Meltem YALÇIN KAYIKÇI, Oğuz TÜRKAY

21558

İŞLETMELERDE DUYGU GÖSTERİM KURALLARI VE ÖRGÜTSEL VATANDAŞLIĞIN DUYGUSAL EMEK ÜZERİNE ETKİLERİ

Duygusal emek işletme çalışanlarının iş tatminleri, işletmeye bağlılıkları, performansları üzerinde etkili olan önemli bir olgudur. Ancak, duygusal emeğin hangi değişkenlerden etkilendiği konusunda yeterli çalışma ortaya koyulmamıştır. Bu çalışmada duygu gösterim kuralları ve örgütsel vatandaşlık davranışının duygusal emek üzerindeki moderatör etkileri sınanmaktadır. Bir çağrı merkezi çalışanlarından elde edilen sayısal veri doğrusal regresyon ile test edilmiştir. Bulgular derinlemesine duygusal emeğin müşterilere yönelik duygu gösterim kuralları ile nezaket ve özgecilik tarafından anlamlı ve önemli düzeyde açıklandığını; yüzeysel duygusal emeğin ise yine müşterilere yönelik duygu gösterim kuralları ve özgecilik tarafından açıklanabildiğini göstermektedir. Katılımcıların demografik özelliklerinin ise ilgili değişkenleri farklılaştırıcı etkisi bir istisna dışında yoktur. Bu istisna da 30 yaş ve altı katılımcıların 31 ve üstü yaş grubuna göre duygu gösterim kurallarını daha düşük oranda algıladıkları yönündedir

THE EFFECTS OF FEELING RULES AND ORGANIZATIONAL CITIZENSHIP ON EMOTIONAL LABOR

Emotional labor is an important phenomenon that has impacts on job satisfaction, organizational commitment and performance of employee. However, not enough study has been done in order to detect which variables were affected the emotional labor. In this study, the moderation effects of feeling rules and organizational citizenship behavior on emotional labor were tested. Quantitative data obtained from a call center employee was tested by linear regression. Findings were showed that deeply emotional labor was explained significantly and at an important level by the feeling rules toward the customer, courtesy and altruism; the superficial emotional labor was determined by feeling rules toward customers and altruism. The differentiating effects created by demographic characteristics of the respondents have not significant with one exception. This exception is the level of perception on the feeling rules both toward customers and co-workers were higher in the age of 31 and up than the age of 30 and lesser
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Ekonomik ve Sosyal Araştırmalar Dergisi-Cover
  • ISSN: 1306-2174
  • Yayın Aralığı: Yılda 2 Sayı
  • Başlangıç: 2005
  • Yayıncı: Abant İzzet Baysal Üniversitesi İktisadi ve İdari Bilimler Fakültesi
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