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DUYGUSAL EMEK DAVRANIŞLARININ İŞTEN AYRILMA NİYETİ ÜZERİNE ETKİSİ. ÖZEL EĞİTİM KURUMLARINDA ÇALIŞANLAR ÜZERİNE BİR ARAŞTIRMA

Year 2018, Volume: 4 Issue: 13, 673 - 690, 01.07.2018

Abstract

Bu çalışmanın amacı duygusal emek ve onun alt boyutları olan yüzeysel davranış, samimi davranış ve derin davranışın çalışanların işten ayrılma niyetleri üzerindeki etkisini incelemektir. Küreselleşme ve onun getirdiği değişim süreciyle beraber, ekonomi, imalat sektöründen hizmet sektörüne doğru hızlı bir geçiş yaşamaktadır. Hizmet sektörü içeresinde en çok değişim gösteren alanların başında eğitim sektörü gelmektedir. Eğitim sektöründe çalışanların fiziksel ve zihinsel emeği yanında duygusal emeklerini de sergilemeleri gerekmektedir. Duygular sunulan hizmetin kalitesini belirleyeceğinden çalışanların duygusal emek davranışlarının belirlenmesi günümüz örgütler için büyük önem taşımaktadır. İşin bir parçası haline gelen duygular, çalışanlar tarafından farklı şekillerde sergilenmesi müşterilerin memnuniyetini arttırsa da neden olacağı duygusal çelişkiler çalışanları bundan olumsuz yönde etkileyebilir. Duygusal emek davranışları çalışanları yavaş bir şekilde yıpratarak performanslarının düşmesine ve işten ayrılma niyetlerine yol açabilir. Çalışanların işten ayrılma niyetinin neden olduğu işten ayrılma ve personel devri yalnızca yarattığı yüksek maliyetler ve düşük üretim kayıplarına neden olmasından dolayı değil aynı zamanda iş yerinde başka önemli sorunlarda yol açmasından dolayı pek çok araştırmacı tarafından ele alınmıştır. Duygusal emeğin uzun vadeli olumsuz bir sonucu olarak ifade edilen işten ayrılma niyeti ile ilgili çok az çalışmaya rastlanmıştır. Bu amaçla Iğdır ilinde M.E.B`na bağlı özel öğretim kurumlarında görev yapan öğretmen ve idarecilerin duygusal emek davranışlarının işten ayrılma niyetleri üzerindeki etkilerini tespit etmek üzere bir çalışma yapılmış elde edilen veriler SPSS 20.0 ve Yapısal Eşitlik Modellemesi YEM AMOS 20.0 programı ile değerlendirilmiştir. Araştırma sonuçları duygusal emek ile işten ayrılma ve alt boyutları olan yüzeysel ve derin davranış ile pozitif yönde samimi davranış ile negatif yönde bir ilişki olduğunu göstermektedir.

References

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  • Ashforth B E ve Humphrey R H (1993) Emotional Labor in Service Roles: The Influence of Identity”, Academy of Management Review, 18 (1), 88-115.
  • Ashforth, B., ve Humphrey, R. (1995). Emotions in the Workplace: A Reappraisal. Human Relations, 48(2), 99-125. http://dx.doi.org/10.1177/001872679504800201
  • Aylan, S. (2012). Organizasyonlarda Psikolojojik Şiddet (Mobbing) ve İşten Ayrılma Niyeti Arasındaki İlişkiyi Tespit Etmeye Yönelik Konaklama İşletmelerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Ankara; Gazi Üniversitesi EBE,40.
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  • Başoda, A. (2012). Kişilik Özelliği Olarak Hizmet Verme Yatkınlığının İş Tatmini ve İşten Ayrılma Niyeti Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Nevşehir: Nevşehir Üniversitesi SBE.
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  • Chau, S. L., Dahling, J. J., Levy, P. E. & Diefendorff, J. M. (2009). A Predictive Study of Emotional Labor and Turnover. Journal of Organizational Behavior, 30(8), 1151–1163.
  • Chu, K. H. ve Murrmann, S. K. (2006), ‘Devolepment and Validation of the Hospitality Emotional Labor Scale’ Tourism Management, 27, ss. 1181-1191.
  • Cote, S., Morgan, L. M. (2002). A Longitudinal Analysis of The Association Between Emotion Regulation, Job Satisfaction, and Intentions To Quit, Journal of Organizational Behavior, 23, 947−962.
  • Demirel, Nilgün (2015). Duygusal Emek Faktörünün Hizmet Kalitesine Etkisi: Nevşehir’ Deki Dört Ve Beş Yildizli Otellere Yönelik Bir Araştirma. Yayımlanmamış Yüksek Lisans Tezi. Nevşehir: NEVŞEHİR HACI BEKTAŞ VELİ ÜNİVERSİTESİ Sosyal Bilimler Enstitüsü, 11.
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  • Goodwin R. E., Groth M., Frenkel S. J. (2011). “Relationships between Emotional Labor, Job Performance, and Turnover”, Journal of Vocational Behavior, 79, 538-548.
  • Gopinath, R. (2011). Employees’ Emotions in Workplace. Research Journal of Business Management, 5(1), 1-15.
  • Gorman, H. (2000). Winning hearts and minds? – Emotional labour and learning for care management work. Journal of Social Work Practice 14 (2), 149-158.
  • Grandey A. A., Tam A. P., Brauburger A. L., (2002). “Affective States and Traits in The Workplace: Diary and Survey Data From Young Workers”, Motivation and Emotion, 26/1, 31-55.
  • Grandey AA (2000) Emotion Regulation in the workplace: A New Way to Conceptualize Emotional Labour. Journal of Occupational Health Psychology 5: 95-100.
  • Grandey AA (2003) When “the Show must go”, Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated service Delivery. Academy of Management Journal 46: 86-96.
  • Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1-14. doi: 10.1037/a0025102
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  • Homburg, V., van der Heijden, B., Valkenburg, L.,. (2013). Why do nurses change jobs? An empirical study on determinants of specific nurses' post-exit destinations. Journal of Nursing Management 21, 817-826.
  • Hox, J. J. ve Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11., 4.
  • Hulsheger, UR. and Schewe AF. (2011), “On the cost and benefits of emotional labour: a metaanalysis of three decades of research” Journal of Occupation Health Psychology, 16(3), 361 – 89.
  • Humphrey, R., Ashforth, B., & Diefendorff, J. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769.
  • Kelly, L.A., McHugh, M.D., Aiken, L.H., 2011. Nurse outcomes in Magnet(R) and nonmagnet hospitals. Journal of Nursing Administration 41, 428e433.
  • Kesen, Mustafa (2011). İnsan Kaynakları Uygulamalarının Yenilikçilik Düzeyi ve İşten Ayrılma Niyeti Üzerine Etkisi: Banka Çalışanları Üzerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Gebze: Gebze İleri Teknoloji Enstitüsü Sosyal Bilimler Enstitüsü, 35.
  • Kinman, G., Wray, S., & Strange, C. (2011): Emotional labour, burnout and job satisfaction in UK teachers: the role of workplace social support, Educational Psychology, 31(7), 843-856.
  • LAMBERT, E..G., HOGAN, N.L. ve BARTON, S.M. (2001) The impact of job satisfaction on turnover intent: a test of a structural measurement model using a national sample of workers. The Social Science Journal, 38, pp.233-250.
  • Laschinger, H.K., 2012. Job and career satisfaction and turnover intentions of newly graduated nurses. Journal of Nursing Management 20, 472e484.
  • Lee, R.T., Lovell, B.L. and Brotheridge, C. M. (2010b) Tenderness and Steadiness: Relating Job and Interpersonal Demands and Resources With Burnout and Physical Symptoms of Stress in Canadian Physicians, Journal of Applied Social Psychology, 49(99), 2319 2342.
  • Malthouse, E. (2001). How high or low must loadings be to keep or delete a scale item? Journal of Consumer Psychology, 10 (1/2), 81-82.
  • Mann, S. (1999a). Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It? European Journal of Work and Organisational Psychology, 8(3), 347-369. http://dx.doi.org/10.1080/13594329939822
  • Mann, S. (1999b). Hiding what we feel, faking what we don’t. London: Vega.
  • Mc Shane, S.L. ve Steen, S.L. (2009). Canadian Organizational Behaviour, 7th Edition, McGrawHill Ryerson Higher Education, 83.
  • Mor Barak, Michalle E., Nissly, J. A. ve Levin, A., 2001, “Antecedents to retention and turnover among child welfare, social work, and other human service employees: What can we learn from past research? A review and metanalysis”, Social Service Review, 75(4), 625-661.
  • Morris J A ve Feldman D C (1996) The Dimensions, Antecedents and Consequences of Emotional Labor, Academy of Management Review, 21 (4), 986-1010.
  • Morris, J.; Feldman, D.C. Managing emotions in the workplace. J. Manag. Issues 1997, 1, 257–274.
  • Nelsey, L., Brownie, S., 2012. Effective leadership, teamwork and mentoringeessential elements in promoting generational cohesion in the nursing workforce and retaining nurses. Collegian 19, 197- 202.
  • Porter, L., Steers, R., Mowday, R. & Boulian, P. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603–609.
  • Price, James L., 1977, The study of turnover. Ames: The Iowa State University Press.
  • Rafaeli A., Sutton R. (1987): Expression of emotion as part of the work role. Academy of Management Review, 12. pp. 23–37
  • Rathi N, Bhatnagar D, Mishra SK (2013) Effect of emotional labor on emotional exhaustion and work attitudes among hospitality employees in India. Journal of Human Resources in Hospitality and Tourism 12(3): 273-290.
  • Rusbelt, Farrell ve diğerleri (1988) “Impact Of Exchange Variables On Exit, Voice, Loyalty And Neglect: An İntegrative Model Of Responses To Decline Job Satisfaction”, Academy Of Management Journal, 31(3), 599-627.
  • Selvarajah, K and Sulaiman, S (2014) The Effects of Social Media on Gen Z's Intention to Select Private Universities in Malaysia, Review of Integrative Business and Economics Research 3 (2), 466.
  • Tabachnick, B.G., Fidell, L.S. (2007). Using Multivariate Statistics, 5th. Edition, Pearson International Edition, USA, Boston, 60-116.
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THE EFFECT OF EMOTIONAL LABOR ON THE INTENTION TO LEAVE. A STUDY ON EMPLOYEES IN PRIVATE EDUCATION INSTITUTIONS.

Year 2018, Volume: 4 Issue: 13, 673 - 690, 01.07.2018

Abstract

The aim of this study is to investigate the effect of emotional labor and its sub-dimensions, surface acting,genuine acting and deep acting on the turnover intention the employees. With globalization and the process of change, the economy is experiencing a rapid transition from the manufacturing sector to the service sector. The education sector is one of the most changing areas in the service sector. Employees of the education sector need to display their emotional labor as well as physical and mental labor. Emotions will determine the quality of the service provided, and the determination of the employees' emotional labor behavior is of great importance for today's organizations. Emotions that become part of the work, the way that employees exhibit different ways to increase the satisfaction of the customers, but the emotional contradictions that may cause the employees to adversely affect it. Emotional labor behaviors can lead to slow performance of employees and decrease their performance. Many workers have been dealt with not only because of the high costs they create and the transfer of staff caused by the turnover intention the employees, but also because they cause other significant problems in the workplace. Few studies have been found regarding the turnover intention as a long-term negative result of emotional labor. For this purpose, a study was conducted to determine the effects of emotional labor behaviors of teachers and administrators working in private education institutions in Iğdır province on their intention to quit their job. The results of the study show that there is a positive relationship emotional laborand its sub-dimensions of surface acting and deep acting and is a negative relationship genuine acting with turnover intention. For this purpose, in order to determine the effects of emotional labor behaviors of teachers and administrators who work in private education institutions in Iğdır province on their turnover intention. The data obtained were evaluated SPSS 20.0 and Structural Equation Modeling SEM with AMOS 20.0 program.

References

  • Abraham, R. (1999). Emotional Dissonance in Organizations: What is Its Impact on Organizational Commitment and Intention to Turnover, Journal of Psychology, 133(4), 441-455.
  • Ashforth B E ve Humphrey R H (1993) Emotional Labor in Service Roles: The Influence of Identity”, Academy of Management Review, 18 (1), 88-115.
  • Ashforth, B., ve Humphrey, R. (1995). Emotions in the Workplace: A Reappraisal. Human Relations, 48(2), 99-125. http://dx.doi.org/10.1177/001872679504800201
  • Aylan, S. (2012). Organizasyonlarda Psikolojojik Şiddet (Mobbing) ve İşten Ayrılma Niyeti Arasındaki İlişkiyi Tespit Etmeye Yönelik Konaklama İşletmelerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Ankara; Gazi Üniversitesi EBE,40.
  • Azaklı, Özlü (2011). Çalışanların Örgüte Bağlılıkları ve İş Güvencesizliği Algısı İle İşten Ayrılma Niyeti Arasındaki İlişkinin İncelenmesine Yönelik Bir Uygulama. Yayımlanmamış Yüksek Lisans Tezi. İstanbul: Yıldız Teknik Üniversitesi Sosyal Bilimler Enstitüsü, 89-90.
  • Basim, H. N. ve Beğenirbaş, M. (2012). Çalışma Yaşamında Duygusal Emek : Bir Ölçek Uyarlama Çalışması. Yönetim ve Ekonomi, 19(1), 77-90.
  • Başoda, A. (2012). Kişilik Özelliği Olarak Hizmet Verme Yatkınlığının İş Tatmini ve İşten Ayrılma Niyeti Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Nevşehir: Nevşehir Üniversitesi SBE.
  • Beğeinirbaş, M., ve Çalışkan, A.(2014). “Duygusal Emeğin İş Performansı ve İşten Ayrılma Niyetine Etkisinde Kişilerarası Çarpıklığın Aracılık Rolü.”. İşletme ve Ekonomi Araştırmaları Dergisi. Cilt :5. Sayı:2.:109-127.
  • Brotheridge CM, Grandey AA (2002). Emotional Labour and Burnout: Comparing Two Perspectives of “people work”. Journal of Vocational Behaviour, 60, 17-39
  • Brotheridge CM, Lee RT (2003) Development and Validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology 76: 365-379.
  • Chau, S. L., Dahling, J. J., Levy, P. E. & Diefendorff, J. M. (2009). A Predictive Study of Emotional Labor and Turnover. Journal of Organizational Behavior, 30(8), 1151–1163.
  • Chu, K. H. ve Murrmann, S. K. (2006), ‘Devolepment and Validation of the Hospitality Emotional Labor Scale’ Tourism Management, 27, ss. 1181-1191.
  • Cote, S., Morgan, L. M. (2002). A Longitudinal Analysis of The Association Between Emotion Regulation, Job Satisfaction, and Intentions To Quit, Journal of Organizational Behavior, 23, 947−962.
  • Demirel, Nilgün (2015). Duygusal Emek Faktörünün Hizmet Kalitesine Etkisi: Nevşehir’ Deki Dört Ve Beş Yildizli Otellere Yönelik Bir Araştirma. Yayımlanmamış Yüksek Lisans Tezi. Nevşehir: NEVŞEHİR HACI BEKTAŞ VELİ ÜNİVERSİTESİ Sosyal Bilimler Enstitüsü, 11.
  • Diefendorff, J. M., Croyle, M. H. ve Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
  • DURMUŞ, Beril ve diğerleri (2011). Sosyal Bilimlerde SPSS’ le Veri Analizi, 4. Baskı, Beta Yayıncılık, İstanbul, 89.
  • Field, A. (2009). Discovering Statistics Using SPSS. 3rd Edition, Sage Publications Ltd., London.
  • Galletta, M., Portoghese, I., Battistelli, A., Leiter, M.P., 2013. The roles of unit leadership and nursephysician collaboration on nursing turnover intention. Journal of Advanced Nursing 69, 1771-1784.
  • Goodwin R. E., Groth M., Frenkel S. J. (2011). “Relationships between Emotional Labor, Job Performance, and Turnover”, Journal of Vocational Behavior, 79, 538-548.
  • Gopinath, R. (2011). Employees’ Emotions in Workplace. Research Journal of Business Management, 5(1), 1-15.
  • Gorman, H. (2000). Winning hearts and minds? – Emotional labour and learning for care management work. Journal of Social Work Practice 14 (2), 149-158.
  • Grandey A. A., Tam A. P., Brauburger A. L., (2002). “Affective States and Traits in The Workplace: Diary and Survey Data From Young Workers”, Motivation and Emotion, 26/1, 31-55.
  • Grandey AA (2000) Emotion Regulation in the workplace: A New Way to Conceptualize Emotional Labour. Journal of Occupational Health Psychology 5: 95-100.
  • Grandey AA (2003) When “the Show must go”, Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated service Delivery. Academy of Management Journal 46: 86-96.
  • Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1-14. doi: 10.1037/a0025102
  • Grandey,A.A.Emotionalregulationintheworkplace: Anewwaytoconceptualizeemotionallabor. J.Occup. Health Psychol. 2000, 5, 95–110.
  • Hochschild A.R. (2003). The Managed Heart. Commercialization of Human Feeling. Los Angeles: University of California Press, 7-119.
  • Homburg, V., van der Heijden, B., Valkenburg, L.,. (2013). Why do nurses change jobs? An empirical study on determinants of specific nurses' post-exit destinations. Journal of Nursing Management 21, 817-826.
  • Hox, J. J. ve Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11., 4.
  • Hulsheger, UR. and Schewe AF. (2011), “On the cost and benefits of emotional labour: a metaanalysis of three decades of research” Journal of Occupation Health Psychology, 16(3), 361 – 89.
  • Humphrey, R., Ashforth, B., & Diefendorff, J. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769.
  • Kelly, L.A., McHugh, M.D., Aiken, L.H., 2011. Nurse outcomes in Magnet(R) and nonmagnet hospitals. Journal of Nursing Administration 41, 428e433.
  • Kesen, Mustafa (2011). İnsan Kaynakları Uygulamalarının Yenilikçilik Düzeyi ve İşten Ayrılma Niyeti Üzerine Etkisi: Banka Çalışanları Üzerinde Bir Uygulama. Yayınlanmamış Yüksek Lisans Tezi. Gebze: Gebze İleri Teknoloji Enstitüsü Sosyal Bilimler Enstitüsü, 35.
  • Kinman, G., Wray, S., & Strange, C. (2011): Emotional labour, burnout and job satisfaction in UK teachers: the role of workplace social support, Educational Psychology, 31(7), 843-856.
  • LAMBERT, E..G., HOGAN, N.L. ve BARTON, S.M. (2001) The impact of job satisfaction on turnover intent: a test of a structural measurement model using a national sample of workers. The Social Science Journal, 38, pp.233-250.
  • Laschinger, H.K., 2012. Job and career satisfaction and turnover intentions of newly graduated nurses. Journal of Nursing Management 20, 472e484.
  • Lee, R.T., Lovell, B.L. and Brotheridge, C. M. (2010b) Tenderness and Steadiness: Relating Job and Interpersonal Demands and Resources With Burnout and Physical Symptoms of Stress in Canadian Physicians, Journal of Applied Social Psychology, 49(99), 2319 2342.
  • Malthouse, E. (2001). How high or low must loadings be to keep or delete a scale item? Journal of Consumer Psychology, 10 (1/2), 81-82.
  • Mann, S. (1999a). Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It? European Journal of Work and Organisational Psychology, 8(3), 347-369. http://dx.doi.org/10.1080/13594329939822
  • Mann, S. (1999b). Hiding what we feel, faking what we don’t. London: Vega.
  • Mc Shane, S.L. ve Steen, S.L. (2009). Canadian Organizational Behaviour, 7th Edition, McGrawHill Ryerson Higher Education, 83.
  • Mor Barak, Michalle E., Nissly, J. A. ve Levin, A., 2001, “Antecedents to retention and turnover among child welfare, social work, and other human service employees: What can we learn from past research? A review and metanalysis”, Social Service Review, 75(4), 625-661.
  • Morris J A ve Feldman D C (1996) The Dimensions, Antecedents and Consequences of Emotional Labor, Academy of Management Review, 21 (4), 986-1010.
  • Morris, J.; Feldman, D.C. Managing emotions in the workplace. J. Manag. Issues 1997, 1, 257–274.
  • Nelsey, L., Brownie, S., 2012. Effective leadership, teamwork and mentoringeessential elements in promoting generational cohesion in the nursing workforce and retaining nurses. Collegian 19, 197- 202.
  • Porter, L., Steers, R., Mowday, R. & Boulian, P. (1974). Organizational commitment, job satisfaction, and turnover among psychiatric technicians. Journal of Applied Psychology, 59(5), 603–609.
  • Price, James L., 1977, The study of turnover. Ames: The Iowa State University Press.
  • Rafaeli A., Sutton R. (1987): Expression of emotion as part of the work role. Academy of Management Review, 12. pp. 23–37
  • Rathi N, Bhatnagar D, Mishra SK (2013) Effect of emotional labor on emotional exhaustion and work attitudes among hospitality employees in India. Journal of Human Resources in Hospitality and Tourism 12(3): 273-290.
  • Rusbelt, Farrell ve diğerleri (1988) “Impact Of Exchange Variables On Exit, Voice, Loyalty And Neglect: An İntegrative Model Of Responses To Decline Job Satisfaction”, Academy Of Management Journal, 31(3), 599-627.
  • Selvarajah, K and Sulaiman, S (2014) The Effects of Social Media on Gen Z's Intention to Select Private Universities in Malaysia, Review of Integrative Business and Economics Research 3 (2), 466.
  • Tabachnick, B.G., Fidell, L.S. (2007). Using Multivariate Statistics, 5th. Edition, Pearson International Edition, USA, Boston, 60-116.
  • Takase, M.,. (2010). A concept analysis of turnover intention: implications for nursing management. Collegian 17, 3-12.
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There are 60 citations in total.

Details

Primary Language Turkish
Journal Section Research Article
Authors

Turhan Moç

Publication Date July 1, 2018
Published in Issue Year 2018 Volume: 4 Issue: 13

Cite

APA Moç, T. (2018). DUYGUSAL EMEK DAVRANIŞLARININ İŞTEN AYRILMA NİYETİ ÜZERİNE ETKİSİ. ÖZEL EĞİTİM KURUMLARINDA ÇALIŞANLAR ÜZERİNE BİR ARAŞTIRMA. Journal of Institute of Economic Development and Social Researches, 4(13), 673-690.