| 内容 |
This thesis examines how omotenashi and emotional labor influence the experiences and psychological well-being of Japanese flight attendants in two major airlines (ANA and JAL). In recent years , as the number of international visitors to Japan has continued to increase , flight attendants often serve as the first point of contact for travelers , making their role especially significant , as they are expected to perform at a high emotional level to embody Japanese hospitality. This study investigates how flight attendants understand and perform emotional labor , how passengers perceive these efforts , and how airline service culture shapes workers’ emotional demands. Semi-structured interviews were conducted with eight participants , including JAL and ANA flight attendants , newly hired employees , and passengers. The interviews reveal that although emotional labor is practiced daily , it is rarely recognized as labor itself. While such labor can cause stress and emotional conflict , positive passenger responses also create a strong sense of fulfillment. Moreover , differences in airline service philosophies influence emotional display rules , which in turn affect stress levels and coping strategies. These results suggest that emotional labor is not only a burden but also a skill that , when properly supported , could enhance job satisfaction and professional development. |