Sağlık Personellerinde Duygusal Emeğin Öncülleri: İş Doyumu ve Örgütsel Özdeşleşme

Öz

Özellikle yüz yüze iletişimin olduğu sektörlerde duygusal emek konusu çalışanlardan beklenen bir davranıştır. Sağlık sektöründe çalışanların duygusal emek davranışları sunulan hizmetin kalitesinde etkili bir unsurdur. Bu çalışmanın amacı sağlık personelinin duygusal emek davranışı sergilemesinde iş doyumu ve örgütsel özdeşleşmenin etkili olup olmadığını ortaya koymaktır. Çalışmanın amacı doğrultusunda oluşturulan bir anket Ülkemizin Güneydoğu bölgesinde bulunan bir Üniversite hastanesinde çalışan 315 sağlık personeli ile yapılmıştır. Kolayda örneklem metodu ile gerçekleştirilen anket yüz yüze uygulanmıştır. Analizler sonucunda sağlık personelinin iş doyumu, örgütsel özdeşleşme ve duygusal emek düzeylerinin orta düzeyde olduğu görülmüştür. Çalışanların duygusal emek davranışlarından en çok doğal duygular sergilediği, en az ise yüzeysel rol yapma davranışı gösterdiği bulunmuştur. Çalışmada iş doyumu ve örgütsel özdeşleşmenin duygusal emeğe olumlu katkıda bulunduğu tespit edilmiştir. İş doyumunun duygusal emek boyutlarından derinden rol yapmayı pozitif bir şekilde etkilediği görülürken, yüzeysel rol yapma ve doğal davranışlar boyutları üzerinde anlamlı bir etkisinin olmadığı belirlenmiştir. Ayrıca çalışmada örgütsel özdeşleşmenin duygusal emeğe ait tüm alt boyutları pozitif bir şekilde etkilediği görülmüştür.

The Antecedents of Emotional Labor in Health Personnel: Job Satisfaction and Organizational Identification

Abstract

Emotional labor is an expected behavior from employees, especially in sectors with face-to-face communication. Emotional labor behavior of employees in the health sector is an effective factor in the quality of the service provided. The aim of this study is to reveal whether job satisfaction and organizational identification are effective in the emotional labor behavior of healthcare personnel. In line with the aim of the study, a survey was conducted with 315 healthcare personnel working in a university hospital in the Southeastern region of Turkey. The survey, which was carried out by convenience sampling method, was applied face to face. As a result of the analyses, it has been seen that the job satisfaction, organizational identification and emotional labor levels of the health personnel are at a moderate level. It has been found that the employees exhibit natural emotions the most and show superficial role-playing behavior the least among emotional labor behaviors. In the study, it has been determined that job satisfaction and organizational identification contribute positively to emotional labor. Job satisfaction has a positive effect on deep role-playing among the dimensions of emotional labor, while it has no significant effect on superficial role-playing and natural behaviors. In addition, it has been observed that organizational identification positively affects all sub-dimensions of emotional labor.

Keywords

• Emotional Labor
• Job Satisfaction
• Organizational Identification

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