İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri

Bu araştırmada, örgütte güvenin, duygusal emek ve iş performansı üzerine etkileri araştırılmıştır. Ayrıca duygusal emeğin örgütte güven ve iş performansı arasında aracılık rolü olup olmadığına bakılmıştır. Bu maksatla, Ankara’da özel ve kamu bankalarında çalışan 162 katılımcıdan anket yoluyla elde edilen veriler analiz edilmiştir. Çalışmada değişkenler arası ilişkiler ve etkileri korelâsyon ve regresyon analizleri ile ortaya konurken, değişkenlere ait ölçeklerin doğrulanması esnasında yapısal eşitlik modelinden istifade edilmiştir. Elde edilen bulgular incelendiğinde, banka çalışanlarının örgütte güven algılarının duygusal emekleri ve iş performansları üzerinde önemli etkilere sahip olduğu görülmüştür. Özellikle, örgütte güven algıları yüksek olan çalışanların yüzeysel rol yapmaları düşük ve iş performanslarının ise yüksek olduğu tespit edilmiştir. Örgütte güvenin çalışanlardaki doğal duygu gösterimini de artırdığı görülmüştür. Ayrıca, çalışanların duygusal emeklerinin örgütte güven ve iş performansı arasında aracılık rolüne rastlanılmamıştır. Araştırmanın bulgularıyla ilintili olarak, iş performansının artırılmasına yönelik çalışanların temini ve idamesi için hizmet sektörü yöneticilerine de önerilerde bulunulmuştur.

Anahtar Kelimeler:

Örgütte Güven, Duygusal Emek, Yüzeysel Rol Yapma, Derinden Rol Yapma, İş Performansı JEL Sınıflandırması: D23, M12

In this study, the effects of organizational trust to emotional labor and job performance are examined. And if available, the mediating role of emotional labor between organizational trust and job performance are also observed. For this purpose, data are obtained and analyzed from 162 private and public bank employees’ working in Ankara. The relations and effects between variables are presented by correlation and regression analyses. The validity of scales are measured with structural equation model. According to the findings, it is seen that the perception of organizational trust of bank employees’ has significant effects on their emotional labor and job performance. Particularly, it is found that when the perception of organizational trust of employees’ are high, then their surface actings are low, but job performances are high. And also, it is observed that emotional labor does not have any mediating role between organizational trust and job performance. Furthermore depend on findings, some suggestions are made to the service sector managers aimed at providing productive and effective service emplooyees for increasing job performance.

Keywords:

Organizational trust, emotional labor, surface acting, deep acting, job performance JEL Classification: D23, M1,

PDF

___

Annamalai T. , Abdullah A.G.K., Alazidiye e n N. J. (2010), ‚The Me diating Effe cts of Pe rce ived Organizational Support on the Re lationships Be twe e n Organizational Justice , Trust and Pe rformance Appraisal in Malaysian Se condary Schools‛, European Journal of Social Sciences,13(4), 623-632.
Ashforth, B.E., Humphre y R.H. (1993), ‚Emotional Labor in Se rvice Role s: The Influe nce of Ide ntity‛, Academy of Management Review, 18.
Basım, H.N., Be ge nirbaş, M. ‚Çalışma Yaşamında Duygusal Eme k: Bir Ölçe k Uyarlama Çalışması‛, Ce lal Bayar Ünive rsite si İktisadi ve İdari Bilimle r Fakülte si Yöne tim ve Ekonomi De rgisi, 19 (1), 2012, 77-90. Be cke r, B.E., Pe rformance Work Syste ms and Firm Pe rformance : A Synthe sis of Re se arch and Manage rial Implications. In Fe rris, G.R. (e d.) Re se arch in Pe rsonne l and Human Re source s. Stamford, CT: JAI Pre ss, (1998), High
The ir Effe cts on Employe e Satisfaction‛,
Journal of Hospitality and Tourism Research,
(3), 338–357. and Se rvice
Chau, S.L. Dahling J.J., Le vy P.E., Die fe ndorff J.M. (2009), ‚A Pre dictive Study of Emotional Labor Organizational Behavior, 30, 1151–1163. Journal of
Che n, H. F. (1998), ‚Significance and Function of Corporate Culture .‛, TaiZhong Normal College Academic Journal, 12, 1-22.
Cook, J., Wall, T. (1980), ‚Ne w Work attitude Me asure s of Trust, Organizational Commitme nt and Pe rsonal Ne e d Non Fulfillme nt‛, Journal of Occupational Psychology, 53, 39-52.
Costigan, R.D., Ilte r, S.S., Be rman, J. (1998). ‚A Multi-Dime nsional Study of Trust in Organizations‛, Journal of Managerial Issues, 10,
Cote , S., Morgan, L.M. (2002), ‚A Longitudinal Analysis of The Association Be twe e n Emotion Re gulation, Job Satisfaction, and Inte ntions Organizational Behavior, 23, 947−962. Journal of
Çalışkan A., Akkoç, İ., Turunç, Ö. (2011), ‚Örgütse l Pe rformansın Motivasyone l Ye nilikçilik ve Girişimciliğin Aracılık Rolü‛, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16(3), 363-401.
Artırılmasında Davranışların Rolü:
Çe lik, M. Turunç, Ö., Be ge nirbaş, M. (2011), ‚Örgütse l Pe rformansın Sağlanmasında Örgütte Güve n, Tüke nmişlik ve Kişile r Arası Çarpıklığın Rolü‛, Çağ Üniversitesi Sosyal Bilimle Dergisi, 8, 1, 1-29.
Çöl, G. (2008), ‚Algılanan Güçle ndirme nin İş Göre n Pe rformansı Üze rine Etkile ri‛, Doğuş Üniversitesi Dergisi, 9 (1) 35-46.
Darrough, O. G. (2006), An Examination of the Re lationship Be twe e n Organizational Trust and Organizational Commitment in the Workforce , Doctoral Disse rtation, Nova Southe aste rn Unive rsity,
De luga, R.J. (1994), ‚Supe rvisor Trust Building, Le ade r-Me mbe r Organizational Citize nship Be haviors‛, Journal of Occupational and Organizational Psychology, 67, 315-326. and
Die fe ndorff, J. M, Gosse rand R. H. (2003), ‚Unde rstanding the Emotional Labor proce ss: A Control The ory Pe rspe ctive ‛, Journal of Organizational Behavior, 24, 945- 959.
Die fe ndorff, J.M., Croyle , M.H., Grosse rand, R.H. (2005), ‚The Dime nsionality and Ante ce de nts Strate gie s‛, Journal of Vocational Behavior, 66, 339-357. Labor
Dirks, K.T., Fe rrin, D.L. (2001), ‚ The Role of Trust in Organizational Se ttings‛, Organization Science, 12(4), 450-467.
Dirks, K.T., Fe rrin D.L. (2002), ‚Trust in Le ade rship: Me ta-Analytic Findings and Implications for Re se arch and Practice ‛, Journal of Applied Psychology, 87, 611-628.
Fishe r, C.D., Ashkanasy, N.M. (2000), ‚Spe cial Issue On Emotions In Work Life ‛, Journal of Organizational Behavior, 21(3), 123-129.
Gilboa, S., Shirom, A., Frie d, Y., Coope r C. (2008), ‚A Me ta-analysis of Work De mand Stre ssors Examining Effe cts‛, Personnel Psychology, 61, 227– 271.
Pe rformance : Mode rating and
Goodwin, R.E., Markus G., Ste phe n J.F. (2011), ‚Re lationships Be twe en Emotional Labor, Job Pe rformance and Turnove r‛, Journal of Vocational Behavior, 79, 538–548.
Grande y, A. (2000), ‘‘Emotion Re gulation in the Workplace : Conce ptualize Emotional Labor‛, Journal of Occupational Health Psychology, 5, 95- 110. Way to
Grande y, A. (2003), ‚Whe n the Show must go on: Surface Acting and De e p Acting as De te rminants of Emotional Exhaustion and Pe e r-rate d Se rvice De live ry‛, Academy of Management Journal, 46, 86-96.
Grande y, A.A., Fisk, G.M., Mattila, A.S., Jansen, K.J., Side man, L.A. (2005), ‚Is Se rvice with a Smile Enough? Authe nticity of Positive Displays During Se rvice Encounte rs ‛, Organizational Decision Processes, 96, 38−55. and Human Hochschild, A.R. The Manage d He art: Comme rcialization of Human Fe e ling, Be rke le y, Unive rsity of California Pre s, 1983.
Hochschild, A.R. (1979), ‚Emotion Work, Fe e ling Rule s, and Social Structure ‛, American Journal of Sociology, 85(3), 551-75.
Hoy, W. K., Tarte r, C.J., Witkoskie , L. (1992), ‚Faculty Trust in Colle ague s: Linking www.isguc.org Ante ce de nts and
Kle inman, S., Copp M.A. Emotions and Fie ldwork, Sage Publications, Ne wbury Park, CA, 1993.
Kohli, A.K. (1985), ‚Some Une xplore d Supe rvisory Be haviors and The ir Influe nce on Sale speople 's Role Clarity, Spe cific Se lf- Este e m, Motivation‛, Journal of Marketing Research, 22, 424-433. and
Krame r, R.M. (1999), ‚Trust and Distrust in Organizations: Eme rging Pe rspe ctive s, Enduring Que stions‛, Annual Review of Psychology, 50, 569– 598.
Kruml, S.M., Ge dde s, D. (2000), ‚Exploring The Dime nsions of Emotional Labor: The He arth Management Communication Quarterly, 14, 8-49. Work‛,
Kurşunoğlu. A. (2009), ‚An Inve stigation of Organizational Trust Le ve l of Te ache rs According to Some Variable s‛ Procedia Social and Behavioral Sciences, 1, 915–920.
Laschinge r H.K.S., Fine gan J., Shamian J., Wilk P. (2001), ‚Impact of Structural and Psychological Empowe rme nt on Job Strain in Nursing Work Se ttings : Expanding Kante r’s Mode l‛, Journal of Nursing Administration, 31, 260-272.
Le e , P., Gille spie , N., Mann, L., We aring, A. (2010), ‚Le ade rship and Trust: The ir Effe ct on Knowle dge Pe rformance ‛, Learning,41(4), 473–49. and Te am Management Le vinson, H. (1965),
‚Re ciprocation: The and Re lationship Organization‛,
Quarterly, 9, 370–390. Man
Administrative Science
Mcalliste r, D.J. (1995), ‚Affe ct and Cognition Base d Trust as Foundations for Inte rpe rsonal Coope ration in Organizations‛, Academy of Management Journal, 38(1), 24-59.
Mc Grath, R.G. (1995), ‚De fining and De ve loping Compe te nce ‛, Strategic Management Journal, 16(4), 251-275.
Mishra, J. , Morrisse y, M.A. (1990), ‚Trust in Employe e -Employe r Re lationships: A Surve y of We st Michigan Manage rs‛, Personnel Management, 19, 443-485.
Molle ring, G., Backmann, R. ve Le e , S. H. (2004), ‚Unde rstanding Organizational Trust- Foundations, Constellations and Issues of Ope rationalisation (e ds). The Micro – Foundations of Organizational‛, Trust, Journal of Managerial Psychology, 19, 6.
Morillo, C.R. (1990), ‚The Re ward Eve nt and Motivation,‛ The Journal of Philosophy, 87(4), 270.
Morris, J.A., Fe ldman D.C. (1996), ‚The Dime nsions, Ante ce de nts, and Conse que nce s of Emotional Management Review, 21, 986-1010. Academy of
Motowidlo, S.J. (2003), Job Pe rformance , Handbook of Psychology, 39-53.
Murphy, K.R., Cle ve land, J. (1995), Unde rstanding Pe rformance Appraisal: Social, Organizational, and Goal-Based Pe rspe ctives, London:Sage Pub.
Öz, E.Ü. (2007), Duygusal Eme k Davranışlarının Çalışanların İstanbul: Be ta Yayınları.
Özge n, I. (2010), Turizm İşle tme le rinde Duygusal Eme k, De tay Yayıncılık, Ankara.
Parke r, P., Kulik, J.A. (1995), ‚Burnout, Se lf- and Supe rvisor-Rated Job Pe rformance, and Abse nteeism Among Nurse s‛, Journal of Behavioral Medicine, 18(6), 581-599.
Paşa, M. (2007), Stre sin Bire yse l Pe rformans Üze rinde ki Etkile ri ve Bir Uygulama, Uludağ Ünive rsite si Sosyal Bilimle r Enstitüsü, Doktora Te zi.
Pie rce , J.L. (1995), Ge nde r Trials:Emotional Live s in Conte mporary Law Firms, Unive rsity of California Pre ss, Be rke le y.
Puusa, A. , Tolvane n, (2006), U. ‚Organizational Ide ntity and Trust‛, Electronic Journal of Business Ethics and Organization Studies, 11, 29-33.
Rafae li, A., Sutton R. (1987), ‚Expre ssion of Emotion As Part of The Work Role ‛, Academy of Management Review, 12(1), 23- 37,
Randall, M, Scott, W.A. (2011), ‚Burnout, Job Satisfaction, and Job Pe rformance ‛, Australian Psychologist , 23(3), 335–347.
Richard, P.J., De vinne y, T.M., Yip, G.S., Johnson, G. (2008), ‚ Me asuring Organizational Pe rformance as a De pe nde nt Variable : Towards Me thodological Be st Practice ‛, Journal of Management , 35(3), 718-804.
Rotte r, J.B. (1980), ‚Inte rpe rsonal Trust, Trust- Worthine ss and Gullibility‛, American Psychologist, 35, 1-7.
Rotundo, M., Sacke tt, P.R. (2002), ‚The Re lative Importance of Task, Citize nship, and Counte rproductive Global Ratings of Job Pe rformance : A Policy Capturing Approach‛, Journal of Applied Psychology, 87, 66−80. to
Rousse au, D. M., McLe an P. J. (1993), ‚The Contracts Organizations‛, Research in Organizational Behavior, 15, 1-43. and
Salamon, S.D., Robinson, S.L. ‚Trust That Binds:
The Impact of Colle ctive Fe lt Trust on
Organizational Pe rformance ‛, Journal of
Applie d Psychology, 93(3), 2008, 593-601.
Sigle r, T.H., Pe arson, C.M. (2000), ‚Cre ating An Empowe ring Culture : Examining The Re lationship Be twe e n Organizational Culture Empowe rme nt‛, Management, 5, 27–52. of Journal of Quality De mands at Work: A Job Conte nt Analysis‛, The ANNALS of the American Academy of Political and Social Science, 561(1), 177-191.
Türköz, T., Polat, M., Coşar, S. (2013), ‚Çalışanların Örgütse l Güve n ve Sinizm Algılarının Örgütse l Bağlılıkları Üze rinde ki Rolü‛, Celal Bayar Üniversitesi İ.İ.B.F Yönetim ve Ekonomi, 20(2), 285-302.
Uzbile k, A. (2006), Örgütle rde Oluşan Sosyal İlişkile rin Boyutlarına Etkile ri: Başke nt Ünive rsitesi Örne ği, Yükse k Lisans Te zi, Ankara, Başke nt Ünive rsite si Sosyal Bilimle r Enstitüsü. Güve nin Alt
Ülke r, G. (2008), ‚Çalışanların Örgütse l Adale t Algılamalarının Yöne tici ve Örgüte Duyulan Güve n Üze rinde ki Etkisi‛, Sosyal Bilimler Enstitüsü Dergisi, 16(1), 188-208.
We iss, H.M., Cropanzano R. (1996), ‚Affe ctive Eve nts The ory: A The oretical Discussion Of The Structure , Causes And Conse quences Of Affe ctive Expe riences At Work‛, Research in Organizational Behavior, 18(1), 1-79.
Wharton, A.S. (1999), ‚The Psychological Conse quences of Emotional Labour‛, The Annals of the American Academy of Political and Social Science, 561, 158-176.
Yang, J. (2005), The Role of Trust in Organizations: Do Foci ve Base s Matte r?, Doctoral Disse rtation, Unive rsity of Louisiana State .
Youndt, M.A., Sne ll S.A. (2004), ‚Human Re source Configurations, Inte lle ctual Capital, and Organizational Pe rformance ‛ Journal of Managerial Issues, 16(3), 337-360.
Zhang, Q., Zhu, W. (2008), ‚Exploring Emotion in Te aching: Emotional Labor, Burnout and Satisfaction Education‛, Communication Education, 57 (1), 105-122. Highe r