The effect of psychological capital in the relation between emotional labor and work alienation: A field research in hotel business

As a result of emotions are a decisive factor in customer interaction in the service sector; they expect their work to offer their physical and mental endeavors as well as their emotional labor to increase the quality of service in the production process. In this study, it is aimed to examine the possible moderating effect of psychological capital in the relation between emotional labor and work alienation as well as in the participation of the employees in city hotels in the hotel industry, which is one of the prominent sectors in which the customer satisfaction plays key role. For this purpose, the data obtained from the questionnaire were analyzed from 549 participants employees in city hotels in Gaziantep, Adana and Osmaniye provinces. According to the evidences it is resulted that the increase in the employee's labor intensity proportionally increases the alienation to their works. In addition to this, it is also derived that, the psychological capital of the employees plays a moderating role in the relation between their work alienation and emotional labor.