LİDER-ÜYE ETKİLEŞİMİNİN DUYGUSAL EMEK ÜZERİNE ETKİSİ: BANKA ÇALIŞANLARI ÖRNEĞİ

Yıl 2019, Cilt: 1 Sayı: 2, 77 - 93, 31.12.2019

Murat Baş

Öz

Çalışanlar örgüt tarafından belirlenen duygu kurallarına uymaları durumunda duygusal emeği yerine getirmiş olurlar. Son zamanlarda, özellikle hizmet sektöründe faaliyet gösteren örgütler başarıya ulaşmada çalışanların duygusal emeğini kullanmaya başlamıştır. Çalışanların duygusal emeği üzerinde birçok faktör etkili olabilir. Bu araştırmanın amacı, lider üye etkileşimin çalışanın duygusal emeğine olan etkisini incelemektir. Bu amacın gerçekleştirilmesine yönelik olarak Erzincan ilinde bulunan 161 özel ve kamu bankası çalışanından anket yöntemi ile veriler toplanmıştır. Elde edilen veriler SPSS ve AMOS istatistik programları kullanılarak analiz edilmiştir. Yapılan analizler sonucunda yüksek kaliteli lider-üye etkileşimiyle duygusal emek arasında pozitif yönlü ve anlamlı ilişki tespit edilmiştir.

Anahtar Kelimeler

lider-üye etkileşimi, duygusal emek, bankacılık sektörü

Kaynakça

• Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. The Academy of Management Review, 18(1), 88. Basım, H. N., & Beğenirbaş, M. (2012). “Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması”. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 19(1), 77-90. Bechtoldt, M. N., Welk, C., Zapf, D., & Hartig, J. (2007). Main and moderating effects of self-control, organizational justice, and emotional labour on counterproductive behaviour at work. European Journal of Work and Organizational Psychology, 16(4), 479–500. Brotheridge, C. M., & Lee, R. T. (2003). Development and validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76(3), 365–379. Burns, J. Z., & Otte, F. L. (1999). Implications of leader-member exchange theory and research for human resource development research. Human Resource Development Quarterly, 10(3), 225–248. Dansereau, F., Cashman, J., & Graen, G. (1973). Instrumentality theory and equity theory as complementary approaches in predicting the relationship of leadership and turnover among managers. Organizational Behavior and Human Performance, 10(2), 184–200. Dansereau, F., Graen, G., & Haga, W. J. (1975). A vertical dyad linkage approach to leadership within formal organizations. Organizational Behavior and Human Performance, 13(1), 46–78. Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339–357. Dienesch, R. M., & Liden, R. C. (1986). Leader-Member Exchange Model of Leadership: A Critique and Further Development. Academy of Management Review, 11(3), 618–634. Fisk, G. M., & Friesen, J. P. (2012). Perceptions of leader emotion regulation and LÜE as predictors of followers’ job satisfaction and organizational citizenship behaviors. The Leadership Quarterly, 23(1), 1–12. Gerstner, C. R., & Day, D. V. (1997). Meta-Analytic review of leader–member exchange theory: Correlates and construct issues. Journal of Applied Psychology, 82(6), 827–844. Gouldner, A. W. (1960). The Norm of Reciprocity: A Preliminary Statement. American Sociological Review, 25(2), 161. Graen, G. B. & Scandura, T.A. (1987). “Toward a psychology of dyadic organizing”, in Staw, B.M. and Cummings, L.C. (Eds), Research in Organizational Behavior, JAI Press, New York, NY, pp. 175-209. Graen, G. B., & Uhl-Bien, M. (1995). Relationship-based approach to leadership: Development of leader-member exchange (LÜE) theory of leadership over 25 years: Applying a multi-level multi-domain perspective. The Leadership Quarterly, 6(2), 219–247
• Grandey, A. A. (2003). When “The Show Must Go On”: Surface Acting And Deep Acting As Determinants Of Emotional Exhaustion And Peer-Rated Service Delivery. Academy of Management Journal, 46(1), 86–96. Henderson, D. J., Liden, R. C., Glibkowski, B. C., & Chaudhry, A. (2009). LÜE differentiation: A multilevel review and examination of its antecedents and outcomes. The Leadership Quarterly, 20(4), 517–534. Holbrook, F. L. (2012). Yüksek Lisans Tezi, Integrating Leader Fairness and Leader-Member Exchange in Predicting Work Engagement: A Contingency Approach, 1-99 Hochschild, Arlie Russell. (1983). The Managed Heart: Commercialization of Human Feeling. Humphrey, R. H., Pollack, J. M., & Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 23(2), 151–168. Humphrey, R. H., Ashforth, B. E., & Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749–769. Ilies, R., Nahrgang, J. D., & Morgeson, F. P. (2007). Leader-member exchange and citizenship behaviors: A meta-analysis. Journal of Applied Psychology, 92(1), 269–277. Jha, Shweta & Jha, Srirang (2013). Leader-Member Exchange: A Critique of Theory & Practice, Journal of Management & Public Policy, 4(2) 2, 42-53 Johnson, H.-A. M., & Spector, P. E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319–333 Lam, W., Huo, Y., & Chen, Z. (2017). Who is fit to serve? Person-job/organization fit, emotional labor, and customer service performance. Human Resource Management, 57(2), 483–497. Lee, Y. H. (2012). Doktora Tezi- Antecedents and Consequences of Emotional Labor in Head Coaches of NCAA, 1-161 Liden, R. C., & Graen, G. (1980). Generalizability of the Vertical Dyad Linkage Model of Leadership. Academy of Management Journal, 23(3), 451–465. Liden, R.C., Sparrowe, R.T. &Wayne, S.J. (1997) Leader-member exchange theory: The past and potential for the future. Research in personnel and human resources management 15, 47-120 Liden, R. C., & Maslyn, J. M. (1998). Multidimensionality of Leader-Member Exchange: An Empirical Assessment through Scale Development. Journal of Management, 24(1), 43–72. Lunenburg, F. C. (2010). Leader-Member Exchange Theory: Another Perspective On The Leadership Process. International Journal Of Management, Business, And Administration, 13(1), 1-5 Prati, L. M. (2004). Doktora Tezi- Emotional Intelligence As A Facilitator Of The Emotional Labor Process, 1-198 Sparrowe, R.T. & Liden, R.C. (1997) Process and structure in leader-member exchange. Academy of management Review 22 (2), 522-552 Steinberg, R. J. & Figart, D. M. (1999). Emotional Labor Since The Managed Heart, Annals of the American Academy of Political and Social Science, 561, 8-26 Wharton, A. S., & Erickson, R. I. (1993). Managing Emotions On The Job And At Home: Understanding The Consequences Of Multiple Emotional Roles. Academy of Management Review, 18(3), 457–486.