ANTECEDENTS AND CONSEQUENCES OF EMOTIONAL LABOR PROCESS: AN EMPIRICAL RESEARCH ON HOSPITALITY EMPLOYEES

The aim of this research is to examine the emotional labor process in hospitality managements in a comprehensive way and to find out the direct and indirect relations between the antecedents and consequences determined within the scope of the research. A structural equation modelling (SEM) was performed to test relationships between variables in the model. The research data were obtained from 535 employees who directly interact with the customers and working in 25 hospitality managements in Mediterranean Region in Turkey, via survey technique. It was revealed a positive relation between extraversion, neuroticism, emotional display rules, job autonomy, emotional dissonance, emotional effort and job satisfaction; and a negative relation between emotional burnout and all other variables of the research model. Besides indirect effects of the variables of the research model were also examined