Abstract:

In the service sector in which the concept of customer-oriented concept settles in the center of the business’ applications, employees don’t supply only intellectual and physical effort, but also emotional efforts seriously. Tourism sector is one of the most important sectors in which intellectual, physical and emotional labors should be managed all together. Referred to be the leading actors in the tourism sector the professional tourist guides, face with people from different cultures in their jobs. In this case, efforts based emotions are an important factor in the context of formation of the job outcomes and intentions. The aim of this study is to determine the emotional labor of professional tourist guides on the tours and to put forth the presence of relationship between the variables. To get this aim, a questionnaire was created and applied on 120 tourist guides who work in Muğla region. Results, has shown that tourist guides supply really high emotional labor and there is a significant relationship between the intention to leave job and “deep acting” and “suppression” dimensions. Furthermore, according to the Anova Analyses it was determined that there is a statistically differences between the job experience and the deep acting dimension, and there is a statistically differences between the interaction time with tourists and suppression dimensions.

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