Özet:

Abstract The aim of the research is to examine the relationships between the variables of emotional labor, emotional intelligence and job satisfaction in the sample of hotel employees and to reveal whether emotional intelligence has a mediating role in the effect of emotional labor on job satisfaction. The data of the research were obtained from 498 employees of 8 hotel businesses operating in Ankara. The research data set was analyzed in the SPSS 26 package program. According to the results of the analysis, it was found that the bilateral relations between the variables were positive and significant. In addition, it has been determined that emotional labor has a significant effect on emotional intelligence and job satisfaction, and emotional intelligence has a significant effect on job satisfaction. Finally, it has been determined that emotional intelligence has a partial mediator role in the effect of emotional labor on job satisfaction. According to the results obtained in this study, it is seen that if the emotional labor perceptions of the hotel employees working in the 8 businesses examined increase, their emotional intelligence levels and job satisfaction will increase. In addition, it has been determined that if the emotional intelligence of hotel employees increases, their job satisfaction levels will also increase.

Anahtar Kelimeler: