The effect of emotional intelligence and emotional labor on perception of organizational cynicism: A study at five stars hotels

Service quality determining the source of competition is thought to be a distinguishing feature, that differentiates the service sector from the others. In this context, the employees, as the service-givers, have increasing importance proportionally. Especially, conflicts within a firm can expose negative effect emotionally among the employees, against their company and results with a negative effect on the service quality directly. Additionally, sustainable problems of confidence within the organization, stimulates employees' adoption of cynical emotions and exhibit behaviours reflecting those kind of emotions. Thus, with an idea of improving a solution for organizationalcynicism, as one of the most important problems of the hospitality industry, the effect of emotional intelligence and emotional labor over organizationalcynicism is examined. Comments were developed on the data achieved, by using arithmetic means, percentage and frequency analysis. Additionally t-test and variance analysis were employed to check if there is significant difference about the emotional intelligence, emotional labor and organizationalcynicism levels of employees, according to demographic factors. Finally, regression analyses were applied to determine the effect of emotional intelligence and emotional labor levels of employees on organizationalcynicism level of them. According to the findings through this research, the significant differences between demographic specifications and emotional intelligence levels were defined on gender, age, education, experience within the organisation and level of income. Also, the significant differences between demographic specifications and emotional labor were defined on gender, age, education, experience within the organisation and level of income. Finally, the significant differences between organizationalcynicism and demographic specifications were presented to be occurred through gender, age, department at work, experience within the hospitality industry and level of income. According to the findings through regressional analysis, low level interaction was determined between the levels of emotional intelligence, emotional labor and organizationalcynicism by the employees as attendants. Keywords: Emotional Intelligence, Emotional Labor, OrganizationalCynicism, Five-Star Hotels' Employees.