The Effect Of Organizational Silence And Personality Traits On Emotional Labor: A Research On Cabin Crew

Emotional labour is the shaping of emotions and gestures in a way to emotions that can managed and observed. In generally behaviour of emotional labour that showed in service sector is closely related with characteristic features and silence attitude of individuals. Therefore in the research model that has been designed, research has been executed on 406 cabin attendant of establishment that in business with the aviation industry in Istanbul. In the research the scale of organizational silence, the scale of emotional labour and the scale of developed base personality in Turkish culture has been used. In scope of research, organizational silence attitude of individuals and impact of characteristic features on emotional labour has been covered with definitive, relational and transactional models. In sight of results that have been gained, attitude of organizational silence had positive effect on emotional labour; and statistical sensitive differences of the related variables with demographic characteristics have been determined