Duygusal çalışma sürecinin açıklanması: Türk müdürlerinin perspektifleri

This study was conducted to identify how Turkish managers in the hotel sector in Eskisehir perceive emotional labor. The phenomenology method was used for this research, eight managers were interviewed, the data was collected using semi-structured interviews. And the content analysis was used to analyze the information. The analysis provided six themes that visualize the experience and narrative of the managers. The findings indicate that most of the managers due to their long work experience have developed techniques or certain behaviors that allowed them to face the negative consequences caused by emotional labor. The results also highlight most of the interviewees have not received any kind of training related to stress management or control of emotions. Similarly, the results of this study emphasize that constantly interactions with customers and motivate to the teammates' work is an emotionally exhausting task for the managers. However, the managers also manifested the teamwork is also a motivator.