THE RELATIONSHIP BETWEEN PSYCHOLOGICAL CAPITAL AND EMOTIONAL LABOR BEHAVIORS OF EMPLOYEE IN TOURISM SECTOR

Authors : İsmet KAYA, İsmail ATABAY, Bayram ALAMUR

Pages : 522-532

Doi:10.17261/Pressacademia.2017.627

View : 13 | Download : 14

Publication Date : 2017-06-30

Article Type : Research Paper

Abstract :Emotional labor  behavior is defined as  making design of own emotional properties of employees, so as to be in favor of the organization, who often are  together  with  and interacting with their  customers  as a part of   their  job. Psychological capital  that has been suggested based on the concepts of psychology and positive organizational behavior, focuses on the positive strengths of employees, and provides a competitive advantage against their competitors, keeping positivity in its center. As in many sectors, especially employees in laborintensive sectors such as tourism, have a vital importance  for their organizations, and the effective use of this resource will  also bring along  a competitive advantage. Increasing  the efficiency and productivity of this resource  will also be possible with  identification and empowerment of the employees` psychological capital and their emotional labor. The goal of this study is to determine  the relationships between  the emotional labors and psychological capital of employees in the tourism sector, and also  to determine  whether or not they  differ according to  demographic factors. For this purpose, the questionnaire prepared by using the literature was conducted on  the employees of a hotel enterprise operating in the Gulf region of Balıkesir province. The data obtained from the questionnaire were statistically analysed, and the results were evaluated. 
Keywords : Emotional Labor, Psychological Capital, Tourism, Service Industry, Organizational Behavior