INSTITUTIONALIZATION AND EMOTIONAL LABOUR BEHAVIOUR: A RESEARCH IN HOSPITALITY ORGANIZATIONS

Abstract

ABSTRACTIncreasing competition and globalization make obligatory businesses to go toward differentiation. In competitive environment, that businesses institutionalize and make efforts of the different product and service toward customers enables them to proceed one step further than their competitors. It is considered that expecting the behavior of emotional labor, defined as emotional expression exhibited together with service from the employees, whose institutionalization perception are weak, will not be meaningful. With moving from here, in literature review carried out, any study has not been met about the effect of institutionalization perception on emotional labor behavior. Hence, in this study, an answer is searched for the main question “Does institutionalization perception affect emotional labor behaviors? ” . In the study, it aimed to study how institutionalization perception has an effect on emotional labor behaviors. The main hypothesis of the study is: H1= Institutionalization perception of employees affect their emotional labor behaviors in positive direction. The study has a quality of empirical research. In the study, survey technique is used as data collecting instrument. The universe of the study consists of accommodation businesses being in active. In the study, a valid feedback was obtained from 420 workers. The data obtained in this study will be analyzed by the method of simple linear regression methods. It is considered that the findings to be obtained at the end of the study will make contribution to eliminating the deficiency in the area and will present useful opinions toward the literature and application. Keywords: Institutionalization , emotional labor, businesses JEL Codes: M1, M12,Z32

Keywords

• institutionalization
• emotional labor