Relationship Between Emotional Labor, Burnout and Turnover Intention: A Study on Hotel Business Employees

Abstract

In this study, the effects of the emotional labor behaviors of the hotel management employees on the burnout levels and intention to leave the work were examined. The study was carried out by direct access to the businesses with a total of 536 employees on the four and five star hotel management employees in Antalya, Muğla and Istanbul. The results of the analysis show that there is a significant relationship between emotional labor, burnout and intent to leave the work, and also that some of the averages of the dimensions differ according to the demographic characteristics. As a result of the correlation and regression analysis; the emotional labor is affected by the burnout and the intention to leave the work. Findings were compared with the related literature and suggestions were made for business managers and researchers.