The Effect of Employees' Emotional Labor on Burnout: The Moderator Role of Self-Esteem

Öz

In the current study, the impact of employees' emotional labor behaviors on burnout and the role of self-esteem in this process have been investigated. The study's sample comprises 272 healthcare professionals working in a public hospital in Şanlıurfa. The survey technique, a quantitative research method, was utilized. The data collection instruments for the study included the Emotional Labor Scale (Diefendorff et al., 2005), Burnout Scale (Schaufeli and Salanova, 2007), and Self-Esteem Scale (Rosenberg, 1965). Structural equation models were constructed to test the research hypotheses. In the hypothesis test results, it was found that surface acting positively affects depersonalization and inefficacy, and negatively affects efficacy. It has been determined that naturally felt emotions negatively affect depersonalization and inefficacy, and positively affect efficacy. It was found that self-esteem negatively affects depersonalization with inefficacy and positively affects efficacy. To identify the moderating role of low, moderate, and high self-esteem levels, the Hayes Process macro extension (Model 1) was employed. It was found that self-esteem at different levels (low, moderate, high) played a moderating role in the relationship between surface acting and inefficacy. Additionally, the moderating role of self-esteem at different levels was identified in the effect between naturally felt emotions and efficacy. As a result of the study, it was concluded that the emotional labor behaviors of healthcare workers during working hours regarding patients and their relatives affect burnout over time. In this influence, healthcare workers with high self-esteem levels experienced less burnout compared to those with low self-esteem levels. The results obtained were discussed within the framework of the Conservation of Resources Theory and the literature.

Anahtar Kelimeler

• Emotional Labor
• Burnout
• Self-Esteem

Çalışanların Duygusal Emek Davranışlarının Tükenmişliğe Etkisi: Benlik Saygısının Düzenleyici Rolü

Öz

Mevcut çalışmada çalışanların duygusal emek davranışlarının tükenmişliğe etkisi ve benlik saygısının bu süreçteki rolü araştırılmıştır. Çalışmanın örneklemini, Şanlıurfa’da, bir kamu hastanesinde çalışan 272 sağlık personeli oluşturmaktadır. Çalışmada nicel araştırma yöntemlerinden anket tekniği kullanılmıştır. Araştırmada veri toplama araçları olarak, Duygusal Emek Ölçeği (Diefendorff vd., 2005), Tükenmişlik Ölçeği (Schaufeli ve Salanova, 2007) ve Benlik Saygısı Ölçeği (Rosenberg, 1965) kullanılmıştır. Araştırma hipotezlerinin testi için yapısal eşitlik modelleri kurulmuştur. Hipotez test sonuçlarında yüzeysel rol yapmanın, duyarsızlaşmayı ve yetersizliği pozitif, yeterliliği ise negatif etkilediği bulgularına ulaşılmıştır. Doğal duyguların duyarsızlaşmayı ve yetersizliği negatif, yeterliliği ise pozitif etkilediği tespit edilmiştir. Benlik saygısının duyarsızlaşmayı ve yetersizliği negatif, yeterliliği ise pozitif etkilediği bulgularına ulaşılmıştır. Düşük, orta ve yüksek benlik saygısının düzenleyici rolünü tespit etmek amacıyla Hayes Process makro eklentisi (Model 1) kullanılmıştır. Yüzeysel rol yapma ve yetersizlik arasındaki etkide, benlik saygısının farklı seviyelerinin (düşük, orta, yüksek) düzenleyici rolü bulunmuştur. Doğal duygular ve yeterlilik arasındaki etki de benlik saygısının farklı seviyelerinin düzenleyici rolü bulunmuştur. Araştırmadan elde edilen bulgular neticesinde, sağlık kuruluşlarında çalışanların mesai saati içerisinde göstermiş oldukları hasta ve hasta yakınlarıyla ilgili duygusal emek davranışlarının zamanla tükenmişliğe etkilediği sonucuna ulaşılmıştır. Bu etkide yüksek benlik saygısı düzeyine sahip sağlık çalışanlarının, diğer benlik saygısı düşük çalışanlara göre daha az tükenmişlik hissi yaşadıkları tespit edilmiştir. Elde edilen sonuçlar, Kaynakların Korunması Teorisi ve literatür kapsamında tartışılmıştır.

Anahtar Kelimeler

• Duygusal Emek
• Tükenmişlik
• Benlik Saygısı

Kaynakça

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