The Role of Emotional Labor in Facility Management

Year 2023, , 37 - 48, 26.06.2023

Mustafa Koray Erentürk

https://doi.org/10.26650/imj.2023.94.004

Abstract

Facility management, one of the sub-branches of management science, is a relatively new concept in our country. In a broad sense, facility management is a field of study that aims to ensure and maintain the ideal safety, efficiency, comfort and, proper use of buildings in human and social life. At the center of facility management is the service orientation of buildings of all types and characteristics, both technically and theoretically. Facility management offers a complex set of services at every stage, from project to implementation, from control and improvement to operation. In order for facility management to achieve its objectives and deliver the expected value, the service dimension involves human elements on both the supply and demand sides. Therefore, the emotional labor phenomenon, which has a close relationship with many variables in the quality of the services provided, is of particular importance. This research aims to examine emotional labor, which consists of three dimensions: surface acting, deep acting, natural behavior and also demographic factors in terms of facility management. The research was carried out with 427 participants working in companies operating in Istanbul between October-November 2022. As a result of the research, it was seen that emotional labor is an effective factor in facility management services and that demographic characteristics differ among themselves in emotional labor sub-dimensions. Accordingly, it has been revealed that companies providing facility management services and managers in this field should act by recognizing the impact and importance of emotional labor and its sub-dimensions. The findings obtained are a reference for future studies in the field of facility management to test the relationship between emotional labor and other variables.

Keywords

Facility Management, Emotional Labor, Business, Management

References

• Alexander, K. (2003). A Strategy For Facilities Management. Facilities, 21(11/12), 269-274. google scholar
• Amaratunga D., & D. Baldry, (2004), Process Thinking in Facilities Management: An Analytical View, Proceedings of the International Salford Centre for Research and Innovation Research Symposium, University of Salford, UK, pp. 320-333. google scholar
• Ashforth, B. E., & Humphrey, R.H. (1993). Emotional Labor in Service Roles: The Influence of Identy, Academy of Management Review, 18(1), 88-115. google scholar
• Cotts, D., G., Poper, K., O., & Payant, R., P. (2010). The Facility Management, Handbook, (3. Ed.), Amacom, New York. google scholar
• Çoban, M., & Seymen, O. A. (2019). Hizmet Verme Yatkınlığının Duygusal Emek Üzerindeki Etkisinde Duygusal Zekânın Rolu: Kuşadası’nda Beş Yıldızlı Otel Çalışanları Örneği. Anatolia: Turizm Araştırmaları Dergisi, 30(1), 7-18. google scholar
• Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the Emotional Labor Process: A Control Theory Perspective. Journal of Organizational Behavior, 24(8), 945-959. google scholar
• Eren, M. Ş.,& Yılmaz, E. (2020). Duygusal Emek Davranışlarının İş Sonuçlarına Etkisi: Biçimlendirici Değişken Olarak Algılanan Örgütsel Desteğin Rolü. Uluslararası Yönetim ve Sosyal Araştırmalar Dergisi, 7(14), 219-237. google scholar
• Eroğlu, Ş. G. (2014). Örgütlerde Duygusal Emek ve Tükenmişlik İlişkisi Üzerine Bir Araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (14), 147-160. google scholar
• Grandey, A. (2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, (5), 95-110. google scholar
• Güler, H. N., & Marşap, A. (2019). Duygusal Zeka ve Duygusal Emek Etkileşimi Üzerine Bir Literatür İncelemesi. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 18(35), 63-81. google scholar
• Güngör Delen, M. (2017). Duygusal Emek & Tinsel Emek. İstanbul: Türkmen Kitabevi. Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley (CA): University of California Press google scholar
• Humphrey, R. H., Pollack, J. M., & Hawver, T. (2008). Leading with Emotional Labor. Journal of Managerial Psychology. Journal of Managerial Psychology, 23(2), 151-168. google scholar
• İzci, F. (2013). Algılanan Hizmet Kalitesi Kurumsal İmaj ve Sadakat İlişkisi: Van Bölge Hastanesi Uygulaması. e-Cumhuriyet Üniversitesi İktisadi ve İdari Bilimler Dergisi (elektronik), 14(1). google scholar
• Kwok, A., & Warren C. (2005). Optimisation Of Performance in Facilitıes Management, Pacific Rim Real Estate Society Conference - Melbourne 24-27 January google scholar
• Misican, D. Ö., & Türkoğlu, N. (2019). Psikolojik Sermayenin Duygusal Emek Üzerine Etkisi: Hizmet Sektöründe Bir Araştırma. İşletme Araştırmaları Dergisi, 11(1), 173-188. google scholar
• Morris, J. A., & Feldman, D.C. (1996). The Dimensions Antecedents and Consequences of Emotional Labor. Academy of Management Review, 21(4), 986-1010. google scholar
• Polatcı, S., & Özyer, K. (2015). Duygusal Emek Stratejilerinin Duygusal Zekanin Tükenmişliğe Etkisindeki Aracılık Rolü. Bolu Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15(3), 131-156. google scholar
• Regterschot, J. (1990), Facility management in changing organizations, Proceedings of the International Symposium on Property Maintenance Management and Modernization CIB International Council for Building Research studies and Documentation Working Commission, Singapore, pp.146-155. google scholar
• Şahin, A., & Şen, S. (2017). Hizmet Kalitesinin Müşteri Memnuniyeti Üzerine Etkisi. Journal of International Social Research, 10(52), 1176-1187. google scholar
• Then, D. (2004). The Future of Professional Facility Management Education in The Asia-Pacific Region, Conference in Hong Kong on 3 June 2004 “New World Order in Facility Management” HKIFM-PSDAS. google scholar
• Türkay, O., A. Ünal, O. Taşar (2011). Motivasyonel ve Yapısal Etkenler Altında Duygusal Emeğin İşe Bağlılığa Etkisi. ZKÜ Sosyal Bilimler Dergisi, 7(14), 201-222. google scholar
• Uysal, G., & Mammadov, O. (2020). Duygusal Zeka ile Duygusal Emek Arasındaki İlişki: İşletmelerde Duygu Yönetimi. Avrasya Sosyal ve Ekonomi Araştırmaları Dergisi, 7(2), 33-40. google scholar
• Witt, L.A., Martha, A.C., & Dawn, C. S. (2004). When Conscientiousness isn’t Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives. Journal of Management, (30), 149-160. google scholar