The effect of emotional labor behavior of employees on burnout and intention to leave: A research in the service sector

In this study, the effects of emotional labor behaviors of salespeople working in the service sector on burnout attitude and intention to quit are investigated. Personnel cost is an important factor for the service sector, which expects employees to show intensive emotional labor to ensure customer satisfaction in the service sector. The high cost of staff is not only the expenses incurred in the hiring process. It is also necessary for businesses to retain employees and prevent these costs from happening again. For this reason, businesses need to keep things under control, which will affect employees' intention to quit. In the research model created with emotional labor behaviors that affect employees' intention to quit and burnout attitudes,The main audience of the study was determined as employees in the service sector in four different districts on the European side of Istanbul. Considering the difficulty of reaching the entire service sector, 296 people working in stores of different brands are considered as samples Emotional labor scale, burnout scale and intention to quit scales were used in search. Research findings have shown that superficial behavior and sincere behavior from emotional labor behaviors have statistically significant and positive effects on burnout and intention to quit. On the other hand, the effect of in-depth behavior on employee burnout attitude and intention to quit was not found statistically significant. As a result of the research, various suggestions are presented for the limitations of the research and future researchers. Keywords: Emotional Labor, Exhaustion, İntention to Leave