To Examine Relationship Between Job Satisfaction, Emotional Exhaution and Emotional Laboring

Yıl 2015, Cilt: 15 Sayı: 1, 127 - 140, 01.02.2015

Cengiz Mengenci

Öz

The current study seeks to investigate the relationship between emotional labor, emotional exhaustion and job satisfaction based on emotional regulation theory, emotion regulation theory and conservation of resources theory in service sector. The study was conducted using a survey method of 438 teachers in Yalova. The results confirmed the fact that workers with high job satisfaction would prefer to use more deep and geniune acting but less surface acting when they serve to customer. And also, Structural Equation Modelling analysis results show that there is a positive linear regression relationship between emotional burnout and surface acting. It means when workers suffer from emotional burnout, they may treat to the customer with fake emotional behaviour. Lastly, it was found that job satisfaction has a mediating effect between emotional burnout and emotional laboring. If workers with high job satisfaction suffer from emotional burnout, they may try to reduce the emotional burnout negative effect on their service behaviour

Anahtar Kelimeler

Job satistisfaction, emotional exhaustion, emotional laboring

İş Tatmini, Duygusal Emek ve Tükenmişlik İlişkilerinin Belirlenmesi

Öz

Bu çalışma kapsamında hizmet sektöründe çalışanların zaman zaman karşılaştıkları tükenmişlik sendromunun duygusal emekleri üzerindeki etkilerinin ve iş tatmini kavramının bu iki kavram arasında oynadığı rolün duygu regülasyon teorisi, kazanımların korunumu teorisi ve duygusal olaylar teorisi temel alınarak belirlenmesi amaçlanmıştır. Çalışmadan elde edilen bilgiler iş tatmini yüksek olan çalışanların daha çok derin davranış ve doğal davranışlarla müşteri hizmetini gerçekleştirdiği buna karşın daha az yüzeysel davranış tercih ettikleri sonucuna varılmıştır. Bunun yanında duygusal tükenme sendromu yaşayan çalışanın müşteriye hizmet verirken daha çok yüzeysel davranış sergilemesi söz konusudur. Son olarak çalışmadan elde edilen sonuçlara göre; iş tatmininin yüzeysel davranış ile duygusal tükenme arasında yarı (partial mediating effect) aracı etkisinin olduğu, derin ve doğal davranışlar ile duygusal tükenme arasında ise tam (full mediating effect) aracı etkisinin olduğunu belirlenmiştir. Bu sonuçlar yüksek iş tatminine sahip çalışanların duygusal tükenme sendromu yaşadıklarında, bu sendromun olumsuz etkisinin örgüt amaçları için kullandıkları duygusal sermayelerine yansıtmayacakları anlamına gelebilecektir

Anahtar Kelimeler

İş tatmini, duygusal tükenme, duygusal emek

Kaynakça

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