The effect of emotional labor behavior on turnover intention: A study on service sector employees

The purpose of this study is to examine the effect of emotional labor behaviors of employees working in the service sector on their intention to leave the job. The research focuses specifically on workers such as waiters, head waiters, and cashiers who are in continuous interaction with customers, analyzing the relationship between dimensions of emotional labor and turnover intention. Emotional labor is considered in three sub-dimensions: surface acting, deep acting, and expression of naturally felt emotions. This study adopted a quantitative research design and data were collected through a structured questionnaire. Emotional labor and turnover intention scales were employed. The data were analyzed using SPSS through descriptive statistics, correlation, and regression analyses. The results revealed a positive and significant relationship between surface acting and turnover intention. Conversely, deep acting and genuine emotional expression were found to be negatively associated with turnover intention. These findings indicate that sub-dimensions of emotional labor affect employees' intention to leave their jobs in different ways. The results of the study emphasize the critical importance of emotional labor management in reducing employee turnover in the service sector. In this regard, managerial practices that reduce the emotional burden of employees may help improve employee retention and organizational performance