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DUYGUSAL EMEK, DUYGUSAL TÜKENME VE GÖREV/ BAĞLAMSAL PERFORMANS İLİŞKİSİ: YALOVA’DA HİZMET SEKTÖRÜ ÇALIŞANLARI İLE BİR ARAŞTIRMA

Year 2011, Issue: 37, 183 - 207, 16.05.2015

Onur Ünlü Senay Yürür

Abstract

Görev performansı, çalışanların görev tanımlarıdoğrultusunda sergiledikleri performansa işaret ederken; bağlamsal performans ise çalışanların yükümlülükleri dışında sergiledikleri ve kurumsal bütünlüğe katkı sağlayan performans boyutu olarak tanımlanmaktadır. Diğer taraftan hizmet sektörü çalışanlarının görev tanımlarını inşa eden en önemli unsurlardan bir tanesi olarak duygusal emek davranışları ile; yine bu sektör çalışanlarının sıkça yüzleştikleri duygusal tükenme sendromu, çalışmanın diğer değişkenleridir. Bu doğrultuda, Yalova ilindeki 214 hizmet sektörü çalışanıüzerinde bir araştırma gerçekleştirilmiştir. Araştırmanın amacı; duygusal emek davranış-larısergileme tiplerinin ve duygusal tükenmişlik düzeylerinin, görev ve bağlamsal performans algılarıüzerindeki etkilerini ortaya koymaktır. Araştırma sonucunda; duygusal emek alt boyutlarından derinlemesine davranışın, görev ve bağlamsal performans sergileme niyetlerini arttırdığı ortaya konulmuştur. Araştırmanın sadece turizm ve sağlık gibi hizmet sektörlerinde  gerçekleştirilmiş olması, kapsayıcılık anlamında bir kısıt olarak değerlendirilirken; gelecek çalışmaların özellikle duygusal emeğin gerçekleşen performans değerleri üzerindeki etkisi üzerine odaklanması önerilmektedir.

Keywords

Görev Performansı Bağlamsal Performans Yüzeysel-Derinlemesine Davranış ve Duygusal Tükenme.

References

  • ASHFORTH, Blake E. and Ronald H. HUMPHREY; (1993), “Emotional Labor in Service Roles: The Influence of Identity”, The Academy of Management Review, 18(1), pp. 88–115.
  • BAKKER, Arnold B. and Ellen HEUVEN; (2006), “Emotional Dissonance, Burnout, and In-Role Performance Among Nurses and Police Officers”, International Journal of Stress Management by the American Psychological Association, 13(4), pp. 423–440.
  • BOOTH-BUTTERFIELD, Melaine, and Steven BOOTH-BUTTERFIELD; (1991), “Individual Differences in the Communication of Humorous Messages”, Southern Communication Journal, 56, pp. 32–40.
  • BORMAN, Walter C., and Stephan J. MOTOWIDLO; (1997), “Task Performance And Contextual Performance: The Meaning For Personnel Selection Research”. Human Performance, 10, pp. 99–109.
  • BROTHERIDGE, Celeste M. and Alicia A. GRANDEY; (2002), “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work””, Journal of Vocational Behavior, 60, pp. 17–39.
  • BROTHERIDGE, Celeste M. and Raymond T. LEE; (2003), “Development and Validation of the Emotional Labor Scale”, Journal of Occupational and Organizational Psychology, 76, pp. 365–379.
  • BULAN, Heather Ferguson; Rebecca J. ERICKSON and Amy S. WHARTON; (1997), “Doing for Others on the Job: The Affective Requirements of Service work, Gender, and Emotional well-Being”, Social Problems, 44(2), pp. 235–256.
  • BURKE Ronald J. and Esther R. GREENGLASS; (2001), “Hospital restructuring, work-family conflict and psychological burnout among nursing staff”, Psychological Health, 16(5), pp. 583–594.
  • CHAU, Samantha L.; Jason J. DAHLING; Paul E. LEVY and James M. DIEFENDORFF; (2009), “A Predictive Study of Emotional Labor and Turnover”, Journal of Organizational Behavior, 30, pp. 1151–1163.
  • CHU, Kay Hei-Lin and Suzanne K. MURRMANN; (2006), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, 27, pp. 1181–1191.
  • CONWAY, James M.; (1999). “Distinguishing contextual performance from task performance for managerial jobs”. Journal of Applied Psychology, 84, pp. 3–13.
  • CORDES Cynthia L and Thomas W. DOUGHERTY; (1993), “A review and an integration of research on job burnout”, Academic Management Review, 18, pp. 621–56.
  • CROPANZANO, Russel; Deborah E. RUPP and Zinta S. BYRNE; (2003), “The Relationship Of Emotional Exhaustion To Work Attitudes, Job Performance, And Organizational Citizenship Behaviors”, Journal of Applied Psychology, 88, pp. 160-169.
  • DIEFENDORFF, James M.; Meredith H. CROYLE and Robin H. GOSSERAND; (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies”, Journal of Vocational Behavior, 66, pp. 339–257.
  • DRAKE, Brett and Gautam N. YADAMA; (1996), “A Structural Equation Mo- del Of Burnout And Job Exit”, Social Work Research, 20, pp. 179–188.
  • ERICKSON, Rebecca J. and Christian RITTER; (2001), “Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?”, Social Psychology Quarterly, 64(2), pp. 146–163.
  • ERGIN, Canan; (1992), “Doktor ve Hemşirelerde Tükenmişlik ve Maslach Tükenmişlik Ölçeğinin Uyarlanması”, iç. Rüveyda BAYRAKTAR ve İhsan DAĞ (Ed.), VII. Ulusal Psikoloji Kongresi Bilimsel Çalışmala- rı, Ankara: Türk Psikologlar Derneği Yayını, ss. 143–154.
  • GARMAN, Andrew N.; Patrick W. CORRIGAN and Scott MORRIS; (2002), “Staff Burnout And Patient Satisfaction: Evidence Of Relationships At The Care Unit Level”, Journal of Occupational Behavior, 7, pp. 235–241.
  • GRANDEY, Alicia A.; (2000), “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor”, Journal of Occupational Health Psychology, 5(1), pp. 95–110.
  • GRANDEY, Alicia A.; (2003), “When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery”, The Academy of Management Journal, 46(1), pp. 86–96.
  • GRANDEY, Alicia A.; Glenda M. FISK; Anna S. MATTILA; Karen J. JANSEN and Lori A. SIDEMAN; (2005), “Is “Service With Smile” Enough? Authenticity of Positive Displays during Service Encounters”, Organizational Behavior and Human Decision Processes, 96, pp. 38–55.
  • HALBESLEBEN, Jonathan R. B. and Ronald M. BUCKLEY; (2004), “Burnout In Organization Life”. Journal of Management, pp. 859–879.
  • HOCHSCHILD, Russel Arlie; (1979), “Emotion Work, Feeling Rules, and Social Structure”, The American Journal of Sociology, 85(3), pp. 551–575.
  • JACKSON, Susan E. and Christina MASLACH; (1982), “After-effects of job- related stress: Families as victims”, Journal of Occupational Behaviour, 3, pp. 63–77.
  • JACKSON, Susan E., and Randall S. SCHULER; (1983), “Preventing Employee Burnout”, Personnel, 60(2), pp. 58–68.
  • KOTTER, John Paul; (1973) “The Psychological Contract: Managing The Joining-Up Process”, California Management Review, 15, pp. 91–99.
  • KESER, Aşkın; (2009), “Tükenmişlik”, iç. Aşkın KESER; Gözde YILMAZ ve Senay YÜRÜR (Ed.) Çalışma Yaşamında Davranış – Güncel Yakla- şımlar, Kocaeli: Umuttepe Yayınları, ss.277–306.
  • KIM, Hyun Jeong; (2008), “Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout”, International Journal of Hospitality Management, 27, pp.151–161.
  • LEITER Michael P. and Christina MASLACH; (1988), “The Impact Of Interpersonal Environment On Burnout And Organizational Commitment”, Journal of Organizational Behiavor, 9, pp. 297–308.
  • LEPINE, Jeffery A.; Marry Ann HANSON; Walter C. BORMAN and Stephan J. MOTOWIDLO; (2000), “Contextual Performance And Teamwork: Implications For Staffing” Research in Personnel and Human Resources Management, 9, pp. 53–90
  • MARTINEZ-INIGO, David; Peter TOTTERDELL; Carlos M. ALCOVER and David HOLMAN; (2007), “Emotional Labour and Emotional Exhaustion: Interpersonal and Intrapersonal Mechanisms”, Work & Stress, 21(1), pp. 30–47.
  • MASLACH Christina and Samuel E. JACKSON; (1981), “The Measurement Of Experienced Burnout”, Journal of Occupational Behiavor, 2, pp.
  • MASLACH, Christina; Wilmar B. SCHAUFELI and Michael P. LEITER; (2001), “Job Burnout”, Annual Review Psychology, 52, pp. 397–422.
  • MOHAMMED, Susan; Jhon E. MATHIEU and Bart A. L. BARTLETT; (2002), “Technical-Administrative Task Performance, Leadership Task Performance, And Contextual Performance: Considering The Influence Of Team- And Task-Related Composition Variables”, Journal of Organizational Behavior, 23(7), pp. 795–814.
  • MORRIS, Andrew J. and Daniel C. FELDMAN; (1996), “The Dimensions, Antecedents, and Consequences of Emotional Labor”, Academy of Management Review, 21(4), pp. 986–1010.
  • ORGAN, Denis W.; (1997), “Organizational Citizenship Behavior: It's Construct Clean-Up Time”, Human Performance, 10, pp. 85–97.
  • ÖZ, Ela Ünler; (2007), Duygusal Emek Davranışlarının Çalışanların İş So- nuçlarına Etkisi, İstanbul: Beta Yayınları.
  • PARKER, Patricia A. and James A. KULIK; (1995), “Burnout, Self and Supervisor-Related Job Performance, and Absenteeism Among Nurses”. Journal of Behavioral Medicine, 18, pp. 581–599.
  • PINES, Ayala and Christina MASLACH; (1980), “Combatting Staff Burn-Out In A Day Care Center: A Case Study”, Child Care Quarterly, 9, pp. 5–16.
  • PUGLIESI, Karen; (1999), “The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being”, Motivation and Emotion, 23(2), pp. 125–154.
  • ROBBINS, Stephan P.; (2002), Organizational Behavior, Tenth Edition, New Jersey: Prentice Hall.
  • SONNENTAG, Sabine; (2002), “Performance, Well-being and Self- Regulation”, in Sabine SONNENTAG (Ed.), Psychological Management of Individual Performance, Sussex: Jhon Wiley & Sons, pp. 405–425.
  • ARYEE, Samuel; Li-Yun SUN; Xiong George Chen ZHEN and A. Debrah YAW; (2008), “Abusive Supervision and Contextual Performance:The Mediating Role of Emotional Exhaustion and the Moderating Role of Work Unit Structure”, Management and Organization Review 4(3), pp. 393–411.
  • SHIROM, Arie; (1989), “Burnout in work organizations”, in Cary L. COOPER and Ivan T. ROBERTSON (Ed.), International Review of Industrial and Organizational Psychology, Oxford: John Wiley & Sons, ix, pp.
  • THOITS, Peggy A.; (1989), “The Sociology of Emotions”, Annual Reviews Social., 15, pp. 317–342.
  • UYARGIL, Cavide; (2008), “Performans Değerlendirme”, iç. Cavide UYARGIL (Ed.), İnsan Kaynakları Yönetimi, Üçüncü Baskı, İstan- bul: Beta Basım Yayım Dağıtım, ss. 244–302.
  • ÜNLÜ Onur; Mahmut ÖZDEVECİOĞLU; Senay YÜRÜR and Özgür DEMİRTAŞ; (2009), “The Mediating Role of Perceived Humor on the Effects of the Positive and Negative Affectivity on Employees’ Task and Contextual Performance at Workplace”, in Slim MASMOUDI and Abdelmajid NACEUR (Ed.), Cognition, Emotion & Motivation, International CEM09 Congress, 2–5 November, Tunisia: CNP, pp. 75–79.
  • VAN SCOTTER, James R. and Stephan J. MOTOWIDLO; (1996), “Interpersonal facilitation and job dedication as separate facets of contextual performance”, Journal of Applied Psychology, 81, pp. 525–531
  • WITT L.A.; Andrews C. MARTHA and Carlson S. DAWN; (2004), “When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives”, Journal of Management 30(l), pp. 149–160.
  • YÜRÜR, Senay ve Onur ÜNLÜ; (2011), “Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti İlişkisi”, İş, Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, 13(2), pp. 81–104.
  • ZAMMUNER, Vanda L. and Christina GALLI; (2005), “Wellbeing: Causes and Consequences of Emotion Regulation in Work Settings”, International Review of Psychiatry, 17(5), pp. 355–364.

Year 2011, Issue: 37, 183 - 207, 16.05.2015

Onur Ünlü Senay Yürür

Abstract

References

  • ASHFORTH, Blake E. and Ronald H. HUMPHREY; (1993), “Emotional Labor in Service Roles: The Influence of Identity”, The Academy of Management Review, 18(1), pp. 88–115.
  • BAKKER, Arnold B. and Ellen HEUVEN; (2006), “Emotional Dissonance, Burnout, and In-Role Performance Among Nurses and Police Officers”, International Journal of Stress Management by the American Psychological Association, 13(4), pp. 423–440.
  • BOOTH-BUTTERFIELD, Melaine, and Steven BOOTH-BUTTERFIELD; (1991), “Individual Differences in the Communication of Humorous Messages”, Southern Communication Journal, 56, pp. 32–40.
  • BORMAN, Walter C., and Stephan J. MOTOWIDLO; (1997), “Task Performance And Contextual Performance: The Meaning For Personnel Selection Research”. Human Performance, 10, pp. 99–109.
  • BROTHERIDGE, Celeste M. and Alicia A. GRANDEY; (2002), “Emotional Labor and Burnout: Comparing Two Perspectives of “People Work””, Journal of Vocational Behavior, 60, pp. 17–39.
  • BROTHERIDGE, Celeste M. and Raymond T. LEE; (2003), “Development and Validation of the Emotional Labor Scale”, Journal of Occupational and Organizational Psychology, 76, pp. 365–379.
  • BULAN, Heather Ferguson; Rebecca J. ERICKSON and Amy S. WHARTON; (1997), “Doing for Others on the Job: The Affective Requirements of Service work, Gender, and Emotional well-Being”, Social Problems, 44(2), pp. 235–256.
  • BURKE Ronald J. and Esther R. GREENGLASS; (2001), “Hospital restructuring, work-family conflict and psychological burnout among nursing staff”, Psychological Health, 16(5), pp. 583–594.
  • CHAU, Samantha L.; Jason J. DAHLING; Paul E. LEVY and James M. DIEFENDORFF; (2009), “A Predictive Study of Emotional Labor and Turnover”, Journal of Organizational Behavior, 30, pp. 1151–1163.
  • CHU, Kay Hei-Lin and Suzanne K. MURRMANN; (2006), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, 27, pp. 1181–1191.
  • CONWAY, James M.; (1999). “Distinguishing contextual performance from task performance for managerial jobs”. Journal of Applied Psychology, 84, pp. 3–13.
  • CORDES Cynthia L and Thomas W. DOUGHERTY; (1993), “A review and an integration of research on job burnout”, Academic Management Review, 18, pp. 621–56.
  • CROPANZANO, Russel; Deborah E. RUPP and Zinta S. BYRNE; (2003), “The Relationship Of Emotional Exhaustion To Work Attitudes, Job Performance, And Organizational Citizenship Behaviors”, Journal of Applied Psychology, 88, pp. 160-169.
  • DIEFENDORFF, James M.; Meredith H. CROYLE and Robin H. GOSSERAND; (2005), “The Dimensionality and Antecedents of Emotional Labor Strategies”, Journal of Vocational Behavior, 66, pp. 339–257.
  • DRAKE, Brett and Gautam N. YADAMA; (1996), “A Structural Equation Mo- del Of Burnout And Job Exit”, Social Work Research, 20, pp. 179–188.
  • ERICKSON, Rebecca J. and Christian RITTER; (2001), “Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?”, Social Psychology Quarterly, 64(2), pp. 146–163.
  • ERGIN, Canan; (1992), “Doktor ve Hemşirelerde Tükenmişlik ve Maslach Tükenmişlik Ölçeğinin Uyarlanması”, iç. Rüveyda BAYRAKTAR ve İhsan DAĞ (Ed.), VII. Ulusal Psikoloji Kongresi Bilimsel Çalışmala- rı, Ankara: Türk Psikologlar Derneği Yayını, ss. 143–154.
  • GARMAN, Andrew N.; Patrick W. CORRIGAN and Scott MORRIS; (2002), “Staff Burnout And Patient Satisfaction: Evidence Of Relationships At The Care Unit Level”, Journal of Occupational Behavior, 7, pp. 235–241.
  • GRANDEY, Alicia A.; (2000), “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor”, Journal of Occupational Health Psychology, 5(1), pp. 95–110.
  • GRANDEY, Alicia A.; (2003), “When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery”, The Academy of Management Journal, 46(1), pp. 86–96.
  • GRANDEY, Alicia A.; Glenda M. FISK; Anna S. MATTILA; Karen J. JANSEN and Lori A. SIDEMAN; (2005), “Is “Service With Smile” Enough? Authenticity of Positive Displays during Service Encounters”, Organizational Behavior and Human Decision Processes, 96, pp. 38–55.
  • HALBESLEBEN, Jonathan R. B. and Ronald M. BUCKLEY; (2004), “Burnout In Organization Life”. Journal of Management, pp. 859–879.
  • HOCHSCHILD, Russel Arlie; (1979), “Emotion Work, Feeling Rules, and Social Structure”, The American Journal of Sociology, 85(3), pp. 551–575.
  • JACKSON, Susan E. and Christina MASLACH; (1982), “After-effects of job- related stress: Families as victims”, Journal of Occupational Behaviour, 3, pp. 63–77.
  • JACKSON, Susan E., and Randall S. SCHULER; (1983), “Preventing Employee Burnout”, Personnel, 60(2), pp. 58–68.
  • KOTTER, John Paul; (1973) “The Psychological Contract: Managing The Joining-Up Process”, California Management Review, 15, pp. 91–99.
  • KESER, Aşkın; (2009), “Tükenmişlik”, iç. Aşkın KESER; Gözde YILMAZ ve Senay YÜRÜR (Ed.) Çalışma Yaşamında Davranış – Güncel Yakla- şımlar, Kocaeli: Umuttepe Yayınları, ss.277–306.
  • KIM, Hyun Jeong; (2008), “Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout”, International Journal of Hospitality Management, 27, pp.151–161.
  • LEITER Michael P. and Christina MASLACH; (1988), “The Impact Of Interpersonal Environment On Burnout And Organizational Commitment”, Journal of Organizational Behiavor, 9, pp. 297–308.
  • LEPINE, Jeffery A.; Marry Ann HANSON; Walter C. BORMAN and Stephan J. MOTOWIDLO; (2000), “Contextual Performance And Teamwork: Implications For Staffing” Research in Personnel and Human Resources Management, 9, pp. 53–90
  • MARTINEZ-INIGO, David; Peter TOTTERDELL; Carlos M. ALCOVER and David HOLMAN; (2007), “Emotional Labour and Emotional Exhaustion: Interpersonal and Intrapersonal Mechanisms”, Work & Stress, 21(1), pp. 30–47.
  • MASLACH Christina and Samuel E. JACKSON; (1981), “The Measurement Of Experienced Burnout”, Journal of Occupational Behiavor, 2, pp.
  • MASLACH, Christina; Wilmar B. SCHAUFELI and Michael P. LEITER; (2001), “Job Burnout”, Annual Review Psychology, 52, pp. 397–422.
  • MOHAMMED, Susan; Jhon E. MATHIEU and Bart A. L. BARTLETT; (2002), “Technical-Administrative Task Performance, Leadership Task Performance, And Contextual Performance: Considering The Influence Of Team- And Task-Related Composition Variables”, Journal of Organizational Behavior, 23(7), pp. 795–814.
  • MORRIS, Andrew J. and Daniel C. FELDMAN; (1996), “The Dimensions, Antecedents, and Consequences of Emotional Labor”, Academy of Management Review, 21(4), pp. 986–1010.
  • ORGAN, Denis W.; (1997), “Organizational Citizenship Behavior: It's Construct Clean-Up Time”, Human Performance, 10, pp. 85–97.
  • ÖZ, Ela Ünler; (2007), Duygusal Emek Davranışlarının Çalışanların İş So- nuçlarına Etkisi, İstanbul: Beta Yayınları.
  • PARKER, Patricia A. and James A. KULIK; (1995), “Burnout, Self and Supervisor-Related Job Performance, and Absenteeism Among Nurses”. Journal of Behavioral Medicine, 18, pp. 581–599.
  • PINES, Ayala and Christina MASLACH; (1980), “Combatting Staff Burn-Out In A Day Care Center: A Case Study”, Child Care Quarterly, 9, pp. 5–16.
  • PUGLIESI, Karen; (1999), “The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being”, Motivation and Emotion, 23(2), pp. 125–154.
  • ROBBINS, Stephan P.; (2002), Organizational Behavior, Tenth Edition, New Jersey: Prentice Hall.
  • SONNENTAG, Sabine; (2002), “Performance, Well-being and Self- Regulation”, in Sabine SONNENTAG (Ed.), Psychological Management of Individual Performance, Sussex: Jhon Wiley & Sons, pp. 405–425.
  • ARYEE, Samuel; Li-Yun SUN; Xiong George Chen ZHEN and A. Debrah YAW; (2008), “Abusive Supervision and Contextual Performance:The Mediating Role of Emotional Exhaustion and the Moderating Role of Work Unit Structure”, Management and Organization Review 4(3), pp. 393–411.
  • SHIROM, Arie; (1989), “Burnout in work organizations”, in Cary L. COOPER and Ivan T. ROBERTSON (Ed.), International Review of Industrial and Organizational Psychology, Oxford: John Wiley & Sons, ix, pp.
  • THOITS, Peggy A.; (1989), “The Sociology of Emotions”, Annual Reviews Social., 15, pp. 317–342.
  • UYARGIL, Cavide; (2008), “Performans Değerlendirme”, iç. Cavide UYARGIL (Ed.), İnsan Kaynakları Yönetimi, Üçüncü Baskı, İstan- bul: Beta Basım Yayım Dağıtım, ss. 244–302.
  • ÜNLÜ Onur; Mahmut ÖZDEVECİOĞLU; Senay YÜRÜR and Özgür DEMİRTAŞ; (2009), “The Mediating Role of Perceived Humor on the Effects of the Positive and Negative Affectivity on Employees’ Task and Contextual Performance at Workplace”, in Slim MASMOUDI and Abdelmajid NACEUR (Ed.), Cognition, Emotion & Motivation, International CEM09 Congress, 2–5 November, Tunisia: CNP, pp. 75–79.
  • VAN SCOTTER, James R. and Stephan J. MOTOWIDLO; (1996), “Interpersonal facilitation and job dedication as separate facets of contextual performance”, Journal of Applied Psychology, 81, pp. 525–531
  • WITT L.A.; Andrews C. MARTHA and Carlson S. DAWN; (2004), “When Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives”, Journal of Management 30(l), pp. 149–160.
  • YÜRÜR, Senay ve Onur ÜNLÜ; (2011), “Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti İlişkisi”, İş, Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, 13(2), pp. 81–104.
  • ZAMMUNER, Vanda L. and Christina GALLI; (2005), “Wellbeing: Causes and Consequences of Emotion Regulation in Work Settings”, International Review of Psychiatry, 17(5), pp. 355–364.
There are 51 citations in total.

Details

Primary Language Turkish
Journal Section Makaleler
Authors

Onur Ünlü This is me

Senay Yürür This is me

Publication Date May 16, 2015
Published in Issue Year 2011 Issue: 37

Cite

APA Ünlü, O., & Yürür, S. (2015). DUYGUSAL EMEK, DUYGUSAL TÜKENME VE GÖREV/ BAĞLAMSAL PERFORMANS İLİŞKİSİ: YALOVA’DA HİZMET SEKTÖRÜ ÇALIŞANLARI İLE BİR ARAŞTIRMA. Erciyes Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi(37), 183-207.

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