Abstract:

The aim of this study is to determine the emotional labor and burnout levels of hotel employees working in service sector and to determine the impact of emotional labor tendencies on the levels of burnout. The primary data required in this study have been obtained thorough questionnaire form. In this context, questionnaire application has been conducted by interviewing one to one with 265 staff working in four and five-star hotels that operate in Alanya, Antalya and are open year-round. The reliabilities of scales used within the study have been determined as: Cronbach's alpha value of emotional labor scale:‘’0,81’’ and burnout scale:‘’0,80 respectively. Explanatory factor analysis (EFA) has been used to test structural validity of the scales. As a result of the analysis, ‘’superficial acting’’ and ‘’in-depth acting’’ factors related to emotional labor and ‘’ emotional exhaustion’’, ‘’personal success’’ and "depersonalization" factors related to burnout scale have been obtained.  The obtained factors have been tested by confirmatory factor analysis (CFA). As a result of the analysis, it has been seen that hotel employees’ emotional labor levels have significantly affected the burnout levels at % 41,6, % 28,7, % 45,5 rates respectively.

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