The relationship between emotional labour and burnout: a meta-analysis

ÇELİKER N., Ustunel M. F., GÜZELLER C. O.

ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH, cilt.30, sa.3, ss.328-345, 2019 (ESCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 30 Sayı: 3
  • Basım Tarihi: 2019
  • Doi Numarası: 10.1080/13032917.2019.1581625
  • Dergi Adı: ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
  • Sayfa Sayıları: ss.328-345
  • Anahtar Kelimeler: Emotional labor, burnout, emotional exhaustion, meta analysis, HOTEL EMPLOYEES, SATISFACTION, ANTECEDENTS, ROLES
  • Akdeniz Üniversitesi Adresli: Evet

Özet

This study examines individual studies conducted in the tourism-hospitality industry based on a sample in Turkey. It aims to determine the relations between emotional labour subdimensions (surface acting, deep acting, genuine emotion) and burnout subdimensions (emotional exhaustion, depersonalization, personal accomplishment) through meta-analysis. The analyses were performed on 13 individual studies. The findings suggest no significant relation between surface acting/genuine emotion and burnout subdimensions. On the other hand, while deep acting has a weak negative relation with emotional exhaustion and depersonalization, no significant relation was identified between deep acting and personal accomplishment. The findings are discussed in terms of their theoretical and practical impact on the tourism and hospitality industry.