The Effects of Flight Attendants' Positive Psychological Capital on Mindfulness and Customer Orientation : Focusing on the Mediating Effect of Emotional Dissonance

To provide a rationale for implementation of positive psychological capital, the relationships between flight attendants' positive psychological capital and emotional dissonance and mindfulness, customer-orientation have been investigated in this study. Based on analysis of responses obtained from 212 flight attendants of airline, it was found that self-efficacy, hope, optimism, resilience was negatively related to emotional dissonance. Additionally, emotional dissonance was positively associated with mindfulness but was negatively associated with customer-orientation. Finally, Mindfulness was positively related to customer-orientation. The findings of this study suggest that development of positive psychological capital and training on emotional dissonance and mindfulness can bring about positive work outcomes for attendants performing emotional labor.