Abstract:
The purpose of this study is to determine the level of emotional labor and service
orientation of employees and to reveal the impact of emotional labor on service orientation.
With this purpose, a model was offered for assessing the impact of emotional labor on
service orientation and this model was tested with multiple regression analysis. Scales
previously developed was implemented to measure emotional labor levels of employees and
service orientation. In the investigation extent, employees in the four and five star hotels in
Nevşehir were included. Purposive sampling was used and data was gathered through
survey method. The results of study indicate that emotional labor levels of employees are
not high and emotional labor attitudes usually arise as deep acting. In addition to this service
orientation levels of employees are high. The impact of surface acting on service orientation
is detected as negative. On the other hand, surface acting and deep acting have positive
impacts on service orientation.