Research Article
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The Impact of Hotel Employees' Deep Acting on Work-Family and Family-Work Conflict

Year 2018, Volume: 9 Issue: 16, 575 - 599, 30.12.2018
https://doi.org/10.26466/opus.483320

Abstract

In
the hotel industry, which is one of the most important areas of the tourism
industry, besides long and irregular working hours employees are also required
to exhibit the emotions that customers expect. Expressing emotions that
customers expect are explained by the concept of emotional labor. Emotional
labor is defined as the emotions expected by the employees to be exhibited and
reflected by trying to feel the emotions. While surface acting has negative
consequences for the individual and the organization, deep acting can reduce
negative consequences. Employees may experience conflict in their work and
family lives as their work and family expectations are synchronized in the
hospitality sector. Considering the positive results of deep acting, it is
likely that this may have a mitigating effect on the discordance between work
and family. The aim of this study is to determine the impact of the deep acting
of hotel employees on the work-family and family work conflict. In this
context, a survey was conducted on 392 hotel employees in Belek. The
questionnaire consisted of three parts. In the first part, the work-family and
family-work conflict scale, in the second part, the scale which includes the
deep acting dimension of emotional labor, and in the third section, questions
about determining some demographic and other individual characteristics are
included. The data were analyzed with statistical package program. As a result
of analyzes, it was concluded that the deep acting of the employees have a
negative effect on the family-work conflict and work-family conflict.

References

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Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi

Year 2018, Volume: 9 Issue: 16, 575 - 599, 30.12.2018
https://doi.org/10.26466/opus.483320

Abstract

Turizm endüstrisinin önemli
alanlarından biri olan otelcilik sektöründe uzun ve düzensiz çalışma
saatlerinin yanı sıra çalışanlar müşterilerin beklediği duygu gösterimlerini
sergilemek durumunda kalmaktadır. Müşterilerin beklediği duyguların
sergilenmesi duygusal emek kavramı ile açıklanmaktadır. Duygusal emek,
çalışanlar tarafından beklenen duyguların rol yapılarak sergilenmesi ve
duyguların hissedilmeye çalışılarak yansıtılması olarak tanımlanmaktadır.
Yüzeysel davranış birey ve örgüt açısından olumsuz sonuçlar doğururken, derin
davranış olumsuz sonuçları azaltabilmektedir. Otelcilik sektöründe iş ve
aileden beklentilerinin eş zamanlı olmasından dolayı çalışanlar iş ve aile
yaşamlarında çatışma yaşayabilmektedir. Derin davranışın olumlu sonuçları
dikkate alındığında, iş ve aile arasındaki uyumsuzluğu azaltıcı etkisi
olabileceği muhtemeldir. Bu araştırmanın amacı otel çalışanlarının derin
davranışlarının yaşadıkları iş-aile ve aile iş çatışmasının etkisini
belirleyebilmektir. Bu kapsamda, Belek’teki 392 otel çalışanı üzerinde anket
uygulanmıştır. Uygulanan anket üç bölümden oluşmaktadır. Birinci bölümde
iş-aile ve aile-iş çatışması ölçeğine, ikinci bölümde duygusal emeğin derin
davranış boyutunu içeren ölçeğe ve üçüncü bölümde ise bazı demografik ve diğer
bireysel özellikleri tespit etmeye yönelik sorulara yer verilmiştir. Elde
edilen veriler istatistik paket programı ile analiz edilmiştir. Yapılan
analizler sonucunda, çalışanların sergiledikleri derin davranışlarının
yaşadıkları iş-aile çatışması ve aile-iş çatışması üzerinde negatif yönlü etki
ettiği sonucuna ulaşılmıştır.

References

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  • Anderson, B., Provis, C., ve Chappel, S. (2002). The recognition and management of emotional labour in the tourism industry. (Araştırma raporu). CRC For Sustainable Tourism.http://www.crctourism.-com.au/wms/upload/resources/bookshop/EmotionalLabour_v5.pdf sayfasından erişilmiştir.
  • Ashforth, B., & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
  • Barger, P.B., Grandey, A.A., 2006. Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.
  • Basım, H.N. ve Begenirbaş, M. (2012). Çalışma yaşamında duygusal emek: Bir ölçek uyarlama çalışması. Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Yönetim ve Ekonomi Dergisi, 19(1), 77-90.
  • Bilal, K. (2011). Emotive toil and hospitality management at the work-place: A case of airline industry in Pakistan. International Journal of Business and Social Science, 2(9), 185-191.
  • Brotheridge, C.M. ve Grandey, A.A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
  • Brotheridge, C.M. ve Lee, R.T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67.
  • Carlson, D., Ferguson, M., Hunter, E., ve Whitten, D. (2012). Abusive supervision and work–family conflict: The path through emotional labor and burnout. The Leadership Quarterly 23(5), 849-859.
  • Carlson, D., Kacmar, K.M., Zivnuska, S., Ferguson, M. ve Whitten, D. (2011). Work-family enrichment and job performance: A constructive replication of affective events theory. Journal of Occupational Health Psychology, 16, 297-312.
  • Carlson, D.S., Kacmar, K. M., ve Williams, L. J. (2000). Construction and initial validation of a multidimensional measure of work–family conflict. Journal of Vocational Behavior, 56, 249–276.
  • Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y. ve Zhong, J.A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
  • Cheung, F.Y.L. ve Tang, C.S.K. (2009). Quality of work life as a mediator between emotional labor and work family interference. Journal of Bussiness and Psychology, 24(3), 245–255.
  • Chu, K.H.L. ve Murrmann, S.K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
  • Chu, K.H., Baker, M.A. ve Murrmann, S.K. (2012). When we are on-stage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management, 31(3), 906-915.
  • Cote, S. (2005). A social interaction model of the effects of emotion regulation on work strain. The Academy of Management Review, 30(3), 509-530.
  • Cugini, A., Caru, A. ve Zerbini, F. (2007). The cost of customer satisfaction: A frame work for strategic cost management in service industries. European Accounting Review, 16(3), 499-530.
  • Çakır, M. (2011). Turizm sektöründe iş-aile çatışması: Ankara’daki 4 ve 5 yıldızlı otel işletmelerinde bir araştırma. Yayınlanmamış Yüksek Lisans Tezi. Gazi Üniversitesi Eğitim Bilimleri Enstitüsü: Ankara.
  • Çelik, M. ve Turunç, Ö. (2011). Duygusal emek ve psikolojik sıkıntı: İş-aile çatışmasının aracılık etkisi. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 40(2), 226-250.
  • Diefendorff, J.M, Croyle, M.H. ve Gosserand, R.H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Organizational Behavior, 66, 339-357.
  • Diefendorff, J.M. ve Gosserand, R.H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959.
  • Duxbury, L, Higgins, C. ve Lee, C. (1994). Work-family conflict: A comparison by gender, family type, and perceived control. Journal of Family Issues. 15(3), 449- 466.
  • Dyer, S., McDowell, L. ve Batniatzky, A. (2010). The impact of migration on thegendering of service work: The case of a West London hotel gender. Gender, Work and Organization, 17(6), 635–657.
  • Efeoğlu, İ.E. (2006). İş-aile yaşam çatışmasının iş stresi, iş doyumu ve örgütsel bağlılık üzerindeki etkileri: İlaç sektöründe bir araştırma. Yayınlanmamış Doktora Tezi. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü, Adana.
  • Fisk, G.M., ve Friesen, J.P. (2012). Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors. The Leadership Quarterly, 23, 1-12.
  • Fredrickson, B.L., ve Cohn, M.A. (2008). Positive emotions. Michael Lewis, Jeannette M. Haviland-Jones, & Lisa F. Barrett (Ed.), içinde Handbook of emotions (3rd) (ss.777-796). New York: Guilford.
  • Frone, M., Russell, M. ve Cooper, M. (1992). Antecedents and outcomes of work-family conflict: Testing a model of the work-family interface. Journal of Applied Psychology, 77, 65–78.
  • Grandey, 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, 86-96. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110.
  • Grandey, A.A. Fisk, G.M. ve Steiner, D.D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893-904.
  • Greenhaus, J.H., ve Beutell, N. J. (1985). Sources of conflict between work and family roles, Academy of Management Review, 10(1), 76-88.
  • Greenhaus, J.H. ve Powell, G. (2006). When work and family are allies: A theory of work-family enrichment. Academy of Management Review, 31, 72-92.
  • Greenhaus, J.H., Collins, K.M. ve Shaw, J.D. (2003). The relation between work-family balance and quality of life. Journal of Vocational Behavior, 63(3), 510-531.
  • Hochschild, A.R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California.
  • Judge, T. A. ve Colquitt, J. A. (2004). Organizational justice and stress: The mediating role of work–family conflict. The Journal of Applied Psychology, 89, 395–404.
  • Johns, G. (2011). Attendance dynamics at work: The antecedents and correlates of presenteeism, absenteeism, and productivity loss. Journal of Occupational Health Psychology, 16, 483–500.
  • Johnson, H.A.M. (2004). The story behind service with a smile: The effects of emotional labor on job satisfaction, emotional exhaustion, and affective well-being. Master dissertation, University of South Florida, Col-lege of Arts and Sciences, Florida.
  • Judge, T.A., Woolf, E.F. ve Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57-88.
  • Karim, J. (2009). Emotional labor and psychological distress: Testing the mediatory role of work-family conflict. European Journal of Social Sciences, 11(4), 584-598.
  • Keleş, Y. ve Tuna, M. (2016). Örgütsel adaletin duygusal emek üzerindeki etkisi: Antalya’daki beş yıldızlı otel işletmelerinde bir araştırma. İşletme Araştırmaları Dergisi, 8(2), 376-376.
  • Kruml, S.M. ve Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49.
  • Lam, W. ve Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31, 3-11.
  • Lee, G. (2015). Korean emotional laborers’ job stressors and relievers: Focus on work conditions and emotional labor properties. Safety and Health at Work, 6, 338-344.
  • Lingard, H. ve Francis, V. (2006). Does a supportive work environment moderate the relationship between work-family conflict and burnout among construction professionals? Construction Management and Economics, 24, 185-196.
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There are 67 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Yasin Keleş 0000-0002-6879-448X

Publication Date December 30, 2018
Acceptance Date December 15, 2018
Published in Issue Year 2018 Volume: 9 Issue: 16

Cite

APA Keleş, Y. (2018). Otel Çalışanlarının Derin Davranışlarının Yaşadıkları İş-Aile ve Aile-İş Çatışması Üzerindeki Etkisi. OPUS International Journal of Society Researches, 9(16), 575-599. https://doi.org/10.26466/opus.483320