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The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya

Year 2021, Volume: 50 Issue: 2, 303 - 329, 07.10.2021
https://doi.org/10.26650/ibr.2021.51.814559

Abstract

Service quality and customer satisfaction, which are basic goals of hotel enterprises, can be achieved by the high job performance of qualified staff. The focal point of this study was the key role that psychological capital and emotional labor play in high job performance. In this study, which aimed to determine the effect of psychological capital and emotional labor on job performance, the sample group consisted of 400 personnel employed by 16 five-star hotel enterprises operating in the centre of Antalya, specifically in the districts of Kemer and Alanya. The data collected by questionnaire technique were analysed by statistical techniques, such as frequency and percentage distribution, arithmetic mean, standard deviation, Pearson’s correlation analysis, multiple linear regression analysis, independent samples t-test, and one-way analysis of variance. What is more, a factor analysis was administered for validity and reliability, and Cronbach’s Alpha coefficients were calculated. Obtained data suggested that the psychological capital levels of employees were positive above the medium level. The general emotional labor performance of employees was at the medium level. The
job performance levels perceived by employees were high. As a result of the correlation analysis performed in the study, positive correlations were identified between psychological capital and emotional labor at r=0.529, psychological capital and job performance at r=0.717, and emotional labor and job performance at r=0.595. The regression analysis showed that one unit of change in the psychological capital caused an increase of 0.543 on the job performance, and a change of one unit in the psychological capital resulted in an increase of 0.712 on the job performance. In addition, according
to the t-test and variance analysis results, while psychological capital, emotional labor, and job performance did not differ significantly according to gender, marital status, age, or education level, psychological capital levels of the hotel employees differed significantly according to their departments, and emotional labor performance differed significantly in line with their departments and working durations.

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Year 2021, Volume: 50 Issue: 2, 303 - 329, 07.10.2021
https://doi.org/10.26650/ibr.2021.51.814559

Abstract

References

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  • Altunkol, F. (2011). Üniversite öğrencilerinin bilişsel esneklik algılanan stres düzeyleri arasındaki ilişkinin incelenmesi. (Yüksek Lisans Tezi). Çukurova Üniversitesi Sosyal Bilimler Enstitüsü, Adana.
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  • Basım, H. N., & Begenirbaş, M. (2012). Çalışma yaşamında duygusal emek: Bir ölçek uyarlama çalışması. Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Yönetim ve Ekonomi Dergisi, 19(1), 77–90.
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  • Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”, Journal of Vocational Behavior, 60(1), 17–39.
  • Büyükbeşe, T., & Aslan, H. (2019). Psikolojik sermaye ve duygusal emeğin örgütsel bağlılık üzerindeki etkisi, İşletme Araştırmaları Dergisi, 11(2), 949–963.
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  • Çelik, M., & Bilginer, F. G. (2018). Psikolojik sermayenin iş tatmini üzerine etkisinde lidere duyulan güvenin aracılık rolü: Turizm sektöründe bir araştırma, Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2(31), 138–160.
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  • Dahiya, A. (2017). Extroversion and emotional labour: A study on organized retail sector, International Journal of Research in Commerce and Management, 8(4), 50–54.
  • Demir, M., & Demir, Ş. Ş. (2019). The effects of psychological capital on employees’ organizational identification in hotels. Journal of Tourism Theory and Research, 5(3), 355–369.
  • Demirel, N. (2015). Duygusal emek faktörünün hizmet kalitesine etkisi: Nevşehir’deki dört ve beş yıldızlı otellere yönelik bir araştırma. (Yüksek Lisans Tezi). Nevşehir Hacı Bektaş Veli Üniversitesi Sosyal Bilimler Enstitüsü, Nevşehir.
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  • Erkuş, A., & Afacan Fındıklı, M. (2013). Psikolojik sermayenin iş tatmini, iş performansı ve işten ayrılma niyeti üzerindeki etkisine yönelik bir araştırma, İstanbul Üniversitesi İşletme Fakültesi Dergisi, 42(2), 302–318.
  • Eşitti, B. (2015, Kasım). Konaklama sektöründe algılanan birey-örgüt uyumu, duygusal emek ve iş performansı ilişkisinin yapısal eşitlik modeli ile incelenmesi. 16. Ulusal Turizm Kongresi Bildiriler Kitabı, Çanakkale.
  • Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden and build theory of positive emotions, American Psychologist, 56, 218–226.
  • Fredrickson, B. L., & Losada, M. F. (2005). Positive affect and the complex dynamics of human flourishing, American Psychologist, 60(7), 678–686.
  • Gabriel, A. S., & Diefendorff, J. M. (2015). Emotional labor dynamics: A momentary approach, Academy of Management Journal, 58(6), 1804–1825.
  • Genç, V., & Gümüş, M. (2017). Otel işletmelerinde iş tatmininin arttırılması: Çalışanların duygusal zekaları ve duygusal emeklerinin rolü, Journal of Recreation and Tourism Research, 4(4), 43–52.
  • George, J. M., & Jones, G. R. (2005). Understanding and managing organizational behavior (4th ed.). New Jersey: NY: Pearson Education Inc.
  • Giardini, A., & Frese, M. (2006). Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource, Journal of Occupational Health Psychology, 11, 63–75.
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Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

Neslihan Kan Sönmez 0000-0001-6198-8129

Publication Date October 7, 2021
Submission Date October 22, 2020
Published in Issue Year 2021 Volume: 50 Issue: 2

Cite

APA Kan Sönmez, N. (2021). The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya. Istanbul Business Research, 50(2), 303-329. https://doi.org/10.26650/ibr.2021.51.814559
AMA Kan Sönmez N. The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya. IBR. October 2021;50(2):303-329. doi:10.26650/ibr.2021.51.814559
Chicago Kan Sönmez, Neslihan. “The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya”. Istanbul Business Research 50, no. 2 (October 2021): 303-29. https://doi.org/10.26650/ibr.2021.51.814559.
EndNote Kan Sönmez N (October 1, 2021) The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya. Istanbul Business Research 50 2 303–329.
IEEE N. Kan Sönmez, “The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya”, IBR, vol. 50, no. 2, pp. 303–329, 2021, doi: 10.26650/ibr.2021.51.814559.
ISNAD Kan Sönmez, Neslihan. “The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya”. Istanbul Business Research 50/2 (October 2021), 303-329. https://doi.org/10.26650/ibr.2021.51.814559.
JAMA Kan Sönmez N. The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya. IBR. 2021;50:303–329.
MLA Kan Sönmez, Neslihan. “The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya”. Istanbul Business Research, vol. 50, no. 2, 2021, pp. 303-29, doi:10.26650/ibr.2021.51.814559.
Vancouver Kan Sönmez N. The Effect of Psychological Capital and Emotional Labor on Job Performance: A Study on Five Star Hotel Enterprises in Antalya. IBR. 2021;50(2):303-29.