The Impact of Hotel Employees' Deep Acting on Work-Family and Family-Work Conflict

Year 2018, Volume: 9 Issue: 16, 575 - 599, 30.12.2018

Yasin Keleş

https://doi.org/10.26466/opus.483320

Cited By: 1

Abstract

In
the hotel industry, which is one of the most important areas of the tourism
industry, besides long and irregular working hours employees are also required
to exhibit the emotions that customers expect. Expressing emotions that
customers expect are explained by the concept of emotional labor. Emotional
labor is defined as the emotions expected by the employees to be exhibited and
reflected by trying to feel the emotions. While surface acting has negative
consequences for the individual and the organization, deep acting can reduce
negative consequences. Employees may experience conflict in their work and
family lives as their work and family expectations are synchronized in the
hospitality sector. Considering the positive results of deep acting, it is
likely that this may have a mitigating effect on the discordance between work
and family. The aim of this study is to determine the impact of the deep acting
of hotel employees on the work-family and family work conflict. In this
context, a survey was conducted on 392 hotel employees in Belek. The
questionnaire consisted of three parts. In the first part, the work-family and
family-work conflict scale, in the second part, the scale which includes the
deep acting dimension of emotional labor, and in the third section, questions
about determining some demographic and other individual characteristics are
included. The data were analyzed with statistical package program. As a result
of analyzes, it was concluded that the deep acting of the employees have a
negative effect on the family-work conflict and work-family conflict.

Keywords

Emotional labor, deep acting, work-family conflict, family-work conflict

Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi

Abstract

Turizm endüstrisinin önemli
alanlarından biri olan otelcilik sektöründe uzun ve düzensiz çalışma
saatlerinin yanı sıra çalışanlar müşterilerin beklediği duygu gösterimlerini
sergilemek durumunda kalmaktadır. Müşterilerin beklediği duyguların
sergilenmesi duygusal emek kavramı ile açıklanmaktadır. Duygusal emek,
çalışanlar tarafından beklenen duyguların rol yapılarak sergilenmesi ve
duyguların hissedilmeye çalışılarak yansıtılması olarak tanımlanmaktadır.
Yüzeysel davranış birey ve örgüt açısından olumsuz sonuçlar doğururken, derin
davranış olumsuz sonuçları azaltabilmektedir. Otelcilik sektöründe iş ve
aileden beklentilerinin eş zamanlı olmasından dolayı çalışanlar iş ve aile
yaşamlarında çatışma yaşayabilmektedir. Derin davranışın olumlu sonuçları
dikkate alındığında, iş ve aile arasındaki uyumsuzluğu azaltıcı etkisi
olabileceği muhtemeldir. Bu araştırmanın amacı otel çalışanlarının derin
davranışlarının yaşadıkları iş-aile ve aile iş çatışmasının etkisini
belirleyebilmektir. Bu kapsamda, Belek’teki 392 otel çalışanı üzerinde anket
uygulanmıştır. Uygulanan anket üç bölümden oluşmaktadır. Birinci bölümde
iş-aile ve aile-iş çatışması ölçeğine, ikinci bölümde duygusal emeğin derin
davranış boyutunu içeren ölçeğe ve üçüncü bölümde ise bazı demografik ve diğer
bireysel özellikleri tespit etmeye yönelik sorulara yer verilmiştir. Elde
edilen veriler istatistik paket programı ile analiz edilmiştir. Yapılan
analizler sonucunda, çalışanların sergiledikleri derin davranışlarının
yaşadıkları iş-aile çatışması ve aile-iş çatışması üzerinde negatif yönlü etki
ettiği sonucuna ulaşılmıştır.

Keywords

Duygusal emek, derin davranış, iş-aile çatışması, aile-iş çatışması

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