The Effect of Cultural Intelligence Level on Emotional Labor in A Multicultural Environment

Yıl 2019, 18. UİK Özel Sayısı, 719 - 740, 31.08.2019

Deniz Devrim Taşdemir , Hülya Gündüz Çekmecelioğlu , İbrahim Yıkılmaz

https://doi.org/10.26466/opus.584460

Cited By: 6

Öz

Various technological advances and changes in the way of doing business
have created multicultural working environments and the need for human
resources being compatible with this environment. The purpose of the study is
to examine the relationship between cultural intelligence and emotional labour
and 101 participants working in a multicultural organization were analyzed.
According to the results,  CQ has a
positive effect on the emotional labor behavior of the members of the
organization, the metacognitive CQ affects the surface acting behavior
negatively and affects deep acting and genuine acting dimensions positively and
behavioral CQ affects surface acting, deep acting and genuine acting
positively. The results of the research show that in multicultural environment,
especially the level of cultural intelligence plays a very important role in
the management of emotions and the emotions desired by the organization. Taking
into consideration the results obtained by decision makers is important in
terms of effective management of strategic human resources. 

Anahtar Kelimeler

Cultural intelligence, Emotional labor, Multicultural environment

Çok Kültürlü Ortamda Çalışanların Kültürel Zekâ Düzeylerinin Duygusal Emek Gösterimlerine Etkisi

Öz

Çeşitli teknolojik
ilerlemeler ve iş yapma şekillerindeki değişimler, çok kültürlü çalışma
ortamını oluşturmuş ve bu ortamın gerektirdiği tutum ve davranışları sergileme
yeteneği olarak tanımlanan kültürel zeka ve çalışan performansını belirleyen
diğer önemli unsur olan duygusal emek arasında ki ilişki çok kültürlü bir örgüt
yapısına sahip çalışma ortamında yer alan 101 katılımcı üzerinde incelenmiştir.
Sonuçlar incelendiğinde; kültürel zekânın örgüt üyelerinin duygusal emek
davranışını pozitif yönde etkilediği, üst bilişsel zeka bileşeninin duygusal
emeğin yüzeysel rol yapma davranışını negatif, derin davranış ve doğal (samimi)
davranış boyutunu pozitif yönde etkilediği, kültürel zekanın alt boyutlarından
davranışsal kültürel zekanın, yüzeysel davranış, derin davranış ve doğal
(samimi) davranışı pozitif yönde etkilediğini göstermektedir. Araştırma
sonuçları, çok kültürlü ortamda özellikle üyelerin kültürel zeka düzeyinin
duyguların yönetiminde ve örgüt tarafından istenen duyguların gösterilmesinde
çok önemli bir rol oynadığını göstermektedir. Üst düzey yöneticiler tarafından
gerek üyelerin kültürel zekâsının gerekse duygusal emek gösteriminin dikkate
alınmasının stratejik insan kaynağının etkin yönetimi açısından önemli olduğu
değerlendirilmektedir.

Anahtar Kelimeler

Kültürel zeka, duygusal emek, çok kültürlü çalışma ortamı

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