The mediating role of emotional dissonance and emotional effort in the relationship between personality traits and emotional burnout

The purpose of this research is to determine the degree of influence of personality characteristics of face-to-face hotel employees on emotional burnout, to test the mediation effect of emotional dissonance and emotional effort in this relationship and whether a number of demographic and socio-economic characteristics of the employees show significant differences with regards to performing the emotional labor behaviors and emotional burnout perceptions. For this purpose, a questionnaire was conducted on the front office, service-bar, and animation employees of five stars hotels located in Bodrum town in Muğla. The frequencies and percentage of the data obtained from the participants were examined and t-tests, anova, correlation, structural equation model analysis, and mediating effect analysis were made. According to the results of t-tests and anova, there was a significant difference among emotional dissonance, emotional effort, and emotional burnout of hotel employees according to the demographic variables. The results of correlation analysis between personality characteristics, emotional labour, and emotional burnout showed that there was a significant relationship between personality characteristics and all other dependent variables and there was a significiant relationship between sub-dimensions of emotional labour and emotional burnout too. Another result obtained from this research was that personality characteristics influenced emotional dissonance and emotional effort with the mediation effect of emotional burnout. Sobel test was conducted to determine the significancy of mediation effect. According to results of the sobel test, there was a significant mediating effect of emotional effort on the relationship between extrovert personality and emotional burnout whereas there was not any significant mediating effect of emotional effort on the relationship between neuroticism and emotional burnout.