Özet:

The Job Demands and Resources Model (JD-R) shows how characteristics of working conditions (job demands and job resources) affect employee well-being (burnout and work engagement). Conservation of resources theory (C.O.S), on the other hand, asserts that employees use job resources to cope with job demands. This research aims to examine the effects of the emotional dissonance (job demand) and the autonomy (job resource) on work engagement based on the JD-R Model and the C.O.S. Since it is suggested to increase work engagement of the employees of service companies instead of trying to reduce burnout, it is important to determine the job demands that negatively affect the work engagement and the role of job resources in reducing this negative effect. The relational analysis method was carried out. The data was obtained through a questionnaire from 429 employees working in 4 and 5-star hotels operating in Istanbul. Hierarchical regression was used to determine the effects of emotional dissonance and autonomy on work engagement, and Hayes' Process macro was used for moderator analysis. Findings demonstrated that autonomy has a positive effect on work engagement. Unexpectedly, emotional dissonance was found to be positively related to work engagement. In addition, autonomy has been found to have a moderating effect on this relationship. 

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