The effect of emotional labor on employee performance and intention to leave: A study on municipal company employees in Isparta province

This study aims to examine the effects of emotional labor levels on employee performance and turnover intention among personnel working in municipal companies operating in the province of Isparta. Conducted using a quantitative method within a cross-sectional relational screening model, the sample size was calculated based on a 95% confidence level and a 5% margin of error, with data collected from 510 participants due to accessibility considerations. Data collection was carried out through anonymous and voluntary surveys; emotional labor was measured across three sub-dimensions (surface acting, deep acting, and genuine emotion), while employee performance and turnover intention were assessed using reliable and valid scales. Findings indicate that emotional labor levels significantly and positively affect employee performance. Each sub-dimension—surface acting, deep acting, and genuine emotional labor—contributed significantly to job performance, with genuine emotional labor particularly linked to increased performance through authentic emotional expression. Analyses of turnover intention revealed that higher levels of surface acting significantly increase turnover intention, whereas deep acting and genuine emotional labor reduce it. Additionally, perceptions of organizational support and employees' self-assessed competencies were found to be related to emotional labor and influential on performance and organizational commitment. No significant differences in emotional labor and performance were observed across different municipalities. In conclusion, the study demonstrates that emotional labor management plays a critical role in employee performance and turnover intention, emphasizing the importance of developing support mechanisms that address the emotional needs of employees working in municipal companies.