The relationship between emotional labor and empathy: A study on tourism students in Antalya region

The aim of the study was to examine the relationship and effects between emotional labor and empathy on tourism students. The reason why tourism students are preferred is that these students create the potential workforce required in the tourism sector in line with the education they receive. Therefore, in this dynamic sector where skills such as emotional labor and empathy are needed at a high level, it is necessary to examine such social skill levels of students. In this context, data were obtained from a total of 474 tourism students, 251 female and 223 male, studying at universities in Antalya and its various districts, which is described as the capital of tourism in Turkey. In the data collection process of the research, "personal information form", "emotional labor scale" and "basic empathy scale" were used. Since the data collection phase was carried out during the Covid-19 process, online data collection techniques (Google.form, e-mail, WhatsApp, etc.) were also used in addition to the face-to-face interview technique in the data collection process. SPSS 22.0 statistical data analysis program was used in the analysis process of the data obtained in the research. When the emotional labor levels of the students were examined in line with the research findings, it was determined that the levels of superficial behavior and suppression of emotions in the students were at a moderate level, while the levels of deep behavior and sincere behavior were above the medium level. When the findings regarding the empathy levels of the students were examined, it was determined that the emotional empathy level was moderate, while the cognitive empathy and egocentric empathy levels were above the medium level. Correlation analysis was used to determine the relationship between emotional labor and empathy on the students participating in the research. Multiple linear regression analysis was used to determine the effect of emotional labor on empathy. As a result of the analyzes carried out, significant relationships were determined between emotional labor and empathy, and it was seen that emotional labor had significant effects on empathy. The findings obtained from these analyzes were reported and interpreted. Finally, the research was concluded with recommendations for the industry and academia.