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İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri

Year 2014, Volume: 16 Issue: 3, 131 - 149, 01.09.2014

Dr. Memduh Begenirbaş Dr. Ercan Turgut

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

References

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  • Ashforth, B.E., Humphre y R.H. (1993), ‚Emotional Labor in Se rvice Role s: The Influe nce of Ide ntity‛, Academy of Management Review, 18.
  • Basım, H.N., Be ge nirbaş, M. ‚Çalışma Yaşamında Duygusal Eme k: Bir Ölçe k Uyarlama Çalışması‛, Ce lal Bayar Ünive rsite si İktisadi ve İdari Bilimle r Fakülte si Yöne tim ve Ekonomi De rgisi, 19 (1), 2012, 77-90. Be cke r, B.E., Pe rformance Work Syste ms and Firm Pe rformance : A Synthe sis of Re se arch and Manage rial Implications. In Fe rris, G.R. (e d.) Re se arch in Pe rsonne l and Human Re source s. Stamford, CT: JAI Pre ss, (1998), High
  • The ir Effe cts on Employe e Satisfaction‛,
  • Journal of Hospitality and Tourism Research,
  • (3), 338–357. and Se rvice
  • Chau, S.L. Dahling J.J., Le vy P.E., Die fe ndorff J.M. (2009), ‚A Pre dictive Study of Emotional Labor Organizational Behavior, 30, 1151–1163. Journal of
  • Che n, H. F. (1998), ‚Significance and Function of Corporate Culture .‛, TaiZhong Normal College Academic Journal, 12, 1-22.
  • Cook, J., Wall, T. (1980), ‚Ne w Work attitude Me asure s of Trust, Organizational Commitme nt and Pe rsonal Ne e d Non Fulfillme nt‛, Journal of Occupational Psychology, 53, 39-52.
  • Costigan, R.D., Ilte r, S.S., Be rman, J. (1998). ‚A Multi-Dime nsional Study of Trust in Organizations‛, Journal of Managerial Issues, 10,
  • Cote , S., Morgan, L.M. (2002), ‚A Longitudinal Analysis of The Association Be twe e n Emotion Re gulation, Job Satisfaction, and Inte ntions Organizational Behavior, 23, 947−962. Journal of
  • Çalışkan A., Akkoç, İ., Turunç, Ö. (2011), ‚Örgütse l Pe rformansın Motivasyone l Ye nilikçilik ve Girişimciliğin Aracılık Rolü‛, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16(3), 363-401.
  • Artırılmasında Davranışların Rolü:
  • Çe lik, M. Turunç, Ö., Be ge nirbaş, M. (2011), ‚Örgütse l Pe rformansın Sağlanmasında Örgütte Güve n, Tüke nmişlik ve Kişile r Arası Çarpıklığın Rolü‛, Çağ Üniversitesi Sosyal Bilimle Dergisi, 8, 1, 1-29.
  • Çöl, G. (2008), ‚Algılanan Güçle ndirme nin İş Göre n Pe rformansı Üze rine Etkile ri‛, Doğuş Üniversitesi Dergisi, 9 (1) 35-46.
  • Darrough, O. G. (2006), An Examination of the Re lationship Be twe e n Organizational Trust and Organizational Commitment in the Workforce , Doctoral Disse rtation, Nova Southe aste rn Unive rsity,
  • De luga, R.J. (1994), ‚Supe rvisor Trust Building, Le ade r-Me mbe r Organizational Citize nship Be haviors‛, Journal of Occupational and Organizational Psychology, 67, 315-326. and
  • Die fe ndorff, J. M, Gosse rand R. H. (2003), ‚Unde rstanding the Emotional Labor proce ss: A Control The ory Pe rspe ctive ‛, Journal of Organizational Behavior, 24, 945- 959.
  • Die fe ndorff, J.M., Croyle , M.H., Grosse rand, R.H. (2005), ‚The Dime nsionality and Ante ce de nts Strate gie s‛, Journal of Vocational Behavior, 66, 339-357. Labor
  • Dirks, K.T., Fe rrin, D.L. (2001), ‚ The Role of Trust in Organizational Se ttings‛, Organization Science, 12(4), 450-467.
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  • Gilboa, S., Shirom, A., Frie d, Y., Coope r C. (2008), ‚A Me ta-analysis of Work De mand Stre ssors Examining Effe cts‛, Personnel Psychology, 61, 227– 271.
  • Pe rformance : Mode rating and
  • Goodwin, R.E., Markus G., Ste phe n J.F. (2011), ‚Re lationships Be twe en Emotional Labor, Job Pe rformance and Turnove r‛, Journal of Vocational Behavior, 79, 538–548.
  • Grande y, A. (2000), ‘‘Emotion Re gulation in the Workplace : Conce ptualize Emotional Labor‛, Journal of Occupational Health Psychology, 5, 95- 110. Way to
  • Grande y, A. (2003), ‚Whe n the Show must go on: Surface Acting and De e p Acting as De te rminants of Emotional Exhaustion and Pe e r-rate d Se rvice De live ry‛, Academy of Management Journal, 46, 86-96.
  • Grande y, A.A., Fisk, G.M., Mattila, A.S., Jansen, K.J., Side man, L.A. (2005), ‚Is Se rvice with a Smile Enough? Authe nticity of Positive Displays During Se rvice Encounte rs ‛, Organizational Decision Processes, 96, 38−55. and Human Hochschild, A.R. The Manage d He art: Comme rcialization of Human Fe e ling, Be rke le y, Unive rsity of California Pre s, 1983.
  • Hochschild, A.R. (1979), ‚Emotion Work, Fe e ling Rule s, and Social Structure ‛, American Journal of Sociology, 85(3), 551-75.
  • Hoy, W. K., Tarte r, C.J., Witkoskie , L. (1992), ‚Faculty Trust in Colle ague s: Linking www.isguc.org Ante ce de nts and
  • Kle inman, S., Copp M.A. Emotions and Fie ldwork, Sage Publications, Ne wbury Park, CA, 1993.
  • Kohli, A.K. (1985), ‚Some Une xplore d Supe rvisory Be haviors and The ir Influe nce on Sale speople 's Role Clarity, Spe cific Se lf- Este e m, Motivation‛, Journal of Marketing Research, 22, 424-433. and
  • Krame r, R.M. (1999), ‚Trust and Distrust in Organizations: Eme rging Pe rspe ctive s, Enduring Que stions‛, Annual Review of Psychology, 50, 569– 598.
  • Kruml, S.M., Ge dde s, D. (2000), ‚Exploring The Dime nsions of Emotional Labor: The He arth Management Communication Quarterly, 14, 8-49. Work‛,
  • Kurşunoğlu. A. (2009), ‚An Inve stigation of Organizational Trust Le ve l of Te ache rs According to Some Variable s‛ Procedia Social and Behavioral Sciences, 1, 915–920.
  • Laschinge r H.K.S., Fine gan J., Shamian J., Wilk P. (2001), ‚Impact of Structural and Psychological Empowe rme nt on Job Strain in Nursing Work Se ttings : Expanding Kante r’s Mode l‛, Journal of Nursing Administration, 31, 260-272.
  • Le e , P., Gille spie , N., Mann, L., We aring, A. (2010), ‚Le ade rship and Trust: The ir Effe ct on Knowle dge Pe rformance ‛, Learning,41(4), 473–49. and Te am Management Le vinson, H. (1965),
  • ‚Re ciprocation: The and Re lationship Organization‛,
  • Quarterly, 9, 370–390. Man
  • Administrative Science
  • Mcalliste r, D.J. (1995), ‚Affe ct and Cognition Base d Trust as Foundations for Inte rpe rsonal Coope ration in Organizations‛, Academy of Management Journal, 38(1), 24-59.
  • Mc Grath, R.G. (1995), ‚De fining and De ve loping Compe te nce ‛, Strategic Management Journal, 16(4), 251-275.
  • Mishra, J. , Morrisse y, M.A. (1990), ‚Trust in Employe e -Employe r Re lationships: A Surve y of We st Michigan Manage rs‛, Personnel Management, 19, 443-485.
  • Molle ring, G., Backmann, R. ve Le e , S. H. (2004), ‚Unde rstanding Organizational Trust- Foundations, Constellations and Issues of Ope rationalisation (e ds). The Micro – Foundations of Organizational‛, Trust, Journal of Managerial Psychology, 19, 6.
  • Morillo, C.R. (1990), ‚The Re ward Eve nt and Motivation,‛ The Journal of Philosophy, 87(4), 270.
  • Morris, J.A., Fe ldman D.C. (1996), ‚The Dime nsions, Ante ce de nts, and Conse que nce s of Emotional Management Review, 21, 986-1010. Academy of
  • Motowidlo, S.J. (2003), Job Pe rformance , Handbook of Psychology, 39-53.
  • Murphy, K.R., Cle ve land, J. (1995), Unde rstanding Pe rformance Appraisal: Social, Organizational, and Goal-Based Pe rspe ctives, London:Sage Pub.
  • Öz, E.Ü. (2007), Duygusal Eme k Davranışlarının Çalışanların İstanbul: Be ta Yayınları.
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Year 2014, Volume: 16 Issue: 3, 131 - 149, 01.09.2014

Dr. Memduh Begenirbaş Dr. Ercan Turgut

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

References

  • Annamalai T. , Abdullah A.G.K., Alazidiye e n N. J. (2010), ‚The Me diating Effe cts of Pe rce ived Organizational Support on the Re lationships Be twe e n Organizational Justice , Trust and Pe rformance Appraisal in Malaysian Se condary Schools‛, European Journal of Social Sciences,13(4), 623-632.
  • Ashforth, B.E., Humphre y R.H. (1993), ‚Emotional Labor in Se rvice Role s: The Influe nce of Ide ntity‛, Academy of Management Review, 18.
  • Basım, H.N., Be ge nirbaş, M. ‚Çalışma Yaşamında Duygusal Eme k: Bir Ölçe k Uyarlama Çalışması‛, Ce lal Bayar Ünive rsite si İktisadi ve İdari Bilimle r Fakülte si Yöne tim ve Ekonomi De rgisi, 19 (1), 2012, 77-90. Be cke r, B.E., Pe rformance Work Syste ms and Firm Pe rformance : A Synthe sis of Re se arch and Manage rial Implications. In Fe rris, G.R. (e d.) Re se arch in Pe rsonne l and Human Re source s. Stamford, CT: JAI Pre ss, (1998), High
  • The ir Effe cts on Employe e Satisfaction‛,
  • Journal of Hospitality and Tourism Research,
  • (3), 338–357. and Se rvice
  • Chau, S.L. Dahling J.J., Le vy P.E., Die fe ndorff J.M. (2009), ‚A Pre dictive Study of Emotional Labor Organizational Behavior, 30, 1151–1163. Journal of
  • Che n, H. F. (1998), ‚Significance and Function of Corporate Culture .‛, TaiZhong Normal College Academic Journal, 12, 1-22.
  • Cook, J., Wall, T. (1980), ‚Ne w Work attitude Me asure s of Trust, Organizational Commitme nt and Pe rsonal Ne e d Non Fulfillme nt‛, Journal of Occupational Psychology, 53, 39-52.
  • Costigan, R.D., Ilte r, S.S., Be rman, J. (1998). ‚A Multi-Dime nsional Study of Trust in Organizations‛, Journal of Managerial Issues, 10,
  • Cote , S., Morgan, L.M. (2002), ‚A Longitudinal Analysis of The Association Be twe e n Emotion Re gulation, Job Satisfaction, and Inte ntions Organizational Behavior, 23, 947−962. Journal of
  • Çalışkan A., Akkoç, İ., Turunç, Ö. (2011), ‚Örgütse l Pe rformansın Motivasyone l Ye nilikçilik ve Girişimciliğin Aracılık Rolü‛, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16(3), 363-401.
  • Artırılmasında Davranışların Rolü:
  • Çe lik, M. Turunç, Ö., Be ge nirbaş, M. (2011), ‚Örgütse l Pe rformansın Sağlanmasında Örgütte Güve n, Tüke nmişlik ve Kişile r Arası Çarpıklığın Rolü‛, Çağ Üniversitesi Sosyal Bilimle Dergisi, 8, 1, 1-29.
  • Çöl, G. (2008), ‚Algılanan Güçle ndirme nin İş Göre n Pe rformansı Üze rine Etkile ri‛, Doğuş Üniversitesi Dergisi, 9 (1) 35-46.
  • Darrough, O. G. (2006), An Examination of the Re lationship Be twe e n Organizational Trust and Organizational Commitment in the Workforce , Doctoral Disse rtation, Nova Southe aste rn Unive rsity,
  • De luga, R.J. (1994), ‚Supe rvisor Trust Building, Le ade r-Me mbe r Organizational Citize nship Be haviors‛, Journal of Occupational and Organizational Psychology, 67, 315-326. and
  • Die fe ndorff, J. M, Gosse rand R. H. (2003), ‚Unde rstanding the Emotional Labor proce ss: A Control The ory Pe rspe ctive ‛, Journal of Organizational Behavior, 24, 945- 959.
  • Die fe ndorff, J.M., Croyle , M.H., Grosse rand, R.H. (2005), ‚The Dime nsionality and Ante ce de nts Strate gie s‛, Journal of Vocational Behavior, 66, 339-357. Labor
  • Dirks, K.T., Fe rrin, D.L. (2001), ‚ The Role of Trust in Organizational Se ttings‛, Organization Science, 12(4), 450-467.
  • Dirks, K.T., Fe rrin D.L. (2002), ‚Trust in Le ade rship: Me ta-Analytic Findings and Implications for Re se arch and Practice ‛, Journal of Applied Psychology, 87, 611-628.
  • Fishe r, C.D., Ashkanasy, N.M. (2000), ‚Spe cial Issue On Emotions In Work Life ‛, Journal of Organizational Behavior, 21(3), 123-129.
  • Gilboa, S., Shirom, A., Frie d, Y., Coope r C. (2008), ‚A Me ta-analysis of Work De mand Stre ssors Examining Effe cts‛, Personnel Psychology, 61, 227– 271.
  • Pe rformance : Mode rating and
  • Goodwin, R.E., Markus G., Ste phe n J.F. (2011), ‚Re lationships Be twe en Emotional Labor, Job Pe rformance and Turnove r‛, Journal of Vocational Behavior, 79, 538–548.
  • Grande y, A. (2000), ‘‘Emotion Re gulation in the Workplace : Conce ptualize Emotional Labor‛, Journal of Occupational Health Psychology, 5, 95- 110. Way to
  • Grande y, A. (2003), ‚Whe n the Show must go on: Surface Acting and De e p Acting as De te rminants of Emotional Exhaustion and Pe e r-rate d Se rvice De live ry‛, Academy of Management Journal, 46, 86-96.
  • Grande y, A.A., Fisk, G.M., Mattila, A.S., Jansen, K.J., Side man, L.A. (2005), ‚Is Se rvice with a Smile Enough? Authe nticity of Positive Displays During Se rvice Encounte rs ‛, Organizational Decision Processes, 96, 38−55. and Human Hochschild, A.R. The Manage d He art: Comme rcialization of Human Fe e ling, Be rke le y, Unive rsity of California Pre s, 1983.
  • Hochschild, A.R. (1979), ‚Emotion Work, Fe e ling Rule s, and Social Structure ‛, American Journal of Sociology, 85(3), 551-75.
  • Hoy, W. K., Tarte r, C.J., Witkoskie , L. (1992), ‚Faculty Trust in Colle ague s: Linking www.isguc.org Ante ce de nts and
  • Kle inman, S., Copp M.A. Emotions and Fie ldwork, Sage Publications, Ne wbury Park, CA, 1993.
  • Kohli, A.K. (1985), ‚Some Une xplore d Supe rvisory Be haviors and The ir Influe nce on Sale speople 's Role Clarity, Spe cific Se lf- Este e m, Motivation‛, Journal of Marketing Research, 22, 424-433. and
  • Krame r, R.M. (1999), ‚Trust and Distrust in Organizations: Eme rging Pe rspe ctive s, Enduring Que stions‛, Annual Review of Psychology, 50, 569– 598.
  • Kruml, S.M., Ge dde s, D. (2000), ‚Exploring The Dime nsions of Emotional Labor: The He arth Management Communication Quarterly, 14, 8-49. Work‛,
  • Kurşunoğlu. A. (2009), ‚An Inve stigation of Organizational Trust Le ve l of Te ache rs According to Some Variable s‛ Procedia Social and Behavioral Sciences, 1, 915–920.
  • Laschinge r H.K.S., Fine gan J., Shamian J., Wilk P. (2001), ‚Impact of Structural and Psychological Empowe rme nt on Job Strain in Nursing Work Se ttings : Expanding Kante r’s Mode l‛, Journal of Nursing Administration, 31, 260-272.
  • Le e , P., Gille spie , N., Mann, L., We aring, A. (2010), ‚Le ade rship and Trust: The ir Effe ct on Knowle dge Pe rformance ‛, Learning,41(4), 473–49. and Te am Management Le vinson, H. (1965),
  • ‚Re ciprocation: The and Re lationship Organization‛,
  • Quarterly, 9, 370–390. Man
  • Administrative Science
  • Mcalliste r, D.J. (1995), ‚Affe ct and Cognition Base d Trust as Foundations for Inte rpe rsonal Coope ration in Organizations‛, Academy of Management Journal, 38(1), 24-59.
  • Mc Grath, R.G. (1995), ‚De fining and De ve loping Compe te nce ‛, Strategic Management Journal, 16(4), 251-275.
  • Mishra, J. , Morrisse y, M.A. (1990), ‚Trust in Employe e -Employe r Re lationships: A Surve y of We st Michigan Manage rs‛, Personnel Management, 19, 443-485.
  • Molle ring, G., Backmann, R. ve Le e , S. H. (2004), ‚Unde rstanding Organizational Trust- Foundations, Constellations and Issues of Ope rationalisation (e ds). The Micro – Foundations of Organizational‛, Trust, Journal of Managerial Psychology, 19, 6.
  • Morillo, C.R. (1990), ‚The Re ward Eve nt and Motivation,‛ The Journal of Philosophy, 87(4), 270.
  • Morris, J.A., Fe ldman D.C. (1996), ‚The Dime nsions, Ante ce de nts, and Conse que nce s of Emotional Management Review, 21, 986-1010. Academy of
  • Motowidlo, S.J. (2003), Job Pe rformance , Handbook of Psychology, 39-53.
  • Murphy, K.R., Cle ve land, J. (1995), Unde rstanding Pe rformance Appraisal: Social, Organizational, and Goal-Based Pe rspe ctives, London:Sage Pub.
  • Öz, E.Ü. (2007), Duygusal Eme k Davranışlarının Çalışanların İstanbul: Be ta Yayınları.
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There are 73 citations in total.

Details

Other ID JA23AV89UA
Journal Section Articles
Authors

Dr. Memduh Begenirbaş This is me

Dr. Ercan Turgut This is me

Publication Date September 1, 2014
Published in Issue Year 2014 Volume: 16 Issue: 3

Cite

APA Begenirbaş, D. M., & Turgut, D. E. (2014). İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri. ISGUC The Journal of Industrial Relations and Human Resources, 16(3), 131-149.
AMA Begenirbaş DM, Turgut DE. İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri. isguc. September 2014;16(3):131-149.
Chicago Begenirbaş, Dr. Memduh, and Dr. Ercan Turgut. “İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin Ve Örgütte Güven Algısının Etkileri”. ISGUC The Journal of Industrial Relations and Human Resources 16, no. 3 (September 2014): 131-49.
EndNote Begenirbaş DM, Turgut DE (September 1, 2014) İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri. ISGUC The Journal of Industrial Relations and Human Resources 16 3 131–149.
IEEE D. M. Begenirbaş and D. E. Turgut, “İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri”, isguc, vol. 16, no. 3, pp. 131–149, 2014.
ISNAD Begenirbaş, Dr. Memduh - Turgut, Dr. Ercan. “İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin Ve Örgütte Güven Algısının Etkileri”. ISGUC The Journal of Industrial Relations and Human Resources 16/3 (September 2014), 131-149.
JAMA Begenirbaş DM, Turgut DE. İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri. isguc. 2014;16:131–149.
MLA Begenirbaş, Dr. Memduh and Dr. Ercan Turgut. “İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin Ve Örgütte Güven Algısının Etkileri”. ISGUC The Journal of Industrial Relations and Human Resources, vol. 16, no. 3, 2014, pp. 131-49.
Vancouver Begenirbaş DM, Turgut DE. İş Performansının Sağlanmasında Çalışanın Duygusal Emeğinin ve Örgütte Güven Algısının Etkileri. isguc. 2014;16(3):131-49.