Abstract
Psychological resilience is the state of being able to exhibit the demanded/expected positive behaviour when the individual is faced with difficulties. In the tourism sector where intensive labour is involved, the psychological resilience of the employees who provide the service directly to the customer against the intensive working conditions remains crucial. The aim of this study is to determine whether psychological resilience levels of accommodation workers differ according to demographic characteristics and job characteristics. The population of the research consists of the employees of five-star hotel businesses in Antalya. In the research, two-part questionnaire was used to determine the individual characteristics of the employees and psychological resilience scale for adults (PRSA). For the evaluations made on 570 questionnaires, percentage and frequency analysis, t test, Anova tests were applied. As a result of the analysis, it was concluded that perceptions of marital status, sector experience, status, education level and income level were determinant on psychological resilience levels of employees. The contribution of this paper is that understanding the psychological state of the personnel working in tourism sector. Thereby, it will be possible to understand the importance of the human factor in tourism as a labor-intensive sector.
Highlights
Under the conditions of globalization and intense competition, the differentiation of enterprises offering similar products and services became dependent on their intellectual capital
This study aims to determine whether or not individual characteristics and job characteristics of employees make an impact on psychological resilience levels
The data exhibits a normal distribution independent sample t-test and Anova were performed in order to determine whether or not the individual characteristics and job characteristics are determent on their psychological resilience levels
Summary
Under the conditions of globalization and intense competition, the differentiation of enterprises offering similar products and services became dependent on their intellectual capital. In the labour-intensive tourism sector, the employees who directly provide service to the customers are the main actors to provide competitive advantage for the enterprise. Tourism enterprises are the leading organizations that demand behaviours beyond the defined role descriptions from their employees. During high season, the concerns related to quality service and competition in tourism enterprises inevitably affect those who work in the businesses, and employees are expected to cope with difficulties and stress, and adapt to the conditions. This situation raises the concept of psychological resilience of the employees who work in tourism as a labour-intensive sector
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
