A Literature Review on the Outcomes of Emotional Labour Types

Year 2025, Issue: 83, 15 - 33, 30.01.2025

Emrah Özsoy , Gülay Tınmaz Karaçay

https://doi.org/10.51290/dpusbe.1477178

Abstract

One of the most prominent research areas in emotional labour studies is examining the impact of emotional labour on employees' attitudes, behaviors, and outcomes related to their work, organization, and social lives. Independent studies conducted on different samples and across different cultures have yielded empirical findings. This study compiled findings of 58 separate independent studies focusing on the effects of emotional labour on employees and organizations. Accordingly, the findings examine employees' (i) work-related attitudes and behaviors (job satisfaction, work pressure, role ambiguity, role conflict, stress, job engagement, burnout, turnover intention), (ii) organizational-related attitudes and behaviors (service quality, organizational citizenship behavior, performance, cynicism, quality of work-life), (iii) personal outcomes (well-being, work fatigue, mental health, performance, creativity, emotional exhaustion, depersonalization), and (iv) social life impacts (work-family conflict, family-work conflict). The results of these 58 studies indicate that surface acting tends to lead to adverse outcomes for both employees and organizations. On the other hand, deep acting and the expression of naturally felt emotions are generally associated with favorable outcomes for both parties. As a result, it is concluded that emotional labour should not be considered a unified construct but rather analyzed in terms of its dimensions. Moreover, recommendations for future researches and work life are provided.

Keywords

Emotional labour, Surface acting, Deep acting, Natural emotion

Duygusal Emek Türlerinin Sonuçları Üzerine Bir Literatür Taraması

Abstract

Duygusal emek çalışmalarında en yaygın araştırma alanlarından biri, duygusal emeğin çalışanların işe, örgüte ve sosyal yaşamlarına yönelik tutum, davranış ve çıktılarına etkisinin incelenmesidir. Farklı örneklemler ve kültürler üzerinde yapılan birçok bağımsız çalışmada çeşitli bulgular elde edilmiştir. Bu çalışmada duygusal emeğin çalışanlara ve örgütlere etkilerini konu alan 58 ayrı bağımsız araştırmanın bulguları literatür taraması yoluyla derlenmiştir. Bu doğrultuda çalışanların (i) işe yönelik tutum ve davranışlarını (iş tatmini, iş yükü baskısı, rol belirsizliği, rol çatışması, stres, işe bağlılık, tükenmişlik, işten ayrılma niyeti), (ii) örgüte yönelik tutum ve davranışlarını (hizmet kalitesi, örgütsel vatandaşlık davranışı, performans, sinizm, çalışma yaşamının kalitesi), (iii) kendilerine yönelik çıktılarını (iyi oluş, iş yorgunluğu, mental sağlık, performans, yaratıcılık, duygusal tükenme, duyarsızlaşma) ve (iv) sosyal yaşamlarına yönelik etkilerini (iş-aile çatışması, aile-iş çatışması) inceleyen çalışmaların bulguları derlenmiştir. 58 araştırmanın bulguları yüzeysel rolün çalışanlar ve örgütler açısından olumsuz sonuçlara yol açtığını göstermektedir. Buna karşın derinden rol yapma ve doğal duyguların yansıtılmasının ise genellikle çalışanlar ve örgütler açısından olumlu sonuçlar doğurduğu belirlenmiştir. Dolayısıyla duygusal emeğin bir bütün olarak değil boyutlar bazında ele alınması gereken bir kavram olduğu sonucuna varılmıştır. Ayrıca gelecek araştırmalara ve çalışma yaşamına yönelik önerilerde bulunulmuştur.

Keywords

Duygusal emek, Yüzeysel rol, Derinden rol, Doğal duygu

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