The effect of the organizational trust on the emotional labour: A research on 4 and 5 star hotels managements in Istanbul

Trust is defined as to believe in something without being anxious and fearing and emotionally attached. Organizational trust is defined as to have not the sense of fear among the colleagues, carry bad intentions about themselves, not to intervene power and ego disputes and to trust anyone in regard with his/her persona, talent, honesty, character, skill, power or fairness. The fact of emotion is defined as the senses peculiar to the individual. The colleagues reflect their emotions to business life. The level of the reflected emotions can differ according to the things to be done. In demonstrating the emotions the labour in definite level is spent. This labour is mental but sometimes physical. In this regard, another definition of the labour is emotional labour. The emotional labour concept is expressed, among the inter-individual labour processes, as the necessary labour, planning and control for the emotions expected by the organization, that will be reflected on the work.In this study, the relationship between the organizational trust and emotional labour, and the impacts of organizational trust on emotional labour are focused on. The finding of the relation between these concepts is crucial to focus on the importance of the maintenance of the trust concept in tourism managerships.The establisment of the inner-organizational trust with its all aspects affect, significantly, the emotional labour of the staff in the service managership; besides the physical labour that demonsrated affect the emotional labour. In the literature part of the study both the organizational trust and the emotional labour have been focused on. In term of the developed research, a survey has been applied to the five-star hotels in Istanbul City.The input datas have been analyzed and the approaches of the employees related to the organizational trust and the emotional labour have been put forth. As for the research is considered the trust of the employees to the managers in the dimension of the organizational trust has the highest average. That means the employees trust mostly to the managers. Then they trust to the employees. Among the emotional labour dimension, the deep behaviour has the highest average. According to this, the employees demonstrate the deep behaviour much more than the others. Then comes surface behaviour. They less supress their real emotions.