Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout

Derya Demirdelen Alrawadıeh; Mithat Dinçer

doi:10.48119/toleho.936766

EN

Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout

Abstract

The impact of emotional labor on employees’ well-being has received little attention. Specifically, previous literature is not consistent on the different outcomes of emotional labor on tourism employees’ personal and professional life. Drawing on emotional labor and well-being theories, the study proposes a conceptual model linking emotional labor’s dimensions with other social and organizational variables. Using data from Turkish tour guides, the study reveals that while emotional dissonance increases burnout and turnover intention and decreases quality of work life, emotional effort is associated with decreased burnout and enhanced quality of work life and life satisfaction. The study confirms the mediating role of burnout on the relationship between emotional dissonance and quality of work life, as well as the relationship between emotional dissonance and life satisfaction. However, the study results fail to confirm the moderating role of organizational support on the relationship emotional dissonance and burnout. The study makes several theoretical contributions and suggests implications for different stakeholders.

Keywords

Emotional dissonance, Emotional effort, Quality of work life, Life satisfaction, Burnout, Organizational support, Tour guides

References

Acar, A. & Erkan, M. (2018). The Effects Of Quality Of Work Life On Burnout Syndrome: A Study On Hospitality Industry. Journal of Tourismology, 4(1), 1–19.
Akdu, U. & Akdu, S. (2016). Duygusal Emek Ve İş Stresinin Tükenmişlik Üzerindeki Etkileri: Profesyonel Turist Rehberleri Üzerinde Bir Araştirma. Journal of International Social Research, 9(47). 1142-1152.
Ali, F., Rasoolimanesh, S. M., Sarstedt, M., Ringle, C. M., & Ryu, K. (2018). An assessment of the use of partial least squares structural equation modeling (PLS-SEM) in hospitality research. International Journal of Contemporary Hospitality Management.
Allen, J. A., Pugh, S. D., Grandey, A. A., & Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human Performance, 23(2), 101-115.
Alrawadieh, Z., & Demirdelen Alrawadieh, D. (2020). Sexual harassment and wellbeing in tourism workplaces: The perspectives of female tour guides. In Vizcaino-Suárez, P., Jeffrey, H. & Eger, C. (eds.), Tourism and Gender-Based Violence – Challenging Inequalities (pp.80- 92). CABI, Oxford.
Alrawadieh, Z., Cetin, G., Dincer, M. Z., & Istanbullu Dincer, F. (2020). The impact of emotional dissonance on quality of work life and life satisfaction of tour guides. The Service Industries Journal, 40(1-2), 50-64.
Alrawadieh, Z., Demirdelen Alrawadieh, D., Olya, H., Erkol Bayram, G., Kahraman, O.C. (2021). Sexual harassment, psychological well-being, and job satisfaction of female tour guides: The effects of social and organizational support, Journal of Sustainable Tourism
Babakus, E., Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demand–burnout–performance relationship: A surface-level trait perspective. Journal of Retailing, 85(4), 480-492.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.

Brown, K., & Westaway, E. (2011). Agency, capacity, and resilience to environmental change: lessons from human development, well-being, and disasters. Annual Review of Environment and Resources, 36.
Chen, C. F., & Kao, Y. L. (2012). Investigating the antecedents and consequences of burnout and isolation among flight attendants. Tourism Management, 33(4), 868-874.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
Cheng, J. C., & Yi, O. (2018). Hotel employee job crafting, burnout, and satisfaction: The moderating role of perceived organizational support. International Journal of Hospitality Management, 72, 78-85.
Chiang, C. F., & Liu, B. Z. (2017). Examining job stress and burnout of hotel room attendants: internal marketing and organizational commitment as moderators. Journal of Human Resources in Hospitality & Tourism, 16(4), 367-383.
Chu, K. H. L., & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
Chu, K. H., 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(3), 906-915.
Cropanzano, R., Weiss, H. M., & Elias, S. M. (2003). The impact of display rules and emotional labor on psychological well-being at work. In Emotional and physiological processes and positive intervention strategies. Emerald Group Publishing Limited.
DeConinck, J. B. (2010). The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust. Journal of business research, 63(12), 1349-1355.
Deery, M. & Jago, L. (2009). A Framework For Work-Life Balance Practices: Addressing The Needs Of The Tourism Industry. Tourism and Hospitality Research, 9(2), 97–108.
Delle Fave, A., Massimini, F., & Bassi, M. (2011). Hedonism and eudaimonism in positive psychology. In Psychological selection and optimal experience across cultures (pp. 3-18). Springer, Dordrecht.
Diener, E. D., Emmons, R. A., Larsen, R. J., & Griffin, S. (1985). The satisfaction with life scale. Journal of Personality Assessment, 49(1), 71-75.
Dolnicar, S. (2020). Why quantitative papers based on primary data get desk-rejected by Annals of Tourism Research. Annals of Tourism Research, 83, 102981.
Eger, R. J., & Maridal, J. H. (2015). A statistical meta-analysis of the wellbeing literature. International Journal of Wellbeing, 5(2).
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied psychology, 71(3), 500-507.
Faul, F., Erdfelder, E., Buchner, A., & Lang, A. G. (2009). Statistical power analyses using G* Power 3.1: Tests for correlation and regression analyses. Behavior research methods, 41(4), 1149-1160.
Gursoy, D., Boylu, Y., & Avci, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 30(4), 783-794.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97-106.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hochschild, A. R. 1983. The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
Hofmann, V. & Stokburger-Sauer, N. E. (2017). The Impact Of Emotional Labor On Employees’ Work-Life Balance Perception And Commitment: A Study in The Hospitality İndustry. International Journal Of Hospitality Management, 65, 47–58.
Hur, W. M., Moon, T. W., & Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25(1), 105-123.
Hwa, M. A. C. (2012). Emotional labor and emotional exhaustion: does co-worker support matter?. Journal of Management Research, 12(3), 115-127.
Kahneman, D., Diener, E., & Schwarz, N. (Eds.). (1999). Well-being: Foundations of hedonic psychology. Russell Sage Foundation.
Kang, B., Twigg, N. W., & Hertzman, J. (2010). An examination of social support and social identity factors and their relationship to certified chefs’ burnout. International Journal of Hospitality Management, 29(1), 168-176.
Karatepe, O. M. & Aleshinloye, K. D. (2009). Emotional Dissonance and Emotional Exhaustion Among Hotel Employees in Nigeria. International Journal of Hospitality Management, 28(3), 349-358.
Karatepe, O. M. (2011). Do job resources moderate the effect of emotional dissonance on burnout?. International Journal of Contemporary Hospitality Management. 23(1), 44-65.
Kaya, U. & Özhan, Ç. K. (2012). Duygusal emek ve tükenmişlik ilişkisi: turist rehberleri üzerine bir araştırma. Çalışma İlişkileri Dergisi, 3(2), 109-130.
Kim, Y., & Back, K. J. (2012). Antecedents and consequences of flight attendants' job satisfaction. The Service Industries Journal, 32(16), 2565-2584.
Knobloch, U., Robertson, K., & Aitken, R. (2017). Experience, emotion, and eudaimonia: A consideration of tourist experiences and well-being. Journal of Travel Research, 56(5), 651-662.
Koo, B., Yu, J., Chua, B. L., Lee, S., & Han, H. (2020). Relationships among emotional and material rewards, job satisfaction, burnout, affective commitment, job performance, and turnover intention in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 21(4), 371-401.
Lee, J., Ok, C. M., Lee, S. H., & Lee, C. K. (2018). Relationship between emotional labor and customer orientation among airline service employees: Mediating role of depersonalization. Journal of Travel Research, 57(3), 324-341.
Lu, A. C. C., & Gursoy, D. (2016). Impact of job burnout on satisfaction and turnover intention: do generational differences matter?. Journal of Hospitality & Tourism Research, 40(2), 210-235.
Lv, Q., Xu, S., & Ji, H. (2012). Emotional labor strategies, emotional exhaustion, and turnover intention: An empirical study of Chinese hotel employees. Journal of Human Resources in Hospitality & Tourism, 11(2), 87-105.
Mackenzie, S. H. & Kerr, J. H. (2013). Stress And Emotions At Work: An Adventure Tourism Guide's Experiences. Tourism Management, 36, 3-14.
Martínez-Iñigo, D., Totterdell, P., Alcover, C. M., & Holman, D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work & Stress, 21(1), 30-47.
Mastracci, S. H., & Adams, I. T. (2020). It's not depersonalization, It's emotional labor: Examining surface acting and use-of-force with evidence from the US. International Journal of Law, Crime and Justice, 61, 1-12.
Mcginley, S. & Wei, W. (2018). Emotional Labor’s Impact On Hoteliers Outside The Workplace. International Journal Of Contemporary Hospitality Management, 30(9), 2965–2983.
Nawijn, J., & Filep, S. (2016). Two directions for future tourist well-being research. Annals of Tourism Research, 61(C), 221-223.
Pizam, A. (2004). Are Hospitality Employees Equipped To Hide Their Feelings?. International Journal of Hospitality Management, 23, 315–316.
Rasoolimanesh, S. M., Roldán, J. L., Jaafar, M., & Ramayah, T. (2017). Factors influencing residents’ perceptions toward tourism development: Differences across rural and urban world heritage sites. Journal of Travel Research, 56(6), 760-775.
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: a review of the literature. Journal of applied psychology, 87(4), 698-714.
Saayman, M., Li, G., Uysal, M., & Song, H. (2018). Tourist satisfaction and subjective well‐being: An index approach. International Journal of Tourism Research, 20(3), 388-399.
Şahin, S., & Şad, B. (2018). Otel çalışanlarının tükenmişlik düzeyinin yaşam doyumuna etkisi. Seyahat ve Otel İşletmeciliği Dergisi, 15(2), 461-480.
Shanock, L. R., & Eisenberger, R. (2006). When supervisors feel supported: Relationships with subordinates' perceived supervisor support, perceived organizational support, and performance. Journal of Applied psychology, 91(3), 689.
Singh, J., Verbeke, W., & Rhoads, G. K. (1996). Do organizational practices matter in role stress processes? A study of direct and moderating effects for marketing-oriented boundary spanners. Journal of Marketing, 60(3), 69-86.
Sirgy, M. J., Efraty, D., Siegel, P., & Lee, D. J. (2001). A new measure of quality of work life (QWL) based on need satisfaction and spillover theories. Social Indicators Research, 55(3), 241-302.
Van Dijk, P. A., & Brown, A. K. (2006). Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. Journal of management and Organization, 12(2), 101-115.
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119-134.
Walters, G., & Raybould, M. (2007). Burnout and perceived organizational support among front-line hospitality employees. Journal of Hospitality and Tourism Management, 14(2), 144-156.
Wang, C. J. (2020). Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management, 88, 1-12.
Wen, J., Huang, S. S., & Hou, P. (2019). Emotional intelligence, emotional labor, perceived organizational support, and job satisfaction: A moderated mediation model. International Journal of Hospitality Management, 81, 120-130.
Wong, J. Y. & Wang, C. H. (2009). Emotional Labor Of The Tour Leaders: An Exploratory Study. Tourism Management, 30(2), 249-259.
Woo, E., Kim, H., & Uysal, M. (2015). Life satisfaction and support for tourism development. Annals of tourism research, 50, 84-97.
Xu, S. T., Cao, Z. C., & Huo, Y. (2020). Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis. Tourism Management, 79, 104099.
Yao, L., Gao, J., Chen, C., & Mu, D. (2019). How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder. Sustainability, 11(23), 6798.
Zhao, X., Lynch Jr, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197-206.

Details

Primary Language

English

Subjects

Tourism (Other)

Journal Section

Research Article

Authors

Derya Demirdelen Alrawadıeh ^*
0000-0002-7554-2256
Türkiye

Mithat Dinçer
0000-0002-4928-8303
Türkiye

Publication Date

December 1, 2021

Submission Date

May 12, 2021

Acceptance Date

June 18, 2021

Published in Issue

Year 2021 Volume: 3 Number: 2

DOI

https://doi.org/10.48119/toleho.936766

IZ

https://izlik.org/JA44CX58CL

APA

Demirdelen Alrawadıeh, D., & Dinçer, M. (2021). Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout. Journal of Tourism Leisure and Hospitality, 3(2), 118-128. https://doi.org/10.48119/toleho.936766

AMA

1.Demirdelen Alrawadıeh D, Dinçer M. Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout. TOLEHO. 2021;3(2):118-128. doi:10.48119/toleho.936766

Chicago

Demirdelen Alrawadıeh, Derya, and Mithat Dinçer. 2021. “Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout”. Journal of Tourism Leisure and Hospitality 3 (2): 118-28. https://doi.org/10.48119/toleho.936766.

EndNote

Demirdelen Alrawadıeh D, Dinçer M (December 1, 2021) Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout. Journal of Tourism Leisure and Hospitality 3 2 118–128.

IEEE

[1]D. Demirdelen Alrawadıeh and M. Dinçer, “Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout”, TOLEHO, vol. 3, no. 2, pp. 118–128, Dec. 2021, doi: 10.48119/toleho.936766.

ISNAD

Demirdelen Alrawadıeh, Derya - Dinçer, Mithat. “Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout”. Journal of Tourism Leisure and Hospitality 3/2 (December 1, 2021): 118-128. https://doi.org/10.48119/toleho.936766.

JAMA

1.Demirdelen Alrawadıeh D, Dinçer M. Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout. TOLEHO. 2021;3:118–128.

MLA

Demirdelen Alrawadıeh, Derya, and Mithat Dinçer. “Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout”. Journal of Tourism Leisure and Hospitality, vol. 3, no. 2, Dec. 2021, pp. 118-2, doi:10.48119/toleho.936766.

Vancouver

1.Derya Demirdelen Alrawadıeh, Mithat Dinçer. Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout. TOLEHO. 2021 Dec. 1;3(2):118-2. doi:10.48119/toleho.936766

Cited By

What might they ask? Tourists’ questions directed to tour guides due to their information-giver role

Journal of Tourism Leisure and Hospitality

https://doi.org/10.48119/toleho.1292447

From work resources to safety performance: tour guides’ job burnout and personality profiles matter

Current Issues in Tourism

https://doi.org/10.1080/13683500.2024.2339958

An investigation of dissonance in telework frequency

Transportation Research Part C: Emerging Technologies

https://doi.org/10.1016/j.trc.2024.104712

Guiding the future: What generation Z expects from tourist guides

Journal of the Geographical Institute Jovan Cvijic, SASA

https://doi.org/10.2298/IJGI240819018M

Abstracting & Indexing

| | | | |

Making Submissions via DergiPark

The article—prepared according to author guidelines (covering text, references, tables, and figures)—should be sent to Journal of TOLEHO via DergiPark.

Please, use the links below to access the visual descriptions of the submission steps;

Full Open Access Strategy

Journal of TOLEHO is fully sponsored by Anadolu University Faculty of Tourism. Therefore there aren't any article submission, processing or publication charges.

There are also no charges for rejected articles, no proofreading charges, and no surcharges based on the length of an article, figures or supplementary data etc. All items (editorials, corrections, addendums, retractions, comments, etc.) are published free of charge.

Journal of TOLEHO is an open access journal which means that all content is freely available without charge to the users or institutions. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles, or use them for any other lawful purpose, without asking prior permission from the publisher or the author. This is in accordance with the BOAI definition of open access.

Therefore, all articles published will be immediately and permanently free to read and download. All items has their own unique URL and PDF file.

All items published by the Journal of Tourism, Leisure and Hospitality are licensed under a Creative Commons Attribution 4.0 International License.

The licence permits others to use, reproduce, disseminate or display the article in any way, including for commercial purposes, so long as they credit the author for the original creation.

Authors retain copyright and grant the journal exclusive right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.

However, Anadolu University Press can also demand to make an additional license agreement with the corresponding author of the study after first publication, in order to publish the manuscript in full text on various other platforms (web page, databases, indexes, promotion circles and etc.).