The effect of emotional labor factor on service orientation: the case of Nevşehir

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.