EMOTIONAL LABOR IN HEALTHCARE PROFESSIONALS: DOES DISPLAYING TOWARDS DOCTORS OR PATIENTS CHANGE THE RESULT?

Year 2022, Volume: 25 Issue: 4, 797 - 812, 27.12.2022

Senay Yürür , Nihal Yazıcı , Çağrı Kırtay , Sevcan Ağırbaş

Abstract

The importance of emotional labor in the service sector is obvious and it can also be exhibited to other actors within the organization (coworkers and supervisors) apart from the service users (e.g., customers, patients, or citizens). Then, does it matter to whom it is exhibited in terms of the process or results of emotional labor? In other words, does displaying emotional labor towards co-workers or customers change anything in this process? Based on these questions the present study is aimed to investigate whether the effect of health professionals’ emotional labor on their job satisfaction differs towards the doctor or patient. In this direction, a face-to-face survey was applied to 114 healthcare professionals working at public and private hospitals. According to the findings of the study, while deep acting towards doctors has affected the health professionals’ job satisfaction levels positively, the emotional labor towards patients has not had any effect on the job satisfaction. These findings have indicated that it is important to whom emotional labor is exhibited, and the results differ when the focus is changed.

Keywords

Emotional labor, surface acting, deep acting, job satisfaction, healthcare professionals

SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?

Abstract

Hizmet örgütlerinde önemi tartışılmaz olan duygusal emeğin hizmet alıcısına (örneğin müşteri, hasta ya da vatandaş) yönelik olması dışında örgüt içi aktörlere de (iş arkadaşları ya da yöneticiler) sergilendiği bilinmektedir. Peki, acaba kime sergilendiğinin, duygusal emeğin süreç ya da sonuçları açısından bir önemi var mıdır? Yani duygusal emeğin iş arkadaşlarına ya da müşterilere yönelik sergilenmesi bir şeyleri değiştirir mi? Bu sorudan yola çıkarak bu araştırmada sağlık çalışanlarının harcadıkları duygusal emeğin bir sonucu olarak iş tatmini üzerindeki etkisinin, duygusal emeğin doktora veya hastaya karşı sergilenmesi durumlarında farklılaşıp farklılaşmadığının araştırılması amaçlanmıştır. Bu doğrultuda, kamu hastanelerinde ve özel hastanelerde çalışan 114 sağlık çalışanına yüz yüze anket uygulanmıştır. Çalışmanın bulgularına göre; doktora sergilenen derinlemesine davranış sağlık çalışanlarının iş tatminlerini olumlu etkilerken, hastalara sergilenen duygusal emeğin iş tatmini üzerinde herhangi bir etkisinin olmadığı sonucuna varılmıştır. Elde edilen bu bulguyla, duygusal emeğin kime yönelik sergilendiğinin önemli olduğu, odağı değiştiğinde sonuçlarının farklılık gösterdiği sonucuna varılmıştır.

Keywords

Duygusal emek, yüzeysel davranış, derinlemesine davranış, iş tatmini, sağlık çalışanları

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