The mediating role of emotional labor in the effect of organizational climate on organizational citizenship behavior and burnout: A research on accomodation establishments

The mediating role of emotional labor in the effect of organizational climate on organizational citizenship behavior and burnout has been studied in this research. The application of the study was carried out on accommodation establishments. For this purpose, Antalya, the touristic capital city of Turkey, was selected. As a sample, 19 of the five-star hotels operating in the Antalya region were selected and the research was done with 976 participants from these selected hotels. In the literature section of the study, firstly the organizational climate, and then the concepts of organizational citizenship behavior, burnout, and emotional labor were defined respectively. Subsequently, domestic and foreign literature has been scanned in-depth and studies revealing the relationship between the concepts in question have been examined. In the next chapter of the study, the necessary information was given by mentioning the important points such as the purpose, importance, sample mass, and constraints of the research. In this study, descriptive statistical analyzes were done through the SPSS program. The basic hypothesis of the research was tested with the established structural equation model. AMOS program was used for this structural equation model. In the research, emotional labor as the mediator variable was examined with its subdimensions, and impact analyzes were also examined in the context of subdimensions. As a result of the analysis, the results considered to be important have been obtained. In the first place, it has been revealed that emotional contradiction and emotional effort, which are the sub-dimensions of emotional labor, have a partial mediating role in the impact of organizational climate on organizational citizenship behavior and burnout. Besides, it has been seen that the organizational climate has an impact on organizational citizenship behavior and burnout. In the research, the perceptions of the accommodation business employees towards the variables of the research were evaluated and useful findings were obtained for the managers in the accommodation business. Also, these findings may provide important contributions to researchers for similar studies following this study.