The effect of emotional labor factor on service quality: An investigation on four and five star hotels in

The aim of this study is to determine the emotional labor levels of those who work in the four and five star hotels in Aydın's Kuşadası district and to show the effect of emotional labor behavior on service quality. For this purpose, emotional labor scale and service quality scale were used to obtain datas. The obtained data were analyzed in SPSS statistical program and associated to the research. Previously developed scales were used to measure emotional labor levels and service quality perceptions of the hotel personnel in hotel management. As a sampling method, purposive method was used. The scope of the study is those who work in four and five star hotels in the Kuşadası district of Aydın. The data was gathered through survey method. As a result of the research, it indicated that the emotional labor levels of the workers were very high and it has no effection on service quality perception on hotel staff who works in four or five star hotels in Kuşadası. Key words: Emotional Labor, Service Quality, Service Sector