The relationship between emotional labor and organizational commitment: A Research on the employees of accommodation establishments

The aim of this study is to determine whether there is a relationship between emotional labor behavior and organizational commitment of borderline employees in establishments of accommodation and whether the emotional labor behaviors of employees affect their organizational commitment. In this study, stratified sampling method among probabilistic sampling methods was used. A survey was carried out with the borderline employees in the tourism establishments that have tourism establishment certificate in the city center of Antalya. Correlation, simple regression and multivariate regression analyzes were performed on data collected from 402 participants. According to the results of correlation analysis, a significant relationship was found between emotional labor and organizational commitment. It was found that there was a significant negative correlation between surface acting, which is a sub-dimension of emotional labor, and affective and normative commitment, which are sub-dimensions of organizational commitment. A positive and significant relationship between deep acting and affective and normative commitment, and a significant negative relationship between deep acting and continuance commitment was found. There was a positive relationship between genuine acting and affective and normative commitment, and there was no significant relationship between genuine acting and continuance commitment. According to the results of simple and multivariate regression analysis, it was determined that emotional labor has a significant effect on organizational commitment. It was concluded that the surface acting, which is one of the sub-dimensions of emotional labor, has a negative effect and deep and genuine acting, which are sub-dimension of emotional labor have a positive effect on the affective commitment, which is among the sub-dimensions of organizational commitment. It was revealed that surface and genuine acting does not have statistically significant effects on the continuance commitment, and only deep acting has a little effect. It was seen that surface acting has negative and deep and genuine acting has positive effect on normative commitment. In addition, it was concluded that the affective commitment of the employees who show genuine acting in the accommodation establishments is higher than the other types of commitments. Key Words: Emotional Labor, Organizational Commitment, Accommodation Establishments, Antalya