Examining of work engagement within the framework of Job Demands and Resources Model

The Job Demands and Resources Model is a model that explains how characteristics of working conditions (job demands and job resources) affect employee well-being (burnout and work engagement). On the other hand, Conservation of Resources Theory claims that employees use their resources to cope with job demands. The purpose of this dissertation is examining the effects of emotional dissonance and interpersonal conflict (job demands) and autonomy and supervisor support (job resources) experienced by hotel employees on their work engagement on the basis of the Job Demands and Resources Model and Conservation of Resources Theory. Since it is suggested to increase the work engagement of the employees of service companies instead of reducing the burnout, it is important to determine the job demands that affect the work engagement negatively and the job resources that affect the work engagement positively and the role of job resources in reducing the negative effects. The data of the research, which was carried out by adopting the relational analysis approach, which is one of the quantitative research methods, was obtained through a questionnaire from 429 employees working in 4 and 5 star hotels operating in Istanbul. Hierarchical regression analysis was used to determine the effect of emotional dissonance, interpersonal conflict, autonomy and supervisor support on work engagement, and Hayes' Process macro was used for analyzing the moderator effect. Obtained findings showed that autonomy and supervisor support had a positive effect on work engagement, while interpersonal conflict had a negative effect. Contrary to expectations, it was concluded that emotional dissonance had a positive effect on work engagement. It has been determined that autonomy and supervisor support had a moderator effect on these relations. The findings were discussed within the framework of the Job Demands and Resources Model and the Conservation of Resources Theory, and its contribution to the literature and practice was explained.