A research on tour guides’ use of emotional labor and the relationship between their job satisfaction and burnout levels: the sample of İzmir

İrigüler, Feray

In today’s highly competitive business environment, employees are expected to display positive attitudes and emotions as it affects the service quality and volume of business of a company. In hospitality industry, where customer employee encounter is occured intensely, comprehension of emotional labor is significant as it is directly related with employees’ well being and performance. Emotional labor is defined as employee’s ability to conform their outward behavior to display the appropriate emotions for a wage and the job nature of tour leaders demand a high degree of emotional labor. Tour g ...Daha fazlası