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The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy

Author

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  • Fatma Nur Ýplik

    (Adana Science and Technology University, Faculty of Business,Adana, Turkey)

  • Yunus Topsakal

    (Akdeniz University, Faculty of Tourism, Antalya, Turkey)

  • Esengül Ýplik

    (Osmaniye Korkut Ata University, Faculty of Economics and Administrative Sciences, Osmaniye, Turkey)

Abstract

With increasing competition among hotels, managing employees seems to be important issue in delivering services to customers effectively. This issue also affects the firms’ outcomes and incomes. Thus, hotels as a service providing firms must be able to man age the emotions of employees in order to increase the quality of services and to create value for customers. Controlling emotions of employees also contribute to gain competitive advantage across rivals. The objective of this paper is to reveal the effect s of emotional labor on job attitudes of hotel employees by considering the mediating and moderating roles of social support and job autonomy. To this end, a questionnaire was employed to employees of hotels operating in Antalya Province. Results of the analyses support that emotional labor has a negative effect on emotional exhaustion. Emotional labor also has a positive effect on job satisfaction. In addition there are mediating and moderating roles of job autonomy and social support between emotional exhaustion and emotional labor, and emotional labor and job satisfaction.

Suggested Citation

  • Fatma Nur Ýplik & Yunus Topsakal & Esengül Ýplik, 2014. "The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy," International Review of Management and Marketing, Econjournals, vol. 4(3), pages 175-186.
    • Handle: RePEc:eco:journ3:2014-03-01
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    References listed on IDEAS

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    1. Barry M. Staw & Robert I. Sutton & Lisa H. Pelled, 1994. "Employee Positive Emotion and Favorable Outcomes at the Workplace," Organization Science, INFORMS, vol. 5(1), pages 51-71, February.
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    Cited by:

    1. Mengmeng Guo & Naveed Ahmad & Mohammad Adnan & Miklas Scholz & Khalil-ur-Rehman & Rana Tahir Naveed, 2021. "The Relationship of CSR and Employee Creativity in the Hotel Sector: The Mediating Role of Job Autonomy," Sustainability, MDPI, vol. 13(18), pages 1-18, September.
    2. Jae-Pil Ha & Jae-Hwan Kim & Jaehyun Ha, 2021. "Relationship between Emotional Labor and Burnout among Sports Coaches in South Korea: Moderating Role of Social Support," Sustainability, MDPI, vol. 13(10), pages 1-14, May.

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    More about this item

    Keywords

    Emotional Labor; Job Satisfaction; Social Support; Job Autonomy; Hotels; Antalya.;
    All these keywords.

    JEL classification:

    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights
    • L60 - Industrial Organization - - Industry Studies: Manufacturing - - - General
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services

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