Determination of the relationships between emotional labour, perceived supervisor support, learned resourcefulness and desensitization: A study on hotel employees

In this study, it is aimed to examine the relationships between emotional labour, desensitization, supervisor support and learned resourcefulness variables of hotel employees. In this context, data were obtained from 539 participants working in five-star hotel enterprises operating in Antalya province through a questionnaire including manager support, desensitization, learned empowerment and emotional labor scales, which were analyzed for validity and reliability. Within the scope of the research, percentage, frequency, t-test, one way anova analysis, confirmatory factor analysis and path analysis methods, which are components of structural equation modelling, were used. As a result of the research, positive and significant results were obtained between the superficial acting and natural emotions dimensions of emotional labor and desensitization, while negative and significant results were obtained in the deep acting dimension. In addition, when the role of supervisor support in the effect of emotional labour dimensions on desensitization was examined; it was found that all three dimensions decreased desensitization with supervisor support, in other words, supervisor support had a regulatory role in the effect of emotional labour on desensitization. In the context of learned resourcefulness, while the moderating role of learned resourcefulness in the effect of the natural emotions dimension on desensitization was obtained, it was concluded that the level of learned resourcefulness had no moderating effect in the deep acting and surface acting dimensions.