Relationship Between Emotional Labor, And Job Satisfaction And Emotional Exhaustion: A Case Study About Hotel Personnel In Antalya

Abstract

Emotional labor is an important strategy applied in many sectors, especially in the service sector. Because emotional labor provide opportunities for positive outcomes such as better performance, customer satisfaction and good image. However, studies have been shown that outcomes of emotional labor may be different based on sectors. While studies conducted on this issue focused on hospital and airline firms and suggested way to emotional labor strategies for this sector, the number of studies performed on the hotels is limited extent whereas hotels are emotional labor-intensive firms. Therefore, this study measured the emotional labor of the hotel personnel. It is aimed to reveal the relationship between emotional exhaustion / job satisfaction of the hotel personnel and emotional labor. To this end questionnaire were employed the hotel personnel in Antalya destination. According to results, there is a significant relationship between emotional exhaustion / job satisfaction of the hotel personnel and emotional labor.