Otel Isletmelerinde Davranis Kurali Algisi ve Is Doyumunun Duygusal Emek Davranisi Üzerindeki Etkisinin Belirlenmesi/The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels

The main objective of this study is to find out the relationship between emotional labor behaviours', display rule perceptions' and job satisfactions of employees in hotels. The population of the study is the employees working at 5-star hotels in Antalya and istanbul. A questionnaire has been used to collect data from the population that consists of four parts: individual characteristics, emotional labor behaviours, display rule perceptions and job satisfaction. A total of 857 questionnaires were completed; 440 of them from Antalya and 387 from istanbul. The validity and reliability studies of the scale employed were implemented, then the questionnaire was applied between June 2012 and March 2013 to the sample population. Data obtained were analysed through factor, mean and frequency, correlation, simple and multi- linear regression analyses. According to the results of the study, there is a statistically significant relation between emotional labor behaviours and job satisfaction and display rule perception.