The mediating role of person-job fit and work engagement in the effect of resilience on emotional labor: A study in the balloon industry in Nevşehir

The aim of this study is to determine whether person-job fit and work engagement have a serial mediating role in the relationship between the psychological resilience and emotional labor levels of hot air ballooning industry employees in Nevşehir. The study was carried out by analyzing the data collected by face-to-face survey technique from 261 employees in businesses operating in the hot air ballooning sector in the region called core Cappadocia in Nevşehir. Data were analyzed with AMOS and SPSS PROCESS Macro. As a result of the research, the resilience, person-job fit and work engagement levels of sector employees were found to be high. Dimensions of emotional labor: It was determined that natural acting and deep acting were high, but superficial acting was found to be at a medium level. According to the results of the regression analysis conducted to determine the serial mediating role of person-job fit and work engagement in the relationship between resilience and emotional labor; It has been determined that person-job fit and work engagement have a serial mediating role in the effect of resilience on deep acting and natural acting, which are the dimensions of emotional labor. However, it was determined that the regression model established regarding the serial mediating role of person-job fit and work engagement in the effect of resilience on surface acting, one of the dimensions of emotional labor, was insignificant. Keywords: Psychological Resilience, Emotional Labor, Person-Job Fit, Work Engagement, Surface Acting, Deep Acting, Natural Acting