519 2 nd International Congress of Tourism & Management Researches - 2015 Satış EХОЦaЧХarıЧıЧ SaСТp OХНuğu DuвРusaХ EЦОk DavraЧışХarıЧıЧ İş StrОsХОrТЧО vО İş DoвuЦХarıЧa EtkТsТ: AЧtaХвa HavaХТЦaЧıЧНa BТr AraştırЦa Kemal BİRDİR a , AХТ DALGIк a a Mersin University, Mersin, Turkey нzet Bu хaХışЦa, AЧtaХвa HavaХТЦaЧı’ЧНa РüЦrüksüг ЦağaгaМıХık ТşХОtЦОsТЧНО хaХışaЧ satış ОХОЦaЧХarıЧıЧ НuвРusaХ ОЦОk РöstОrТЦХОrТЧТЧ Тş strОsХОrТЧО vО Тş НoвuЦХarıЧa oХaЧ ОtkТsТЧТ bОХТrХОЦОk aЦaМıвХa вapıХЦıştır. кaХışЦaЧıЧ verileri 1 Haziran- 1 Temmuz 2013 tarТСХОrТ arasıЧНa koХaвНa örЧОkХОЦО вoХu ТХО topХaЧЦış; vОrТ topХaЦa sürОМТ soЧuМuЧНa 182 РОхОrХТ aЧkОtО uХaşıХЦıştır. ВapıХaЧ хokХu rОРrОsвoЧ aЧaХТгХОrТ soЧuМuЧНa НОrТЧХОЦОsТЧО НuвРusaХ ОЦОk НavraЧışıЧıЧ Тş НoвuЦuЧu oХuЦХu ОtkТХОНТğТ, Тş strОsТЧТ ТsО aгaХttığı bОХТrХОЧЦТştТr. BuХРuХar ışığıЧНa вöЧОtТМТХОrТЧ, хaХışaЧХarıЧ НОrТЧХОЦОsТЧО НuвРusaХ ОЦОk НavraЧışХarıЧı РОХТştТrОМОk вakХaşıЦНa oХЦaХarıЧıЧ vО bu вöЧНО aНıЦХar atЦaХarıЧıЧ ТşХОtЦОХОrО вarar sağХaвabТХОМОğТ ТХОrТ sürüХОbТХТr. Anahtar Kelimeler: DerinХОЦОsТЧО НuвРusaХ ОЦОk, вüгОвsОХ НuвРusaХ ОЦОk, Тş НoвuЦu, Тş strОsТ, РüЦrüksüг ЦağaгaМıХık Abstract The purpose of this study is to describe and present effects of emotional labor on job stress and job satisfaction within the scope of salespersons working in duty-free shops at Antalya International Airport. Using convenience sampling method, self-administered questionnaires were distributed between 1st of June and 1st of July 2013. A total of 182 usable questionnaires were returned. Findings suggest that the deep acting emotional labor positively significantly influence job satisfaction and significantly decreases the level of job stress as expected. Findings of tСТs stuНв suРРОst ЦaЧaРОrs to ПostОr ОЦpХoвООs’ НООp aМtТЧР ОЦotТoЧaХ Хabor orТОЧtatТoЧs to b etter manage their firms and increase employee motivation while decreasing their job stress. Keywords: Deep acting emotional labor, surface acting emotional labor, job satisfaction, job stress, duty-free shop Giriş кaХışaЧХarıЧ ЦüştОrТХОr ТХО bТrОbТr ОtkТХОşТЦ ТхОrТsТЧНО oХНuğu sОktörХОrНО, хaХışaЧ НavraЧışХarı ЦüştОrТ ЦОЦЧuЧТвОtТЧТ bОХТrХОвОЧ ОЧ öЧОЦХТ uЧsurХarНaЧ bТrТ oХarak kabuХ ОНТХЦОktОНТr. нгОХХТkХО turТгЦ, satış-paгarХaЦa, sağХık РТbТ ОЦОk-вoğuЧ sОktörХОrНО, хaХışaЧХarıЧ НuвРu vО НavraЧışХarı, вoğuЧ vО НüгОЧsТг Тş tОЦposu vО varНТвaХı sТstОЦНОЧ НoХaвı sürОkХТ