions and absenteeism. This model
investigated the role of emotional dissonance in the relationship between perceived crowding
and emotional exhaustion as a mediator of the effect of emotional dissonance. Based on data
obtained from ground staff members go low cost airline company in Turkey with lag of one week
in three waves and their supervisors. As result, study hypotheses were supported. In practical
terms, management of airline companies can invest more training program to improve the
knowledge, skills of ground staff members in service delivery and complaint-handling processes.
Training these employees effectively and continuously will pay dividends. Mentors are important,
because mentors can minimize emotional dissonance and emotional exhaustion. The financial
aspect can higher for employee with good long experience, and they can bring talented people
to organization. To conclude, it shows that a richer understanding of factors effecting ground
staff members job outcomes will continue researching in all directions.
CONCLUDING REMARKS

15. the end