An Investigation Into The Use Ofemotionallabor Factors In The Employmentprocess In Tourism Enterprises

Employees working in service industry are involved in their work not only with their intellectual and physical qualifications but also with their emotional qualifications. For this reason, it is essential to reflect the appropriate emotions or make emotional labor in the workplace. This paper examines to what extent the superficial behavior, profound behavior, genuine behavior, reflection of emotions and appearance rule criterion, which are identified as emotional labor factors in the literature, are taken into account in the employment process in tourism enterprises. In this study,job ads of tourism enterprises which took place in the Human Resources Newspaper were examined. 192 of the 389 ads which were published between January 2001 and July 2007 were taken into account for further examination. Findings wereevaluated with correspondence analysis technique. Results highlight that genuine behavior was the emotional labor factor which was attached the highest importance. In this sense, good speech, optimism, empathy, adaptability and presentability were mostly preferred. On the other hand, results indicated that employees favoured superficial behavior factor and its related subfactors concerning the aviation businesses. Besides, it was found that emotional labor factors werepaid attention in the employment process of hotel enterprises and also significant relationships were determined between the emotional labor factors and the department to which the employee will be placed, education level and the enterprise type.