The effect of emotional labor to work behaviors: a study on hotel business employees

The aim of this study is to determine the effects of employees' emotional labor behaviors on job satisfaction, burnout and intent to leave which are from employee' work behaviors. The study was made on a total of 536 people working on four and five star hotels in the cities of Antalya, Mugla and Istanbul by reaching directly to the employees. Analysis results show that there is a significant difference among emotional labor, burnout, intention to leave and job satisfaction and also among their sub- dimensions; according to demographic characteristics some of the dimensions differentiated by means. In the results of correlation and SEM analysis it is found that emotional labor affects work satisfaction and burnout; burnout affects the intention to leave, work satisfaction affects burnout significantly, only work satisfaction does not affect intention to leave and deep behavior does not affect intention to leave significantly; as mediating effect, only burnout has a mediating effect in emotional labor's affecting intention to leave. The results obtained were compared with the literature and suggestions offered for business managers and researchers.