DUYGUSAL EMEĞİN ECZACILARIN İŞ TATMİNİ ÜZERİNDEKİ ETKİSİ VE DUYGUSAL TÜKENMİŞLİĞİN ARACILIK ROLÜ

Year 2025, Volume: 49 Issue: 2, 459 - 476, 19.05.2025

Nur Çamlıca Şendemir , Ozan Büyükyılmaz

https://doi.org/10.33483/jfpau.1520395

Abstract

Amaç: Bu çalışma, duygusal emek stratejileri, duygusal tükenme ve iş tatmini arasındaki karmaşık ilişkileri, özellikle duygusal tükenmişliğin aracılık rolü kapsamında araştırmaktadır. Araştırmanın amacı, duygusal tükenmişliğin eczacıların duygusal emek davranışları (yüzeysel rol yapma ve derin rol yapma) ile iş tatminleri arasındaki ilişkiler üzerindeki aracılık etkisini ampirik olarak değerlendirmektir.
Gereç ve Yöntem: Çalışma kapsamında veriler, Karabük ilindeki farklı eczanelerde çalışan 186 eczacıya uygulanan bir anket aracılığıyla toplanmıştır. Araştırma hipotezleri, karmaşık çok değişkenli ilişkileri incelemek için uygun bir teknik olan Kısmi En Küçük Kareler Yapısal Eşitlik Modellemesi (PLS-SEM) kullanılarak test edilmiştir.
Sonuç ve Tartışma: Çalışmanın bulguları, eczacıların gerçek duygularını samimi bir şekilde ifade ettikleri derin rol yapmanın duygusal tükenmişlik üzerinde doğrudan negatif, iş tatmini üzerinde ise doğrudan pozitif bir etkiye sahip olduğunu ortaya koymuştur. Bunun aksine, sonuçlar, eczacıların gerçek duygularını bastırdığı ve yapay duygusal tepkiler sergilediği yüzeysel rol yapmanın duygusal tükenmişlik üzerinde önemli bir pozitif etkiye sahip olduğunu, ancak iş tatmini üzerindeki doğrudan etkisinin anlamsız olduğunu göstermektedir. Daha da önemlisi, bu çalışma duygusal tükenmişliğin hem yüzeysel rol yapma ile iş tatmini arasındaki hem de derin rol yapma ile iş tatmini arasındaki ilişkilerde kısmi bir aracılık rolü oynadığını belirlemektedir. Bu durum, eczacıların duygusal emek stratejilerinin duygusal kaynaklarının tükenmesi üzerinden iş tatmini düzeylerini etkileyen önemli bir mekanizma olduğunu göstermektedir.

Keywords

Derin rol yapma, duygusal emek, duygusal tükenmişlik, iş tatmini, yüzeysel rol yapma

THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION

Abstract

Objective: This study investigates the complex interplay among emotional labor strategies, emotional exhaustion, and job satisfaction, with a specific focus on examining the mediating role of emotional exhaustion. The primary objective of the research is to empirically evaluate the mediating influence of emotional exhaustion on the relationships between pharmacists' emotional labor behaviors (surface acting and deep acting) and their job satisfaction.
Material and Method: The data for the study was collected through a survey of 186 pharmacists employed in various organizations in Karabük, Türkiye. The research hypotheses were tested using Partial Least Squares Structural Equation Modeling (PLS-SEM), a robust analytical technique suited for examining complex multivariate relationships.
Result and Discussion: The findings of the study reveal that deep acting, whereby pharmacists genuinely express their true emotions, has a direct negative effect on emotional exhaustion and a direct positive effect on job satisfaction. In contrast, the results indicate that surface acting, in which pharmacists suppress their authentic emotions and display artificial emotional responses, has a significant positive effect on emotional exhaustion, while its direct impact on job satisfaction is insignificant. Importantly, the study demonstrates that emotional exhaustion plays a partial mediating role in the relationships between both surface acting and job satisfaction, as well as between deep acting and job satisfaction. This suggests that the depletion of pharmacists' emotional resources is a crucial mechanism through which their emotional labor strategies influence their job satisfaction levels.

Keywords

Deep Acting, emotional exhaustion, emotional labor, job satisfaction, surface acting

References

• 1. Ashforth, B.E., Humphrey, R.H. (1993). Emotional labor in service roles: The influence of identity. The Academy of Management Review, 18(1), 88-115. [CrossRef]
• 2. Morris, J.A., Feldman, D.C. (1996). The dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010. [CrossRef]
• 3. Diefendorff, J.M., Croyle, M.H., Gosserand, R.H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357. [CrossRef]
• 4. Olk, S., Lindenmeier, J., Tscheulin, D.K., Zogaj, A. (2021). Emotional labor in a non-isolated service encounter-the impact of customer observation on perceived authenticity and perceived fairness. Journal of Retailing and Consumer Services, 58, 102316. [CrossRef]
• 5. Rahme, D., Lahoud, N., Sacre, H., Akel, M., Hallit, S., Salameh, P. (2020). Work fatigue among Lebanese community pharmacists: Prevalence and correlates. Pharmacy Practice, 18(2), 1844. [CrossRef]
• 6. Mahesh, S. (2017). The growing value of emotional labor in the e-commerce workplace. Journal of Management Information Systems & E-commerce, 4(1), 1-11.
• 7. Ulutaş Deniz, E., Eren, R., Alaf, D. (2024). Evaluating the influence of emotional intelligence on job satisfaction among pharmacists. Journal of Research in Pharmacy, 28(1), 197-212. [CrossRef]
• 8. Syarief, F., Pramitha, S.R. (2020). Emotional labor in the Indonesian pharmaceutical sector and organizational deviance by employees: Role of surface acting, emotional exhaustion, and job burnout. Systematic Reviews in Pharmacy, 11(2), 714-724. [CrossRef]
• 9. Mekhum, W. (2020). Do emotional labor strategies influence the job-related outcomes? Mediation of emotional exhaustion and moderation of perceived organization support. Systematic Reviews in Pharmacy, 11(3), 223-233. [CrossRef]
• 10. Yildiz, A., Gayir, G.B. (2023). The relationship between the emotional labor behaviors of sales staff and their life satisfaction: A research in free pharmacies in TRB-1 region in Turkey. Kahramanmaras Sutcu Imam University Journal of Social Sciences, 20(1), 300-319. [CrossRef]
• 11. Brotheridge, C.M., Grandey, A.A. (2002) Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39. [CrossRef]
• 12. Zapf, D., Seifert, C., Schmutte, B., Mertini, H., Holz, M. (2001). Emotion work and job stressors and their effects on burnout. Psychology & Health, 16(5), 527-545. [CrossRef]
• 13. Katsogiannis, I., Manara, E., Peletidi, A., Bistaraki, A., Constantinides, T., Kontogiorgis, C. (2024). Occupational burnout and job satisfaction among community pharmacists. Exploratory Research in Clinical and Social Pharmacy, 14, 100445. [CrossRef]
• 14. Maslach, C., Schaufeli, W.B., Leiter, M.P. (2001). Job Burnout. Annual Review of Psychology, 52, 397-422. [CrossRef]
• 15. Schaufeli, W.B., Bakker, A.B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(3), 293-315. [CrossRef]
• 16. Maslach, C. (2003). Job burnout: New directions in research and ıntervention. Current Directions in Psychological Science, 12(5), 189-192. [CrossRef]
• 17. Alarcon, G.M. (2011). A meta-analysis of burnout with job demands, resources, and attitudes. Journal of Vocational Behavior, 79(2), 549-562. [CrossRef]
• 18. Salvagioni, D.A.J., Melanda, F.N., Mesas, A.E., Gonzalez, A.D., Gabani, F.L., & Andrade, S.M.d. (2017). Physical, psychological and occupational consequences of job burnout: A systematic review of prospective studies. PLOS ONE, 12(10), 1-29. [CrossRef]
• 19. Maslach, C., Jackson, S.E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113. [CrossRef]
• 20. Demerouti, E., Bakker, A.B., Leiter, M. (2014). Burnout and job performance: The moderating role of selection, optimization, and compensation strategies. Journal of Occupational Health Psychology, 19(1), 96-107. [CrossRef]
• 21. Cole, M.S., Walter, F., Bedeian, A.G., O’Boyle, E.H. (2012). Job burnout and employee engagement: A meta-analytic examination of construct proliferation. Journal of Management, 38(5), 1550-1581. [CrossRef]
• 22. Kim, H., Stoner, M. (2008). Burnout and turnover intention among social workers: Effects of role stress, job autonomy and social support. Administration in Social Work, 32(3), 5-25. [CrossRef]
• 23. 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. [CrossRef]
• 24. Cheung, F., Tang, C.S.K., Tang, S. (2011). Psychological capital as a moderator between emotional labor, burnout, and job satisfaction among school teachers in China. International Journal of Stress Management, 18(4), 348-371. [CrossRef]
• 25. Hülsheger, U.R., Alberts, H.J.E.M., Feinholdt, A., Lang, J.W.B. (2013). Benefits of mindfulness at work: The role of mindfulness in emotion regulation, emotional exhaustion, and job satisfaction. Journal of Applied Psychology, 98(2), 310-325. [CrossRef]
• 26. Judge, T.A., Thoresen, C.J., Bono, J.E., Patton, G.K. (2001). The job satisfaction-job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127(3), 376-407. [CrossRef]
• 27. Hackman, J.R., Oldham, G.R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60(2), 159-170. [CrossRef]
• 28. Fadare, O.O., Witry, M.J., Gaither, C.A., Doucette, W.R. Schommer, J.C. (2023). What drives job satisfaction among community pharmacists? An application of relative importance analysis. Exploratory Research in Clinical and Social Pharmacy, 9, 100237. [CrossRef]
• 29. Seston, E., Hassell, K., Ferguson, J., Hann, M. (2009). Exploring the relationship between pharmacists' job satisfaction, intention to quit the profession, and actual quitting. Research in Social and Administrative Pharmacy, 5(2), 121-132. [CrossRef]
• 30. Abdullahi, A.K., Mosanya, A.U., Bello, N., Musa, M.K. (2023). Evaluation of job satisfaction among pharmacists working in public health facilities. Exploratory Research in Clinical and Social Pharmacy, 12, 100338. [CrossRef]
• 31. Locke, E.A. (1976). The nature and causes of job satisfaction. In: M.D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology, Vol. 1, (pp. 1297-1343), Chicago: Rand McNally.
• 32. Judge, T.A., Heller, D., Mount, M.K. (2002). Five-factor model of personality and job satisfaction: A meta-analysis. Journal of Applied Psychology, 87(3), 530-541. [CrossRef]
• 33. Eisenberger, R., Cummings, J., Armeli, S., Lynch, P. (1997). Perceived organizational support, discretionary treatment, and job satisfaction. Journal of Applied Psychology, 82(5), 812-820. [CrossRef]
• 34. Janssen, O., Van Yperen, N.W. (2004). Employees' goal orientations, the quality of leader-member exchange, and the outcomes of job performance and job satisfaction. Academy of Management Journal, 47(3), 368-384. [CrossRef]
• 35. Haar, J.M., Russo, M., Suñe, A., Ollier-Malaterre, A. (2014). Outcomes of work-life balance on job satisfaction, life satisfaction and mental health: A study across seven cultures. Journal of Vocational Behavior, 85(3), 361-373. [CrossRef]
• 36. Hobfoll, S.E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524. [CrossRef]
• 37. Hochschild, A.R. (1983). The managed heart: Commercialization of human feeling, University of California Press, California, p.1-307.
• 38. Grandey, A.A., Foo, S.C., Groth, M., Goodwin, R.E. (2011). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1-14. [CrossRef]
• 39. 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. The Academy of Management Journal, 46(1), 86-96. [CrossRef]
• 40. Xu, Y.W., Fan, L. (2023). Emotional labor and job satisfaction among nurses: The mediating effect of nurse–patient relationship. Frontiers in Psychology, 14, 1-10. [CrossRef]
• 41. Lee, H.J. (2021). Relationship between emotional labor and job satisfaction: Testing mediating role of emotional intelligence on South Korean public service employees. Public Organization Review, 21(2), 337-353. [CrossRef]
• 42. Huang, J.L., Chiaburu, D.S., Zhang, X.A., Li, N., Grandey, A.A. (2015). Rising to the challenge: Deep acting is more beneficial when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1398-1408. [CrossRef]
• 43. Humphrey, N.M. (2023). Emotional labor and employee outcomes: A meta-analysis. Public Administration, 101(2), 422-446. [CrossRef]
• 44. Hülsheger, U.R., Schewe, A.F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361-389. [CrossRef]
• 45. Saini, D., Singh, M. (2020). Emotional labour and its psychometric outcomes on the service providers of the hotel industry. International Journal of Leisure and Tourism Marketing, 7(1), 44-66. [CrossRef]
• 46. Yin, Y., Sun, S., Song, L., Jin, C., Wang, Y. (2023). Emotional labour strategies and job burnout: A meta-analysis of Chinese employees. Asian Journal of Social Psychology, 26(2), 219-237. [CrossRef]
• 47. Amissah, E.F., Blankson-Stiles-Ocran, S., Mensah, I. (2022). Emotional labour, emotional exhaustion and job satisfaction in the hospitality industry. Journal of Hospitality and Tourism Insights, 5(5), 805-821. [CrossRef]
• 48. Grandey, A.A. (2000). Emotional Regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110. [CrossRef]
• 49. Martínez-Iñigo, D., Totterdell, P., Alcover, C.M., Holman, D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work & Stress, 21(1), 30-47. [CrossRef]
• 50. Kim, T.T., Yoo, J.J.E., Lee, G., Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24(7), 1029-1046. [CrossRef]
• 51. Johnson, H.A.M., Spector, P.E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319-333. [CrossRef]
• 52. Lee, Y.H., Chelladurai, P. (2016). Affectivity, emotional labor, emotional exhaustion, and emotional intelligence in coaching. Journal of Applied Sport Psychology, 28(2), 170-184. [CrossRef]
• 53. Philipp, A., Schüpbach, H. (2010). Longitudinal effects of emotional labour on emotional exhaustion and dedication of teachers. Journal of Occupational Health Psychology, 15(4), 494-504. [CrossRef]
• 54. Scherer, S., Zapf, D., Beitler, L.A., Trumpold, K. (2020). Testing a multidimensional model of emotional labor, emotional abilities, and exhaustion: A multilevel, multimethod approach. Journal of Occupational Health Psychology, 25(1), 46-67. [CrossRef]
• 55. Bakker, A.B., Demerouti, E., Schaufeli, W.B. (2003). The socially induced burnout model. In S.P. Shohov (Ed.), Advanced in Psychology Research, (pp. 13-30), New York: Nova Science Publishers.
• 56. Lewig, K.A., Dollard, M.F. (2003). Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers. European Journal of Work and Organizational Psychology, 12(4), 366-392. [CrossRef]
• 57. Janssen, P.P.M., Peeters, M.C.W., Jonge, J.d., Houkes, I., Tummers, G.E.R. (2004). Specific relationships between job demands, job resources and psychological outcomes and the mediating role of negative work-home interference. Journal of Vocational Behavior, 65(3), 411-429. [CrossRef]
• 58. Karatepe, O.M. (2013). The effects of work overload and work-family conflict on job embeddedness and job performance: The mediation of emotional exhaustion. International Journal of Contemporary Hospitality Management, 25(4), 614-634. [CrossRef]
• 59. Lin, Y.W., Chang, W.P. (2015). Physician emotional labour and job performance: The mediating effects of emotional exhaustion. Journal of Health Management, 17(4), 446-457. [CrossRef]
• 60. Bakker, A.B., Sanz-Vergel, A.I., Rodríguez-Muñoz, A., Antino, M. (2019). Ripple effects of surface acting: A diary study among dual-earner couples. The Spanish Journal of Psychology, 22(7), 1-12. [CrossRef]
• 61. Zhao, X., Fu, N., Freeney, Y., Flood, P.C. (2020). Revisiting the effect of emotional labor: A multi-level investigation in front-line service teams. Frontiers in Psychology, 11, 570048. [CrossRef]
• 62. Peng, P., Li, X. (2023). The hidden costs of emotional labor on withdrawal behavior: The mediating role of emotional exhaustion, and the moderating effect of mindfulness. BMC Psychology, 11(1), 342. [CrossRef]
• 63. Basim, H.N., Begenirbas, M. (2012). Emotional labor in work life: A study of scale adaptation. Journal of Management and Economics, 19(1), 77-90.
• 64. Ergin, C., (1992). Burnout in doctors and nurses and adaptation of Maslach burnout scale, in VII. National Psychology Congress Scientific Studies. (pp. 143-154), Ankara: Türk Psikologlar Derneği Yayınları.
• 65. Şeşen, H., (2010). Antecedents and consequences of intrapreneurship: A study on Turkish defence industry. (PhD Thesis), Ankara: Turkish Military Academy Defense Science Institute.
• 66. Haenlein, M., Kaplan, A.M. (2004). A beginner's guide to partial least squares analysis. Understanding Statistics, 3(4), 283-297. [CrossRef]
• 67. Vinzi, V.E., Trinchera, L., Amato, S. (2010). PLS path modeling: From foundations to recent developments and open issues for model assessment and improvement. In W. Vinzi, W. Chin, J. Henseler, H. Wang (Eds.), Handbook of Partial Least Squares: Concepts, Methods and Applications, (pp. 47-82), Berlin, Heidelberg: Springer Berlin Heidelberg.
• 68. Hair, J.F., Hult, G.T.M., Ringle, C.M., Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM), 3. ed. SAGE Publications, Inc.Thousand Oaks, California.
• 69. Sarstedt, M., Ringle, C.M., Smith, D., Reams, R., Hair, J.F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105-115. [CrossRef]
• 70. Henseler, J., Hubona, G., Ray, P.A. (2017). Partial least squares path modeling: Updated guidelines. In H. Latan, R. Noonan (Eds.), Partial least squares path modeling: Basic concepts, Methodological Issues and Applications, (pp. 19-39), Cham: Springer International Publishing. [CrossRef]
• 71. Chin, W.W. (2010). How to write up and report PLS analyses. In V. Esposito Vinzi, W.W. Chin, J. Henseler, H. Wang (Eds.), Handbook of partial least squares: Concepts, methods and applications, (pp. 655-690), Berlin, Heidelberg: Springer Berlin Heidelberg. [CrossRef]
• 72. Sekaran, U., Bougie, R. (2016). Research methods for business: A skill-building approach, 7. ed. Wiley, Chichester, p. 1-407.
• 73. Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195-204. [CrossRef]
• 74. Chin, W.W. (1998). The Partial Least Squares Approach for Structural Equation Modeling. In G.A. Marcoulides (Ed.), Modern Methods for Business Research, (pp. 295-336), Mahwah, NJ, US: Lawrence Erlbaum Associates Publishers.
• 75. Fornell, C., Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. [CrossRef]
• 76. Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. (2019). Multivariate data analysis, 8. ed. Cengage Learning, Andover, Hampshire, UK, p. 1-759.
• 77. Nunnally, J.C., Bernstein, I.H. (1994). Psychometric theory, 3. ed. McGraw-Hill Inc, New York, p. 1-752.
• 78. Cohen, J. (1988). Statistical power analysis for the behavioral sciences, 2. ed. Routledge, New York, p. 1-579.
• 79. Preacher, K.J., Hayes, A.F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891. [CrossRef]