Emotional labor, quality of work life, and life satisfaction of tour guides: the mediating role of burnout

Abstract

The impact of emotional labor on employees’ well-being has received little attention. Specifically, previous literature is not consistent on the different outcomes of emotional labor on tourism employees’ personal and professional life. Drawing on emotional labor and well-being theories, the study proposes a conceptual model linking emotional labor’s dimensions 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 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 emotional dissonance and burnout. The study makes several theoretical contributions and suggests implications for different stakeholders.