The Mediating Role of Organizational Commitment in the Effect of Emotional Labor on Turnover Intention: A Study on Food and Beverage Businesses

Year 2022, Volume: 5 Issue: 2, 145 - 162, 29.07.2022

Mehmet Polat

https://doi.org/10.53353/atrss.1079035

Cited By: 1

Abstract

Emotional labor is especially important in the service sector. In food and beverage enterprises where emotional labor is intense, this situation reveals the problem of turnover intention. This study aims to investigate the mediating role of organizational commitment in the effect of emotional labor on turnover intention. The research was conducted on 312 employees working in food and beverage enterprises between 11.11.2021 and 10.01.2022. Unlike previous studies, sub-dimensions of variables were also included in the analyses. SPSS and Process v4.0 were used to analyze the data. According to the analysis results, organizational commitment has a mediating role on the surface and naturally acting dimensions of emotional labor on the turnover intention. However, no mediating role of organizational commitment has been found in the effect of the deep acting dimension of emotional labor on the turnover intention. Research results show that organizational commitment is essential for food and beverage businesses. Organizational commitment can be a solution for the stress and turnover problem created by emotional labor.

Keywords

Organizational Commitment, Emotional Labor, Turnover Intention, Tourism

Duygusal Emeğin İşten Ayrılma Niyetine Etkisinde Örgütsel Bağlılığın Aracılık Rolü: Yiyecek İçecek İşletmeleri Üzerinde Bir Araştırma

Abstract

Özellikle hizmet sektöründe duygusal emeğin önemi büyüktür. Duygusal emeğin yoğun yaşandığı yiyecek içecek işletmelerinde bu durum işten ayrılma sorununu ortaya çıkarmaktadır. Bu çalışmanın amacı duygusal emeğin işten ayrılma niyetine etkisinde örgütsel bağlılığın aracılık rolünü araştırmaktır. Araştırma 11.11.2021-10.01.2022 tarihleri arasında yiyecek içecek işletmelerinin 312 çalışanı üzerinde yapılmıştır. Önceki araştırmalardan farklı olarak değişkenlerin alt boyutları da analizlere dahil edilmiştir. Verilerin analiz edilmesinde SPSS ve Process v4.0 yazılımı kullanılmıştır. Analiz sonuçlarına göre duygusal emeğin yüzeysel ve samimi davranış boyutlarının işten ayrılma niyetine etkisinde örgütsel bağlılığın aracılık etkisi bulunmaktadır. Ancak duygusal emeğin derin davranış boyutunun işten ayrılma niyetine etkisinde örgütsel bağlılığın herhangi bir aracılık rolü tespit edilmemiştir. Araştırma sonuçları örgütsel bağlılığın yiyecek içecek işletmeleri için önemli olduğunu göstermektedir. Duygusal emeğin yaratabileceği stres ve işten ayrılma sorunu için örgütsel bağlılık işletmeler açısından bir çözüm yolu olabilir. 

Keywords

Duygusal Emek, İşten Ayrılma Niyeti, Örgütsel Bağlılık, Turizm

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