TY  - JOUR
T1  - AN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCE
TT  - DUYGUSAL EMEK, SATIŞ GÖRÜŞMESİ KAYGISI VE İŞ PERFORMANSI İLİŞKİSİ ÜZERİNE GÖRGÜL BİR ÇALIŞMA
AU  - Reyhanoglu, Metin
AU  - Balıkçıoğlu, Betül
PY  - 2019
DA  - April
DO  - 10.30798/makuiibf.523484
JF  - Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty
JO  - MAKU IIBFD
PB  - Burdur Mehmet Akif Ersoy University
WT  - DergiPark
SN  - 2149-1658
SP  - 183
EP  - 198
VL  - 6
IS  - 1
LA  - en
AB  - Emotional labor research has focused on employees'interactions with customers that is a significant part of organizational life.It is a fact that during this interactions emotions are regulated and managedby employees. Regulation of emotions produces positive outputs such asperformance improvement in terms of businesses, but also negative psychologicalconsequences such as anxiety in terms of employees. In this context the purposeof this empirical study is to investigate the effects of emotional laborstrategies, superficial and deep acting, on sales call anxiety (SCA) andperformance. The data was collected from 277 salespeople who worked in banksand automotive dealerships by using survey method. The research hypotheses weretested with structural equation model. The findings confirm that all scales,particularly SCA, are reliable and validate in Turkey. However, the resultsshow that the effect of emotional labor strategies on SCA are different. Whilesurface acting strategy has a positive effect on SCA, deep acting has anegative effect. Although the relationship between emotional laborstrategies and performance was not supported, it was found that SCA has anegative impact on the performance of salespeople. These findings have been basedon the literature and suggestions areprovided for future research and administrative applications.
KW  - Sales call anxiety
KW  - emotional labor
KW  - deep acting
KW  - surface acting
KW  - salespeople
N2  - Duygusal emekaraştırmaları, örgütsel yaşamın önemli bir bölümünü oluşturan çalışanlarınmüşterilerle olan etkileşimlerine odaklanmaktadır. Söz konusu etkileşimlerdeduyguların düzenlenerek yönetilmesi esastır. Duyguların düzenlenmesi,işletmeler açısından performans artışı gibi olumlu çıktılar üretirken;çalışanlar açısından da kaygı gibi olumsuz psikolojik sonuçlardoğurabilmektedir. Bu bağlamda bu araştırmanın amacı, duygusal emekstratejileri olan yüzeysel ve derin rol yapma ile satış görüşmesi kaygısıilişkisinin çalışanların iş performansı üzerindeki etkisini görgül olarakaraştırmaktır. Araştırmanın verileri, banka ve otomotiv bayilerinde çalışan 277satış elemanından anket tekniği kullanılarak toplanmıştır. Araştırmanınhipotezleri, yapısal eşitlik modellemesi kullanılarak test edilmiştir. Bulgular,araştırmada kullanılan tüm ölçeklerin, özellikle de satış görüşmesi kaygısınınTürkiye'de güvenilir ve geçerli olduğunu doğrulamaktadır. Analiz sonuçları,duygusal emek stratejilerinin satış görüşmesi kaygısı üzerindeki etkisininfarklı olduğunu göstermektedir. Yüzeysel rol yapma stratejisi satış görüşmesikaygısını azaltırken; derin rol yapma kaygıyı arttırmaktadır. Sonuçlar,duygusal emek stratejileri ile performans arasındaki ilişkiyi desteklemese de,satış görüşmesi kaygısının satış elemanlarının performansı üzerinde olumsuz biretkisi olduğunu göstermiştir. Söz konusu bulgular tartışılmış, gelecekteyapılacak araştırmalar ve yönetimsel uygulamalar için önerilerde bulunulmuştur.
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UR  - https://doi.org/10.30798/makuiibf.523484
L1  - https://dergipark.org.tr/en/download/article-file/704330
ER  -