Research Article
BibTex RIS Cite

Duygusal Emek Kişilik Özellikleri ile İlişkili mi? Otel Çalışanları Üzerine Bir Araştırma

Year 2019, Volume: 21 Issue: 1, 257 - 267, 20.03.2019
https://doi.org/10.32709/akusosbil.508600

Abstract

Bu araştırmanın amacı, otel çalışanlarının kişilik
özelliklerinin sergiledikleri duygusal emek ile ilişkisini
belirleyebilmektedir. Bu kapsamda Bodrum’da faaliyet gösteren beş yıldızlı otel
işletmelerindeki 402 çalışanlarına anket uygulanmıştır. Çalışanların kişilik
özellikleri beş faktör kişilik envanteri çerçevesinde betimlenmiştir. Buna göre
en yüksek ortalama, gelişime açıklık boyutunda, en düşük ortalama ise
nevrotiklik boyutunda hesaplanmıştır. Çalışanların sergiledikleri duygusal emek
ise duygusal çelişki ve duygusal çaba olmak üzere iki boyutta ölçülmüştür. Otel
çalışanlarının duygusal çabaları duygusal çelişki boyutuna göre daha yüksek
hesaplanmıştır. Araştırma bulgularına göre, kişiliğin öz disiplin, uyumluluk ve
nevrotiklik boyutları ile duygusal emeğin duygusal çelişki ve duygusal çaba
boyutları arasında, gelişime açıklık ile yalnızca duygusal çaba boyutu arasında
düşük kuvvette anlamlı ilişkiler tespit edilmiştir. Dışadönüklük boyutu ile
duygusal emek arasında anlamlı bir ilişki bulunamamıştır.

References

  • Aslan, Z. ve Sağlam Arı, G. (2018). “Kişilik Ve Duygusal Emek Arasındaki İlişkilerin Belirlenmesi Üzerine Bir Araştırma: Banka Çalışanları Örneği”. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 30, 157-171.
  • Avcı, U., ve Boylu, Y. (2008). “Türk turizm çalışanları için duygusal emek ölçeği geçerlemesi.” Seyahat ve Otel İşletmeciliği Dergisi, 7(2), 20-29.
  • Barrick, M. R. ve Mount, M. K. (2000). Select on Conscientiousness and Emotional Stability, Handbook of Principles of Organizational Behavior. 2. Baskı, United Kingdom, A John Wiley and Sons Ltd. Yayınları.
  • Barrick, M.R. ve Mount,M.K. (2003). “Meta-Analysis of the Relationship Between the Five Factor Model of persOnality and Holland’s Occupational Types,” Personnel Psychology, 56, 45-74Basım, N.,
  • Beğenirbaş, M. ve Can Yalçın, R. (2013). “Effects of Teacher Personalities on Emotional Exhaustion: Mediating Role of Emotional Labor”, Educational Sciences: Theory&Practice, 13(3),1488-1496.Begenirbaş, M. Ve Can Yalçın, R. (2012). “Öğretmenlerin Kişilik Özelliklerinin Duygusal Emek Gösterimlerine Etkileri.” Çag University Journal of Social Sciences, 9(1), 1-19
  • Benet-Martínez, V. ve John, O.P. (1998). “Los Cinco Grandes Across Cultures and Ethnic Groups: Multitrait Multimethod Analysis of The Big Five in Spanish and English.” Journal of Personality and Social Psychology, 75, 729-750
  • Brotheridge, C. M. ve Grandey, A. A. (2002). “Emotional Labor and Burnout: Comparing Two Perspectives of People Work”. Journal of Vocational Behavior, 60 (1): 17-39.
  • Chu, K.H.L., ve Murrmann, S.K. (2006). “Development and validation of the hospitality emotional labor scale”. Tourism Management, 27(6), 1181–1191.
  • Costa, P.T. ve McCrae, R.R.(1995). “Domains and Facets: Hiyerarchical Personality Assessment Using the Revised NEO Personality Inventory”. Journal of Personality Assessment, 64(1), 21-50.
  • Costa, P.T., McCrae, R.R. ve Dye, D.A. (1991).” Facet Scales for Agreeableness and Conscientiousness; a Revision of the NEO Personality Inventory.” Personality and Individual Differences, (12)9, 887-898.
  • Deniz, G. (2016). “Kişilik ve Sosyalizasyonun Duygusal Emek Üzerindeki Etkisi: Butik Otel Örneği.” Anatolia: Turizm Araştırmaları Dergisi, 27 (2), 273 – 289.
  • Diefendorff, J.M, Croyle, M.H., ve Gosserand, R.H. (2005). “The Dimensionality and Antecedents of Emotional Labor Strategies”. Journal of Organizational Behavior, 66, 339-357.
  • Doğan, T. (2013). “Beş Faktör Kişilik Özellikleri ve Öznel İyi Oluş.” Doğuş Üniversitesi Dergisi, 14(1), 56-64.Eighie, B.O., Oguntuase, R.O., Ibode, F.O. ve Ehigie, R.I. (2012). “Personality Factors And Emotional Intelligence As Predictors Of Frontline Hotel Employees’ Emotional Labour”. Global Advanced Research Journal Of Management And Business Studies, 1(9), 327-338.
  • Ellis, A., Abrams, M., ve Abrams, L. (2009). Personality Theories: Critical Perspectives. Thousand Oaks, CA: Sage.
  • Grandey, A. (2000).” Emotion regulation in the workplace: A new way to conceptualize emotional labor”. Journal of Occupational Health Psychology, 5(1), 95–110.
  • Gürsoy, D., Boylu, Y., ve Avcı, U. (2011). “Identifying the Complex Relationships Among Emotional Labor and its Correlates”. International Journal of Hospitality Management, 30(4), 783-794.
  • Hochschild, A.R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.
  • John, O. P., Donahue, E. M., ve Kentle, R. L. (1991). The Big-Five Inventory-Version 4a and 54. Berkeley, CA: Berkeley Institute of Personality and Social Research, University of California.
  • Judge, T. A., Woolf, E. F. ve Hurst, C. (2009). “Is Emotional Labor More Difficult For Some Than For Others? A Multilevel, Experience‐Sampling Study”. Personnel Psychology, 62(1): 57-88.
  • Karatepe, O. M. ve Aleshinloye, K. D. (2009). “Emotional Dissonance and Emotional Exhaustion among Hotel Employees in Nigeria”. International Journal of Hospitality Management, 28 (3): 349-358.
  • Keleş, Y. (2014). Örgütsel Adaletin Duygusal Emek Üzerindeki Etkisi: Antalya’daki Beş Yıldızlı Otel İşletmelerinde Bir Araştırma. (Yayınlanmamış Doktora Tezi). Gazi Üniversitesi Eğitim Bilimleri Enstitüsü, Ankara.
  • Kim, H.J. (2008). “Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout.” International Journal of Hospitality Management, 27(2): 151-161.
  • Liu, Y., Perrewé, P. L., Hochwarter, W. A. ve Kacmar, C. J. (2004). “Dispositional Antecedents and Consequences of Emotional Labor at Work”. Journal of Leadership & Organizational Studies, 10(4): 12-25McAdams, D.P. (2008). The person: An introduction to the science of personality psychology (5. Baskı). New Jersey: Wiley.
  • McCrae, R.R. ve Costa, P.T. (1987). “Validation of the five-factor model of personality across ınstruments and observers.” Journal of Personality and Social Psychology, 52(1), 81-90.
  • McCrae, R.R. ve Costa, P. (1991) “ Adding Liebe und Arbeit: The Full Five-Factor Model and Well-Being”. Personality and Social Psychology Bulletin, 17(2), 227-232.
  • Morris, J.A., ve Feldman D.C. (1996). “The dimensions, antecedents, and consequences of emotional labor.” Academy of Management Review, 21, 986–1010.
  • Pelit, E., Türkmen, F. ve Yarmacı, N. (2010). “Turizm Sektöründeki İşgörenlerin Kişilik Özelliklerini Değerlendirmeye Yönelik Bir Araştırma”. Sosyal ve Beşeri Bilimler Dergisi, 2(1), 9-16.
  • Robbins, S.P., DeCenzo, D.A. ve Coulter, M. (2013). Fundementals of Management. UK: Pearson.
  • Schultz, D.P. ve Schultz, S.E. (2009). Theories of Personality. Wadsworth Publishing.
  • Sekerka, L.E. ve Fredrickson, B. L. (2010). Working positively toward transformative cooperation. P.Alex Linley, Susan Harrington, & Nicola Garcea (Ed.), içinde Oxford handbook of positive psychology and work, (ss. 81-94). New York: Oxford University Press.
  • Sohn, H.-K., ve Lee, T.J. (2012). “Relationship Between HEXACO Personality Factors and Emotional Labour of Service Providers in the Tourism Industry.” Tourism Management, 33, 116-125.
  • Somer, O., Korkmaz, M. ve Tatar, A. (2002). “Beş Faktör Kişilik Envanterinin Geliştirilmesi-1: Ölçek ve Alt Ölçeklerin Oluşturulması”. Türk Psikoloji Dergisi, 17(49), 21-33.
  • Spector, P.E., Zapf, D., Chen, P.Y. ve Frese, M. (2000). “Why Negative Affectivity Should Not Be Controlled in Job Stress Research: Don’t Throw Out the Baby with the Bath Water”. Journal of Organizational Behavior, 21(1): 79–95
  • Tan, H.H., Foo, M.D., Chong, C.L. ve Renee, N.G. (2003). “Situational And Dispositional Predictors Of Displays Of Positive Emotions”. Journal Of Organizational Behavior, 24,961-978.
  • Vecchio, R. P. (1991). Organizational behavior. USA: The Dryden.
  • Smith, E.E., Nolen-Hoeksema, S., Fredricson, B., Loftus, G.R., Bem, D.J. ve Maren, S. (2012). Introduction to psychology (14. Baskı). Ankara: Arkadaş Yayınları.
  • Watson, D. ve Clark, L.A. (1997). Extraversion and its positive emotional core. R. Hogan, S. Briggs ve J.Johnson (Ed.). Handbook of personality psychology içinde (s.767-793). San Diego: Academic Press.

Is Emotional Labor Related With Personality Traits? A Research on Hotel Employees

Year 2019, Volume: 21 Issue: 1, 257 - 267, 20.03.2019
https://doi.org/10.32709/akusosbil.508600

Abstract

The purpose of this study is to
determine the relationship between the personality traits and the emotional
labor of the hotel employees. In this context, 402 employees in five star
hotels operating in Bodrum were surveyed. The personality traits of the
employees are described within the framework of the five factor personality
inventory. According to this, the highest mean was calculated in the dimension
of openness to development and the lowest mean in the neuroticism dimension.
Emotional effort displayed by the employees was measured in two dimensions:
emotional conflict and emotional effort. Emotional efforts of hotel employees were
calculated higher than the emotional conflict dimension. According to the
findings of the study, emotional conflict has significant medium-negative
correlation with conscientiousness and agreeableness dimensions of personality;
low negative correlation with extraversion and low positive correlation with
neuroticism. Significant low-positive relationships were found between
emotional effort and conscientiousness, agreeableness, openness and neuroticism
dimensions of personality. Simple linear regression analyzes show that
emotional conflict decreases especially conscientiousness and agreeableness as
neuroticism increases.

References

  • Aslan, Z. ve Sağlam Arı, G. (2018). “Kişilik Ve Duygusal Emek Arasındaki İlişkilerin Belirlenmesi Üzerine Bir Araştırma: Banka Çalışanları Örneği”. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 30, 157-171.
  • Avcı, U., ve Boylu, Y. (2008). “Türk turizm çalışanları için duygusal emek ölçeği geçerlemesi.” Seyahat ve Otel İşletmeciliği Dergisi, 7(2), 20-29.
  • Barrick, M. R. ve Mount, M. K. (2000). Select on Conscientiousness and Emotional Stability, Handbook of Principles of Organizational Behavior. 2. Baskı, United Kingdom, A John Wiley and Sons Ltd. Yayınları.
  • Barrick, M.R. ve Mount,M.K. (2003). “Meta-Analysis of the Relationship Between the Five Factor Model of persOnality and Holland’s Occupational Types,” Personnel Psychology, 56, 45-74Basım, N.,
  • Beğenirbaş, M. ve Can Yalçın, R. (2013). “Effects of Teacher Personalities on Emotional Exhaustion: Mediating Role of Emotional Labor”, Educational Sciences: Theory&Practice, 13(3),1488-1496.Begenirbaş, M. Ve Can Yalçın, R. (2012). “Öğretmenlerin Kişilik Özelliklerinin Duygusal Emek Gösterimlerine Etkileri.” Çag University Journal of Social Sciences, 9(1), 1-19
  • Benet-Martínez, V. ve John, O.P. (1998). “Los Cinco Grandes Across Cultures and Ethnic Groups: Multitrait Multimethod Analysis of The Big Five in Spanish and English.” Journal of Personality and Social Psychology, 75, 729-750
  • Brotheridge, C. M. ve Grandey, A. A. (2002). “Emotional Labor and Burnout: Comparing Two Perspectives of People Work”. Journal of Vocational Behavior, 60 (1): 17-39.
  • Chu, K.H.L., ve Murrmann, S.K. (2006). “Development and validation of the hospitality emotional labor scale”. Tourism Management, 27(6), 1181–1191.
  • Costa, P.T. ve McCrae, R.R.(1995). “Domains and Facets: Hiyerarchical Personality Assessment Using the Revised NEO Personality Inventory”. Journal of Personality Assessment, 64(1), 21-50.
  • Costa, P.T., McCrae, R.R. ve Dye, D.A. (1991).” Facet Scales for Agreeableness and Conscientiousness; a Revision of the NEO Personality Inventory.” Personality and Individual Differences, (12)9, 887-898.
  • Deniz, G. (2016). “Kişilik ve Sosyalizasyonun Duygusal Emek Üzerindeki Etkisi: Butik Otel Örneği.” Anatolia: Turizm Araştırmaları Dergisi, 27 (2), 273 – 289.
  • Diefendorff, J.M, Croyle, M.H., ve Gosserand, R.H. (2005). “The Dimensionality and Antecedents of Emotional Labor Strategies”. Journal of Organizational Behavior, 66, 339-357.
  • Doğan, T. (2013). “Beş Faktör Kişilik Özellikleri ve Öznel İyi Oluş.” Doğuş Üniversitesi Dergisi, 14(1), 56-64.Eighie, B.O., Oguntuase, R.O., Ibode, F.O. ve Ehigie, R.I. (2012). “Personality Factors And Emotional Intelligence As Predictors Of Frontline Hotel Employees’ Emotional Labour”. Global Advanced Research Journal Of Management And Business Studies, 1(9), 327-338.
  • Ellis, A., Abrams, M., ve Abrams, L. (2009). Personality Theories: Critical Perspectives. Thousand Oaks, CA: Sage.
  • Grandey, A. (2000).” Emotion regulation in the workplace: A new way to conceptualize emotional labor”. Journal of Occupational Health Psychology, 5(1), 95–110.
  • Gürsoy, D., Boylu, Y., ve Avcı, U. (2011). “Identifying the Complex Relationships Among Emotional Labor and its Correlates”. International Journal of Hospitality Management, 30(4), 783-794.
  • Hochschild, A.R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.
  • John, O. P., Donahue, E. M., ve Kentle, R. L. (1991). The Big-Five Inventory-Version 4a and 54. Berkeley, CA: Berkeley Institute of Personality and Social Research, University of California.
  • Judge, T. A., Woolf, E. F. ve Hurst, C. (2009). “Is Emotional Labor More Difficult For Some Than For Others? A Multilevel, Experience‐Sampling Study”. Personnel Psychology, 62(1): 57-88.
  • Karatepe, O. M. ve Aleshinloye, K. D. (2009). “Emotional Dissonance and Emotional Exhaustion among Hotel Employees in Nigeria”. International Journal of Hospitality Management, 28 (3): 349-358.
  • Keleş, Y. (2014). Örgütsel Adaletin Duygusal Emek Üzerindeki Etkisi: Antalya’daki Beş Yıldızlı Otel İşletmelerinde Bir Araştırma. (Yayınlanmamış Doktora Tezi). Gazi Üniversitesi Eğitim Bilimleri Enstitüsü, Ankara.
  • Kim, H.J. (2008). “Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout.” International Journal of Hospitality Management, 27(2): 151-161.
  • Liu, Y., Perrewé, P. L., Hochwarter, W. A. ve Kacmar, C. J. (2004). “Dispositional Antecedents and Consequences of Emotional Labor at Work”. Journal of Leadership & Organizational Studies, 10(4): 12-25McAdams, D.P. (2008). The person: An introduction to the science of personality psychology (5. Baskı). New Jersey: Wiley.
  • McCrae, R.R. ve Costa, P.T. (1987). “Validation of the five-factor model of personality across ınstruments and observers.” Journal of Personality and Social Psychology, 52(1), 81-90.
  • McCrae, R.R. ve Costa, P. (1991) “ Adding Liebe und Arbeit: The Full Five-Factor Model and Well-Being”. Personality and Social Psychology Bulletin, 17(2), 227-232.
  • Morris, J.A., ve Feldman D.C. (1996). “The dimensions, antecedents, and consequences of emotional labor.” Academy of Management Review, 21, 986–1010.
  • Pelit, E., Türkmen, F. ve Yarmacı, N. (2010). “Turizm Sektöründeki İşgörenlerin Kişilik Özelliklerini Değerlendirmeye Yönelik Bir Araştırma”. Sosyal ve Beşeri Bilimler Dergisi, 2(1), 9-16.
  • Robbins, S.P., DeCenzo, D.A. ve Coulter, M. (2013). Fundementals of Management. UK: Pearson.
  • Schultz, D.P. ve Schultz, S.E. (2009). Theories of Personality. Wadsworth Publishing.
  • Sekerka, L.E. ve Fredrickson, B. L. (2010). Working positively toward transformative cooperation. P.Alex Linley, Susan Harrington, & Nicola Garcea (Ed.), içinde Oxford handbook of positive psychology and work, (ss. 81-94). New York: Oxford University Press.
  • Sohn, H.-K., ve Lee, T.J. (2012). “Relationship Between HEXACO Personality Factors and Emotional Labour of Service Providers in the Tourism Industry.” Tourism Management, 33, 116-125.
  • Somer, O., Korkmaz, M. ve Tatar, A. (2002). “Beş Faktör Kişilik Envanterinin Geliştirilmesi-1: Ölçek ve Alt Ölçeklerin Oluşturulması”. Türk Psikoloji Dergisi, 17(49), 21-33.
  • Spector, P.E., Zapf, D., Chen, P.Y. ve Frese, M. (2000). “Why Negative Affectivity Should Not Be Controlled in Job Stress Research: Don’t Throw Out the Baby with the Bath Water”. Journal of Organizational Behavior, 21(1): 79–95
  • Tan, H.H., Foo, M.D., Chong, C.L. ve Renee, N.G. (2003). “Situational And Dispositional Predictors Of Displays Of Positive Emotions”. Journal Of Organizational Behavior, 24,961-978.
  • Vecchio, R. P. (1991). Organizational behavior. USA: The Dryden.
  • Smith, E.E., Nolen-Hoeksema, S., Fredricson, B., Loftus, G.R., Bem, D.J. ve Maren, S. (2012). Introduction to psychology (14. Baskı). Ankara: Arkadaş Yayınları.
  • Watson, D. ve Clark, L.A. (1997). Extraversion and its positive emotional core. R. Hogan, S. Briggs ve J.Johnson (Ed.). Handbook of personality psychology içinde (s.767-793). San Diego: Academic Press.
There are 37 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Yasin Keleş 0000-0002-6879-448X

Publication Date March 20, 2019
Submission Date January 4, 2019
Published in Issue Year 2019 Volume: 21 Issue: 1

Cite

APA Keleş, Y. (2019). Duygusal Emek Kişilik Özellikleri ile İlişkili mi? Otel Çalışanları Üzerine Bir Araştırma. Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 21(1), 257-267. https://doi.org/10.32709/akusosbil.508600

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.


Please Click for all Issues of the Journal.