Özet:

In the hotel industry, which is one of the most important areas of the tourism industry, besides long and irregular working hours employees are also required to exhibit the emotions that customers expect. Expressing emotions that customers expect are explained by the concept of emotional labor. Emotional labor is defined as the emotions expected by the employees to be exhibited and reflected by trying to feel the emotions. While surface acting has negative consequences for the individual and the organization, deep acting can reduce negative consequences. Employees may experience conflict in their work and family lives as their work and family expectations are synchronized in the hospitality sector. Considering the positive results of deep acting, it is likely that this may have a mitigating effect on the discordance between work and family. The aim of this study is to determine the impact of the deep acting of hotel employees on the work-family and family work conflict. In this context, a survey was conducted on 392 hotel employees in Belek. The questionnaire consisted of three parts. In the first part, the work-family and family-work conflict scale, in the second part, the scale which includes the deep acting dimension of emotional labor, and in the third section, questions about determining some demographic and other individual characteristics are included. The data were analyzed with statistical package program. As a result of analyzes, it was concluded that the deep acting of the employees have a negative effect on the family-work conflict and work-family conflict.

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