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

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 guiding is considered to be one of the most attractive jobs by many people but it is not the case in real life for them being front-line employees who are in face-to-face interaction with customers all the time. Most of the time they have to examine the group’s expectations and behave in a manner to match these expectations to complete the tour with satisfied guests. So they cannot always express their felt emotions with ‘Customer is always right’ rule in their minds. Tour guiding as one component of the tourism product is subject to emotional labor and the purpose of this research is to identify the use of emotional labor and impact of it on tour guide’s levels of job satisfaction and burnout. The research is carried out on tour guides who are active members of İZRO. The study is divided into four sections. The first two sections are related to tour guiding and emotions and emotional labor. In the third section, the outcomes of the EL in terms of job satisfaction and burnout is explained and lastly the analysis of data is followed by a discussion of the findings and recommendations.

Eser Sahibi İrigüler, Feray
Yayın Türü Yüksek Lisans
Tek Biçim Adres Http://hdl.handle.net/11469/613
Konu Başlıkları Tur rehberi
Tour guide
Duygusal emek
Emotional labor
İş doyumu
Job satisfaction
Tükenmişlik
Burnout
Koleksiyonlar ENSTİTÜLER
SOSYAL BİLİMLER ENSTİTÜSÜ
Sayfalar -
Yayın Tarihi 2015
Eser Adı
[dc.title]
A research on tour guides’ use of emotional labor and the relationship between their job satisfaction and burnout levels: the sample of İzmir
Eser Sahibi
[dc.contributor.author]
İrigüler, Feray
Tez Danışmanı
[dc.contributor.advisor]
M. EMRE GÜLER
Yayıncı
[dc.publisher]
İzmir Katip Çelebi Üniversitesi Sosyal Bilimler Enstitüsü
Yayın Türü
[dc.type]
yukseklisans
Özet
[dc.description.abstract]
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 guiding is considered to be one of the most attractive jobs by many people but it is not the case in real life for them being front-line employees who are in face-to-face interaction with customers all the time. Most of the time they have to examine the group’s expectations and behave in a manner to match these expectations to complete the tour with satisfied guests. So they cannot always express their felt emotions with ‘Customer is always right’ rule in their minds. Tour guiding as one component of the tourism product is subject to emotional labor and the purpose of this research is to identify the use of emotional labor and impact of it on tour guide’s levels of job satisfaction and burnout. The research is carried out on tour guides who are active members of İZRO. The study is divided into four sections. The first two sections are related to tour guiding and emotions and emotional labor. In the third section, the outcomes of the EL in terms of job satisfaction and burnout is explained and lastly the analysis of data is followed by a discussion of the findings and recommendations.
Kayıt Giriş Tarihi
[dc.date.accessioned]
25.04.2017
Açık Erişim Tarihi
[dc.date.available]
2017-04-25
Yayın Tarihi
[dc.date.issued]
2015
Dil ISO
[dc.language.iso]
Eng
Konu Başlıkları
[dc.subject]
Tur rehberi
Konu Başlıkları
[dc.subject]
Tour guide
Konu Başlıkları
[dc.subject]
Duygusal emek
Konu Başlıkları
[dc.subject]
Emotional labor
Konu Başlıkları
[dc.subject]
İş doyumu
Konu Başlıkları
[dc.subject]
Job satisfaction
Konu Başlıkları
[dc.subject]
Tükenmişlik
Konu Başlıkları
[dc.subject]
Burnout
Tek Biçim Adres
[dc.identifier.uri]
Http://hdl.handle.net/11469/613
Tam Metin İndirmek için tıklayın Ön izleme
Görüntülenme Şehir
Görüntülenme Ülke
İndirme Şehir
İndirme Ülke
Görüntülenme & İndirme
Görüntülenme
83
02.12.2021 tarihinden bu yana
İndirme
1
02.12.2021 tarihinden bu yana
Son Erişim Tarihi
29 Ocak 2023 03:35
Google Kontrol
Tıklayınız
emotional emotions guiding expectations employees business satisfaction related research always sections burnout display purpose findings subject product tourism component right’ ‘Customer express followed recommendations cannot guests class= satisfied complete discussion identify section guides outcomes divided
6698 sayılı Kişisel Verilerin Korunması Kanunu kapsamında yükümlülüklerimiz ve çerez politikamız hakkında bilgi sahibi olmak için alttaki bağlantıyı kullanabilirsiniz.


Bu site altında yer alan tüm kaynaklar Creative Commons Alıntı-GayriTicari-Türetilemez 4.0 Uluslararası Lisansı ile lisanslanmıştır.