Duygusal Emek, İşgören Performansı ve Yaşam Tatmini Arasındaki İlişkilerin İncelenmesi: Otel İşgörenleri Üzerine Bir Araştırma
Examining the Relationships Between Emotional Labor, Employee Performance and Life Satisfaction: Research on Hotel Employees

Summary/Abstract: Purpose – The aim of this research is to examine the relationships between emotional labor, performance and life satisfaction of employees in 5-star hotel businesses. Method –T he population of the research consists of the employees of the five-star hotel businesses operating in Antalya Belek. Emotional Labor Scale, Employee Performance Scale and Life Satisfaction Scale were used in the study. The research data were collected by conducting a face-to-face survey with the convenience sampling method. 224 questionnaires were analyzed and confirmatory factor, correlation and regression analyzes were performed. Findings – As a result of the regression analyzes conducted in the research, the relationship between the faking emotions dimension of emotional labor and employee performance and life satisfaction could not be found. Hiding emotions and deep acting dimensions are effective on both variables. Finally, it has been found that life satisfaction has an effect on employee performance. Discussion – Emotional labor of hotel employees is effective on their performance and life satisfaction. It can contribute to the performance of the employees by actually feeling their emotions or by hiding their emotions in negative conditions. On the other hand, it can be stated that the display of fake emotions by the employees will not contribute to their life satisfaction and will not have any meaning for the guests. The high level of life satisfaction of the employees can have a positive effect on their performance.

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