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How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor

Yıl 2020, Cilt: 21 Sayı: 2, 335 - 358, 30.12.2020

Öz

This article examines the hotel managers’ opinions and experiences with emotional labor. Relying on the phenomenological approach, the data collected via face-to-face interviews with hotel managers. The analysis provided six themes explicating the experiences of the managers. The findings indicate that the managers have developed techniques or certain behaviors that allowed them to face the negative consequences caused by emotional labor

Kaynakça

  • Ashforth, B. E. and Humphery, R. H. (1995). Emotion in the workplace: A Reappraisal. Human Relations, 97-125.
  • Ashforth, B. E. and Humphrey, R. H. (1993). Emotional Labor in Service Roles: The influence of identity. The Academy of Management Review, 88-115.
  • Ayoko, O. B. and Konrad, A. M. (2012). Leader's transformational, conflict, and emotion management behaviors in culturally diverse workgroups. An International Journal, 1029-1046.
  • Barsade, S. G. (2002). The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior. Administrative Science Quarterly, 644-675.
  • Brotheridge, M. C. and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "People Work". Journal of Vocational Behaviour, 17-39.
  • Chu, K. H., Baker, M. A. and Murrmann, S. K. (2012). When we are on stage, we smile The effects of emotional labor on employee work outcome. International Journal of Hospitality Management, 906-915.
  • Creswell, J. W. (2014). Research Design Qualitative, Quantitative, and Mixed Methods Approaches. California: Library of Congress Cataloging-in-Publication Data.
  • Diefendorff, J. M. and Gosserand, R. H. (2003). Understanding the emotional labor process: a control theory perspective. Journal of Organization Behavior, 945-959.
  • Diefendorff, J. M., Croyle, M. H. and Grosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 339-357.
  • Dijk Van, P. A., Smith, L. D. and Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management, 39-45.
  • Dijk, V. P. and Kirk, A. (2007). Being somebody else: Emotional Labour and Emotional Dissonance in the context of the service experience at a heritage tourism site. Journal of Hospitality and Tourism Management, 157-169.
  • Forbes, R. (2011). El sindrome de Burnout: sintomas, causas y medidas de atención en la empresa. CEGESTI, 1-4.
  • Gardner, W. L., Fischer, D. and Hunt, J. G. (2009). Emotional labor and leadership: A threat to authenticity? Leadership Quarterly, 466-482.
  • Goffman, E. (1956). The presentation of self in everyday life. Edinburgh: University of Edinburg Social Sciences Research Centre.
  • Goleman, D. (1995). Emotional Intelligence: Why it can matter more than IQ. In D. Goleman, Emotional Intelligence: Why it can matter more than IQ (p. 36). New York: Bantam Books.
  • Grandey, A. A. (2000). Emotion Regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 95-110.
  • Gross, J. J. (1998). Antecedent and Response Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 224-237.
  • Gursoy, D., Boylu, Y. and Avci, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 783-794.
  • Hochschild, A. R. (1983). The managed heart. California: Library of Congress Cataloging in Publication Data.
  • Horng, J. S., Hsuan, H., Liu, C. H., Lin, L. and Tsai, C. Y. (2011). Competency analysis of top managers in the Taiwanese hotel industry. International Journal of Hospitality Management, 1044-1054.
  • Humphrey, R. (2012). How do leaders use emotional labor? Journal of Organizational Behavior, 740-744.
  • Humphrey, R. H., Pollack, J. M. and Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 151-168.
  • Humphrey, R. H., Pollack, J. M. and Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 151-168.
  • Hur, W. M., Moon, T.-W. and Jung, Y. S. (2015). "Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Services Marketing, Vol. 29 Issue: 1, 71-80.
  • İrigüler, F. and Güler, M. (2016). Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels? Journal of Yasar University, 113-123.
  • Jung, H. S. and Yoon, H. H. (2014). Antecedents and consequences of employees' job stress in a food service industry: Focused on emotional labor and turnover intent. International Journal of Hospitality Management, 84-88.
  • Kaplan, M. and Ulutaş, O. (2016). Duygusal Emeğin Tükenmişlik Üzerindeki Etkisi: Otel İşletmelerinde Bir Araştırma. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 165-174.
  • Karatepe, O. M. (2011). Do job resources moderate the effect of emotional dissonance on burnout?: A study in the city of Ankara, Turkey. International Journal of Contemporary Hospitality Management, 44-65.
  • Kim, M. J. and Han, S. Y. (2006). Relationship between Emotional Labor Consequences and Employees' coping strategy. Asia Pacific Journal of Tourism Research, 225-239.
  • Kim, T., Yoo, J. J.‐E., Lee, G. and Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 1029-1046.
  • Kim, T., Yoo, J. J.‐E., Lee, G. and Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 1029-1046.
  • Kogovsek, M. and Kogovsek, M. (2012). Emotional Labour in Hospitality. Quaestus Multidisciplinary Research Journal, 115-130.
  • Krippendorff, K. (2013). Content Analysis. Thousand Oaks, C: SAGE.
  • Kruml, S. M. and Geddes, D. (2000). Exploring the Dimension of Emotional Labor: The Heart of Hochschild's work. Management Communication Quarterly, 1-42.
  • Lam, T., Zhang, H. and Baum, T. (2001). An investigation of employees' job satisfaction: The case of hotels in Hong Kong. Tourism Management, 157-165.
  • Lam, W. and Chen, Z. (2012). When I put on my servıce mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. Internatıonal Journal of Hospıtalıty Management, 3-11.
  • Lee, J. and Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees' emotional intelligence and emotional labor. International Journal of Hospitality Management, 1101-1112.
  • Lee, J. and Ok, C. (2014). Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 176-187.
  • Lee, J., Ok, C. and Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 139-150.
  • Leidner, R. (1999). Emotional Labor in Service Work. The Annal of the American Academy of Political and Social Science, 50-61.
  • Liv, Q., Xu, S. and Ji, H. (2012). Emotional labor Strategies, emotional exhaustion, and Turnover intention: An empirical study of Chinese Hotel Employees. Journal of Human Resources in Hospitality & Tourism, 87-105.
  • Maslach, C. and Jackson, S. E. (1986). The Measurement of Experienced Burnout. Consulting Psychologists Press, 1-15.
  • Merrian, Sharan B and Associates. (2002). Qualitative Research in Practice. San Francisco: Jossey- Bass.
  • Morris, J. A. and Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 986-1010.
  • Nickson, D., Warhust, C. and Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing service quality: An International Journal, 195-208.
  • Nuriplik, F., Topsakal, Y. and Iplik, E. (2014). The effects of Job-Focused and Employee-Focused emotional labor on Burnout in the Hospitality industry in turkey. International Review of Management and Marketing, 175-186.
  • Pizam, A. (2004). Are hospitality employees equipped to hide their feelings? Hospitality Management, 315-316.
  • Rafaeli, A. and Sutton, R. I. (1989). The expression of emotion in organizational life. Research in Organizational Behavior, 1-42.
  • Ramis, P. C., Manassero, M. M. and García, B. E. (2011). Consecuencias del Trabajo Emocional en el sector turistico: ¿Riesgos Psicosociales o Salud Laboral? Ciencia y trabajo, 86-87.
  • Salovey, P. and Mayer, J. (1990). Emotional intelligence. Imagination, Cognition, and Personality, 539-551.
  • Sandiford, P. J. and Seymour, D. (2002). Emotional Labor in Public houses: Reflections on a pilot study. Journal of Hospitality & Tourism Research, 54-70.
  • Seymour, D. (2000). Emotional labour: a comparison between fast food and traditional service work. International Journal of Hospitality Management, 159-171.
  • Shani, A., Uriely, N., Reichel, A. and Ginsburg, L. (2014). Emotional labor in the hospitality industry: The influence of contextual factors. International Journal of Hospitality Management, 150-158.
  • Silbiger, A. and Pines, A. M. (2014). Expatriate stress and burnout. The International Journal of Human Resource Management.
  • Sohn, H.-K. and Lee, J. T. (2012). Relationship between HEXACO personality factors and emotional labor of service providers in the tourism industry. Tourism Management, 116-125.
  • Sutton, R. I. and Rafaeli, A. (2017). Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores. Academy of Management Journal, 461-487.
  • Şad, B. and Şahin, Ü. S. (2018). Otel Çalışanlarının Tükenmişlik Düzeyinin Yaşam Doyumuna Etkisi. Journal of Travel and Hospitality Management, 461-480.
  • Totterdell, P. and Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 55-73.
  • Tsai, C.-W. (2009). The important effect of an employee's emotion management ability on his/ her service behaviour in the international tourist hotel. The Service Industries Journal, 1437-1449.
  • Wong, J.-Y. and Wang, C.-H. (2009). The emotional labor of the tour leaders: An exploratory study. Tourism Management, 249-259.
  • Xu, S., Martinez, L. R. and Lv, Q. (2017). Explaining the link between emotional labor and turnover intentions: The role of In-Depth Communication. International Journal of Hospitality & Tourism Administration, 288-306.
  • Zapf, D. (2002). Emotion work and psychological well-being A review of the literature and some conceptual considerations. In D. Zapf (Ed.), Human Resource Management Review (p. 240). Frankfurt: Department of Psychology, Johann Wolfgang Goethe-University Frankfurt.
  • Zapf, D. (2002). Emotion work and psychological well-being A review of the literature and some conceptual considerations. In D. Zapf, Human Resource Management Review (p. 240). Frankfurt: Department of Psychology, Johann Wolfgang Goethe-University Frankfurt.
  • Zapf, D. and Holz, M. (2007). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 1-28.Alacalı, C. ve A. K. Erbaş (2008). PISA 2006 Sonuçlarına Göre Türkiye’deki Okul Niteliklerinin Öğrenci Başarısına Etkisi. VIII. Ulusal Fen Ve Matematik Kongresi, Bolu Abant İzzet Baysal Üniversitesi Eğitim Fakültesi.

How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor

Yıl 2020, Cilt: 21 Sayı: 2, 335 - 358, 30.12.2020

Öz

Kaynakça

  • Ashforth, B. E. and Humphery, R. H. (1995). Emotion in the workplace: A Reappraisal. Human Relations, 97-125.
  • Ashforth, B. E. and Humphrey, R. H. (1993). Emotional Labor in Service Roles: The influence of identity. The Academy of Management Review, 88-115.
  • Ayoko, O. B. and Konrad, A. M. (2012). Leader's transformational, conflict, and emotion management behaviors in culturally diverse workgroups. An International Journal, 1029-1046.
  • Barsade, S. G. (2002). The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior. Administrative Science Quarterly, 644-675.
  • Brotheridge, M. C. and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "People Work". Journal of Vocational Behaviour, 17-39.
  • Chu, K. H., Baker, M. A. and Murrmann, S. K. (2012). When we are on stage, we smile The effects of emotional labor on employee work outcome. International Journal of Hospitality Management, 906-915.
  • Creswell, J. W. (2014). Research Design Qualitative, Quantitative, and Mixed Methods Approaches. California: Library of Congress Cataloging-in-Publication Data.
  • Diefendorff, J. M. and Gosserand, R. H. (2003). Understanding the emotional labor process: a control theory perspective. Journal of Organization Behavior, 945-959.
  • Diefendorff, J. M., Croyle, M. H. and Grosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 339-357.
  • Dijk Van, P. A., Smith, L. D. and Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management, 39-45.
  • Dijk, V. P. and Kirk, A. (2007). Being somebody else: Emotional Labour and Emotional Dissonance in the context of the service experience at a heritage tourism site. Journal of Hospitality and Tourism Management, 157-169.
  • Forbes, R. (2011). El sindrome de Burnout: sintomas, causas y medidas de atención en la empresa. CEGESTI, 1-4.
  • Gardner, W. L., Fischer, D. and Hunt, J. G. (2009). Emotional labor and leadership: A threat to authenticity? Leadership Quarterly, 466-482.
  • Goffman, E. (1956). The presentation of self in everyday life. Edinburgh: University of Edinburg Social Sciences Research Centre.
  • Goleman, D. (1995). Emotional Intelligence: Why it can matter more than IQ. In D. Goleman, Emotional Intelligence: Why it can matter more than IQ (p. 36). New York: Bantam Books.
  • Grandey, A. A. (2000). Emotion Regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 95-110.
  • Gross, J. J. (1998). Antecedent and Response Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 224-237.
  • Gursoy, D., Boylu, Y. and Avci, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 783-794.
  • Hochschild, A. R. (1983). The managed heart. California: Library of Congress Cataloging in Publication Data.
  • Horng, J. S., Hsuan, H., Liu, C. H., Lin, L. and Tsai, C. Y. (2011). Competency analysis of top managers in the Taiwanese hotel industry. International Journal of Hospitality Management, 1044-1054.
  • Humphrey, R. (2012). How do leaders use emotional labor? Journal of Organizational Behavior, 740-744.
  • Humphrey, R. H., Pollack, J. M. and Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 151-168.
  • Humphrey, R. H., Pollack, J. M. and Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 151-168.
  • Hur, W. M., Moon, T.-W. and Jung, Y. S. (2015). "Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Services Marketing, Vol. 29 Issue: 1, 71-80.
  • İrigüler, F. and Güler, M. (2016). Emotional Labor of Tourist Guides: How Does It Affect Their Job Satisfaction and Burnout Levels? Journal of Yasar University, 113-123.
  • Jung, H. S. and Yoon, H. H. (2014). Antecedents and consequences of employees' job stress in a food service industry: Focused on emotional labor and turnover intent. International Journal of Hospitality Management, 84-88.
  • Kaplan, M. and Ulutaş, O. (2016). Duygusal Emeğin Tükenmişlik Üzerindeki Etkisi: Otel İşletmelerinde Bir Araştırma. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 165-174.
  • Karatepe, O. M. (2011). Do job resources moderate the effect of emotional dissonance on burnout?: A study in the city of Ankara, Turkey. International Journal of Contemporary Hospitality Management, 44-65.
  • Kim, M. J. and Han, S. Y. (2006). Relationship between Emotional Labor Consequences and Employees' coping strategy. Asia Pacific Journal of Tourism Research, 225-239.
  • Kim, T., Yoo, J. J.‐E., Lee, G. and Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 1029-1046.
  • Kim, T., Yoo, J. J.‐E., Lee, G. and Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 1029-1046.
  • Kogovsek, M. and Kogovsek, M. (2012). Emotional Labour in Hospitality. Quaestus Multidisciplinary Research Journal, 115-130.
  • Krippendorff, K. (2013). Content Analysis. Thousand Oaks, C: SAGE.
  • Kruml, S. M. and Geddes, D. (2000). Exploring the Dimension of Emotional Labor: The Heart of Hochschild's work. Management Communication Quarterly, 1-42.
  • Lam, T., Zhang, H. and Baum, T. (2001). An investigation of employees' job satisfaction: The case of hotels in Hong Kong. Tourism Management, 157-165.
  • Lam, W. and Chen, Z. (2012). When I put on my servıce mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. Internatıonal Journal of Hospıtalıty Management, 3-11.
  • Lee, J. and Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees' emotional intelligence and emotional labor. International Journal of Hospitality Management, 1101-1112.
  • Lee, J. and Ok, C. (2014). Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 176-187.
  • Lee, J., Ok, C. and Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 139-150.
  • Leidner, R. (1999). Emotional Labor in Service Work. The Annal of the American Academy of Political and Social Science, 50-61.
  • Liv, Q., Xu, S. and Ji, H. (2012). Emotional labor Strategies, emotional exhaustion, and Turnover intention: An empirical study of Chinese Hotel Employees. Journal of Human Resources in Hospitality & Tourism, 87-105.
  • Maslach, C. and Jackson, S. E. (1986). The Measurement of Experienced Burnout. Consulting Psychologists Press, 1-15.
  • Merrian, Sharan B and Associates. (2002). Qualitative Research in Practice. San Francisco: Jossey- Bass.
  • Morris, J. A. and Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 986-1010.
  • Nickson, D., Warhust, C. and Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing service quality: An International Journal, 195-208.
  • Nuriplik, F., Topsakal, Y. and Iplik, E. (2014). The effects of Job-Focused and Employee-Focused emotional labor on Burnout in the Hospitality industry in turkey. International Review of Management and Marketing, 175-186.
  • Pizam, A. (2004). Are hospitality employees equipped to hide their feelings? Hospitality Management, 315-316.
  • Rafaeli, A. and Sutton, R. I. (1989). The expression of emotion in organizational life. Research in Organizational Behavior, 1-42.
  • Ramis, P. C., Manassero, M. M. and García, B. E. (2011). Consecuencias del Trabajo Emocional en el sector turistico: ¿Riesgos Psicosociales o Salud Laboral? Ciencia y trabajo, 86-87.
  • Salovey, P. and Mayer, J. (1990). Emotional intelligence. Imagination, Cognition, and Personality, 539-551.
  • Sandiford, P. J. and Seymour, D. (2002). Emotional Labor in Public houses: Reflections on a pilot study. Journal of Hospitality & Tourism Research, 54-70.
  • Seymour, D. (2000). Emotional labour: a comparison between fast food and traditional service work. International Journal of Hospitality Management, 159-171.
  • Shani, A., Uriely, N., Reichel, A. and Ginsburg, L. (2014). Emotional labor in the hospitality industry: The influence of contextual factors. International Journal of Hospitality Management, 150-158.
  • Silbiger, A. and Pines, A. M. (2014). Expatriate stress and burnout. The International Journal of Human Resource Management.
  • Sohn, H.-K. and Lee, J. T. (2012). Relationship between HEXACO personality factors and emotional labor of service providers in the tourism industry. Tourism Management, 116-125.
  • Sutton, R. I. and Rafaeli, A. (2017). Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores. Academy of Management Journal, 461-487.
  • Şad, B. and Şahin, Ü. S. (2018). Otel Çalışanlarının Tükenmişlik Düzeyinin Yaşam Doyumuna Etkisi. Journal of Travel and Hospitality Management, 461-480.
  • Totterdell, P. and Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 55-73.
  • Tsai, C.-W. (2009). The important effect of an employee's emotion management ability on his/ her service behaviour in the international tourist hotel. The Service Industries Journal, 1437-1449.
  • Wong, J.-Y. and Wang, C.-H. (2009). The emotional labor of the tour leaders: An exploratory study. Tourism Management, 249-259.
  • Xu, S., Martinez, L. R. and Lv, Q. (2017). Explaining the link between emotional labor and turnover intentions: The role of In-Depth Communication. International Journal of Hospitality & Tourism Administration, 288-306.
  • Zapf, D. (2002). Emotion work and psychological well-being A review of the literature and some conceptual considerations. In D. Zapf (Ed.), Human Resource Management Review (p. 240). Frankfurt: Department of Psychology, Johann Wolfgang Goethe-University Frankfurt.
  • Zapf, D. (2002). Emotion work and psychological well-being A review of the literature and some conceptual considerations. In D. Zapf, Human Resource Management Review (p. 240). Frankfurt: Department of Psychology, Johann Wolfgang Goethe-University Frankfurt.
  • Zapf, D. and Holz, M. (2007). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 1-28.Alacalı, C. ve A. K. Erbaş (2008). PISA 2006 Sonuçlarına Göre Türkiye’deki Okul Niteliklerinin Öğrenci Başarısına Etkisi. VIII. Ulusal Fen Ve Matematik Kongresi, Bolu Abant İzzet Baysal Üniversitesi Eğitim Fakültesi.
Toplam 64 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

Merlys Cazaran Bu kişi benim 0000-0001-8776-1838

Hakan Sezerel 0000-0003-1521-8638

Bryan Christiansen 0000-0001-7282-8497

Yayımlanma Tarihi 30 Aralık 2020
Gönderilme Tarihi 28 Ağustos 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 21 Sayı: 2

Kaynak Göster

APA Cazaran, M., Sezerel, H., & Christiansen, B. (2020). How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, 21(2), 335-358.
AMA Cazaran M, Sezerel H, Christiansen B. How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. Aralık 2020;21(2):335-358.
Chicago Cazaran, Merlys, Hakan Sezerel, ve Bryan Christiansen. “How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 21, sy. 2 (Aralık 2020): 335-58.
EndNote Cazaran M, Sezerel H, Christiansen B (01 Aralık 2020) How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 21 2 335–358.
IEEE M. Cazaran, H. Sezerel, ve B. Christiansen, “How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor”, Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, c. 21, sy. 2, ss. 335–358, 2020.
ISNAD Cazaran, Merlys vd. “How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi 21/2 (Aralık 2020), 335-358.
JAMA Cazaran M, Sezerel H, Christiansen B. How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. 2020;21:335–358.
MLA Cazaran, Merlys vd. “How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor”. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi, c. 21, sy. 2, 2020, ss. 335-58.
Vancouver Cazaran M, Sezerel H, Christiansen B. How Do The Hotel Managers Cope With Negative Outcomes? The Antecedents And The Consequences Of Emotional Labor. Eskişehir Osmangazi Üniversitesi Sosyal Bilimler Dergisi. 2020;21(2):335-58.