THE EFFECT OF EMOTIONAL LABOR AND BASIC SELF ON CONSTRUCTIVE NORMAL BEHAVIOR IN HOTEL OPERATIONS: THE INTERMEDIATE ROLE OF STAFF EMPOWERMENT

Abstract

The main purpose of the research is to examine the effect of emotional labor, core self, constructive non-normative behavior and the mediating effect of personnel empowerment. The universe of the study is hotel businesses and the sample is the hotels in Ankara and Muğla. Research data were collected from managers in the hotel enterprises in question by interview form and survey technique from the staff. The data obtained with 538 questionnaires collected from the employees were analyzed. In the light of the data obtained from the employees, "factor analysis" was used for sizing and validating the scales. Correlation analysis was used to determine the relationship between the scales. For the validation of the research model, "Structural Equation Modeling" was preferred in measuring the interaction of the independent variables with the dependent variable and determining the mediating role in the LISREL package program. According to the results of the research, it has been observed that staff empowerment has a partial mediating role in the effect of collective emotional labor on constructive non-normative behavior. On the other hand, it has been revealed that staff empowerment is a full mediator in the effect of core ego on constructive non-normative behavior.