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Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?

Year 2016, Volume: 11 Issue: 42, 113 - 123, 24.03.2016
https://doi.org/10.19168/jyu.28146

Abstract

A multi-task profession requiring multi-faceted responsibilities in a multi-component job setting, tourist guiding comprises complicated and multivariate roles composed of different kinds of unrelated roles and sub-roles, where above all, the establishment of strong face-to-face relations with guests necessitate the regulation, management and adjustment of emotions in a service intensive business environment that is in ongoing expansion and competition, all contributing to emotional burden of tourist guides. If the actually felt emotions by the employees are not incompatible with the emotions that are displayed, various negative results ensue. The purpose of this study is to examine the use of emotional labor and outcomes of emotional labor here being job satisfaction and burnout, using a quantitative method, in the context of the tour guiding industry in Turkey followed by recommendations for practice.

References

  • Ashforth, B. E., Humphrey, R. H. 1993. “Emotional Labor in Service Roles: The Influence of Identity”. Academy of Management Review. 18(1): 88-115.
  • Barsade, S. G., Gibson, D. E. 2007. “Why does affect matter in organizations?”. The Academy of Management Perspectives. 21(1): 36-59.
  • Batman, O., Yıldırgan, R., Demirtaş, N. 2000. Turizm Rehberliği. Adapazarı: Değişim Yayınları
  • Black, R., Weiler, B. 2005. “Quality Assurance and Regulatory Mechanisms in the Tour Guiding Industry: A Systematic Review”. The Journal of Tourism Studies. 16(1): 24-37.
  • Blanchard-Fields, F., Renee, S., Watson, T.Y. 2004. “Age Differences in Emotion Regulation Strategies in Handling Everyday Problems”. Journal of Gerontology: Psychological Sciences. 59(B): 261–269.
  • Boyle, A., Arnott, A. 2004. “What Tour Guide Stories can Tell us about Learning, Education and Training: A Case Study in the Top End of the Northern Territory”. Council for Australian Tourism and Hospitality Education (CAUTHE) conference (86-94), University of Queensland. Brisbane, Qld, Australia. 10-13 February 2004.
  • Brodheridge, C. M., Grandey, A. A. 2002. “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work””. Journal of Vocational Behavior. 60: 17–39.
  • Brotheridge, C. M., Lee, R. T. 2003. “Development and Validation of the Emotional Labor Scale”. Journal of Occupational and Organizational Psychology. 76(3): 365–379.
  • Brito, M. 2012. “Cultural Tourists Requests from their Tourist Guides”. International Journal of Management Cases. 14 (1): 266-282.
  • Cheung F. Y., Tang, C. S. 2010. “Effects of Age, Gender, and Emotional Labor Strategies on Job Outcomes: Moderated Mediation Analyses”. Applied Psychology: Health And Well-Being. 2(3): 323–339.
  • Chu, K. H. 2002. The Effects of Emotional Labor on Employee Work Outcomes. (Published Doctoral Dissertation). Blacksburg, Virginia: Graduate School of Virginia Polytechnic Institute and State University.
  • Chu, K. H., Murrmann, S. K. 2006. “Development and Validation of the Hospitality Emotional Labor Scale”. Tourism Management. 27: 1181–1191.
  • Chu, K., Baker M. A., Murrmann, S. K. 2012. “When we are onstage, we smile: The effects of emotional labor on employee work outcomes”. International Journal of Hospitality Management. 31: 906-915.
  • Cavelzani A. S., Lee I. A., Locatelli V., Monti G., Villamira M. A. 2003. “Emotional Intelligence and Tourist Services”. International Journal of Hospitality and Tourism Administration. 4(4): 1-24.
  • Dahling, J. J., Perez, L. A. 2010. “Older Worker, Different Worker? Linking Age and Emotional Labor Strategies”. Personality and Individual Differences. 48:574-578.
  • Ekman, P. 1999. Basic Emotions. Handbook of Cognition and Emotion (p.p.45-61). Editors Tim Dalgleish and Mick Power. Sussex, UK: John Wiley and Sons.
  • Eroğlu, Ş. G. 2014. “Örgütlerde Duygusal Emek ve Tükenmişlik İlişkisi Üzerine Bir Araştırma”. Pamukkale Üniversitesi Sosyal Bilimler Üniversitesi. 19: 147-160.
  • Genç, V. 2013. Alanya’daki Turizm İşletmelerinde Çalışanların Duygusal Emek Ve Duygusal Zeka Düzeylerinin İş Tatminine Etkileri. (Unpublished Master’s Dissertation). Çanakkale: Çanakkale Onsekiz Mart University Graduate School of Social Sciences.
  • Geva, A., Goldman A. 1991.”Satisfaction Measurement in Guided Tours”. Annals of Tourism Research. 18(2): 177-185.
  • Ghalandari, K., Jogh, M. G. G. 2012. “The Effect of Emotional Labor Strategies (Surface Acting and Deep Acting) on Job Satisfaction and Job Burnout in Iranian Organizations: The Role of Emotional Intelligence”. Interdisciplinary Journal of Research in Business. 1(12): 24-31.
  • Grandey, A.A., 1999. The Effects of Emotional Labor: Employee Attitudes, Stress and Performance. (Published Doctoral Dissertation). Colorado: Graduate Faculty of Colorado State University.
  • Grandey, A.A., 2000. “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor”. Journal of Occupational Health Psychology. 5(1): 95-110.
  • Grandey, A. A. 2003. “When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery”. Academy of management Journal. 46(1): 86-96.
  • Güngör, M. 2009.”Duygusal Emek Kavramı: Süreci ve Sonuçları”. Kamu-İş Dergisi. 11(1): 167-184.
  • Hochschild, A. R. 1979. “Emotion Work, Feeling Rules, and Social Structure”. American Journal of Sociology. 85(3): 551-575.
  • Hochschild, A. R. 1983. The Managed Heart: Commercialization of the Human Feeling. London: University of California Press, Ltd.
  • Jackson, S. E., Schwab, R. L., Schuler, R. S. 1986. “Toward an understanding of the burnout phenomenon”. Journal of applied psychology. 71(4): 630-640.
  • Johanson, M. M., Woods, R. H. 2008. “Recognizing the emotional element in service excellence”. Cornell Hospitality Quarterly. 1-7.
  • Johnson, H. M. 2007. Service with a Smile: Antecedents and Consequences of Emotional Labor Strategies. Unpublished Doctoral Dessertation.College of Arts and Sciences: University of South Florida, FL.
  • Kaya, U., Özhan, Ç. K. 2012. “Duygusal Emek ve Tükenmişlik İlişkisi: Turist Rehberleri Üzerine Bir Araştırma”. Journal of Labor Relations. 3(2): 109-130.
  • Kaya, F. 2014. Duygusal Emek İle Tükenmişlik Ve İş Doyumu Arasındaki İlişkinin İncelenmesi: Aile Ve Sosyal Politikalar Bakanlığı’na Bağlı Huzurevlerinde Çalışan Yaşlı Bakım Personeline Yönelik Bir Araştırma. (Unpublished Master’s Dissertation). Manisa: Celal Bayar University Graduate School of Social Sciences.
  • Köksel, L. 2009. İş Yaşamında Duygusal Emek Ve Ampirik Bir Çalışma. (Published Master’s Dissertation). Manisa: Celal Bayar University Graduate School of Social Sciences.
  • Kruml, S. M., Geddes, D. 2000. “Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work”. Management Communication Quarterly. 14(1): 8-49.
  • Lam, W., Chen, Z. 2012. “When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory”. International Journal of Hospitality Management. 31: 3-11.
  • Lee, G., Magnini, V. P., Kim, B. P. 2011. “Employee satisfaction with schedule flexibility: Psychological antecedents and consequences within the workplace”. International Journal of Hospitality Management. 30(1): 22-30.
  • Locke, E. 1976. The Nature and Causes of Job Satisfaction. Handbook of Industrial and Organizational Psychology (p.p. 1297–1349). Editor M. D. Dunnette. Chicago: Rand McNally.
  • Mak, A. H. N., Wong, K. K. F., Chang, R. C. Y. 2011. “Critical Issues Affecting the Service Quality and Professionalism of The Tour Guides in Hong Kong and Macau”. Tourism Management. 32: 1442-1452.
  • Maslach, C. 1982. Burnout: The cost of caring. Englewood Cliffs, NJ. Prentice Hall.
  • Maslach, C., Goldberg, J. 1998. “Prevention of burnout: New perspectives”. Applied and Preventive Psychology. 7(1): 63-74.
  • Maslach, C., Jackson, S. E. 1981. “The Measurement of Experienced Burnout”. Journal of Occupational Behavior. 2: 99-113.
  • Ministry of Culture of Tourism. Professional Tourist Guiding Regulation. Retrieved from http://teftis.kulturturizm.gov.tr/TR,14521/profesyonel-turist-rehberligi-yonetmeligi-rg-tarihi-251-.html on 10.08.2015).
  • Morris, J. A., Feldman, D. C. 1996. “The Dimensıons, Antecedents, And Consequences Of Emotional Labor”. Academy of Management Review. 21(4): 996-1010.
  • Morris, J. A., Feldman, D. C. 1997. “Managing Emotions in the Workplace”. Journal of Management Issues. 9(3): 257-274.
  • Oral, L., Köse, S. 2011. “Hekimlerin Duygusal Emek Kullanımı ile İş Doyumu Ve Tükenmişlik Düzeyleri Arasındaki İlişkiler Üzerine Bir Araştırma”. İktisadi ve İdari Bilimler Fakültesi Dergisi. 16(2): 463-492.
  • Pizam, A. 2004. “Are hospitality employees equipped to hide their feel
Year 2016, Volume: 11 Issue: 42, 113 - 123, 24.03.2016
https://doi.org/10.19168/jyu.28146

Abstract

References

  • Ashforth, B. E., Humphrey, R. H. 1993. “Emotional Labor in Service Roles: The Influence of Identity”. Academy of Management Review. 18(1): 88-115.
  • Barsade, S. G., Gibson, D. E. 2007. “Why does affect matter in organizations?”. The Academy of Management Perspectives. 21(1): 36-59.
  • Batman, O., Yıldırgan, R., Demirtaş, N. 2000. Turizm Rehberliği. Adapazarı: Değişim Yayınları
  • Black, R., Weiler, B. 2005. “Quality Assurance and Regulatory Mechanisms in the Tour Guiding Industry: A Systematic Review”. The Journal of Tourism Studies. 16(1): 24-37.
  • Blanchard-Fields, F., Renee, S., Watson, T.Y. 2004. “Age Differences in Emotion Regulation Strategies in Handling Everyday Problems”. Journal of Gerontology: Psychological Sciences. 59(B): 261–269.
  • Boyle, A., Arnott, A. 2004. “What Tour Guide Stories can Tell us about Learning, Education and Training: A Case Study in the Top End of the Northern Territory”. Council for Australian Tourism and Hospitality Education (CAUTHE) conference (86-94), University of Queensland. Brisbane, Qld, Australia. 10-13 February 2004.
  • Brodheridge, C. M., Grandey, A. A. 2002. “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work””. Journal of Vocational Behavior. 60: 17–39.
  • Brotheridge, C. M., Lee, R. T. 2003. “Development and Validation of the Emotional Labor Scale”. Journal of Occupational and Organizational Psychology. 76(3): 365–379.
  • Brito, M. 2012. “Cultural Tourists Requests from their Tourist Guides”. International Journal of Management Cases. 14 (1): 266-282.
  • Cheung F. Y., Tang, C. S. 2010. “Effects of Age, Gender, and Emotional Labor Strategies on Job Outcomes: Moderated Mediation Analyses”. Applied Psychology: Health And Well-Being. 2(3): 323–339.
  • Chu, K. H. 2002. The Effects of Emotional Labor on Employee Work Outcomes. (Published Doctoral Dissertation). Blacksburg, Virginia: Graduate School of Virginia Polytechnic Institute and State University.
  • Chu, K. H., Murrmann, S. K. 2006. “Development and Validation of the Hospitality Emotional Labor Scale”. Tourism Management. 27: 1181–1191.
  • Chu, K., Baker M. A., Murrmann, S. K. 2012. “When we are onstage, we smile: The effects of emotional labor on employee work outcomes”. International Journal of Hospitality Management. 31: 906-915.
  • Cavelzani A. S., Lee I. A., Locatelli V., Monti G., Villamira M. A. 2003. “Emotional Intelligence and Tourist Services”. International Journal of Hospitality and Tourism Administration. 4(4): 1-24.
  • Dahling, J. J., Perez, L. A. 2010. “Older Worker, Different Worker? Linking Age and Emotional Labor Strategies”. Personality and Individual Differences. 48:574-578.
  • Ekman, P. 1999. Basic Emotions. Handbook of Cognition and Emotion (p.p.45-61). Editors Tim Dalgleish and Mick Power. Sussex, UK: John Wiley and Sons.
  • Eroğlu, Ş. G. 2014. “Örgütlerde Duygusal Emek ve Tükenmişlik İlişkisi Üzerine Bir Araştırma”. Pamukkale Üniversitesi Sosyal Bilimler Üniversitesi. 19: 147-160.
  • Genç, V. 2013. Alanya’daki Turizm İşletmelerinde Çalışanların Duygusal Emek Ve Duygusal Zeka Düzeylerinin İş Tatminine Etkileri. (Unpublished Master’s Dissertation). Çanakkale: Çanakkale Onsekiz Mart University Graduate School of Social Sciences.
  • Geva, A., Goldman A. 1991.”Satisfaction Measurement in Guided Tours”. Annals of Tourism Research. 18(2): 177-185.
  • Ghalandari, K., Jogh, M. G. G. 2012. “The Effect of Emotional Labor Strategies (Surface Acting and Deep Acting) on Job Satisfaction and Job Burnout in Iranian Organizations: The Role of Emotional Intelligence”. Interdisciplinary Journal of Research in Business. 1(12): 24-31.
  • Grandey, A.A., 1999. The Effects of Emotional Labor: Employee Attitudes, Stress and Performance. (Published Doctoral Dissertation). Colorado: Graduate Faculty of Colorado State University.
  • Grandey, A.A., 2000. “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor”. Journal of Occupational Health Psychology. 5(1): 95-110.
  • Grandey, A. A. 2003. “When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery”. Academy of management Journal. 46(1): 86-96.
  • Güngör, M. 2009.”Duygusal Emek Kavramı: Süreci ve Sonuçları”. Kamu-İş Dergisi. 11(1): 167-184.
  • Hochschild, A. R. 1979. “Emotion Work, Feeling Rules, and Social Structure”. American Journal of Sociology. 85(3): 551-575.
  • Hochschild, A. R. 1983. The Managed Heart: Commercialization of the Human Feeling. London: University of California Press, Ltd.
  • Jackson, S. E., Schwab, R. L., Schuler, R. S. 1986. “Toward an understanding of the burnout phenomenon”. Journal of applied psychology. 71(4): 630-640.
  • Johanson, M. M., Woods, R. H. 2008. “Recognizing the emotional element in service excellence”. Cornell Hospitality Quarterly. 1-7.
  • Johnson, H. M. 2007. Service with a Smile: Antecedents and Consequences of Emotional Labor Strategies. Unpublished Doctoral Dessertation.College of Arts and Sciences: University of South Florida, FL.
  • Kaya, U., Özhan, Ç. K. 2012. “Duygusal Emek ve Tükenmişlik İlişkisi: Turist Rehberleri Üzerine Bir Araştırma”. Journal of Labor Relations. 3(2): 109-130.
  • Kaya, F. 2014. Duygusal Emek İle Tükenmişlik Ve İş Doyumu Arasındaki İlişkinin İncelenmesi: Aile Ve Sosyal Politikalar Bakanlığı’na Bağlı Huzurevlerinde Çalışan Yaşlı Bakım Personeline Yönelik Bir Araştırma. (Unpublished Master’s Dissertation). Manisa: Celal Bayar University Graduate School of Social Sciences.
  • Köksel, L. 2009. İş Yaşamında Duygusal Emek Ve Ampirik Bir Çalışma. (Published Master’s Dissertation). Manisa: Celal Bayar University Graduate School of Social Sciences.
  • Kruml, S. M., Geddes, D. 2000. “Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work”. Management Communication Quarterly. 14(1): 8-49.
  • Lam, W., Chen, Z. 2012. “When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory”. International Journal of Hospitality Management. 31: 3-11.
  • Lee, G., Magnini, V. P., Kim, B. P. 2011. “Employee satisfaction with schedule flexibility: Psychological antecedents and consequences within the workplace”. International Journal of Hospitality Management. 30(1): 22-30.
  • Locke, E. 1976. The Nature and Causes of Job Satisfaction. Handbook of Industrial and Organizational Psychology (p.p. 1297–1349). Editor M. D. Dunnette. Chicago: Rand McNally.
  • Mak, A. H. N., Wong, K. K. F., Chang, R. C. Y. 2011. “Critical Issues Affecting the Service Quality and Professionalism of The Tour Guides in Hong Kong and Macau”. Tourism Management. 32: 1442-1452.
  • Maslach, C. 1982. Burnout: The cost of caring. Englewood Cliffs, NJ. Prentice Hall.
  • Maslach, C., Goldberg, J. 1998. “Prevention of burnout: New perspectives”. Applied and Preventive Psychology. 7(1): 63-74.
  • Maslach, C., Jackson, S. E. 1981. “The Measurement of Experienced Burnout”. Journal of Occupational Behavior. 2: 99-113.
  • Ministry of Culture of Tourism. Professional Tourist Guiding Regulation. Retrieved from http://teftis.kulturturizm.gov.tr/TR,14521/profesyonel-turist-rehberligi-yonetmeligi-rg-tarihi-251-.html on 10.08.2015).
  • Morris, J. A., Feldman, D. C. 1996. “The Dimensıons, Antecedents, And Consequences Of Emotional Labor”. Academy of Management Review. 21(4): 996-1010.
  • Morris, J. A., Feldman, D. C. 1997. “Managing Emotions in the Workplace”. Journal of Management Issues. 9(3): 257-274.
  • Oral, L., Köse, S. 2011. “Hekimlerin Duygusal Emek Kullanımı ile İş Doyumu Ve Tükenmişlik Düzeyleri Arasındaki İlişkiler Üzerine Bir Araştırma”. İktisadi ve İdari Bilimler Fakültesi Dergisi. 16(2): 463-492.
  • Pizam, A. 2004. “Are hospitality employees equipped to hide their feel
There are 45 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Feray İrigüler This is me

Mehmet Güler

Publication Date March 24, 2016
Published in Issue Year 2016 Volume: 11 Issue: 42

Cite

APA İrigüler, F., & Güler, M. (2016). Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?. Yaşar Üniversitesi E-Dergisi, 11(42), 113-123. https://doi.org/10.19168/jyu.28146
AMA İrigüler F, Güler M. Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?. Yaşar Üniversitesi E-Dergisi. April 2016;11(42):113-123. doi:10.19168/jyu.28146
Chicago İrigüler, Feray, and Mehmet Güler. “Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?”. Yaşar Üniversitesi E-Dergisi 11, no. 42 (April 2016): 113-23. https://doi.org/10.19168/jyu.28146.
EndNote İrigüler F, Güler M (April 1, 2016) Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?. Yaşar Üniversitesi E-Dergisi 11 42 113–123.
IEEE F. İrigüler and M. Güler, “Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?”, Yaşar Üniversitesi E-Dergisi, vol. 11, no. 42, pp. 113–123, 2016, doi: 10.19168/jyu.28146.
ISNAD İrigüler, Feray - Güler, Mehmet. “Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?”. Yaşar Üniversitesi E-Dergisi 11/42 (April 2016), 113-123. https://doi.org/10.19168/jyu.28146.
JAMA İrigüler F, Güler M. Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?. Yaşar Üniversitesi E-Dergisi. 2016;11:113–123.
MLA İrigüler, Feray and Mehmet Güler. “Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?”. Yaşar Üniversitesi E-Dergisi, vol. 11, no. 42, 2016, pp. 113-2, doi:10.19168/jyu.28146.
Vancouver İrigüler F, Güler M. Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels?. Yaşar Üniversitesi E-Dergisi. 2016;11(42):113-2.