(The Effect of Perceived Organizational Support on Emotional Labor Behaviors: The Case of Five Star Hotels in Afyonkarahisar)

Abstract

Purpose – The fact that the most important factor affecting success and efficiency in organizations is the human resource, and the importance of concepts such as employees' perception of organizational support and the emotional labor behaviors they exhibit are increasing. In the study, it was aimed to investigate the effect of perceived organizational support on emotional labor behaviors (surface acting, genuine acting and deep acting) with an application made on five-star hotel processing employees. Design/methodology/approach – The universe of his research consists of 544 employees working in five-star hotel businesses operating in Afyonkarahisar. The data used in this study were collected by questionnaires from employees and were analyzed by statistical software package used in the social sciences. Findings – It was determined as a result of the correlation analysis between perceived organizational support and positive behavior and meaningful relationship between genuine acting and deep acting, and that there was a negative and meaningful relationship with surface acting. However, it was determined that perceived organizational support had a positive and meaningful effect on genuine acting and deep acting, and had a negative effect on surface acting. Discussion – Findings obtained in the study support the findings of the research on the subject. It is seen that being supportive of organizations is an important factor in shaping employee behavior and emotions.