EN
The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy
Abstract
With increasing competition among hotels, managing employees seems to be important issue in delivering services to customers effectively. This issue also affects the firms’ outcomes and incomes. Thus, hotels as service providing firms must be able to manage the emotions of employees in order to increase the quality of services and to create value for customers. Controlling emotions of employees also contribute to gain competitive advantage across rivals. The objective of this paper is to reveal the effects of emotional labor on job attitudes of hotel employees by considering the mediating and moderating roles of social support and job autonomy. To this end, a questionnaire was employed to employees of hotels operating in Antalya Province. Results of the analyses support that emotional labor has a negative effect on emotional exhaustion. Emotional labor also has a positive effect on job satisfaction. In addition mediating and moderating roles of job autonomy and social support between emotional exhaustion and emotional labor, and emotional labor and job satisfaction.
Keywords
Details
Primary Language
English
Subjects
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Journal Section
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Publication Date
September 1, 2014
Submission Date
September 1, 2014
Acceptance Date
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Published in Issue
Year 2014 Volume: 4 Number: 3
APA
Iplık, F. N., Topsakal, Y., & Iplık, E. (2014). The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. International Review of Management and Marketing, 4(3), 175-186. https://izlik.org/JA64XS46MP
AMA
1.Iplık FN, Topsakal Y, Iplık E. The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. IRMM. 2014;4(3):175-186. https://izlik.org/JA64XS46MP
Chicago
Iplık, Fatma Nur, Yunus Topsakal, and Esengul Iplık. 2014. “The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy”. International Review of Management and Marketing 4 (3): 175-86. https://izlik.org/JA64XS46MP.
EndNote
Iplık FN, Topsakal Y, Iplık E (September 1, 2014) The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. International Review of Management and Marketing 4 3 175–186.
IEEE
[1]F. N. Iplık, Y. Topsakal, and E. Iplık, “The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy”, IRMM, vol. 4, no. 3, pp. 175–186, Sept. 2014, [Online]. Available: https://izlik.org/JA64XS46MP
ISNAD
Iplık, Fatma Nur - Topsakal, Yunus - Iplık, Esengul. “The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy”. International Review of Management and Marketing 4/3 (September 1, 2014): 175-186. https://izlik.org/JA64XS46MP.
JAMA
1.Iplık FN, Topsakal Y, Iplık E. The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. IRMM. 2014;4:175–186.
MLA
Iplık, Fatma Nur, et al. “The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy”. International Review of Management and Marketing, vol. 4, no. 3, Sept. 2014, pp. 175-86, https://izlik.org/JA64XS46MP.
Vancouver
1.Fatma Nur Iplık, Yunus Topsakal, Esengul Iplık. The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy. IRMM [Internet]. 2014 Sep. 1;4(3):175-86. Available from: https://izlik.org/JA64XS46MP