(The Effect of Psychological Capital and Emotional Labor on Organizational Commitment)

Abstract

Purpose – While the efforts of tourism businesses for achieving service quality to obtain competitive advantage by managing the feelings of their employees is not a factor that is sufficient in organizational success, considering the negative effects of emotional effort, businesses need the contribution of their employees to be productive in their activities. The aim of this study is to determine the effects of psychological capital and emotional labor on organizational commitment Design/methodology/approach: – In this study carried out in the format of field research, the data were collected by survey technique. The sample group of the study, which covers four and five-star hotels operating in Gaziantep, consists of 228 employees. In the analysis of the data, exploratory and confirmatory factor analyzes were used, correlations between variables were determined and goodness of fit tests and regression analysis were conducted with the structural equation model. Findings – As a result of the analyzes, it has been concluded that the emotional labor levels of the employees have a negative and significant effect on the levels of organizational commitment and that the psychological capital levels have a positive and significant effect on their organizational commitment levels. Discussion – Thanks to the increasing effect of positive feelings and motivating effect against the difficulties psychological capital can reduce negative feelings that the employees feel against their organizations. Increasing the psychological capital of the employees in terms of strengthening the psychological resources of the employees and strengthening their organizational commitment in the face of the negative situations caused by emotional labor will provide a significant advantage to the organizations.