Journal of Tourism, Leisure & Hospitality, cilt.3, sa.2, ss.118-128, 2021 (Hakemli Dergi)
The impact of emotional labor on employees’ well-being has received little attention. Specifically, previous
research is not consistent when the different outcomes of emotional labor on tourism employees’ personal
and professional life are considered. Drawing on emotional labor and well-being theories, the present
study proposes a conceptual model linking emotional labor’s dimensions (i.e., emotional dissonance and
emotional effort) with other social and organizational variables. Using data from Turkish tour guides, the
study reveals that while emotional dissonance increases burnout and turnover intention and decreases the
quality of work life, emotional effort is associated with decreased burnout and enhanced quality of work life
and life satisfaction. The study confirms the mediating role of burnout on the relationship between emotional
dissonance and quality of work life, as well as the relationship between emotional dissonance and life
satisfaction. However, the study results fail to confirm the moderating role of organizational support on the
relationship between emotional dissonance and burnout. The study makes several theoretical contributions
and suggests implications for different stakeholders