Content uploaded by Nuri Çeliker
Author content
All content in this area was uploaded by Nuri Çeliker on Jul 22, 2019
Content may be subject to copyright.
Full Terms & Conditions of access and use can be found at
https://www.tandfonline.com/action/journalInformation?journalCode=rana20
Anatolia
An International Journal of Tourism and Hospitality Research
ISSN: 1303-2917 (Print) 2156-6909 (Online) Journal homepage: https://www.tandfonline.com/loi/rana20
The relationship between emotional labour and
burnout: a meta-analysis
Nuri Celiker, Mehmet Fatih Ustunel & Cem Oktay Guzeller
To cite this article: Nuri Celiker, Mehmet Fatih Ustunel & Cem Oktay Guzeller (2019):
The relationship between emotional labour and burnout: a meta-analysis, Anatolia, DOI:
10.1080/13032917.2019.1581625
To link to this article: https://doi.org/10.1080/13032917.2019.1581625
Published online: 20 Feb 2019.
Submit your article to this journal
Article views: 49
View Crossmark data
The relationship between emotional labour and burnout: a
meta-analysis
Nuri Celiker
a
, Mehmet Fatih Ustunel
b
and Cem Oktay Guzeller
b
a
Faculty of Business Administration, Alanya Alaaddin Keykubat University, Alanya, Turkey;
b
Faculty of Tourism,
Akdeniz University, Antalya, Turkey
ABSTRACT
This study examines individual studies conducted in the tourism-
hospitality industry based on a sample in Turkey. It aims to determine
the relations between emotional labour subdimensions (surface acting,
deep acting, genuine emotion) and burnout subdimensions (emotional
exhaustion, depersonalization, personal accomplishment) through
meta-analysis. The analyses were performed on 13 individual studies.
The findings suggest no significant relation between surface acting/
genuine emotion and burnout subdimensions. On the other hand,
while deep acting has a weak negative relation with emotional exhaus-
tion and depersonalization, no significant relation was identified
between deep acting and personal accomplishment. The findings are
discussed in terms of their theoretical and practical impact on the
tourism and hospitality industry.
ARTICLE HISTORY
Received 13 August 2018
Accepted 8 February 2019
KEYWORDS
Emotional labor; burnout;
emotional exhaustion; meta
analysis
Introduction
Since the nature of interpersonal interactions in the tourism and hospitality industry is regarded
as the basic philosophy in achieving service quality and customer satisfaction, tourism and
hospitality firms especially focus on managing the emotional expressions of employees toward
customers (Lee & Ok, 2014). In this scope, the organizations set forth some rules as standards for
the proper expression of these feelings. These rules involve norms expressing the scope, intensity,
duration, and objects of emotional expressions that need to be displayed under certain circum-
stances. Efforts by employees in changing their emotional expressions or inner feelings to comply
with organizational norms is defined as emotional labour (Ashforth & Humphrey, 1993).
Hochschild (1983) notes that emotion management has a cost for employees. If the employees’
emotions contradict those they display, the individual will develop emotional dissonance.
Emotional dissonance may, in the long term, lead to some unfavorable consequences such as
burnout. Burnout occurs when employees cannot maintain an adequate psychological distance
between their emotional requirements and their sense of self (self-concept) (Wharton, 1999).
Several studies have examined the relations between emotional labour and burnout in the
tourism and hospitality industry (Chen et al., 2012; Kim, 2008; Tepeci & Pala, 2016). The studies
conducted on individuals yielded different outcomes concerning the variables and subdimensions
of relations between emotional labour and burnout, and no consensus was reached. This situation
makes it difficult to make generalizations about the relations between the two.
The purpose of this study is to synthesize the relations of tourism and hospitality employees’
emotional labour with their burnout levels within the scope of the subdimensions of the variables
CONTACT Cem Oktay Guzeller cemguzeller@akdeniz.edu.tr Faculty of Tourism, Akdeniz University, Antalya, Turkey
ANATOLIA
https://doi.org/10.1080/13032917.2019.1581625
© 2019 Informa UK Limited, trading as Taylor & Francis Group
and in the context of individual studies carried out in Turkey. This will be done through meta-
analysis and is expected to reveal the total value of individual work.
The literature features a limited number of studies which have investigated the relations
between emotional labour and burnout through meta-analysis (Bono & Vey, 2005; Kenworthy,
Fay, Frame, & Petree, 2014), but no meta-analysis has been conducted in the tourism and
hospitality context. This study is expected to combine and summarize the results of individual
studies to reveal the relations between the two with more generalizable results and therefore
provide a new perspective to researchers for future studies.
Literature review
Hochschild (1983, p. 7) described emotional labour as “the employees managing their emotions
for a certain wage.”Ashforth and Humphrey (1993) focused on direct behaviour itself rather than
its underlying emotions and defined emotional labour as the behaviour where appropriate
emotions are displayed. Emotional labour consists of efforts made by individuals constantly
interacting with customers to display organizationally desirable emotions (Wharton, 1999).
Sometimes, individuals have to hide their feelings to feel fake (pretend) or try to experience the
desired emotion when they are required to display them at work (Diefendorff, Croyle, &
Gosserand, 2005). In this context, Hochschild (1983) divided emotional labour into two sub-
dimensions: surface acting and deep acting. Surface acting is where employees pretend to feel the
emotions they do not feel, essentially faking their emotions using facial expressions, gestures,
tones, and mimics and thus adapting their emotions to organizational rules. Meanwhile, deep
acting is a type of behaviour in which an employee truly and frankly tries to experience or feel the
emotions expected of him (Ashforth & Humphrey, 1993). Employees could feel natural and
intimate without having to twist or try to experience their feelings in addition to displaying
surface and deep acting while exhibiting their emotions. This situation is referred to as the third
dimension of emotional labour (genuine emotion) by Ashforth and Humphrey (1993).
The term “burnout”came from studies that examined the mood of employees and the ways to
manage them (Cordes & Dougherty, 1993). Maslach and Jackson (1981) described burnout as
a common emotional exhaustion and cynicism syndrome widely seen among individuals
employed in jobs requiring intense interaction with people. Copp (1998) described burnout as
“emotional deviance”experienced by employees occupationally and stated that it occurs when
employees fail to manage their emotions in accordance with organizational expectations.
Maslach and Jackson (1981) studied burnout syndrome in three dimensions: emotional exhaus-
tion, depersonalization, and personal accomplishment. Emotional exhaustion refers to the lack of
energy in individuals who interact intensely with people and the feeling that their emotional resources
are exhausted because of excessive psychological demands (Lee & Shin, 2005). Emotionally exhausted
employees feel they cannot focus on their jobs anymore. Depersonalization emerges as a reaction to
emotional exhaustion. In this process, employees see customers and colleagues as nothing more than
objects and display a calm, reckless, and sarcastic attitude toward them (Halbesleben & Buckley, 2004).
On the other hand, diminished personal accomplishment refers to the loss of self-sufficiency and self-
appreciation at work (Zhang & Zhu, 2008).
People’s burnout levels can vary depending on their professions and their work relationships.
Individuals employed in the tourism and hospitality industry especially work under conditions
that are more prone to burnout. It can be stated that work intensity, working hours, the number
of customers dealt with, and time pressure increase burnout, especially the emotional exhaustion
component.
In the context of the relations of emotional labour subdimensions with employee burnout
levels, Chen et al. (2012) expressed that if hotel employees displayed surface acting, their burnout
levels would increase and their work satisfaction would decline. He set forth that deep acting has
a negative correlation with burnout and a positive one with work satisfaction. As Lee, An, and
2N. CELIKER ET AL.
Noh (2015) argued, deep acting enhances work performance and reduces burnout while surface
acting increases both. Wu, Shie, and Gordon (2017) found, in a study they conducted on
employees of a five-star hotel, that burnout had a positive correlation with surface acting and
a negative one with deep acting and genuine emotion.
Emotional labour and emotional exhaustion
Emotional exhaustion is the most obvious manifestation of burnout syndrome (Maslach,
Schaufeli, & Leiter, 2001). Several studies examining the relation between emotional labor and
emotional exhaustion have suggested that the surface acting of employees in the tourism and
hospitality industry, where emotional labour is high, will cause them to be exhausted emotionally
whereas those who can manage to display deep acting or genuine emotion will have a lower risk of
developing burnout (Choi & Kim, 2014; Tepeci & Pala, 2016). On the other hand, some research
indicates that deep acting and genuine emotion have no effect on emotional exhaustion (Kim,
2008; Yürür & Ünlü, 2011).
In this paper, findings of studies examining the relations between emotional labour and
burnout in the Turkish tourism and hospitality industry will be gathered, and the following
hypotheses will be tested to eliminate confusion caused by different opinions in the research and
to determine the relations between the variables more explicitly and reliably:
H
1(a):
There is a correlation between the surface acting of employees in the tourism and hospitality
industry and emotional exhaustion effect sizes.
H
1(b):
There is a correlation between the deep acting of employees in the tourism and hospitality
industry and emotional exhaustion effect sizes.
H
1(c):
There is a correlation between the genuine emotion of employees in the tourism and
hospitality industry and emotional exhaustion effect sizes.
Emotional labour and depersonalization
Newnham (2017), in a study that examined the relations of the emotional labour of Philippine and
Australian hotel workers with their burnout levels, found that employees with relatively high
surface acting and low deep acting experienced more depersonalization than others. Prentice,
Chen, and King (2013) found positive relations between the surface and deep acting and
depersonalization levels of employees in hospitality firms. As the authors argue, if employees
think they need to act intimately and deeply but cannot do so because of factors such as low
wages, they can experience low self-respect or self-alienation, which in turn leads to burnout. On
the other hand, Tepeci and Pala (2016) asserted that an individual displaying deep acting in the
hospitality industry would experience less depersonalization, but genuine emotion has nothing to
do with depersonalization. In our study, following hypotheses will be tested regarding the
relations between the subdimensions in light of the literature findings:
H
2(a):
There is a correlation between the surface acting of employees in the tourism and hospitality
industry and depersonalization effect sizes.
H
2(b):
There is a correlation between the deep acting of employees in the tourism and hospitality
industry and depersonalization effect sizes.
H
2(c):
There is a correlation between the genuine emotion of employees in the tourism and
hospitality industry and depersonalization effect sizes.
ANATOLIA 3
Emotional labor and personal accomplishment
Surface acting, a dimension of emotional labour, is expected to have a toxic relation with
personal accomplishment, that is, there has to be a negative relation between them (Grandey,
2000). However, when studies conducted in the tourism and hospitality industry are exam-
ined, the general belief is that no relation exists between surface acting and personal accom-
plishment (Kaplan & Ulutaş,2016;Prenticeetal.,2013). On the other hand, deep acting
requires that the customer is treated as someone who deserves genuine emotion, and positive
feedback from the customer may enhance personal accomplishment (Brotheridge & Grandey,
2002). Most of the research in the tourism and hospitalityindustryadvocatethehypothesis
that deep acting and genuine emotion enhance personal accomplishment (Prentice et al., 2013;
Tepeci & Pala, 2016). In our study, the following hypotheses will be tested regarding the
relation of emotional labour subdimensions and personal accomplishment:
H
3(a):
There is a correlation between the surface acting of employees in the tourism and hospitality
industry and the effect sizes of personal accomplishment.
H
3(b):
There is a correlation between the deep acting of employees in the tourism and hospitality
industry and the effect sizes of personal accomplishment.
H
3(c):
There is a correlation between the genuine emotion of employees in the tourism and
hospitality industry and the effect sizes of personal accomplishment.
Methodology
This study analyses Turkey-based individual studies addressing the relations between emotional
labour (surface acting, deep acting, and genuine emotion) invested in the workplace by employ-
ees in the tourism and hospitality industry and their burnout levels (emotional exhaustion,
depersonalization, personal accomplishment), using the meta-analysis method, which is
a quantitative research technique.
Meta-analysis is defined as the process involving the use of statistical methods to combine
findings obtained from studies conducted on the same subject independently of each other and
acquire more reliable and consistent results by extending the sampling (Dempfle, 2006). Meta-
analysis is generally known as the analysis of analyses (Glass, 1976). Meta-analysis provides
a general effect size and confidence interval on the cumulative evidence derived from the
combination of two or more studies. Effect size represents the relation between dependent and
independent variables in the study (Hedges & Pigott, 2004). Meta-analysis produces a separate
r value (correlation coefficient, regression coefficient) from multiple studies to calculate the
combined effect size (Zhang, Fu, Cai, & Lu, 2014). The synthesis of the data in meta-analysis is
carried out based on one of two statistical models (fixed-effect model or randomized-effect model.
The fixed-effect model is preferred when the results of individual studies in the meta-analysis are
homogeneous (the universe sizes of the studies are the same); the random-effects model is
preferred when the results are heterogeneous (in cases where the universe sizes of the studies
are different and the standard deviation is not equal to zero) (Neely et al., 2010).
To retrieve the research data, a screening survey was made in EBSCOhost, Emerald, Google
Scholar, JSTOR, Sage Journal, Science Direct, Scopus, Springer-Link, Taylor & Francis, Web of
Science, and Wiley Online Library databases using the keywords “duygusal emek,”“tükenmişlik,”
and “duygusal tükenme”and their English equivalents “emotional labor,”“burnout,”“emotional
exhaustion,”with the limitation to Turkey-based studies. Furthermore, another screening was made
in the national databases Ulakbim and Sobiad and also in YOK (Council of Higher Education)
4N. CELIKER ET AL.
National Thesis Monitoring Centre for the thesis. At the end of screening, a total of 72 studies were
collected consisting of articles, theses, and proceedings papers.
Inclusion criteria
Among the 72 studies obtained from the literature survey, those meeting the inclusion criteria
below were included in the meta-analysis.
●Full-text articles and thesis studies performed in Turkish-English languages examining the
relations between emotional labour and burnout in the tourism and hospitality industry in
Turkish samples.
●Studies examining the relations between emotional labour subdimensions (surface acting,
deep acting, genuine emotion) and burnout subdimensions (emotional exhaustion, deperso-
nalization, and personal accomplishment)
●Studies with adequate sampling sizes and correlation coefficients to get the standardized
effect size in the meta-analysis studies.
Inthestudy,nospecific time interval limitation was applied, and all studies meeting the
inclusion criteria on the data when the research was began (May 2018) were included in the
analysis. Fifty-nine of the 72 Turkey-based studies addressing the correlation between emotional
labour and burnout were excluded from the study sincetheywereproceedingspapers,imple-
mented outside the tourism and hospitality industry, were missing the full text, included
a matching copy, lacked Pearson correlation (r), and also because the emotional labour and
burnout scale did not give values regarding the subdimensions examined as part of our study. In
conclusion, the analyses were carried out on a total of 13 articles and thesis studies and 3,453
samples (Figure 1).
Coding
A data coding form developed by the researchers was used to obtain the statistical data required to
determine the descriptive properties and to calculate the effect sizes of the studies. In the form,
each work is assigned a number, and the titles, author(s) of the study, publication years, publica-
tion types, publication languages, sampling size, sub-variables, populations, measure types, scales
were coded. Coding was done by two researchers to be on the safe side in terms of reliability, and
the results were compared. The reliability of the coding was found to be 100%, using Miles and
Huberman’s(2002) reliability level formula (reliability = number of matching items/total number
of items). Descriptive data regarding the 13 studies included in the meta-analysis are detailed
(Table 1).
Table 1 shows that there are different types of population in the studies, and the scales used for
determining the relationship between variables differ. This may raise doubts as to whether
individual studies can be combined for meta-analysis. According to the Hanji (2017), standardized
effect size measures are typically used when results from multiple studies are being combined,
when some or all of the studies use different scales, or when it is desired to convey the size of an
effect relative to the variability in the population. In the study, standardized effect size was used to
eliminate the problem that may arise from scale and population differences.
Statistical analysis
The study used Fisher’sZ formula to calculate the effect size whereas correlation-based effect size
classification was used to interpret it (Cohen, 2007):
ANATOLIA 5
●Effect size value <0.10 very low level
●0.11 effect size value <0.30 low level
●0.31 effect size value <0.50 medium level
●0.51 effect size value <0.80 strong level
●Effect size value <0.81 very strong level
Analyses were performed using the transformed values and then the results, converted back to
correlations (Borenstein, Hedges, Higgins, & Rothstein, 2009). Effect sizes were calculated using the
Comprehensive Meta-Analysis CMA Ver. 3.0 statistical package program. Homogeneity test was
performed using Q and I
2
statistics. (Table 2). The effect sizes between each sub-dimension in the
studies were presented in the forest plots at 95% confidence interval (Figures 2–4). Forest plot present
No. of Articles (n = 39) No. of Theses (n = 28)
Total No. of Studies (n = 67)
Turkey-Based Studies Examining the Relationship between Emotional
Labour and Burnout as a Result of Database Survey
Proceedings Papers Not Meeting the
Inclusion Criteria Were Excluded (n = 5)
Articles and Theses Not Implemented in
Tourism and Hospitality Industry were
Excluded (n = 42)
No. of Studies (n = 25)
No. of Proceedings Papers
(n = 5)
No. of Studies (n = 20)
Articles and Theses Which Have a
Matching Copy and Missing the Full
Text Were Excluded (n = 5)
Articles and Theses without a Correlation
Coefficient Were Excluded (n = 5)
No. of Studies (n = 15)
Articles and Theses Examining the Relations
between the Variables Outside the Specified
Subdimensions (n = 2)
No. of Articles in the
Meta-Analysis (n = 11)
No. of Theses in the Meta-
Analysis (n = 2)
Figure 1. Inclusion process data flow diagram.
Adapted from Moher, Liberati, Tetzlaff, Altman, and The Prisma Group (2010, p. 339).
6N. CELIKER ET AL.
Table 1. Descriptive properties of the studies included in the meta-analysis.
No of Studies Author(s)
Publication Type/
Language
No. of
Sampling
Subvariables
Examined
Population
characteristics Measure types
Scales Used in Studies (Developed/Adapted to
Turkish by)
1 Akdu and Akdu (2016) Article/Turkish 109 EL
SA, DA, GE
B
EE, D, PA
Tourist Guides Likert-Type EL
Diefendorffet al. (2005)
B
Maslach and Jackson (1981)/Ergin (1992)
2 Kaya and Özhan (2012) Article/Turkish 147 EL
SA, DA, GE
B
EE, D, PA
Tourist Guides Likert-Type EL
Chu and Murrmann (2006)/Pala (2008)
B
Maslach and Jackson (1981)/Ergin (1992)
3 Karakaş(2017) Article/Turkish 536 EL
SA, DA
B
EE, D, PA
Hotel Employees Likert-Type EL
Chu and Murrmann (2006)/Pala (2008) and
Avcı& Boylu (2010)
B
Maslach and Jackson (1981)/Ergin (1992)
4 Korkmaz, Sünnetçioğlu, and
Koyuncu (2015)
Article/Turkish 218 EL
SA, DA
B
EE, D, PA
Hotel Employees Likert-Type EL
Diefendorffet al. (2005)/Basim and
Begenirbas (2012)
B
Maslach and Jackson (1981)/Ergin (1992)
5 Soba, Babayigit, and Akbulut
(2017)
Article/English 265 EL
SA, DA
B
EE, D, PA
Hotel Employees Likert-Type EL
Diefendorffet al. (2005), Grandey (2003),
Kruml & Geddes (2000)
B
Maslach and Jackson (1981)/Ergin (1992)
6 Iriguler and Guler (2016) Article/English 342 EL
SA, DA, GE
B
EE, D, PA
Tourist Guides Likert-Type EL
Chu & Murrmann (2006)
B
Maslach and Jackson (1981)
7 Toprak, Sercek, Karakas, and
Sercek (2015)
Article/English 110 EL
SA, DA
B
EE, D, PA
Travel Agency Workers Likert-Type EL
Chu and Murrmann (2006)/Pala (2008) and
Avcıand Boylu (2010)
B
Maslach and Jackson (1981)/Ergin (1992)
8 Çakmakcı(2017) Article/Turkish 406 EL
SA, DA
B
EE, D, PA
Hotel Employees Likert-Type EL
Diefendorffet al. (2005), Grandey (2003),
Kruml and Geddes (2000)
B
Maslach and Jackson (1981)
(Continued)
ANATOLIA 7
Table 1. (Continued).
No of Studies Author(s)
Publication Type/
Language
No. of
Sampling
Subvariables
Examined
Population
characteristics Measure types
Scales Used in Studies (Developed/Adapted to
Turkish by)
9 Çelik and Topsakal (2016) Article/Turkish 461 EL
SA, DA
B
EE
Hotel Employees Likert-Type EL
Kruml and Geddes (2000)
B
Maslach and Jackson (1981)
10 Yürür and Ünlü (2011) Article/Turkish 112 EL
SA, DA
B
EE
Hotel Employees Likert-Type EL
Diefendorffet al. (2005)
B
Maslach and Jackson (1986)/Ergin (1992)
11 Tepeci and Pala (2016) Article/English 236 EL
SA, DA, GE
B
EE, D, PA
Hospitality
Management
Students
Likert-Type EL
Chu and Murrmann (2006)/Pala and Tepeci
(2014)
B
Maslach & Jackson (1986)
12 Ulutaş(2015) Thesis/Turkish 311 EL
SA, DA
B
EE, D, PA
Hotel Employees Likert-Type EL
Chu & Murrmann (2006)
B
Maslach and Jackson (1981)
13 Yakar (2015) Thesis/Turkish 200 EL
SA, DA, GE
B
EE, D, PA
Hotel Employees Likert-Type EL
Chu and Murrmann (2006)/Avcıand Boylu
(2010)
B
Maslach and Jackson (1981)/Ergin (1992)
Note: EL = Emotional Labor; B = Burnout; SA = Surface Acting; DA = Deep Acting; GE = Genuine Emotion; EE = Emotional Exhaustion; D = Depersonalization; PA = Personal Accomplishment.
8N. CELIKER ET AL.
information regarding both the point estimate and uncertainty of effect sizes from every study in
meta-analysis (Card, 2015). For all analyses, the significance level was determined as 0.05, upon which
the analyses were performed. A random-effects model was applied because a significant Q statistic
was found to refuse the homogeneity hypothesis. Funnel plot, Classic fail-safe N, Begg and Mazumdar
Rank Correlation, Egger regression, and Duval Tweedie’strim-and-fill methods were used to
determine whether the studies included in the meta-analysis caused any publication bias (Table 3).
Table 2. Effect sizes and homogeneity test results regarding the subdimensions.
Effect Size %95 Confidence Interval Homogeneity Test
nEffect Size Lower Limit Upper Limit p Q-Value P I
2
SA EE 13 0,154 −0,017 0,316 0,07 304,46 0,00 96,05
D11 0,176 −0,021 0,360 0,07 282,91 0,00 96,46
PA 11 0,049 −0,077 0,173 0,44 112,14 0,00 91,08
DA EE 13 −0,213 −0,309 −0,133 0,00 107,53 0,00 88,84
D11 −0,231 −0,320 −0,138 0,00 65,20 0,00 84,66
PA 11 0,132 −0,075 0,329 0,21 312,16 0,00 96,79
GE EE 5−0,103 −0,249 0,048 0,18 22,86 0,00 82,50
D5−0,122 −0,336 0,104 0,28 51,99 0,00 92,30
PA 5 0,106 −0,047 0,256 0,17 23,92 0,00 83,28
Note: SA = Surface Acting; DA = Deep Acting; GE = Genuine Emotion; EE = Emotional Exhaustion; D = Depersonalization;
PA = Personal Accomplishment
Figure 2. Surface acting –burnout (subdimensions) effect sizes, forest plot.
ANATOLIA 9
Results
At the end of the homogeneity test, Q statistic values between the subdimensions of emotional
labour and burnout were determined as follows: SA-EE = 304.46, p < 0.05; SA-D = 282.91, p <
0.05; SA-PA = 112.14, p < 0.05; DA-EE = 107.53, p < 0.05; DA-D = 65.20, p < 0.05; DA-PA =
312.16, p < 0.05; GE-EE = 22.86, p < 0.05; GE-D = 51.99, p < 0.05; and GE-PA = 23.92, p <
0.05. Since the calculated p values are “0.00”and p < 0.05, it is concluded that the studies
included in the analysis have different universes, and a heterogeneous structure is found
between the studies. In addition, I
2
statistic values between the subdimensions were calculated
as follows: SA-EE = 96.05, SA-D = 96.46, SA-PA = 91.08; DA-EE = 88.84, DA-D = 84.66, DA-
PA = 96.79; and GE-EE = 82.50, GE-D = 92.30, GE-PA = 83.28, to determine the hetero-
geneity level. Higgins, Thompson, Deeks, and Altman (2003) indicated reference points for
the I
2
statistic and expressed these values as low (25%,), medium (50%), and high (75%).
Accordingly, I
2
values and effect sizes show high heterogeneity in the distribution of the nine
subdimensions. Therefore, the study was converted from a fixed-effects model into a random-
effects model, and the effect sizes between the subdimensions were evaluated accordingly
based on such transformation.
According to the random-effects model, surface acting, which is one of the dimensions of
emotional labour, has an effect size on emotional exhaustion, r = 0.15 (p > 0.05), at a 95%
confidence interval, with a lower limit of −0.017 and an upper limit of 0.316; an effect size on
depersonalization, r = 0.17 (p > 0.05), at a 95% confidence interval, with a lower limit of −0.021
and an upper limit of 0.360; and an effect size on personal accomplishment, r = 0.05 (p > 0.05), at
a 95% confidence interval, with a lower limit of −0.077 and an upper limit of 0.173. Thus, no
significant difference was identified between surface acting and burnout (p > 0.5), and H
1(a)
,H
1(b)
,
and H
1(c)
, which suggest correlation between SA-EE, SA-D, and SA-PA effect sizes, were rejected.
Deep acting has an effect size on emotional exhaustion,r=−0.21 (p < 0.05), at a 95%
confidence interval, with a lower limit of −0.309 and an upper limit of −0.133; an effect size on
depersonalization,r=−0.23 (p < 0.05), at a 95% confidence interval, with a lower limit of −0.320
and an upper limit of −0.138; and an effect size on personal accomplishment, r = 0.13 (p > 0.05), at
a 95% confidence interval, with a lower limit of −0.075 and an upper limit of 0.329. When the
findings obtained were interpreted according to Cohen (2007), it can be said that a poor and
negative relation exists between deep acting and emotional exhaustion and depersonalization. No
significant difference was found between deep acting and personal accomplishment because p > 0.5.
Thus, while H
2(a)
and H
2(b)
, suggesting a correlation between DA-EE and DA-D effect sizes, were
accepted, H
2(c)
, suggesting a correlation between DA-PA effect sizes, was rejected.
Genuine emotion has an effect size on emotional exhaustion,r=−0.10 (p > 0.05), at a 95%
confidence interval, with a lower limit of −0.249 and an upper limit of 0.048; an effect size on
depersonalization,r=−0.12 (p > 0.05), at a 95% confidence interval, with a lower limit of −0.336
and an upper limit of 0.104; and an effect size on personal accomplishment, r = 0.10 (p > 0.05), at
a 95% confidence interval, with a lower limit of −0.047 and an upper limit of 0.256. Therefore, no
significant difference was found between genuine emotion and burnout subdimensions because
p > 0.5, and H
3(a)
,H
3(b)
, and H
3(c)
, suggesting a correlation between GE-EE, GE-D, and GE-PA
effect sizes, were rejected.
In Figure 2, the effect size of the individual studies examining the relationship between the
surface acting and burnout subdimensions and the overall effect sizes are presented in the 95%
confidence interval. The black squares in the forest plot represent effect sizes of each individual
study, and the length of the horizontal lines passing through the squares refers to the confidence
interval of the related study. The diamond is used in a similar way to show the combined effect
size and confidence intervals for the meta-analysis. The line that passes through the 0 point
vertically is the “line of no effect.”The fact that individual studies or the overall effect size overlap
with the line of no effect shows that there is no significant relationship between the subdimensions
10 N. CELIKER ET AL.
(Perera, Heneghan, & Badenoch, 2008). Figure 2 shows that the overall effect size (SA-EE = 0,154;
SA-D = 0,176; SA-PA = 0,049) of the surface acting and burnout subdimensions overlap with the
line of no effect. These results claim that there is no statistically significant relationship between
surface acting and burnout subdimensions.
Figure 3 shows that the overall effect sizes for deep acting and emotional exhaustion–deperso-
nalization subdimensions (DA-EE = −0,213; DA-D = −0,231) did not intersect the ineffectiveness
line. These results suggest a weak negative relationship between deep acting and emotional
exhaustion–depersonalization subdimensions. There is no significant relationship between deep
acting and personal accomplishment subdimensions (DA-PA = 0,132).
The results obtained from Figure 4 (GE-EE = −0,103; GE-D = −0,122; GE-PA = 0,107) reveal
that there is no statistically significant relationship between the genuine emotion and burnout
subdimensions.
Publication bias
Meta-analysis studies typically increase the average effect size because they contain large sampling
and because of the bias in publishing the significant studies (Borenstein et al., 2009). The results of
the publication bias, which are obtained as a result of a Funnel plot, are shown (Figures 5–7).
The fact that all the studies, which are included in the research to determine the combined
effect size, are scattered in the upper and centre parts of the figure as a result of the funnel scatter
plot indicates that there is no publication bias. The fact that the studies in the meta-analysis are
scattered in the upper and centre parts of the plot/graph, within the scope of each subdimension,
indicates that the individual studies included in the analysis do not cause any publication bias.
Classic fail-safe N count calculates the number of any missing studies, that is, studies excluded in
a meta-analysis (Borenstein et al., 2009). According tothe classic fail-safe N test results, the number of
studies required for the p value to be bigger than 0.05, which is specified as a critical value, is 213, 229,
and 18 (EE, D, and PA) respectively, for surface acting, burnout subdimensions. For deep acting,
burnout subdimensions, 501, 415, and 142 studies (EE, D, and PA), respectively, will be required. And
for genuine emotion, burnout subdimensions, 14, 23, and 6 studies (EE, D, and PA), respectively, will
be required. To make a remark based on the smallest value, the study can be said not to involve
publication bias since it is not applicable to get six more studies examining the relations between
genuine emotion and personal accomplishment in the context of Turkey sampling in the tourismand
hospitality industry. According to the results of the Egger regression test, which determines the
asymmetry in the funnel plot (Sutton, 2005), the p value between each subdimension, apart from
the subdimensions genuine emotion-emotional exhaustion and genuine emotion-personal
Table 3. Classic FAIL-SAFE N, Egger regression, Begg & Mazumdar rank correlation and Duval Tweedie’s trim-and-fill test.
Emotional
Labor Burnout N
Classic Fail-
Safe N
Egger Regression (p value
1-tailed)
Kendall Tau
b
Duval –Tweedie’s trim and fill
(random effect)
Studies
trimmed
(to the left)
SMD
Observed
(adjusted)
SA EE 13 213 0,23 0,08 0 –
D11 229 0,37 −0,07 1 0,16–0,11
PA 11 18 0,42 0,00 0 –
DA EE 13 501 0,44 0,01 3 −0,21–0,24
D11 415 0,44 −0,03 1 −0,23–0,24
PA 11 142 0,40 −0,14 0 –
GE EE 5 14 0,02 0,70 0 –
D5 23 0,15 0,30 0 –
PA 5 6 0,03 0,50 0 –
Note: SA = Surface Acting; DA = Deep Acting; GE = Genuine Emotion; EE = Emotional Exhaustion; D = Depersonalization;
PA = Personal Accomplishment
ANATOLIA 11
accomplishment, was found to be above 0.05. Another way of determining publication bias is to apply
the Begg andMazumdar rank correlation test. According to Begg and Mazumdar(1994), a formal test
for publication bias can be constructed by examining the correlation between effect estimates and their
variances. The method is complementary to the funnel-graph, a popular informal technique for
evaluating the likelihood of bias. In this method, Kendall tau b coefficient is calculated. In the absence
of publication bias, it is expected that this coefficient is close to 1 and two-tailed p value does not make
asignificant difference, i.e p value is greater than 0.05. According to the values calculated using
Kendall’s tau-b coefficient, SA-EE (Tau b = 0.08; p > .05); SA-D (Tau b = −0.07; p > .05); SA-PA (Tau
b = 0.00; p > .05); DA-EE (Tau b = 0.01; p > .05); DA –D(Taub=−0.03; p > .05); DA-PA (Tau b =
−0.145; p > .05); GE-EE (Tau b = 0.70; p > .05); GE-D (Tau b = 0,30; p > .05); GE-PA (Tau b = 0,50;
p > .05 no publication bias was detected in the studies included in the meta-analysis.
Also, Duval Tweedie’s trim-and-fill method is also used to predict the number of possible
missing studies in the meta-analysis and their effect on general findings. On the other hand,
according to trimmed studies’adjusted SMD results, no difference was identified in the sizes and
directions of the subdimensions, apart from the subdimensions deep acting–emotional exhaustion,
deep acting–depersonalization, and surface acting–depersonalization. It can be said that they do not
have any publication bias, as they have a low effect.
Figure 3. Deep acting –burnout (subdimensions) effect sizes, forest plot.
12 N. CELIKER ET AL.
Conclusion and implications
The findings obtained in meta-analysis studies depend on the data reported in the research
included in the analysis, and therefore, the results refer to the general judgment in the research
(Lim, 1999). In this context, this study found no relation between surface acting, which is one of
the subdimensions of emotional labour, and burnout subdimensions (emotional exhaustion,
depersonalization, and personal accomplishment). In literature, it is usually suggested that there
is a positive relation between surface acting and emotional exhaustion and depersonalization (Lv,
Xu, & Ji, 2012; Newnham, 2017). Choi and Kim (2014) stated that surface acting will increase in
Figure 4. Genuine emotion –burnout (subdimensions) effect sizes, forest plot.
Emotional Exhaustion Depersonalization Personal Accomplishment
Figure 5. Surface acting–burnout (subdimensions) effect sizes, funnel scatter plot.
ANATOLIA 13
the tourism industry, in which emotional labour is high, which in turn will cause emotional
exhaustion. On the other hand, there is some evidence in the studies conducted in the Turkish
tourism and hospitality industry that surface acting by employees will not have any effect on their
burnout levels. Tepeci and Pala (2016) concluded that there was no relational structure between
surface acting and emotional exhaustion, depersonalization, and personal accomplishment of
hospitality management students.
In the study, a poor and negative correlation was found between deep acting and emotional
exhaustion and depersonalization. It has been found that deep acting does not have a significant
effect on the personal accomplishment of employees. Based on this conclusion, individuals who
display deep acting at work will experience less emotional exhaustion and depersonalization.
When the literature is examined, the results of the relations between the subdimensions are found
to be compatible with the findings obtained in our study, in general terms. Kaplan and Ulutaş
(2016) observed that the deep acting dimension of emotional labour has a significant negative
effect on the emotional exhaustion and depersonalization dimensions of burnout. On the other
hand, Liu (2017) stated that the deep acting of front-office employees at hotels will not cause any
effect on personal accomplishment.
In the study, no significant relation was identified between genuine emotion and burnout
subdimensions either. In the literature, some studies have examined the relations between the said
subdimensions and obtained different outcomes (Kim, 2008; Tepeci & Pala, 2016). Mikolajczak,
Emotional Exhaustion Depersonalization Personal Accomplishment
Figure 6. Deep acting–burnout (subdimensions) effect sizes, funnel scatter plot.
Emotional Exhaustion Depersonalization Personal Accomplishment
Figure 7. Genuine emotion–burnout (subdimensions) effect sizes, funnel scatter plot.
14 N. CELIKER ET AL.
Menil and Luminet (2007, p. 1109) found that since no dissonance occurs between the actual and
displayed emotions in the genuine-emotion strategy, such strategy does not involve any risk of
increasing or decreasing burnout levels.
The fact that employees display surface or deep genuine emotion in accordance with the rules
of emotional display depends considerably on the emotional labour strategies of the organization
(Kim, 2008). One way to help employees modify their inner feelings to match (pretend) the
required emotions could be through feelings of support from their managers and the organiza-
tions in which they work. Management support enhances the positive effects of deep acting and
weakens the adverse effects of surface acting on job satisfaction and burnout (Chen et al., 2012).
Personality traits of individuals also shape the behavioural pattern. Therefore, evaluation of the
personality traits of the employees in the recruitment process can be considered one of the most
effective ways to manage emotions (Rathi, Bhatnagar, & Mishra, 2013). Chen et al. (2012)statedthat
individuals who are extroverts, honest, have a high sense of responsibility, and tend to develop
positive relationships with people will display deeper acting instead of fake behaviours and will better
accommodate themselves to the rules of emotional display as set out by the organizations. It is
possible that such applicants are likely to increase hotel guests’perceptions on service quality and
customer satisfaction by means of deeper acting and the likelihood to undergo less burnout.
The study offers a general framework to researchers, academics, and practitioners who take
interest in the subject, as it is the first meta-analysis addressing the relations between emotional
labour and burnout in the tourism-hospitality industry, and it contains more reliable and general-
izable findings from the combination of results from multiple studies. The most significant
constraint in the study is that it has been examined in the context of the research conducted on
Turkish samples. More comprehensive results can be obtained with larger sampling sizes by
analysing all the studies carried out on this subject in tourism and hospitality literature, through
future meta-analysis studies, without having to limit them by year, language, and region.
Furthermore, relations between emotional labour and burnout can also be examined in different
industries, and industry-based outcomes can be compared.
Disclosure statement
No potential conflict of interest was reported by the authors.
ORCID
Nuri Celiker http://orcid.org/0000-0002-3865-5489
Mehmet Fatih Ustunel http://orcid.org/0000-0003-4369-9344
Cem Oktay Guzeller http://orcid.org/0000-0002-2700-3565
References
Akdu, U., & Akdu, S. (2016). Duygusal emek ve işstresinin tükenmişlik üzerindeki etkileri: Profesyonel turist
rehberleri üzerinde bir araştırma. [Effects on burnout of emotional labor and job stress: A research on
professional tourist guides]. Journal of International Social Research,9, 47.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of
Management Review,18(1), 88–115.
Avcı, U, & Boylu, Y. (2010). Türk turizm çalışanlarıi
̇çin duygusal emek geçerlemesi.[emotional. Labor Scale
Validation on Turkish Tourism Workers] Seyahat Ve Otel İşLetmeciliği Dergisi,7,2.
Basım, H. N., & Beğenirbaş,M.(2012). Çalışma yaşamında duygusal emek: Bir ölçek uyarlama çalışması.
[Emotional Labor in Work Life: A Study of Scale Adaptation] Yönetim ve Ekonomi:Celal Bayar Üniversitesi
İktisadi ve İdari Bilimler Fakültesi Dergisi, 19(1),77–90
Begg, C. B., & Mazumdar, M. (1994). Operating characteristics of a rank correlation test for publication bias.
Biometrics,50(4), 1088–1101.
ANATOLIA 15
Bono, J. E., & Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of
emotional labor research. In C. E. Härtel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational
behavior (pp. 213–233). Mahwah, NJ: Lawrence Erlbaum Associates Publishers.
Borenstein, M., Hedges, L. V., Higgins, J. P. T., & Rothstein, H. R. (2009). Introduction to meta-analysis. West
Sussex-UK: John Wiley.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people
work”.Journal of Vocational Behavior,60(1), 17–39.
Çakmakcı,E.(2017). Duygusal emeğin otel çalışanlarının sosyal, aile ve mesleki yaşamlarına etkileri. [The effects of
emotional labor on social, family and occupational life of hotel workers]. Abant Izzet Baysal Üniversitesi Sosyal
Bilimler Enstitüsü Dergisi,17(3), 175–198.
Card, N. A. (2015). Applied meta-analysis for social science research. New York: Guilford Publications.
Çelik, P., & Topsakal, Y. (2016). Duygusal emeğin iştatmini ve duygusal tükenme ile ilişkisi: Antalya destinasyonu
otel çalışanlarıörneği. [Relationship between emotional labor, and job satisfaction and emotional exhaustion:
A case study about hotel personnel in Antalya]. Isletme Arastirmalari Dergisi,8(4), 202–218.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks:
Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and
performance. The International Journal of Human Resource Management,23(4), 826–845.
Choi, Y. G., & Kim, K. S. (2014). Emotional labor and burnout in South Korea. The SIJ Transactions on Industrial,
Financial & Business Management,2(3), 82–86.
Chu, K. H. L., & Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale.
Tourism Management,27(6), 1181–1191.
Cohen, L. (2007). Experiments, quasi-experiments, single-case research and meta-analysis. In L. Cohen, L. Manion,
& K. Morrison (Eds.), Research methods in education (pp. 272–296). Abingdon: Routledge.
Copp, M. (1998). When emotion work is doomed to fail: Ideological and structural constraints on emotion
management. Symbolic Interaction,21(3), 299–328.
Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of
Management Review,18(4), 621–656.
Dempfle, A. (2006). Evaluation of methods for meta-analysis of genetic linkage studies for complex diseases and
application to genome scans for asthma and adult height. Philipps-University Marburg, Inaugural-Dissertation.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional
labor strategies. Journal of Vocational Behavior,66(2), 339–357.
Ergin, C. (1992). Doktor ve hemşirelerde tükenmişlik ve maslach tükenmişlik ölçeğinin uyarlanması. Ankara:
[Burnout in the doctors and nurses and adaptation of the Maslach burnout scale]. VII. Ulusal psikoloji kongresi
bilimsel çalışmaları.
Glass, G. V. (1976). Primary, secondary, and meta-analysis of research. Educational Researcher,5(10), 3–8.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal
of Occupational Health Psychology,5(1), 95.
Grandey, A. A. (2003). When “the show must go on”:surface acting and deep acting as determinants of emotional
exhaustion and peer-rated service delivery. Academy of Management Journal,46(1), 86–96.
Halbesleben, J. R., & Buckley, M. R. (2004). Burnout in organizational life. Journal of Management,30(6), 859–879.
Hanji, M. B. (2017). Meta-analysis in psychiatry research: Fundamental and advanced methods. ON, Canada: Apple
Academic Press.
Hedges, L. V., & Pigott, T. D. (2004). The power of statistical tests for moderators in meta-analysis. Psychological
Methods,9(4), 426.
Higgins, J. P., Thompson, S. G., Deeks, J. J., & Altman, D. G. (2003). Measuring inconsistency in meta-analyses.
BMJ: British Medical Journal,327(7414), 557.
Hochschild, A. R. (1983). The managed hearth: Commercialization of human feeling. Berkeley: University of
California Press.
Iriguler, F., & Guler, M. E. (2016). Emotional labor of tourist guides: How does it affect their job satisfaction and
burnout levels? Journal of Yasar University,11(42), 113–123.
Kaplan, M., & Ulutaş,Ö.(2016). Duygusal emeğin tükenmişlik üzerindeki etkisi: Otel işletmelerinde bir araştırma.
[The effect of emotional labour on burnout: A case of study in hotel businesses]. Selçuk Üniversitesi Sosyal
Bilimler Enstitüsü Dergisi,35, 165–174.
Karakaş,A.(2017). Duygusal emek, tükenmişlik ve işten ayrılma niyeti arasındaki ilişki: Otel işletmesi çalışanları
üzerine bir araştırma. [Relationship between emotional labor, burnout and turnover intention: A study on hotel
business employees]. Journal of Business Research-Turk,9(1), 80–112.
Kaya, U., & Özhan, Ç. K. (2012). Duygusal emek ve tükenmişlik ilişkisi: Turist rehberleri üzerine bir araştırma.
[Emotional labor and burnout relationship: Research on tourist guides]. Çalisma Iliskileri Dergisi,3(2), 109–130.
Kenworthy, J., Fay, C., Frame, M., & Petree, R. (2014). A meta-analytic review of the relationship between
emotional dissonance and emotional exhaustion. Journal of Applied Social Psychology,44(2), 94–105.
16 N. CELIKER ET AL.
Kim, H. J. (2008). Hotel service providers’emotional labor: The antecedents and effects on burnout. International
Journal of Hospitality Management,27(2), 151–161.
Korkmaz, H., Sünnetçioğlu, S., & Koyuncu, M. (2015). Duygusal emek davranışlarının tükenmişlik ve işten ayrılma
niyeti ile ilişkisi: Yiyecek-içecek çalışanlarıüzerinde bir araştırma. [Emotional labor, burnout and intention to
quit relationship: A research on food and beverage employees]. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler
Enstitüsü Dergisi,7(12), 14–33.
Kruml, S. M, & Geddes, D. (2000). Exploring the dimensions of emotional labor: the heart of hochschild’s work.
Management Communication Quarterly,14(1), 8–49.
Lee, C., An, M., & Noh, Y. (2015). The effects of emotional display rules on flight attendants’emotional labor
strategy, job burnout and performance. Service Business,9(3), 409–425.
Lee, J. J., & Ok, C. M. (2014). Understanding hotel employees’service sabotage: Emotional labor perspective based
on conservation of resources theory. International Journal of Hospitality Management,36, 176–187.
Lee, K. E., & Shin, K. H. (2005). Job burnout, engagement and turnover intention of dietitians and chefs at
a contract foodservice management company. Journal of Community Nutrition,7(2), 100–106.
Lim, C. (1999). A metal-analytic review of international tourism demand. Journal of Travel Research,37(3),
273–284.
Liu, X. (2017). Emotional labor strategy of hotel frontline employees: The antecedents and consequences. Journal of
Service Science and Management,10(05), 425.
Lv, Q., Xu, S., & Ji, H. (2012). Emotional labor strategies, emotional exhaustion, and turnover intention: An
empirical study of Chinese hotel employees. Journal of Human Resources in Hospitality & Tourism,11(2),
87–105.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior,
2(2), 99–113.
Maslach, C., & Jackson, S. E. (1986). Maslach burnout inventory manual, 2nd (ed.). Palo Alto, CA: Consulting
Psychologists Press.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual Review of Psychology,52(1), 397–422.
Mikolajczak, M., Menil, C., & Luminet, O. (2007). Explaining the protective effect of trait emotional intelli-
gence regarding occupational stress: Exploration of emotional labour processes. Journal of Research in
Personality,41(5), 1107–1117.
Miles, M. B., & Huberman, A. M. (2002). The qualitative researcher’s companion. California: Sage.
Moher, D., Liberati, A., Tetzlaff, J., & Altman, D. G. (2010). Preferred reporting items for systematic reviews and
meta-analyses: The PRISMA statement. International Journal of Surgery,8(5), 336–341.
Neely, J. G., Magit, A. E., Rich, J. T., Voelker, C. C., Wang, E. W., Paniello, R. C., & Bradley, J. P. (2010). A practical
guide to understanding systematic reviews and meta-analyses. Otolaryngology–Head and Neck Surgery,142(1),
6–14.
Newnham, M. P. (2017). A comparison of the enactment and consequences of emotional labor between frontline
hotel workers in two contrasting societal cultures. Journal of Human Resources in Hospitality & Tourism,16(2),
192–214.
Pala, T. (2008). Turizm işletmelerinde çalışanların duygusal emek düzeyi ve boyutları. [Measurement of dimensions
and level of emotional labor in tourism organizations] (Unpublished Master’s thesis). Mersin Üniversitesi.
Pala, T, & Tepeci, M. (2014). Otel işletmelerinde çalışanların duygusal emek boyutlarının belirlenmesi ve duygusal
emek boyutlarınıniştatmini ve işte kalma niyeti üzerine etkisi. [The Dimensions and Effects Of Emotional Labor
on Employee Job Satisfaction and Intention to Stay in Hotels] Seyahat Ve Otel İşLetmeciliği Dergisi,11(1), 21–37.
Perera, R., Heneghan, C., & Badenoch, D. (2008). Statistics toolkit. Massachusetts: Blackwell Publishing.
Prentice, C., Chen, P. J., & King, B. (2013). Employee performance outcomes and burnout following the
presentation-of-self in customer-service contexts. International Journal of Hospitality Management,35, 225–236.
Rathi, N., Bhatnagar, D., & Mishra, S. K. (2013). Effect of emotional labor on emotional exhaustion and work
attitudes among hospitality employees in India. Journal of Human Resources in Hospitality & Tourism,12(3),
273–290.
Soba, M., Babayigit, A., & Akbulut, I. (2017). Emotional labour factor as the determinent of burnout syndrome in
hotel establishments. Usak University Journal of Social Science,10(2), 223–250.
Sutton, A. J. (2005). Evidence concerning the consequences of publication and related biases. In H.R. Rothstein, A.J.
Sutton, & M.Borenstein (Eds.), Publication bias in meta-analysis: Prevention, assessment, and adjustments (pp.
175–192). UK: John Wiley & Sons Ltd.
Tepeci, M., & Pala, T. (2016). The effects of job-focused and employee-focused emotional labor on burnout in the
hospitality industry in Turkey. Journal of Global Strategic Management,10(2), 95–105.
Toprak, L., Sercek, G. O., Karakas, A., & Sercek, S. (2015). The relation between emotional labor, job burnout and
intention to turnover: A research on travel agency workers. Economy and Sociology,3,47–57.
Ulutaş,Ö.(2015). Otel işletmelerinde etik iklim algılamalarının ve duygusal emeğin tükenmişlik üzerine etkileri:
Nevşehir örneği. [The effects of ethical climate perceptions and emotional labour on burnout in hotel manage-
ments: The case of Nevşehi
̇r] (Unpublished Master’s thesis). Nevşehir HacıBektaşVeli Üniversitesi.
ANATOLIA 17
Wharton, A. S. (1999). The psychosocial consequences of emotional labor. The Annals of the American Academy of
Political and Social Science,561(1), 158–176.
Wu, X., Shie, A. J., & Gordon, D. (2017). Impact of customer orientation on turnover intention: Mediating role of
emotional labour. International Journal of Organizational Analysis,25(5), 909–927.
Yakar, S. (2015). Turizm işletmelerinde duygusal emek ve tükenmişlik ilişkisi: Otel işletmelerine yönelik bir araştırma.
[The relationship between emotional labor and burnout in tourism organizations: A study on hotels].
(Unpublished Master’s thesis). Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü.
Yürür, S., & Ünlü, A. G. O. (2011). Duygusal emek, duygusal tükenme ve işten ayrılma niyeti ilişkisi. [Emotional
labor, emotional exhaustion and intention to quit relationship]. ISGUC the Journal of Industrial Relations and
Human Resources,13,2.
Zhang, H., Fu, X., Cai, L. A., & Lu, L. (2014). Destination image and tourist loyalty: A meta-analysis. Tourism
Management,40, 213–223.
Zhang, Q., & Zhu, W. (2008). Exploring emotion in teaching: Emotional labor, burnout, and satisfaction in Chinese
higher education. Communication Education,57(1), 105–122.
18 N. CELIKER ET AL.
