ÇAĞRI MERKEZLERİNDE DUYGUSAL EMEK VE ÖRGÜTSEL İLETİŞİM

Birey-odaklı mesleklerde müşteriler ile yüz yüze ya da telefon aracılığıyla iletişim halinde olançalışanların, çalıştıkları kurum tarafından belirlenen uygun duygusal ifadeleri sözlü ya da sözsüzolarak sergilemeleri sürecinde harcadıkları çaba duygusal emek olarak adlandırılmaktadır. Buçalışmanın genel amacını, duygusal emek öncelleri, duygusal emek davranışları, duygusal uyumsuzlukve duygusal emeğe bağlı iş doyumu ile örgütsel iletişim doyumu arasındaki ilişkilerin ortayakoyulması ve elde edilen bulgular doğrultusunda uygun önerilerin geliştirilmesi oluşturmaktadır.Bu amaca yönelik olarak, duygusal emek yoğun mesleklerden biri olan çağrı merkezi çalışanlarınınduygusal emek süreci değişkenleri ve örgütsel iletişim doyumu hakkındaki görüşleri belirlenmeyeçalışılmıştır. Çağrı merkezi çalışanlarının duygusal emek çabaları, duygusal emek davranışları,duygusal uyumsuzlukları, duygusal emeğe bağlı iş doyumları ile örgütsel iletişim doyum düzeyleri arasındaki ilişkinin ortaya konmasını amaçlayan bu çalışma nedensellik ilişki tasarımı modeline uygun olarak yürütülmüştür.Araştırmanın evrenini Türkiye'de bulunan çağrı merkezlerinin çalışanları oluşturmaktadır. Yapılan sektör taraması sonuçlarına göre 2010 yılı itibariyle ülke genelinde 40.000 müşteri temsilcisi çalışmaktadır. Bu ana kütle içinden kolayda örnekleme metodu ile belirlenmiş 383 çağrı merkezi çalışanı evreni %95 güven aralığında temsil etme yeterliliğinesahip örneklem olarak kabul edilmiştir.Katılımcılara 5 bölümden oluşan bir anket uygulanmıştır.Araştırmada elde edilen veriler çağrı merkezlerinin duygusal emek yoğun çalışma alanlarından biri olduğunu doğrulamaktadır. Duygusal emek sürecine bağlı olarak duygusal uyumsuzluğun yüksek ve duygusal emeğe bağlı iş doyumun ve örgütsel iletişim doyumunun düşük bulunduğuelde edilen sonuçlar arasında yer almaktadır.

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Emotional labour is named as the efforts of employees who are in face to face or phone to phone with customers in people-oriented professions, in the process of displaying organizationally desired appropriate emotion in verbal or non-verbal way. General aim of this study consists relationships among emotional labour antecedents, emotional labour behavoirs, emotional dissonance, outcomes of emotional labour and organizational communication satisfaction and to develop new ideas at the direction of findings. Parallel to this aim one of the emotional labourintensive profession call center employees perspectives about variable of emotional labour process and organizational communication satisfaction are determined. Network of relationships, which is described depend on literature, is examined among emotional labour antecedents, emotional labour behavoirs, emotional dissonance, outcomes of emotional labour and organizational communication satisfaction. A sample of 383 call center employees participated in this study. A questionaire on emotional labour and organizational communication formed in 5 section is applied to these participants.. The date gained from the survey prove that the call centers are one of the field of emotional labour-intensive professions.Depending on emotional labour process it is proved that emotional dissonance is high outcomes of emotional labour and organizational communication satisfaction is low

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