Turizam Volume 22, Issue 4-1
FACTORS AFFECTING THE EMOTIONAL LABOR IN FOOD SERVICES – THE CASE OF VAN AS A TOURISM DESTINATION
Authors: Ibrahim Cetin, Onur Icoz, Ayhan Gokdeniz
Abstract: There are many studies on the concept of emotional labor in the literature, but limited studies available in the food services business. For this reason, the basic objective of present study is to identify the factors affecting emotional labor of employees in this industry and to explore the situational factors and demographic variables that may have an impact on emotional labor through its sub dimensions as surface acting and deep acting. The data were collected from the food services workers during 2017 summer season in Van, by a questionnaire as the survey instrument which was developed by the authors from the literature. Major findings of this survey can be summarized as; emotional labor was mostly influenced by emotional dissonance and interaction variety, and positive relationships were found between interaction frequency and interaction intensity, emotional dissonance and interaction variety; there is a significant association between intensity of interaction and gender of the employees; and as a demographic dimension, woman workers display more intensive emotional labor then men do.
Keywords: Emotional Labor, Food Services Business, Situational factors
Article info: 133-144
Received: October 2018 | Accepted: December 2018