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Duygusal Emeğin Mesleki Stres ve İşe Adanmışlık Üzerindeki Etkisi: Tur Rehberleri Üzerinde Bir Araştırma

Year 2018, Volume: 6 Issue: ICEESS’ 18, 103 - 111, 15.12.2018

Abstract

Bu çalışmada duygusal emeğin mesleki stres ve işe adanmışlık üzerindeki etkilerini ve mesleki stresin duygusal emek ve işe adanmışlık arasında aracı bir rolü olup olmadığını incelemeyi amaçlamıştır. Araştırmanın kapsamını hali hazırda profesyonel olarak tur rehberliği yapmakta olan kişiler oluşturmaktadır. Araştırma sonucunda duygusal emek boyutlarından olan derin davranış ve işe adanmışlık arasındaki ilişkide olumlu mesleki stresin aracırol oynadığı tespit edilmiştir. Buna karşılık yüzeysel davranış ve işe adanmışlık arasında anlamlı hiçbir ilişki bulunamamıştır. Yüzeysel davranışın olumlu mesleki strese de hiçbir katkısı yoktur. Olumsuz mesleki stresin de aynı şekilde işe adanmışlıkla anlamlı bir ilişkisi bulunmamaktadır. Ayrıca medeni duruma göre yalnızca derin davranış açısından anlamlı bir farklılık tespit edilmiştir. Buna göre evli tur rehberlerinin derin davranış ortalaması bekarların ortalamasından daha yüksek olarak gerçekleşmiştir.

References

  • Akdu, U., & Akdu, S. (2016). Duygusal Emek ve İş Stresinin Tükenmişlik Üzerindeki Etkileri: Profesyonel Turist Rehberleri Üzerinde Bir Araştırma. Journal of International Social Research, 9(47).
  • Antoniou, A. S., Polychroni, F. & Vlachakis, A. N. (2006). Gender and age differences in occupational stress and professional burnout between primary and high-school teachers in Greece. Journal of Managerial Psychology, 21(7), 682-690.
  • Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.Aydın, Ş. (2004). Örgütlerde Stres Yönetimi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 6(3).
  • Bakker, A. B., Schaufeli, W. B., Leiter, M. P. & Taris, T. W. (2008). Work engagement: An emerging concept in occupational health psychology. Work & Stress, 22(3), 187-200.
  • Bakker, A. B. & Bal, M. P. (2010). Weekly work engagement and performance: A study among starting teachers. Journal of Occupational and Organizational Psychology, 83(1), 189-206.
  • Bakker, A. B. & Demerouti, E. (2008). Towards a model of work engagement. Career development international, 13(3), 209-223.
  • Baron, R. M. & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
  • Bechtoldt, M. N., Rohrmann, S., De Pater, I. E., & Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology, 96(5), 1087.
  • Blau, G., Fertig, J., Surges Tatum, D., Connaughton, S., Soo Park, D. & Marshall, C. (2010). Further scale refinement for emotional labor: Exploring distinctions between types of surface versus deep acting using a difficult client referent. Career Development International, 15(2), 188-216.
  • Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work". Journal of vocational behavior, 60(1), 17-39.
  • Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y. & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
  • Chiang, F. F., Birtch, T. A., & Kwan, H. K. (2010). The moderating roles of job control and work-life balance practices on employee stress in the hotel and catering industry. International Journal of Hospitality Management, 29(1), 25-32.
  • Diefendorff, J. M., Erickson, R. J., Grandey, A. A., & Dahling, J. J. (2011). Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses. Journal of occupational health psychology, 16(2), 170.
  • Le Fevre, M., Matheny, J., & Kolt, G. S. (2003). Eustress, distress, and interpretation in occupational stress. Journal of managerial psychology, 18(7), 726-744.
  • Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
  • Hennig-Thurau, T., Groth, M., Paul, M. & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
  • Humphrey, R. H., Pollack, J. M. & Hawver, T. (2008). Leading with emotional labor. Journal of managerial psychology, 23(2), 151-168.
  • Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience‐sampling study. Personnel Psychology, 62(1), 57-88.
  • Kaya, U., & Özhan, Ç. K. (2012). Duygusal emek ve tükenmişlik ilişkisi: turist rehberleri üzerine bir araştırma. Çalışma İlişkileri Dergisi, 3(2), 109-130.
  • Kammeyer‐Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y. & Halvorsen‐Ganepola, M. D. (2013). A meta‐analytic structural model of dispositonal affectivity and emotional labor. Personnel Psychology, 66(1), 47-90.
  • Korkmaz, H., Sünnetçioğlu, S., & Koyuncu, M. (2015). Duygusal Emek Davranışlarının Tükenmişlik Ve İşten Ayrılma Niyeti İle İlişkisi: Yiyecek İçecek Çalışanları Üzerinde Bir Araştırma-Emotıonal Labor, Burnout And Intentıon To Quıt Relatıonshıp: A Research On Food And Beverage Employees. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 7(12), 14-33.
  • Lo, K., & Lamm, F. (2005). Occupational stress in the hospitality industry: An employment relations perspective. New Zealand Journal of Employement Relations, 30 (1), 23-25
  • Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2012). Moving emotional labor beyond surface and deep acting: A discordance-congruence perspective. Organizational Psychology Review, 2(1), 6-53.
  • Montgomery, A. J., Panagopolou, E., de Wildt, M., & Meenks, E. (2006). Work-family interference, emotional labor and burnout. Journal of Managerial Psychology, 21(1), 36-51.
  • Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.Motowidlo, S. J., Packard, J. S., & Manning, M. R. (1986). Occupational stress: its causes and consequences for job performance. Journal of applied psychology, 71(4), 618.
  • Mróz, J., & Kaleta, K. (2016). Relationships between personality, emotional labor, work engagement and job satisfaction in service professions. International journal of occupational medicine and environmental health, 29(5), 767-782.
  • Murray-Gibbons, R., & Gibbons, C. (2007). Occupational stress in the chef profession. International Journal of Contemporary Hospitality Management, 19(1), 32-42.
  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psychology) (Vol. 3). New York: McGraw-Hill.
  • Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and emotion, 23(2), 125-154.
  • Richardson, K. M., & Rothstein, H. R. (2008). Effects of occupational stress management intervention programs: a meta-analysis. Journal of occupational health psychology, 13(1), 69.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6), 1217.
  • Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293-315.
  • Schaufeli, W. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and psychological measurement, 66(4), 701-716.
  • Schaufeli, W. B., Bakker, A. B., & Van Rhenen, W. (2009). How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism. Journal of Organizational behavior, 30(7), 893-917.
  • Scott, B. A., & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of management journal, 54(1), 116-136.
  • Sobel Testi; http://quantpsy.org/sobel/sobel.htm
  • Şahin, S., & Acun, A. (2015). Turist Rehberliği Alanının Bibliyometrik Profili (Ulusal Turizm Kongreleri Bildirileri). Balikesir University Journal of Social Sciences Institute, 18(34).
  • Xanthopoulou, D., Bakker, A. B., & Fischbach, A. (2013). Work engagement among employees facing emotional demands: The role of personal resources. Journal of Personnel Psychology, 12(2), 74.

The Effect of Emotional Labour on Occupational Stress and Work Engagement: A Research on Tour Guides

Year 2018, Volume: 6 Issue: ICEESS’ 18, 103 - 111, 15.12.2018

Abstract

This study aimed to examine the effects of emotional labor on
occupational stress and work engagement to work and the role of occupational
stress as a mediator between emotional labor and work engagement. The scope of
the research is already those who are professional tour guides. As a result of
the research, it was determined that positive occupational stress plays a
mediating role between deep acting from emotional labor dimensions and work
engagement. On the other hand, there was no significant relationship between
superficial acting and work engagement. Also there was no significant
relationship between positive occupational stress and superficial acting.
Negative occupational stress does not have a meaningful relationship with work
engagement in the same way. There was also a significant difference in marital
status only in terms of deep behavior. According to this, married tour guides
'deep acting averages were higher than single ones' deep averages.
  

References

  • Akdu, U., & Akdu, S. (2016). Duygusal Emek ve İş Stresinin Tükenmişlik Üzerindeki Etkileri: Profesyonel Turist Rehberleri Üzerinde Bir Araştırma. Journal of International Social Research, 9(47).
  • Antoniou, A. S., Polychroni, F. & Vlachakis, A. N. (2006). Gender and age differences in occupational stress and professional burnout between primary and high-school teachers in Greece. Journal of Managerial Psychology, 21(7), 682-690.
  • Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.Aydın, Ş. (2004). Örgütlerde Stres Yönetimi. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 6(3).
  • Bakker, A. B., Schaufeli, W. B., Leiter, M. P. & Taris, T. W. (2008). Work engagement: An emerging concept in occupational health psychology. Work & Stress, 22(3), 187-200.
  • Bakker, A. B. & Bal, M. P. (2010). Weekly work engagement and performance: A study among starting teachers. Journal of Occupational and Organizational Psychology, 83(1), 189-206.
  • Bakker, A. B. & Demerouti, E. (2008). Towards a model of work engagement. Career development international, 13(3), 209-223.
  • Baron, R. M. & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
  • Bechtoldt, M. N., Rohrmann, S., De Pater, I. E., & Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology, 96(5), 1087.
  • Blau, G., Fertig, J., Surges Tatum, D., Connaughton, S., Soo Park, D. & Marshall, C. (2010). Further scale refinement for emotional labor: Exploring distinctions between types of surface versus deep acting using a difficult client referent. Career Development International, 15(2), 188-216.
  • Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work". Journal of vocational behavior, 60(1), 17-39.
  • Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y. & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
  • Chiang, F. F., Birtch, T. A., & Kwan, H. K. (2010). The moderating roles of job control and work-life balance practices on employee stress in the hotel and catering industry. International Journal of Hospitality Management, 29(1), 25-32.
  • Diefendorff, J. M., Erickson, R. J., Grandey, A. A., & Dahling, J. J. (2011). Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses. Journal of occupational health psychology, 16(2), 170.
  • Le Fevre, M., Matheny, J., & Kolt, G. S. (2003). Eustress, distress, and interpretation in occupational stress. Journal of managerial psychology, 18(7), 726-744.
  • Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
  • Hennig-Thurau, T., Groth, M., Paul, M. & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.
  • Humphrey, R. H., Pollack, J. M. & Hawver, T. (2008). Leading with emotional labor. Journal of managerial psychology, 23(2), 151-168.
  • Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience‐sampling study. Personnel Psychology, 62(1), 57-88.
  • Kaya, U., & Özhan, Ç. K. (2012). Duygusal emek ve tükenmişlik ilişkisi: turist rehberleri üzerine bir araştırma. Çalışma İlişkileri Dergisi, 3(2), 109-130.
  • Kammeyer‐Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y. & Halvorsen‐Ganepola, M. D. (2013). A meta‐analytic structural model of dispositonal affectivity and emotional labor. Personnel Psychology, 66(1), 47-90.
  • Korkmaz, H., Sünnetçioğlu, S., & Koyuncu, M. (2015). Duygusal Emek Davranışlarının Tükenmişlik Ve İşten Ayrılma Niyeti İle İlişkisi: Yiyecek İçecek Çalışanları Üzerinde Bir Araştırma-Emotıonal Labor, Burnout And Intentıon To Quıt Relatıonshıp: A Research On Food And Beverage Employees. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 7(12), 14-33.
  • Lo, K., & Lamm, F. (2005). Occupational stress in the hospitality industry: An employment relations perspective. New Zealand Journal of Employement Relations, 30 (1), 23-25
  • Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2012). Moving emotional labor beyond surface and deep acting: A discordance-congruence perspective. Organizational Psychology Review, 2(1), 6-53.
  • Montgomery, A. J., Panagopolou, E., de Wildt, M., & Meenks, E. (2006). Work-family interference, emotional labor and burnout. Journal of Managerial Psychology, 21(1), 36-51.
  • Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.Motowidlo, S. J., Packard, J. S., & Manning, M. R. (1986). Occupational stress: its causes and consequences for job performance. Journal of applied psychology, 71(4), 618.
  • Mróz, J., & Kaleta, K. (2016). Relationships between personality, emotional labor, work engagement and job satisfaction in service professions. International journal of occupational medicine and environmental health, 29(5), 767-782.
  • Murray-Gibbons, R., & Gibbons, C. (2007). Occupational stress in the chef profession. International Journal of Contemporary Hospitality Management, 19(1), 32-42.
  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psychology) (Vol. 3). New York: McGraw-Hill.
  • Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and emotion, 23(2), 125-154.
  • Richardson, K. M., & Rothstein, H. R. (2008). Effects of occupational stress management intervention programs: a meta-analysis. Journal of occupational health psychology, 13(1), 69.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate. Journal of applied Psychology, 90(6), 1217.
  • Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293-315.
  • Schaufeli, W. B., Bakker, A. B., & Salanova, M. (2006). The measurement of work engagement with a short questionnaire: A cross-national study. Educational and psychological measurement, 66(4), 701-716.
  • Schaufeli, W. B., Bakker, A. B., & Van Rhenen, W. (2009). How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism. Journal of Organizational behavior, 30(7), 893-917.
  • Scott, B. A., & Barnes, C. M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of management journal, 54(1), 116-136.
  • Sobel Testi; http://quantpsy.org/sobel/sobel.htm
  • Şahin, S., & Acun, A. (2015). Turist Rehberliği Alanının Bibliyometrik Profili (Ulusal Turizm Kongreleri Bildirileri). Balikesir University Journal of Social Sciences Institute, 18(34).
  • Xanthopoulou, D., Bakker, A. B., & Fischbach, A. (2013). Work engagement among employees facing emotional demands: The role of personal resources. Journal of Personnel Psychology, 12(2), 74.
There are 38 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Meryem Aybas 0000-0001-6133-7238

Gözde Kosa 0000-0003-4252-6994

Publication Date December 15, 2018
Acceptance Date September 4, 2018
Published in Issue Year 2018 Volume: 6 Issue: ICEESS’ 18

Cite

APA Aybas, M., & Kosa, G. (2018). Duygusal Emeğin Mesleki Stres ve İşe Adanmışlık Üzerindeki Etkisi: Tur Rehberleri Üzerinde Bir Araştırma. Anemon Muş Alparslan Üniversitesi Sosyal Bilimler Dergisi, 6(ICEESS’ 18), 103-111.

Anemon Muş Alparslan Üniversitesi Sosyal Bilimler Dergisi Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.