Research Article
Year 2019,
Volume: 22 Issue: 2, 713 - 728, 30.11.2019
Abstract
The purpose of this study is to determine the effect of the
intended demographic variables on the levels of emotional labor use of the
employees. For this purpose, 549 participants
working in four and five star hotels in Gaziantep, Adana and Osmaniye were
collected by questionnaire method. As a result of the analysis of the data, it
was determined that age, gender, occupation position, total working time and
sector experience showed significant differences according to emotional labor
utilization levels.
Keywords
References
- Anderson, B. (2014). There goes another little chip of your heart: Exploring the intersections of communication, emotional labor, and age. Unpublished doctoral dissertation, Purdue University West Lafayette, Indiana.Ashforth, B. E., and Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115. Bağcı, Z. (2015). Duygusal emeğin iş performansı üzerindeki etkisi: denizli ilinde hizmet sektöründe görgül bir araştırma. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi,6(10),71-75.Bayram, N. (2013). Yapısal eşitlik modellemesine giriş amos uygulamaları (2. bs.). Bursa: Ezgi Kitabevi.Beğenirbaş, M. (2015). Psikolojik sermayenin çalışanların duygu gösterimleri ve işe yabancılaşmalarına etkileri: Sağlık sektöründe bir araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 20(3), 249-263.Beğenirbaş, M., ve Çalışkan, A. (2014). Duygusal emeğin iş performansı ve işten ayrılma niyetine etkisinde kişilerarası çarpıklığın aracılık rolü. Business and Economics Research Journal, 5(2), 109-127.Beğenirbaş, M., ve Meydan, C. H. (2012). Duygusal emeğin örgütsel vatandaşlık davranışıyla ilişkisi: öğretmenler üzerinde bir araştırma. İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(3), 1-24.Brotheridge, C. M., and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior,60(1), 17-39.Buckner, J. E. (2012). Emotional labor and authentic leadership, Unpublished doctoral dissertation, Louisiana Tech University, Ruston.Chau, S. L., Dahling, J. J., Levy, P. E., and Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30(8), 1151-1163.Cheung, F. Y. L., and Tang, C. S. K. (2010). Effects of age, gender, and emotional labor strategies on job outcomes: Moderated mediation analyses. Applied Psychology: Health and Well‐Being, 2(3), 323-339. Cheung, F., and Wu, A. M. S. (2013). Emotional labour and successful ageing in the workplace among older Chinese employees. Aging & Society, 33(6), 1036–1051.Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes. Unpublished doctoral dissertation, Virginia Polytechnic Institute and State University, VirginiaChu, K. H. L., and Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.Cole, G. (2015). Emotional management in the workplace: Age and experience as key influences, Development and Learning in Organizations: An International Journal, 29(4), 31-33.Côté, S., and Morgan, L. M (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23(8), 947-962.Cottingham, M. D., Erickson, R. J., and Diefendorff, J. M. (2015). Examining men’s status shield and status bonus: How gender frames the emotional labor and job satisfaction of nurses. Sex Roles, 72(7-8), 377-389.Dahling, J. J., and Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574–578.Diefendorff, J. M., Croyle, M. H., and Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.Dursun, S., Bayram, N., ve Aytaç, S. (2011). Duygusal emeğin iş tatmini ve tükenme düzeyi üzerine etkisi, 17. Ulusal Ergonomi Kongresi, 14-16.Erickson, R. J. (2005). Why emotion work matters: Sex, gender, and the division of household labor. Journal of marriage and family, 67(2), 337-351.Erickson, R. J., and Ritter, C. (2001). Emotional labor, burnout, and inauthenticity: Does gender matter?. Social Psychology Quarterly, 64(2), 146-163.Ghalandari, K. and M. G. G. Jogh (2012), The effect of emotional labor strategies (surface acting and deep acting) on job satisfaction and job burnout in ıranian organizations: the role of emotional ıntelligence. Interdisciplinary Journal of Research in Business, 1(12), 24‐31.Goodwin, R.E., Groth, M., and Frenkel, S.J., (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior , 79 (2), 538– 548.Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.-110.Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal, 46(1), 86-96Hochschild, A. (1990). Ideology and emotion management: A perspective and path for future research. In T. D. Kemper (Ed.), Research agendas in the sociology of emotions (pp.117-142). Albany, N. Y: State University of New York Press.Hochschild, A. (1993). Preface. In S. Finemen (Ed.), Emotion in Organizations (p. xixiii). Newbury Park, CA: Sage Publication.Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American journal of sociology, 85(3), 551-575. Hochschild, A. R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.Hochschild, A. R.(1983). The Managed Heart: Commercialization of Human Feeling. Berkeley, CA: University of California Press. Kızanlıklı, M. (2014). Otel işletmelerinde duygusal emek öncüllerinin belirlenmesine yönelik bir araştırma.Yayımlanmamış doktora tezi,Gazi Üniversitesi,AnkaraKim, H. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2),151-161. Kruml, S. M., and Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management communication quarterly, 14(1), 8-49.Lee, H. J. (2016). Effects of public-service employee age and performance of emotional labor on job pride. Social Behavior and Personality: an international journal, 44(8), 1339-1348.Martinez-Inigo, D., Totterdell, P., Alcover, C.M., and Holman, D. (2007). Emotional labour and emotional exhaustion:Interpersonal and intrapersonal mechanisms,Work & Stress,21(1), 30-47.Morris, J. A., and Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.Savaş, A. C. (2012). İlköğretim okul müdürlerinin duygusal zekâ ve duygusal emek yeterliliklerinin öğretmenlerin iş doyumuna etkisi. Yayımlanmamış doktora tezi, Gaziantep Üniversitesi, Gaziantep.Schmidt, K. H., and Diestel, S. (2014). Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey. International journal of nursing studies, 51(11), 1450-1461.Seery, B. L., and Corrigall, E. A. (2009). Emotional labor: Links to work attitudes and emotional exhaustion. Journal of Managerial Psychology, 24(8), 797-813.Simon, R. W., and Nath, L. E. (2004). Gender and emotion in the United States: Do men and women differ in self-reports of feelings and expressive behavior?. American journal of sociology, 109(5), 1137-1176.Wharton, A. S. (1999). The psychosocial consequences of emotional labor. The Annals of the American Academy of Political and Social Science, 561(1), 158-176.Wharton, A. S., and Erickson, R. I. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of management Review, 18(3), 457-486.Yang, F. H., and Chang, C. C. (2008). Emotional labour, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey. International Journal of Nursing Studies, 45(6), 879-887.
Year 2019,
Volume: 22 Issue: 2, 713 - 728, 30.11.2019
Abstract
Bu çalışmanın amacı demografik değişkenlerin çalışanların duygusal
emek kullanım düzeylerine olan etkisi belirlenmeye çalışmaktır. Bu amaçla
Gaziantep, Adana ve Osmaniye illerindeki dört ve beş yıldızlı otellerde çalışan
549 kişiden anket yöntemi ile veri toplanmıştır. Verilerin analizi neticesinde
yaş, cinsiyet, işletmedeki pozisyon, toplam çalışma süresi ve sektör
tecrübesinin duygusal emek kullanım düzeylerine göre anlamlı farklılıklar
gösterdiği tespit edilmiştir.
Keywords
References
- Anderson, B. (2014). There goes another little chip of your heart: Exploring the intersections of communication, emotional labor, and age. Unpublished doctoral dissertation, Purdue University West Lafayette, Indiana.Ashforth, B. E., and Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115. Bağcı, Z. (2015). Duygusal emeğin iş performansı üzerindeki etkisi: denizli ilinde hizmet sektöründe görgül bir araştırma. Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi,6(10),71-75.Bayram, N. (2013). Yapısal eşitlik modellemesine giriş amos uygulamaları (2. bs.). Bursa: Ezgi Kitabevi.Beğenirbaş, M. (2015). Psikolojik sermayenin çalışanların duygu gösterimleri ve işe yabancılaşmalarına etkileri: Sağlık sektöründe bir araştırma. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 20(3), 249-263.Beğenirbaş, M., ve Çalışkan, A. (2014). Duygusal emeğin iş performansı ve işten ayrılma niyetine etkisinde kişilerarası çarpıklığın aracılık rolü. Business and Economics Research Journal, 5(2), 109-127.Beğenirbaş, M., ve Meydan, C. H. (2012). Duygusal emeğin örgütsel vatandaşlık davranışıyla ilişkisi: öğretmenler üzerinde bir araştırma. İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(3), 1-24.Brotheridge, C. M., and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior,60(1), 17-39.Buckner, J. E. (2012). Emotional labor and authentic leadership, Unpublished doctoral dissertation, Louisiana Tech University, Ruston.Chau, S. L., Dahling, J. J., Levy, P. E., and Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30(8), 1151-1163.Cheung, F. Y. L., and Tang, C. S. K. (2010). Effects of age, gender, and emotional labor strategies on job outcomes: Moderated mediation analyses. Applied Psychology: Health and Well‐Being, 2(3), 323-339. Cheung, F., and Wu, A. M. S. (2013). Emotional labour and successful ageing in the workplace among older Chinese employees. Aging & Society, 33(6), 1036–1051.Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes. Unpublished doctoral dissertation, Virginia Polytechnic Institute and State University, VirginiaChu, K. H. L., and Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.Cole, G. (2015). Emotional management in the workplace: Age and experience as key influences, Development and Learning in Organizations: An International Journal, 29(4), 31-33.Côté, S., and Morgan, L. M (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23(8), 947-962.Cottingham, M. D., Erickson, R. J., and Diefendorff, J. M. (2015). Examining men’s status shield and status bonus: How gender frames the emotional labor and job satisfaction of nurses. Sex Roles, 72(7-8), 377-389.Dahling, J. J., and Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574–578.Diefendorff, J. M., Croyle, M. H., and Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.Dursun, S., Bayram, N., ve Aytaç, S. (2011). Duygusal emeğin iş tatmini ve tükenme düzeyi üzerine etkisi, 17. Ulusal Ergonomi Kongresi, 14-16.Erickson, R. J. (2005). Why emotion work matters: Sex, gender, and the division of household labor. Journal of marriage and family, 67(2), 337-351.Erickson, R. J., and Ritter, C. (2001). Emotional labor, burnout, and inauthenticity: Does gender matter?. Social Psychology Quarterly, 64(2), 146-163.Ghalandari, K. and M. G. G. Jogh (2012), The effect of emotional labor strategies (surface acting and deep acting) on job satisfaction and job burnout in ıranian organizations: the role of emotional ıntelligence. Interdisciplinary Journal of Research in Business, 1(12), 24‐31.Goodwin, R.E., Groth, M., and Frenkel, S.J., (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior , 79 (2), 538– 548.Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.-110.Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal, 46(1), 86-96Hochschild, A. (1990). Ideology and emotion management: A perspective and path for future research. In T. D. Kemper (Ed.), Research agendas in the sociology of emotions (pp.117-142). Albany, N. Y: State University of New York Press.Hochschild, A. (1993). Preface. In S. Finemen (Ed.), Emotion in Organizations (p. xixiii). Newbury Park, CA: Sage Publication.Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American journal of sociology, 85(3), 551-575. Hochschild, A. R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.Hochschild, A. R.(1983). The Managed Heart: Commercialization of Human Feeling. Berkeley, CA: University of California Press. Kızanlıklı, M. (2014). Otel işletmelerinde duygusal emek öncüllerinin belirlenmesine yönelik bir araştırma.Yayımlanmamış doktora tezi,Gazi Üniversitesi,AnkaraKim, H. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27(2),151-161. Kruml, S. M., and Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management communication quarterly, 14(1), 8-49.Lee, H. J. (2016). Effects of public-service employee age and performance of emotional labor on job pride. Social Behavior and Personality: an international journal, 44(8), 1339-1348.Martinez-Inigo, D., Totterdell, P., Alcover, C.M., and Holman, D. (2007). Emotional labour and emotional exhaustion:Interpersonal and intrapersonal mechanisms,Work & Stress,21(1), 30-47.Morris, J. A., and Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.Savaş, A. C. (2012). İlköğretim okul müdürlerinin duygusal zekâ ve duygusal emek yeterliliklerinin öğretmenlerin iş doyumuna etkisi. Yayımlanmamış doktora tezi, Gaziantep Üniversitesi, Gaziantep.Schmidt, K. H., and Diestel, S. (2014). Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey. International journal of nursing studies, 51(11), 1450-1461.Seery, B. L., and Corrigall, E. A. (2009). Emotional labor: Links to work attitudes and emotional exhaustion. Journal of Managerial Psychology, 24(8), 797-813.Simon, R. W., and Nath, L. E. (2004). Gender and emotion in the United States: Do men and women differ in self-reports of feelings and expressive behavior?. American journal of sociology, 109(5), 1137-1176.Wharton, A. S. (1999). The psychosocial consequences of emotional labor. The Annals of the American Academy of Political and Social Science, 561(1), 158-176.Wharton, A. S., and Erickson, R. I. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of management Review, 18(3), 457-486.Yang, F. H., and Chang, C. C. (2008). Emotional labour, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey. International Journal of Nursing Studies, 45(6), 879-887.
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Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Original Research Articles |
| Authors | |
| Publication Date | November 30, 2019 |
| Submission Date | October 13, 2018 |
| Published in Issue | Year 2019 Volume: 22 Issue: 2 |
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