Emotion Work in SMTEs: What is Its Impact on Employees’ Turnover?

This paper is investigating the role of emotion work in SMTEs and its impact on employees’ turnover. This study population is consisting of employees who are in a direct contact with tourists in selected SMTEs. Five scales from the Frankfurt Emotional Work (FEWS) were analyzed using quantitative approach. The obtained results revealed that the correlations between the scales of Emotion work and turnover were significant. The analysis of subscale dimensions shows that the most frequently expressed emotions are positive emotions while negative emotions are those that are expressed less frequently. Hence, SMTEs should understand the most important emotional dimensions that have impacts on employees’ turnover. The study found that employee's turnover has a signification relationship with the following factors by order: positive emotions, negative emotions, emotional dissonance, sensitivity requirement and interactional control. Therefore, we can conclude that SMTEs should help their employees to show and express positive emotions and reject expressing negative emotions. SMTEs should decrease the level of emotional dissonance by being engaged with their employees.