İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri

Abstract

Bu araştırmada, örgütte güvenin, duygusal emek ve iş performansı üzerine etkileri araştırılmıştır. Ayrıca duygusal emeğin örgütte güven ve iş performansı arasında aracılık rolü olup olmadığına bakılmıştır. Bu maksatla, Ankara’da özel ve kamu bankalarında çalışan 162 katılımcıdan anket yoluyla elde edilen veriler analiz edilmiştir. Çalışmada değişkenler arası ilişkiler ve etkileri korelâsyon ve regresyon analizleri ile ortaya konurken, değişkenlere ait ölçeklerin doğrulanması esnasında yapısal eşitlik modelinden istifade edilmiştir. Elde edilen bulgular incelendiğinde, banka çalışanlarının örgütte güven algılarının duygusal emekleri ve iş performansları üzerinde önemli etkilere sahip olduğu görülmüştür. Özellikle, örgütte güven algıları yüksek olan çalışanların yüzeysel rol yapmaları düşük ve iş performanslarının ise yüksek olduğu tespit edilmiştir. Örgütte güvenin çalışanlardaki doğal duygu gösterimini de artırdığı görülmüştür. Ayrıca, çalışanların duygusal emeklerinin örgütte güven ve iş performansı arasında aracılık rolüne rastlanılmamıştır. Araştırmanın bulgularıyla ilintili olarak, iş performansının artırılmasına yönelik çalışanların temini ve idamesi için hizmet sektörü yöneticilerine de önerilerde bulunulmuştur.

Keywords

• Örgütte Güven, Duygusal Emek, Yüzeysel Rol Yapma, Derinden Rol Yapma, İş Performansı JEL Sınıflandırması: D23, M12

Abstract

In this study, the effects of organizational trust to emotional labor and job performance are examined. And if available, the mediating role of emotional labor between organizational trust and job performance are also observed. For this purpose, data are obtained and analyzed from 162 private and public bank employees’ working in Ankara. The relations and effects between variables are presented by correlation and regression analyses. The validity of scales are measured with structural equation model. According to the findings, it is seen that the perception of organizational trust of bank employees’ has significant effects on their emotional labor and job performance. Particularly, it is found that when the perception of organizational trust of employees’ are high, then their surface actings are low, but job performances are high. And also, it is observed that emotional labor does not have any mediating role between organizational trust and job performance. Furthermore depend on findings, some suggestions are made to the service sector managers aimed at providing productive and effective service emplooyees for increasing job performance.

Keywords

• Organizational trust, emotional labor, surface acting, deep acting, job performance JEL Classification: D23, M1

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