Analysing the Effects of Emotional Labour towards Employees on Empathic Tendency: A Survey on Senior Executives in Turkey

حضوریّة موظفی الفنادق: تأثیرات التفاعل مع الضغط الوظیفى و العمل العاطفی

“…The literature has also argued that emotional labor negatively influences the psychology of employees (Hwa, 2012;Hulsheger and Schewe, 2011;Wagner et al, 2014). It causes serious anxiety over employees as the senior managers may lacking the emphatic ability and at the same time expect subordinates to deliver excellent service (Yesilkaya, 2015). Therefore, employees are being pressured all the time by their supervisors to hide their emotions in order to please customers and to conform to their demands.…”