The Mediating Role of Emotional Labor in Linking Organizational Learning and Organizational Identification in the Aviation Industry

Year 2023, Volume: 7 Issue: 2, 262 - 271, 25.07.2023

Duygu Uludağ , Melis Soyer , Merve Mert

https://doi.org/10.30518/jav.1273252

Abstract

In our study examined the mediating role of emotional labor in the effect of organizational learning on organizational identification. The purpose of the study is to measure the effect of organizational learning on organizational identification and to examine the mediating effect of emotional labor on the dimensions of learning. There are studies showing that organizational learning has a direct effect on organizational identification, but the mediating role of emotional labor has not been investigated.
The population of the study was the employees of ground services in the aviation sector of the Marmara region, 400 employees were reached through random sampling and data were collected through questionnaires. According to the results of the research, organizational learning is effective on organizational identification and emotional labor plays mediating role in this effect. In this context, emotional labor has a mediating role in the effect of managerial commitment, systemic perspective, transparency and experimentation and informational transaction and integration on organizational identification, which are sub-dimensions of organizational learning.

Keywords

Organization, Organizational learning, Orgnizational identification, Emotional labor, Aviation management

References

• Altaş, S. S. (2021). Sağlık çalışanlarının örgütsel özdeşleşme, örgütsel bağlılık, örgütsel güven ve örgütsel destek algıları arasındaki ilişkiler. İşletme araştırmaları dergisi, 13(1), 875-891.
• Argote, L., & Ingram, P. (2000). Knowledge transfer: A basis for competitive advantage in firms. Organizational behavior and human decision processes, 82(1), 150-169.
• Argote, L., & Miron-Spektor, E. (2011). Organizational learning: From experience to knowledge. Organization science, 22(5), 1123-1137.
• Argyris, C., & Schön, D. (1978). Organizational learning: a theory of action prospective. Reading, Pennsylvania, USA: Addison-Westly
• Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
• Ashforth, B. E., & Mael, F. (1989). Social identity theory and the organization. Academy of management review,
• 14(1), 20-39.
• Ashkanasy, N. M., & Humphrey, R. H. (2011). Current emotion research in organizational behavior. Emotion review, 3(2), 214-224.
• Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands‐resources model to predict burnout and performance. Human resource management: Published in Cooperation with the School of Business Administration, The University of Michigan and in alliance with the Society of Human Resources Management, 43(1), 83-104.
• Baykal, E., Zehir, C. & Köle, M. (2018). Hizmetkar liderlik firma performansi ilişkisinde örgütsel özdeşleşmenin araci etkisi. Akademik hassasiyetler, 5 (9), 111-133.
• Cameron, K. S., & Quinn, R. E. (2011). Diagnosing and Changing Organizational Culture: Based on the Competing Values Framework. New Jersey: John Wiley & Sons.
• Crossan, M. M., Lane, H. W., & White, R. E. (1999). An organizational learning framework: From intuition to institution. Academy of management review, 24(3), 522-537.
• Çolak, N. (2018). Duygusal emeğin iş performansına etkisi, havacılık sektöründe bir uygulama. FSM mesleki bilimler dergisi, 1(1), 112-127.
• Demirel, Y. & Tohum, E. U. (2018). Örgütsel öğrenmenin örgütsel vatandaşlık davranışı üzerine etkisi. MANAS Sosyal araştırmalar dergisi, 7 (2), 277-295.
• Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of vocational behavior, 66(2), 339-357.
• Dutton, J. E., Dukerich, J. M., & Harquail, C. V. (1994). Organizational images and member identification. Administrative science quarterly, 239-263.
• Edmondson, A. (1999). Psychological safety and learning behavior in work teams. Administrative science quarterly, 44(2), 350-383.
• Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
• Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: a climate of authenticity alleviates burnout from emotional labor. Journal of occupational health psychology, 17(1), 1.
• Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of management Journal, 52(5), 958-974.
• Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
• İyem, C., & Yıldız, F. Z. (2017). Gökyüzündeki gösteri: kabin memurlarının duygusal emek süreçlerine yönelik bir araştırma. Söke işletme fakültesi priene uluslararası sosyal bilimler dergisi, 1(1), 11-22.
• Katz, D., & Kahn, R. L. (1978). The social psychology of organizations (Vol. 2, p. 528). New York: Wiley.
• Li, M., & Wang, Z. (2016). Emotional labour strategies as mediators of the relationship between public service motivation and job satisfaction in Chinese teachers. International journal of psychology, 51(3), 177-184.
• Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of applied psychology, 94(2), 371.
• Mael, F., & Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of organizational Behavior, 13(2), 103-123.
• Marquardt, M. J. (1996). Building the learning organization: A systems approach to quantum improvement and global success. McGraw-Hill Companies.
• Mavi, Y. & Yeşil, S. (2021). Covid-19 korkusu’nun duygusal emek, çalışan performansı, iş tatmini, yaşam doyumu üzerine etkisi: bir alan araştırması. Yaşar Üniversitesi e-dergisi, 16 (63), 1078-1104.
• Meyer, J. P., Stanley, D. J., Herscovitch, L., & Topolnytsky, L. (2002). Affective, continuance, and normative commitment to the organization: A meta-analysis of antecedents, correlates, and consequences. Journal of vocational behavior, 61(1), 20-52.
• Nishii, L. H., & Mayer, D. M. (2009). Do inclusive leaders help to reduce turnover in diverse groups? The moderating role of leader–member exchange in the diversity to turnover relationship. Journal of Applied Psychology, 94(6), 1412.
• Potipiroon, W., Srisuthisa-ard, A., & Faerman, S. (2019). Public service motivation and customer service behaviour: Testing the mediating role of emotional labour and the moderating role of gender. Public management review, 21(5), 650-668.
• Parker, S. K., Williams, H. M., & Turner, N. (2006). Modeling the antecedents of proactive behavior at work. Journal of applied psychology, 91(3), 636.
• Riketta, M. (2005). Organizational identification: A meta-analysis. Journal of vocational behavior, 66(2), 358- 384.
• Saks, A. M., & Ashforth, B. E. (2000). The role of dispositions, entry stressors, and behavioral plasticity theory in predicting newcomers' adjustment to work. Journal of organizational behavior, 21(1), 43-62.
• Seçilmiş, C., Kodaş, & Kodaş, D. (2017). Örgütsel öğrenme yeteneği ve yaratıcılık süreci ilişkisi: Eskişehir’deki mutfak çalışanları üzerine bir araştırma. Journal of tourism and gastronomy studies, 5(3), 150-167.
• Shin, S. J., & Zhou, J. (2007). When is educational specialization heterogeneity related to creativity in research and development teams? Transformational leadership as a moderator. Journal of applied Psychology, 92(6), 1709.
• Trim, P. R., & Lee, Y. I. (2004). Enhancing customer service and organizational learning through qualitative research. Qualitative Market Research: An International Journal.
• Van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of management, 36(6), 1486-1504.
• Wu, X., Shie, A. J., & Gordon, D. (2017). Impact of customer orientation on turnover intention: Mediating role of emotional labour. International journal of organizational analysis, 25(5), 909-927.
• Zhang, A. Y., Tsui, A. S., & Wang, D. X. (2011). Leadership behaviors and group creativity in Chinese organizations: The role of group processes. The leadership quarterly, 22(5), 851-862.