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

Yüksek Lisans 2015 M. EMRE GÜLER İzmir Katip Çelebi Üniversitesi Sosyal Bilimler Enstitüsü 163 Görüntülenme

Erişime Açık

Role of tour guides on tourist satisfaction level in guided tours and impact on tourist re-visiting intentıon: a research in Istanbul

Çetinkaya, Mehmet Yavuz

The increase of leisure time and economic welfare level led people to travel and thus participate in tourism activities worldwide. As a result of the increase of the international tourism activities in recent years, the amount of tourism receipts that countries acquire increased significantly and tourism destinations found themselves in a harsh competitive atmosphere. In tourism industry in which customers’ wishes, needs and expectations change every day, countries in macro-level and tourism enterprises in micro-level, which want to obtain share from international tourism pie and maintain thei ...Daha fazlası

Yüksek Lisans 2015 Zafer ÖTER İzmir Katip Çelebi Üniversitesi Sosyal Bilimler Enstitüsü 53 Görüntülenme