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DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA

Year 2010, Issue: 58, 253 - 274, 11.10.2010

Gökçe Başbuğ

Abstract

Bu çalışmanın amacı, çağrı merkezi çalışanları tarafından
sergilenen duygusal emeğin iş memnuniyeti üzerindeki etkisini
incelemektir. Bu amaçla iki çağrı merkezi şirketinde çalışan 146 kişiye
internet yoluyla duygusal emek ve iş memnuniyeti ölçekleri
uygulanmıştır. Elde edilen bulgular çalışanların işlerini yaparken
sergilemeleri gereken duygular ile gerçekte hissettikleri duygular
arasında uyumsuzluk olduğunda iş memnuniyetlerinin azaldığını
ortaya koymaktadır.

Keywords

Duygusal Emek Çağrı Merkezi İş Memnuniyeti

References

  • Abraham, R. (1998). “Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators” Genetic, Social and General Psychology Monographs, 124/2, 229–246. Abraham, R. (1999). “The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover”. The Journal of Psychology, 133/4, 441–455.
  • Ashforth, B. & Humphrey, R. of Identity”. Academy of Management Review, 18, Bain, P., Watson, A., Mulvey, G., Taylor, P. & Gall, G.
  • Brotheridge, C. M. & Taylor, I. Flight Attendants”. Research on Emotion in Organizations, 2, 171–196. Chu, K. H. &
  • Murrmann, S. K. Emotional Labor Scale”. Tourism Management, 27, 1181–1191. Ekman, P. (1973). Darwin and Facial Expression: A Century of Research in Review. New York: Academic Press.
  • Grandey, A. A. (2003). “When “the Show Must Go On”: Surface Acting and Deep Acting As Determinants of Emotional Exhaustion and Peer–Rated Service Delivery”. Academy of Management Journal, 46/1, 86–96. Gray, B. (2009). “The Emotional Labour of Nursing–Defining and Managing Emotions in Nursing Work”. Nurse Education Today, 29, 168–175.
  • Hackman, J. R., & Oldham, G. R. Journal of Applied Psychology, 60, 159–170.
  • Hackman, J. R., & Oldham, G. R. of A Theory”. Organizational Behavior and Human Performance, 16, 250–279. Harris, L.C. (2002). “The Emotional Labour of Barristers: An Exploration of Emotional Labour by Status Professionals”. Journal of Management Studies, 39/4, 553–584. Hochschild A. (2003). The Managed Heart: Commercialization of Human Feeling. Berkeley, Ca: University of California Press. Holman, D., Chissick, C. &
  • Totterdell, P. Motivation and Emotion, 26/1, 57–81.
  • Isenbarger, L. & Zembylas, M. Teaching and Teacher Education, 22, 120–134. Judge, T. A., Parker, S.,
  • Colbert, A. E., Heller, D. & Ilies, R. 25–53. Judge, T. A.,
  • Woolf, E. F. & Hurst, C. Study”. Personnel Psychology, 62, 57–88. Karasek, R. (1979). “Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redsign”. Administrative Science Quarterly, 24, 285–308. Keser, A. (2006). “Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması”. Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11/1, 100–119.
  • Kruml, S. M. & Gedddes, D. The Heart of Hochschild’s Work”. Management Communication Quarterly, 14/1, 8–49.
  • Larson, E. B. & Yao, X. Patient–Physician Relationship”. The Journal of the American Medical Association, 293/9, 1100–1106. Lewig, K. A. &
  • Dollard, M. F. and Job Satisfaction in Call Centre Workers”. European Journal of Work and Organizational Psychology, 12/4, Locke, E. A. (1969). “What is job satisfaction?”. Organizational Behavior and Human Performance, 4, 309–336.
  • Morris J. A. & Feldman D. C. Consequences of Emotional Labor”. Academy of Management Review, 21, 986–1010.
  • Morris, J. A., & (1997). “Managing Emotions in The Workplace”.
  • Feldman, D. C. Journal of Managerial Issues, 9(3), 257–274.
  • Mulholland, K. (2002). “Gender, Emotional Labor, Teamworking in A Call center”. Personel Review, 31/3, 283–303. OECD (2008). OECD In Figures 2008. Fransa: OECD Publications. Öz, Ü. E. (2007). Duygusal Emek Davranışlarının Çalışanların İş Sonuçlarına Etkisi. İstanbul: Beta Yayınları. Parlak, Z. &
  • Işıl Çetin, B. Merkezleri: Emek Süreci, İş ve İstihdam”. Sosyal Siyaset Konferansları, 52, 107–134.
  • Selek Öz, C. & Man, F. Merkezi Çalışanlarının Duygusal Emek Süreçleri. 15. Yönetim ve Organizasyon Kongresi. 25–27 Mayıs, Sakarya Üniversitesi, Kartepe. Seymour, D. (2000). “Emotional Labour: A Comparison Between Fast Food and Traditional Service Work”. Hospitality Management, 19, 159–171.
  • Schaubroeck, J. & Jones, J. Dimensions and Moderators of Their Effects on Physical Symptoms”. Journal of Organizational Behavior, 21, 163–183. Taylor, P. & Bain, P. Employee Relations in the Call Centre”. Industrial Relations Journal, 30/2, 101–117.
  • Wharton, A. S. (1999). “The Psychological Consequences of Emotional Labour”. The Annals of The American Academy of Political and Social Science, 561,158–176. Yang, F. & Chang, C. Organizational Commitment Amongst Clinical Nurses: A Questionnaire Survey”. International Journal of Nursing Studies, 45, 879–887. Zapf, D., Isic, A.,
  • Bechtoldt, M. & Blau, P. Organizational Psychology, 12/4, 311–340. Zapf, D. (2002). “Emotion Work and Psychological Well–Being A Review of the Literature and Some Conceptual Considerations”. Human Resource Management Review, 12, 237–268. Zapf, D., Vogt, C., Seifert, C.,
  • Mertini, H., & Isic, A. Zhang, Q. & Zhu, W. Labor, Burnout, and Satisfaction in Chinese Higher Education”. Communication Education, 57/1, 105–122.

Year 2010, Issue: 58, 253 - 274, 11.10.2010

Gökçe Başbuğ

Abstract

References

  • Abraham, R. (1998). “Emotional Dissonance in Organizations: Antecedents, Consequences, and Moderators” Genetic, Social and General Psychology Monographs, 124/2, 229–246. Abraham, R. (1999). “The Impact of Emotional Dissonance on Organizational Commitment and Intention to Turnover”. The Journal of Psychology, 133/4, 441–455.
  • Ashforth, B. & Humphrey, R. of Identity”. Academy of Management Review, 18, Bain, P., Watson, A., Mulvey, G., Taylor, P. & Gall, G.
  • Brotheridge, C. M. & Taylor, I. Flight Attendants”. Research on Emotion in Organizations, 2, 171–196. Chu, K. H. &
  • Murrmann, S. K. Emotional Labor Scale”. Tourism Management, 27, 1181–1191. Ekman, P. (1973). Darwin and Facial Expression: A Century of Research in Review. New York: Academic Press.
  • Grandey, A. A. (2003). “When “the Show Must Go On”: Surface Acting and Deep Acting As Determinants of Emotional Exhaustion and Peer–Rated Service Delivery”. Academy of Management Journal, 46/1, 86–96. Gray, B. (2009). “The Emotional Labour of Nursing–Defining and Managing Emotions in Nursing Work”. Nurse Education Today, 29, 168–175.
  • Hackman, J. R., & Oldham, G. R. Journal of Applied Psychology, 60, 159–170.
  • Hackman, J. R., & Oldham, G. R. of A Theory”. Organizational Behavior and Human Performance, 16, 250–279. Harris, L.C. (2002). “The Emotional Labour of Barristers: An Exploration of Emotional Labour by Status Professionals”. Journal of Management Studies, 39/4, 553–584. Hochschild A. (2003). The Managed Heart: Commercialization of Human Feeling. Berkeley, Ca: University of California Press. Holman, D., Chissick, C. &
  • Totterdell, P. Motivation and Emotion, 26/1, 57–81.
  • Isenbarger, L. & Zembylas, M. Teaching and Teacher Education, 22, 120–134. Judge, T. A., Parker, S.,
  • Colbert, A. E., Heller, D. & Ilies, R. 25–53. Judge, T. A.,
  • Woolf, E. F. & Hurst, C. Study”. Personnel Psychology, 62, 57–88. Karasek, R. (1979). “Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redsign”. Administrative Science Quarterly, 24, 285–308. Keser, A. (2006). “Çağrı Merkezi Çalışanlarında İş Yükü Düzeyi ile İş Doyumu İlişkisinin Araştırılması”. Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11/1, 100–119.
  • Kruml, S. M. & Gedddes, D. The Heart of Hochschild’s Work”. Management Communication Quarterly, 14/1, 8–49.
  • Larson, E. B. & Yao, X. Patient–Physician Relationship”. The Journal of the American Medical Association, 293/9, 1100–1106. Lewig, K. A. &
  • Dollard, M. F. and Job Satisfaction in Call Centre Workers”. European Journal of Work and Organizational Psychology, 12/4, Locke, E. A. (1969). “What is job satisfaction?”. Organizational Behavior and Human Performance, 4, 309–336.
  • Morris J. A. & Feldman D. C. Consequences of Emotional Labor”. Academy of Management Review, 21, 986–1010.
  • Morris, J. A., & (1997). “Managing Emotions in The Workplace”.
  • Feldman, D. C. Journal of Managerial Issues, 9(3), 257–274.
  • Mulholland, K. (2002). “Gender, Emotional Labor, Teamworking in A Call center”. Personel Review, 31/3, 283–303. OECD (2008). OECD In Figures 2008. Fransa: OECD Publications. Öz, Ü. E. (2007). Duygusal Emek Davranışlarının Çalışanların İş Sonuçlarına Etkisi. İstanbul: Beta Yayınları. Parlak, Z. &
  • Işıl Çetin, B. Merkezleri: Emek Süreci, İş ve İstihdam”. Sosyal Siyaset Konferansları, 52, 107–134.
  • Selek Öz, C. & Man, F. Merkezi Çalışanlarının Duygusal Emek Süreçleri. 15. Yönetim ve Organizasyon Kongresi. 25–27 Mayıs, Sakarya Üniversitesi, Kartepe. Seymour, D. (2000). “Emotional Labour: A Comparison Between Fast Food and Traditional Service Work”. Hospitality Management, 19, 159–171.
  • Schaubroeck, J. & Jones, J. Dimensions and Moderators of Their Effects on Physical Symptoms”. Journal of Organizational Behavior, 21, 163–183. Taylor, P. & Bain, P. Employee Relations in the Call Centre”. Industrial Relations Journal, 30/2, 101–117.
  • Wharton, A. S. (1999). “The Psychological Consequences of Emotional Labour”. The Annals of The American Academy of Political and Social Science, 561,158–176. Yang, F. & Chang, C. Organizational Commitment Amongst Clinical Nurses: A Questionnaire Survey”. International Journal of Nursing Studies, 45, 879–887. Zapf, D., Isic, A.,
  • Bechtoldt, M. & Blau, P. Organizational Psychology, 12/4, 311–340. Zapf, D. (2002). “Emotion Work and Psychological Well–Being A Review of the Literature and Some Conceptual Considerations”. Human Resource Management Review, 12, 237–268. Zapf, D., Vogt, C., Seifert, C.,
  • Mertini, H., & Isic, A. Zhang, Q. & Zhu, W. Labor, Burnout, and Satisfaction in Chinese Higher Education”. Communication Education, 57/1, 105–122.
There are 24 citations in total.

Details

Primary Language Turkish
Journal Section Makaleler
Authors

Gökçe Başbuğ This is me

Publication Date October 11, 2010
Submission Date October 11, 2010
Published in Issue Year 2010 Issue: 58

Cite

APA Başbuğ, G. (2010). DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA. Journal of Social Policy Conferences(58), 253-274.
AMA Başbuğ G. DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA. Journal of Social Policy Conferences. October 2010;(58):253-274.
Chicago Başbuğ, Gökçe. “DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA”. Journal of Social Policy Conferences, no. 58 (October 2010): 253-74.
EndNote Başbuğ G (October 1, 2010) DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA. Journal of Social Policy Conferences 58 253–274.
IEEE G. Başbuğ, “DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA”, Journal of Social Policy Conferences, no. 58, pp. 253–274, October 2010.
ISNAD Başbuğ, Gökçe. “DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA”. Journal of Social Policy Conferences 58 (October 2010), 253-274.
JAMA Başbuğ G. DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA. Journal of Social Policy Conferences. 2010;:253–274.
MLA Başbuğ, Gökçe. “DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA”. Journal of Social Policy Conferences, no. 58, 2010, pp. 253-74.
Vancouver Başbuğ G. DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA. Journal of Social Policy Conferences. 2010(58):253-74.
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