INSTITUTIONALIZATION AND EMOTIONAL LABOUR BEHAVIOUR: A RESEARCH IN HOSPITALITY ORGANIZATIONS

Increase in competition and globalization makes it obligatory for businesses to lean towards differentiation in a competitive business environment. Businesses institutionalize and make efforts of differentiating their products and services toward their customers which enables them to proceed one ste...

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Bibliographic Details
Published in:Sosyal Ekonomik Arastırmalar Dergisi 2018-04, Vol.18 (35), p.64-77
Main Authors: Çetinkaya, Ali Şükrü, Korkmaz, Emine Vasfiye
Format: Article
Language:English
Subjects:
Competition
Credibility
Economic theory
emotional labor
Emotions
Hospitality industry
Institutionalization
Perceptions
Tourism
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Summary:Increase in competition and globalization makes it obligatory for businesses to lean towards differentiation in a competitive business environment. Businesses institutionalize and make efforts of differentiating their products and services toward their customers which enables them to proceed one step further than their competitors. The behavior of emotional labor is defined as the emotional expressions exhibited together with service by the employees. This empirical research investigated how institutionalization perception affected emotional labor behaviors. Survey technique was used as the data collecting instrument. Data, obtained from 393 employees working in tourism and hospitality businesses in Alanya, was analyzed through descriptive statistics, explanatory factor analysis and simple linear regression techniques. The result of the research revealed that the formalization dimension of institutionalization perception had significant positive effect on emotional labour behavior. That result implies that when an organization has written job descriptions and also written clear sets of rules that applicable for all, employees present more emotional labor.
ISSN:1303-8370
2148-3043
DOI:10.30976/susead.334326