Ashforth, B. E. ve Humphrey, R. H. (1993). Emotional labor in service
roles: the influence of identity. The Academy of Management Review,18 (1): 88-
115.
Avcı, U. ve Kılıç, B. (2010). Konaklama Sektöründe Duygusal Emek
Üzerine Karşılaştırmalı Bir Araştırma. 11. Ulusal Turizm Kongresi, 2-5 Aralık,
Adnan Menderes Üniversitesi, Kuşadası, Aydın.
Avcı, U. ve Boylu, Y. (2010). Türk turizm çalışanları için duygusal emek
geçerlemesi. SOID Seyahat ve Otel İşletmeciliği Dergisi, 7 (2): 20-29.
Beardsworth A. ve Bryman A. (2001). The wild animal in late modernity:
The case of the Disneyization of zoos. Tourist Studies, 1 (1): 83-104.
Brotheridge, C. M. ve Grandey, A. (2002). Emotional labor and burnout:
Comparing two perspectives of people work. Journal of Vocational Behavior, 60
(1): 17-39.
Brotheridge, C. M. ve Lee, R. T. (2003). Development and validation of
the Emotional Labor Scale. Journal of Occupational and Organizational
Psychology, 76 (3): 365-379.
Chau, S. L., Dahling J. J., Levy, P. E. ve Diefendorff, J. M. (2009). A
predictive study of emotional labor and turnover. Journal of Organizational
Behavior, 30 (8): 1151-1163.
Chen, X., Yao, X., ve Kotha, S. B. (2009). Passion and preparedness in
entrepreneurs’ business plan presentations: A persuasion analysis of venture
capitalists’ funding decisions. Academy of Management Journal, 52 (1): 199-214.
Chu, K. H-L. & Murrmann, S. K. (2006). Development and validation of
the hospitality emotional labor scale. Tourism Management, 27 (6): 1181-1191.
Deadrick, D. L. ve McAfee R. B. (2001). Service with a smile leagal and
emotional issues. Journal of Quality Management, 6 (1): 99-110.
Duran, E., Gümüş, M. (2010). Turizm İşletmelerinde Duyguların Yönetimi
Sorunu. 11. Ulusal Turizm Kongresi, 2-5 Aralık, Adnan Menderes Üniversitesi,
Aydın.
Turizm Lisans Öğrencilerinin… DEU Journal of GSSS, Vol: 15, Issue: 2
249
Gardner, L. ve Stough, C. (2002). Examining the relationship between
leadership and emotional intelligence in senior level managers. Leadership and
Organization Development Journal, (23) 2: 68-78.
Glomb, T. M. ve Tews, M. J. (2004). Emotional labor: A conceptualization
and scale development. Journal of Vocational Behavior, 64: 1-23.
Grandey, A. A. (2003). When “the Show must go on”: Surface acting and
deep acting as determinats of emotional axhaustion and peer-rated service delivery.
Academy of Management Journal, 46 (1): 86-96.
Güngör, M. (2009). Duygusal emek kavramı: Süreci ve sonuçları. Kamu-İş,
11 (1): 167-184.
Hochschild, A. R. (1983). The managed hearth: Commercialization of
human feeling. Berkeley, CA: University of California Press.
Jenks, D. A., Carter, J. S. ve Jenks C. A. (2007). Command staff leadership
training and job commitment in the LAPD. Southwest Journal of Criminal Justice.
4 (2): 106-119.
Karatepe, O. M. ve Aleshinloye, K. D. (2009). Emotional dissonance and
emotional exhaustion among hotel employees in Nigeria. International Journal of
Hospitality Management, 28 (3): 349-358.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The
antecedents and effects on burnout. International Journal of Hospitality
Management, 27 (2): 151-161.
Korczynski, M. (2002). Human resource management in service work.
Basingstoke: Palgrave.
Kozak, M. A. ve Güçlü, H. (2008). Turizm işletmelerinde duygusal çaba
faktörlerinin işe alma sürecinde kullanılması üzerine bir araştırma. Anadolu
Üniversitesi Sosyal Bilimler Dergisi, 8 (2): 39-56.
Lui Y., Perrewe P. L., Hochwarter W. A. ve Kacmar C. J. (2004).
Dispositional antecedents and consequences of emotional labor at work. Journal of
Leadership and Organization Studies, 10 (4): 12-25.
MacDonald, C. L. ve Sirianni, C. (1996). The service society and the
changing experience of work. In C. L. MacDonald & C. Sirianni (Eds). Working in
the service society: 1-26. Philedelphia: Temple University Press.
Mann, S. (1999). Emotion at work: To what extent are we expressing,
suppressing, or faking it?. European Journal of Work and Organizastional
Psychology, 8 (3): 347-369.
Duran, E., Gümüş, M. DEÜ SBE Dergisi, Cilt: 15, Sayı:2
250
Mann, S. (2005). A health-care model of emotional labour: an evaluation
of the literature and development of a model. Journal of Health Organization and
Management, 19 (4/5): 304-317.
Morris, J. A. ve Feldman, D. C. (1997). Managing emotions in the
workplace. Journal of Managerial Issues, 9 (3): 257-274.
Morris, J. A. ve Feldman, D. C. (1996). The dimensions, antecedents, and
consequences of emotional labor. The Academy of Management Review, 21 (4):
986-1010.
Pala, T. ve Tepeci, M. (2009). Turizm İşletmelerinde Çalışanların
Duygusal Emek Düzeyi ve Duygusal Emeğin Çalışanların Tutumlarına Etkileri.
17.Ulusal Yönetim ve Organizasyon Kongresi, 21-23 Mayıs, Eskişehir Osmangazi
Üniversitesi.
Pugliesi, K. (1999). The consequences of emotional labor: Effects on work
stres, job satisfaction, and well-being, Motivation and Emotion, 23 (2): 125-154.
Rupp, D. E., Spencer, S. (2006). When customers lash out: The effects of
customer interactional injustice on emotional labor and mediating role of discrete
emotions, Journal of Applied Psychology, 91 (4): 971-978.
Seymour, D. (2000). Emotional Labour: A comparison between fast food
and traditional service work, International Journal of Hospitality Management, 19
(2): 159-171.
Steinberg, R. J. ve Figart, D. M. (1999). Emotional Demands at Work: A
Job Content Analysis. The Annals of the American Academy of Political and Social
Science, 561 (1): 177-191.
Syed, J. (2008). From Transgression to Suppression: Implications of Moral
Values and Societal Norms on Emotional Labour. Gender, Work and Organization,
15 (2): 182-201. (doi:10.1111/j.1468-0432.2007.00356.x).
Şengül, A. (2009). Hizmet işletmelerinde yüksek ilişki kalitesine
ulaşılmasında sınır birim işgörenlerinin duygu işçisi olarak değerlendirilmesi. Ege
Akademik Bakış, 9 (4): 1193-1211.
Telman, N. ve Ünsal, P. (2004). Çalışan Memnuniyeti. 1. Baskı. İstanbul:
Epsilon Yayıncılık.
Thurau, H. T., Groth, M., Paul, M. ve Gremler, D. D. (2006). Are All
Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect
Service Relationships. Journal of Marketing, 70 (3): 58-73.
Tsai, Chien-Wen (2009). The important effect of employee’s emotion
management ability on his/her service behaviour in the international tourist hotel.
The Service Industries Journal, 29 (10): 1437-1449.
Turizm Lisans Öğrencilerinin… DEU Journal of GSSS, Vol: 15, Issue: 2
251
Türkay, O., Ünal, A., Taşar, O. (2011). Motivasyonel ve yapısal etkenler
altında duygusal emeğin işe bağlılığa etkisi. ZKÜ Sosyal Bilimler Dergisi, 7 (14):
201-222.
Van Dijk, P. A., Smith, L. D. G. ve Cooper, B. K. (2009). Are you for real?
An evaluation of the relationship between emotional labour and visitor outcomes.
Tourism Management, in pres- doi:10.1016/j.tourman.2009.11.001: 1-7.
Wong, J.-Y. ve Wang, C.-H. (2009). Emotional labor of the tour leaders:
An exploratory study. Tourism Management, 30 (2): 249-259.
Wharton, A. S. (2009). The sociology of emotional labor. Annual Review
of Sociology, 35: 147-165.
Yılmaz, V. (2004). Consumer behaviour of shoping center choice. Social
Behaviour and Personality, 32 (8): 783-790.
Yuan, J. J., Morrison, A. M., Cai L. A. ve Linton, S. (2008). A model of
wine tourist behaviour: A festival approach. International Journal of Tourism
Research, 10 (3): 207-219.
Zapf, D. (2002). Emotion work and psychological well-being: a review of
the literature and some conceptual considerations. Human Resource Management
Review, 12 (2): 237-268.
Zapf, D., Holz, M. (2006). On the positive and negative effects of emotion
work in organizations. European Journal of Work and Organizational Psychology,
15 (1): 1-28. http://esrccoi.group.shef.ac.uk/pdf/errs_45.pdf, (14.11.2011).
http:// www.esrccoi.group.shef.ac.uk, (14.04.2012).
Thank you for copying data from http://www.arastirmax.com