Esra BULGURCU GÜREL, Özlem ÇETİNKAYA BOZKURT

DUYGULARIN YÖNETİLMESİNİN, İŞ TATMİNİ VE DUYGUSAL TÜKENMİŞLİK DÜZEYİ ÜZERİNE ETKİLERİ

Duygusal emek, bireyin işini yaparken kendisinden beklenilen duyguları sergilemesidir. Gerçekte hissedilen duygular ve bireyden beklenilen duygular arasındaki çatışma ortaya duygusal uyumsuzluk, çıkmasına neden olmaktadır. Bu uyumsuzluk birey açısından çeşitli olumsuz sonuçlara yol açabilmektedir. Araştırmanın amacı, çalışanların duygusal emek düzeylerinin, iş tatminleri ve duygusal tükenmişlikleri üzerindeki etkisini saptamaya çalışmaktır. Araştırma, işlerini yaparken sürekli olarak duygusal emek kullanmak durumunda olan 307 öğretmen üzerinde gerçekleştirilmiştir. Çalışmada, veri toplama yöntemi olarak anket formu kullanılmıştır. Elde edilen veriler SPSS 20.0 programı yardımıyla test edilmiştir. Araştırma sonucunda duygusal emeğin alt boyutlarından olan yüzeysel davranış sergileme ve iş tatmini arasında negatif, derinden davranış ve doğal davranış sergileme ile iş tatmini arasında pozitif bir ilişki saptanmıştır. Diğer taraftan yüzeysel ve doğal davranış sergilemenin duygusal tükenmeyi arttırdığı, derinden davranış sergilemenin ise duygusal tükenmeyi azalttığı sonucuna varılmıştır.

Anahtar Kelimeler:

Duygusal Emek, Derinlemesine Davranış, Yüzeysel Davranış, İş Tatmini, Duygusal Tükenmişlik

THE EFFECTS OF MANAGING EMOTIONS ON JOB SATISFACTION AND EMOTIONAL EXHAUSTION LEVEL

Emotional labour is the show of emotions expected from an individual while working. The conflict between naturally felt emotions and expected emotions cause the emergence of emotional dissonance, this dissonance can cause a variety of negative consequences for individuals. The aim of this research is to reveal the impact of employees’ emotional labour levels on job satisfaction and emotional exhaustion. The research has been conducted on 307 teachers; constantly have to put emotional effort into their work. Survey form has been used as data collection method. The obtained data was analysed by means of SPSS 16.00 program. As a result of the research, it has been detected a negative correlation between surface acting and job satisfaction as well as a positive correlation between deep acting, genuine acting and job satisfaction. Besides, a positive correlation between surface acting, genuine acting and emotional exhaustion has been determined. Inversely, a negative correlation between deep acting and emotional exhaustion has been determined.

Keywords:

Emotional Labour, Surface acting, Deep Acting, Job Satisfaction, Emotional Exhaustion,

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