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

Nur Çamlıca Şendemir; Ozan Büyükyılmaz

doi:10.33483/jfpau.1520395

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

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

Nur Çamlıca Şendemir , Ozan Büyükyılmaz

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

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

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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

References

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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]
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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]
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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]
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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]
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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]
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There are 79 citations in total.

Details

Primary Language	English
Subjects	Pharmacy Management
Journal Section	Research Article
Authors	Nur Çamlıca Şendemir 0000-0002-7459-867X Ozan Büyükyılmaz 0000-0001-5499-1485
Early Pub Date	May 2, 2025
Publication Date	May 19, 2025
Submission Date	July 22, 2024
Acceptance Date	March 14, 2025
Published in Issue	Year 2025 Volume: 49 Issue: 2

Cite

APA	Çamlıca Şendemir, N., & Büyükyılmaz, O. (2025). THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION. Journal of Faculty of Pharmacy of Ankara University, 49(2), 459-476. https://doi.org/10.33483/jfpau.1520395
AMA	Çamlıca Şendemir N, Büyükyılmaz O. THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION. J. Fac. Pharm. Ankara. May 2025;49(2):459-476. doi:10.33483/jfpau.1520395
Chicago	Çamlıca Şendemir, Nur, and Ozan Büyükyılmaz. “THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION”. Journal of Faculty of Pharmacy of Ankara University 49, no. 2 (May 2025): 459-76. https://doi.org/10.33483/jfpau.1520395.
EndNote	Çamlıca Şendemir N, Büyükyılmaz O (May 1, 2025) THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION. Journal of Faculty of Pharmacy of Ankara University 49 2 459–476.
IEEE	N. Çamlıca Şendemir and O. Büyükyılmaz, “THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION”, J. Fac. Pharm. Ankara, vol. 49, no. 2, pp. 459–476, 2025, doi: 10.33483/jfpau.1520395.
ISNAD	Çamlıca Şendemir, Nur - Büyükyılmaz, Ozan. “THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION”. Journal of Faculty of Pharmacy of Ankara University 49/2 (May2025), 459-476. https://doi.org/10.33483/jfpau.1520395.
JAMA	Çamlıca Şendemir N, Büyükyılmaz O. THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION. J. Fac. Pharm. Ankara. 2025;49:459–476.
MLA	Çamlıca Şendemir, Nur and Ozan Büyükyılmaz. “THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION”. Journal of Faculty of Pharmacy of Ankara University, vol. 49, no. 2, 2025, pp. 459-76, doi:10.33483/jfpau.1520395.
Vancouver	Çamlıca Şendemir N, Büyükyılmaz O. THE EFFECT OF EMOTIONAL LABOR ON PHARMACISTS’ JOB SATISFACTION AND THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION. J. Fac. Pharm. Ankara. 2025;49(2):459-76.

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The Journal of Faculty of Pharmacy of Ankara University is an international medium, an open access, peer-reviewed journal for the publication of original research reports, reviews and short communications in English or Turkish on relevant developments in pharmaceutical sciences., Proceeding of scientific meetings may be published as special issues of supplements to the journal. Additionally, it contains previous and forthcoming national and international scientific meetings with social activities in pharmaceutical areas.