Abstract:

The purpose of this study is to determine the levels and dimensions of employees’ emotional labor and to investigate the effects of emotional labor on employees’ attitudes in five star hotels. The data were collected from 174 employees working at 5 hotels in Bodrum, Datça and Marmaris. The hospitality emotional labor scale (Chu ve Murrmann, 2006) was used in the data collection, and the factor analysis of the data reveals that emotional labor consists deep acting and surface acting dimensions. The confirmatory factor analysis confirmed the structure of two-factor solution. Further, the effects of emotional labor dimensions on employee job satisfaction and intention to stay were examined. The employee job satisfaction and intention to stay were increased for employees who engaged in deep acting; however, job satisfaction of employees were decreased for employees who engaged in surface acting. Findings are very important for the managers in terms of employee recruitment and orientation, and increasing job satisfaction and intention to stay of employees.

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