NEW APPROACHES OF EMOTIONAL LABOR PROCESSES IN THE MODERN ORGANIZATIONS

Year 2019, Volume: 3 Issue: 5, 163 - 178, 28.02.2019

Hale Nur Güler , Akın Marşap

https://doi.org/10.30520/tjsosci.509891

Abstract

Emotional labor, known as managed emotions, is exhibited in the face of communication with the service areas in order to adapt to the rules that the organizations have stated. The aim of emotional labor in this study is that organizations can be understood better in terms of employees. The literature survey for this purpose has provided emotional labor approaches, emotional labor dimensions, and the results of emotional labor. In the light of the obtained information; "Concept and concept of emotional labor" was interpreted in order to extract, evaluate, develop and correctly apply the first output in terms of a certain limited view in 1981, in a broader angle of 360 ° in modern business life. Thus, contemporary business organizations are expected to provide more humanitarian work conditions, realistic business relationships and a satisfying work environment, as well as increased productivity, quality, creativity and innovation.

Keywords

Emotional Labor, Rules of Emotional Labor, Emotional Labor Approaches, Emotional Labor Process, Modern Organizations

References

• Abraham, R. (1998). "Emotional Dissonance In Organizations: A Conceptualization Of Consequences, Media-tors And Moderators", Lidership & Organizational Development Journal, vol. 19, no. 3, p.137.Altın Gülova, A. and Palamutçuoğlu, B.T. (2013). "The Role of Relative Support between Emotional Labor and Commitment to Work: A Research for the University Student Affairs Personnel", Dokuz Eylül University, İİBF, vol. 28, number 2.Ashforth, B. E. and Humphrey, Ronald, H. (1993). “Emotional Labor In Service Roles: The Influence Of Identification”, Academy Of Management, vol. 18, p.89.Approval, M. (2011). "The Emotional Intelligence and the Emotional Strength of the Employee and Their Impact on Contextual Performance", Ege Academic View, no.4, p.589.Bakker, A. B. and Demerouti, E. (2007). “The Job Demands-Resources Model: State Of The Art”, Journal Of Managerial Psychology, vol. 22, pp. 309-328.Bayrakçı, E. (2017). “Interaction Of Emotional Labor And Organizational Commitment: A Phenomenology Research From Bank Employees”, Journal Of Current Resarches On Business And Economics, vol.7.issue.2.s.566-589.Beğenirbaş, M. and Yalçın Can, R. (2012). "The Effects of Teacher's Personality Attributes on Emotional Labor Demonstration", Çağ University Journal of Social Sciences, No. 9, June.Brotheridge, C.M. and Lee, R.T. (2003), “Development And Validation Of The Emotional Labor Scale”, Journal Of Occupational And Organizational Psychology, vol. 76, no. 3, pp. 365-79.Chang, H.Y. (2011). "Restaurant Service Providers Emotional Labor: The Antecedents And Effects On Emplo-yees Intention To Leave", Purdue University, West Lafayette, Indiana.Cheng, C. Bartram, T. Karimi, L. and Leggat, S.G. (2013). "The Role Of Team Climate In The Management Of Emotional Labor: Implications For Nurse Retention", Journal of Advanced Nursing, vol. 69 (12), pp. 2812-2825.Diefendorff, J.M.ve Gosserand, R.H. (2003). “Understanding The Emotional Labor Process: A Control Theory Perspective”, Journal Of Organizational Behaviour, vol.11.Duran E. ve Gümüş, M. (2013). “Turizm Lisans Öğrencilerinin Duygusal Emek Deneyimlerinin Kariyer Tercihlerine Etkileri”, Dokuz Eylül Üniversitesi Sosyal Bilimler Dergisi, cilt.15, s.237.Grandey, A.A. (2000). “Emotion Regulation In Workplace: A New Way To Conceptualize Emotional Labor”, Journal of Occupational Health Psychology, vol. 5, no. 1, p.5.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, vol. 46 (1), pp. 86-96.Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). "The Customer Is Not Always Right: Customer Aggression And Emotion Regulation Of Service Employees", Journal of Organizational Behavior, vol. 25 (3), pp. 397-418.Grandey, A. A., Diefendorff, J. M. and Rupp, D.E. (2013). "Bringing Emotional Labor Into Focus: A Review And Integration Of Three Research Lenses, Emotional Labor In The 21st Century" by Taylor And Francis, New York.Gray, B. (2012). Face To Face With Emotions In Health And Social Care, Springer, London.Güler, H.N. (2018). “Kişilik, Örgütsel Güven Ve Bağlılığın Duygusal Emeğe Etkileri İle İşten Ayrılma Niyeti Arasındaki İlişkinin Belirlenmesine Yönelik Bir Araştırma”, İstanbul Aydın Üniversitesi Sosyal Bilimler Enstitüsü, Doktora Tezi, s.188.Güngör, M. (2009). "Emotional Labor Concept: Process and Results", Public Works, issue 1, pp. 172-173.Güngör Delen M. (2017). Emotional Labor & Tinsel Emek, Türkmen Bookstore, Istanbul.Hall, T.H. (2015). Emotional Diplomacy: Official Emotion On The International Stage, Cornell University Press, London, p.22.Hennig-Thurau, T., Groth, M., Paul, M., and Gremler, D. D. (2006). "Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships, "Journal of Marketing, vol. 70, pp. 58-73.Hochschild, A. (1979). “Emotion Work, Feeling Rules and Social Structure”, American Journal of Sociology, vol. 85, pp. 515-575.Hochschild, A. (2003). The Managed Hearth of Commercialization of Human Feeling, University of California Press, London.Hsieh, C.W. (2009). Emotional Labor in Public Service Roles: A Model of Dramaturgical And Dispositional Approaches, (Unpublished PhD Thesis), Florida State University.James, N. (1993). “Divisions Of Emotional Labor: Disclosure And Cancer, In S. Fineman (Ed.), Emotion In Organizations”, pp. 94-117. London, Sage.Kaya, U. and Serçeoglu, N. (2013). "Alienation to Work in Emotion Workers: A Research in the Service Sector", Labor and Society, issue 1, p.317.Koys, D. J. (2001). "The Effects of Employee Satisfaction, Organizational Citizenship Behavior And Turnover On Organizational Effectiveness: A Unit-Level, Longitudinal Study", Personnel Psychology, vol. 54 (1), pp. 101-114.Köse, S. Oral, L. and Türesin, H. (2011). "A Research in the Health Sector on the Relation of Emotional Labor Behaviors to Burnout Levels of Occupants", Journal of Business Administration, p.170.Mark, A. (2005). "Emotion In Healthcare Organization", Journal Of Health Organization And Management, Emerald Group Publishing Limited.Maslach, C. and Jackson, S.E. (1981). The Measurement Of Experimental Burnout, Journal Of Occupational Behavior, vol. 2, pp.99-113.Mastracci, S.H. Guy, M.E. and Newman, M.A. (2014). "Emotional Labor And Crisis Response: Working On The Razor's Edge", Taylor And Francis, London And New York.Morris, J.A. Feldman, D.C. (1996). “The Dimension, Antecedents And Consequences Of Emotional Labor”, Academy Of Management Journal, p.17.Özgen, I. (2010). Emotional Labor in Tourism Enterprises, Detay Publishing.Pala, T. and Surgevil, O. (2016). "Emotional Labor Scale: Scale Development, Reliability and Validity Study", Aegean Academic View, vol.16, no.4, pp.773-787.Pugliesi, K. (1999). "The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction And Well-Being", Motivation And Emotion, vol. 23 (2), p.130.Saks, K. (1990). "Does It Pay To Care? Circles Of Care: Work And Identity In Women's Lives”, Suny Press, New York, pp. 111-136.Smith, P. (1992). The Emotional Labor Of Nursing. London: Macmillan.Tasi, W. and Huang, Y. (2002). “Mechanisms Linking Employee Affective Delivery And Customer Behavioral Intentions”; Journal Of Applied Psychology, pp. 160-169.Theodosius, C. (2008). Emotional Labor In Healthcare: The Unmanaged Hearth Of Nursing, Routledge, New York.Totterdell, P., and Holman, D. (2003). “Emotion Regulation In Customer Service Roles: Testing A Model Of Emotional Labor", Journal Of Occupational Health Psychology, vol.8 (1), pp.55-73.Xiao-Yu, L. Ho, K. K., Long, Z.W. and Xiao, M.Z. (2016). "Emotional Labor and Family Quality: The Role of Work-Family Positive Spillover", The International Journal of Human Resource Management, pp.1-26.War, A.C. (2012). "The Impact of School Managers 'Emotional Intelligence and Emotional Labor Qualifications on the Level of Teachers' Job Satisfaction", Dumlupınar University Journal of Social Sciences, p.57.Yıldırım, M. H. and Erul, E.E. (2013). "The Impact of Emotional Labor Behavior on the Level of Burnout of Occupants", Journal of Organization and Management Sciences, vol.5, no.1, p.92.Yin, H. and Lee, J.C.K. (2012). "Be Passionate, But Be Rational As Well: Emotional Rules For Chinese Teachers Education, vol.28, s.56-65.