GÜVENLİK GÜÇLERİNİN PERFORMANSINDA DUYGUSAL EMEĞİN ETKİSİ: KAVRAM VE LİTERATÜR ODAKLI BİR İNCELEME

Year 2022, Volume: 32 Issue: 1, 67 - 100, 30.06.2022

Murat Sağbaş İbrahim Yıkılmaz

https://doi.org/10.54078/savsad.1134246

Abstract

İşin ve örgütün gereklerine uygun olarak duyguların yönetilmesi duygusal emek kavramı ile açıklanmaktadır. Özellikle güvenlik gücü personeli açısından hizmet sunduğu mağdur ve suçlu bireyler ve elinde bulunan kamu gücü gözetildiğinde, uygun duygusal emek stratejisinin seçilmesi kritik bir süreçtir. Nitekim duygusal emek örgütsel performans ve çalışanın psikolojik sağlığı üzerinde olumsuz birçok etkiye sahiptir. Bu kapsamda duygusal emeğin güvenlik örgütleri ve personeli üzerindeki etkilerinin incelenmesi amaçlanmıştır. Bu amaca uygun olarak çeşitli indekslerde taranan (Ulakbim, Scopus, Web of Science ve Proquest) yayınlardan ampirik sonuçlar sunan 24 çalışma ayrıntılı bir şekilde ele alınmıştır. Güvenlik güçlerinin etkinliğinin ve performanslarının arttırılmasına ve duygusal emeğin etkilerin azaltılmasına yönelik somut önerilerde bulunulmuştur. Çalışmanın sonuçlarının kaos ve düzen arasındaki ince çizgide önemli bir rol üstlenen güvenlik güçlerinin sosyo-duygusal yeteneklerinin geliştirilmesi, bireysel ve örgütsel performanslarının artırılmasına yönelik farkındalığı artırırken, duygusal emek literatürüne önemli katkılarının olacağı değerlendirilmektedir.

Keywords

Güvenlik Güçleri, Duygusal Emek, Asker, Polis, Duygusal Uyumsuzluk

The Effect of Emotional Labor on the Performance of Security Forces: A Conceptual and Literature Focused Review

Abstract

The management of emotions in accordance with the requirements of the job and the organization is explained by the concept of Emotional Labor. Choosing the appropriate emotional labor strategy is a critical process, especially for the security force personnel, considering the victims and criminals they serve, and the public power in their hands. Emotional labor has many negative effects on organizational performance and the psychological health of the employee. In this context, it is aimed to examine the effects of emotional labor on security organizations and their personnel. For this purpose, 24 studies presenting empirical results from publications in various indexes (Ulakbim, Scopus, Web of Science, and Proquest) were discussed in detail. Suggestions were made to increase the effectiveness and performance of the security forces and to reduce the effects of emotional labor. It is considered that the results of the study will contribute significantly to the emotional labor literature, while raising awareness about the development of the socio-emotional abilities of the security forces, who play an important role in the fine line between chaos and order, and increase their individual and organizational performance.

Keywords

Security Forces, Emotional Labor, Soldier, Police, Emotional Dissonance

References

• Adams, I. T., & Mastracci, S. H. (2020). Contrasting emotional labor and burnout in civilian and sworn law enforcement personnel. Policing: An International Journal. 43(2), 314-329.
• Akin, U., Aydin, I., Erdogan, C., & Demirkasimoglu, N. (2014). Emotional labor and burnout among Turkish primary school teachers. Australian Educational Researcher, 41, 155-169.
• Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
• Basim, N. H., Begenirbas, M., & Can Yalcin, R. (2013). Effects of teacher personalities on emotional exhaustion: mediating role of emotional labor. Educational Sciences: Theory and Practice, 13, 1488-1496.
• Bechtoldt, M. N., Rohrmann, S., De Pater, I. E., & Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor. Journal of Applied Psychology, 96, 1087-1094.
• Beğenirbaş, M., & Çalışkan, A. (2014). Duygusal emeğin iş performansı ve işten ayrılma niyetine etkisinde kişilerarası çarpıklığın aracılık rolü. Business and Economics Research Journal, 5(2), 109-127.
• Berking, M., Meier, C., & Wupperman, P. (2010). Enhancing emotion-regulation skills in police officers: Results of a pilot controlled study. Behavior therapy, 41(3), 329-339.
• Bhowmick, S., & Mulla, Z. (2016). Emotional labour of policing: Does authenticity play a role?. International Journal of Police Science & Management, 18(1), 47-60.
• Birze, A., LeBlanc, V., Regehr, C., Paradis, E., & Einstein, G. (2020). The "Managed" or Damaged Heart? Emotional Labor, Gender, and Posttraumatic Stressors Predict Workplace Event-Related Acute Changes in Cortisol, Oxytocin, and Heart Rate Variability. Frontiers in psychology, 11, 604.
• Birze, A., Regehr, C., Paradis, E., LeBlanc, V., & Einstein, G. (2021). Perceived organizational support and emotional labour among police communicators: what can organizational context tell us about posttraumatic stress?. International Archives of Occupational and Environmental Health, 1-11.
• 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.
• Buruck, G., Dörfel, D., Kugler, J., & Brom, S. S. (2016). Enhancing well-being at work: The role of emotion regulation skills as personal resources. Journal of occupational health psychology, 21(4), 480.
• Cheung, F. Y., & Lun, V. M.-C. (2015). Emotional labour and occupational well-being: a latent profile analytic approach. Journal of Individual Differences, 36, 30-37.
• Choi, S., & Guy, M. E. (2020). The link between emotional labor and organizational culture in Korean bureaucracy: how taxing is tax work? How enforcing is law enforcement?. International Review of Public Administration, 25(2), 129-144.
• Coelho-Alves, J. S., Bendassolli, P. F., & Guedes-Gondim, S. M. (2017). Emotional labor and burnout: a study with the military police. Avances en Psicología Latinoamericana, 35(3), 459-472.
• DeSteno, D., Gross, J. J., & Kubzansky, L. (2013). Affective science and health: the importance of emotion and emotion regulation. Health Psychology, 32(5), 474.
• Diefendorff, J. M., & Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88, 284-294.
• Dumbrava, E. (2014). Predictors and effects of emotion regulation in organizations: a meta-analysis. Procedia-Social and Behavioral Sciences, 128, 373-379. Farr-Wharton, B., Xerri, M., Saccon, C., & Brunetto, Y. (2021). Leadership matters to the police: Managing emotional labour through authentic leadership. Public Money & Management, 1-9.
• Gassmann, J. N. N. (2010). Patrolling the homefront: The emotional labor of Army wives volunteering in family readiness groups (Doctoral dissertation, University of Kansas). Goodwin, R. E., Groth, M., & Frenkel (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79, 538-548.
• 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. Grandey, A. A., Foo, S. C., Groth, M., & Goodwin, R. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17, 1-14.
• Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of general psychology, 2(3), 271-299.
• Guedes, H. D., Gondim, S. M. G., & Hirschle, A. L. T. (2020). Emotional labor and work engagement in military police: mediation of professional identity. Estudos de Psicologia (Natal), 25(1), 69-79.
• Hendrix, S. M. (2020). The Mask of Athena: Socio-Emotional Labor's Hidden Cost for the US Army's Women Officers (Doctoral dissertation, Georgetown University).
• Hobfoll, S. E. (1989). Conservation of resources: a new attempt at conceptualizing stress. American psychologist, 44(3), 513.
• Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85(3), 551-575.
• Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
• Huey, L., & Kalyal, H. (2017). 'We deal with human beings' The emotional labor aspects of criminal investigation. International Journal of Police Science & Management, 19(3), 140-147.
• 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.
• Hülsheger, U. R., Lang, J. W., & Maier, G. W. (2010). Emotional labor, strain, and performance: testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15, 505- 521.
• Kammeyer-Mueller, J. D., Rubenstein, A. L., Long, D. M., Odio, M. A., Buckman, B. R., Zhang, Y., & Halvorsen Ganepola, M. D. K. (2013). A meta-analytic structural model of dispositional affectivity and emotional labor. Personnel Psychology, 66, 47-90.
• Karaçam, Z. (2013). Sistematik derleme metodolojisi: Sistematik derleme hazırlamak için bir rehber. Dokuz Eylül Üniversitesi Hemşirelik Fakültesi Elektronik Dergisi, 6(1), 26-33.
• Karim, J., & Weisz, R. (2011). Emotional intelligence as a moderator of affectivity/emotional labor and emotional labor/psychological distress relationships. Psychological Studies, 56, 348-359.
• Keller, M.M., Chang, M. L., Becker, E. S., Goetz, T., & Frenzel, A. C. (2014). Teachers' emotional experiences and exhaustion as predictors of emotional labor in the classroom: an experience sampling study. Frontiers in Psychology, 5, 1442.
• Kim, S. H., & Ham, Y. (2015). A meta-analysis of the variables related to the emotional labor of nurses. Journal of Korean Academy of Nursing Administration, 21(3), 263-276.
• Kwak, H., McNeeley, S., & Kim, S. H. (2018). Emotional labor, role characteristics, and police officer burnout in South Korea: The mediating effect of emotional dissonance. Police quarterly, 21(2), 223-249.
• Lennie, S. J. (2019). Emotional (in) Authenticity: The Psychological Impact of Emotional Labour on the Police Officers of England and Wales (Doctoral dissertation, Manchester Metropolitan University).
• Lennie, S. J., Sarah, E. C., & Sutton, A. (2020). Robocop-The depersonalisation of police officers and their emotions: A diary study of emotional labor and burnout in front line British police officers. International Journal of Law, Crime and Justice, 61, 100365.
• Li, M., & Wang, Z. (2016). Emotional labour strategies as mediators of the relationship between public service motivation and job satisfaction in Chinese teachers. International Journal of Psychology, 51, 177-184.
• Littell, J. H., Corcoran, J. & Pillai, V. (2008). Systematic Reviews and Meta-Analysis. UK: Oxford University Press.
• Lumsden, K., & Black, A. (2018). Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England. The British journal of criminology, 58(3), 606-623.
• Madrid, H. P., Barros, E., & Vasquez, C. A. (2020). The Emotion Regulation Roots of Job Satisfaction. Frontiers in Psychology, 11, 3298.
• Mastracci, S. H., & Adams, I. T. (2020). It's not depersonalization, It's emotional labor: Examining surface acting and use-of-force with evidence from the US. International Journal of Law, Crime and Justice, 61, 100358.
• Millar, J. (2004). Systematic Reviews for Policy Analysis, S. Becker ve A. Byrman (ed.), Understanding Research for Social Policy and Practice: Themes, Methods and Approaches içinde, Bristol: Policy Press.
• Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010.
• Nguyen, H., Groth, M., & Johnson, A. (2016). When the going gets tough, the tough keep working: Impact of emotional labor on absenteeism. Journal of Management, 42, 615-643.
• Prati, L. M. (2004). Emotional intelligence as a facilitator of the emotional labor process (Doctoral Dissertation), The Florida State University, Tallahassee.
• Rupp, D. E., McCance, A. S., Spencer, S., & Sonntag, K. (2008). Customer (in) justice and emotional labor: The role of perspective taking, anger, and emotional regulation. Journal of Management, 34(5), 903-924.
• Sağbaş, M., Karabal, C. & Sürücü, L. (2021). The Effect of Authentic Leadership on Job Stress. Elektronik Sosyal Bilimler Dergisi, 20 (79), 1328-1340. Saks, K. (1990). "Does It Pay To Care? Circles Of Care: Work And Identity In Women's Lives", Suny Press, Newyork, 111-136.
• Schaible, L. M., & Gecas, V. (2010). The impact of emotional labor and value dissonance on burnout among police officers. Police Quarterly, 13(3), 316-341.
• Stanley, E. A., & Larsen, K. L. (2021). Difficulties with emotion regulation in the contemporary US Armed Forces: Structural contributors and potential solutions. Armed Forces & Society, 47(1), 77-105.
• Stuttaford, M. (2020). Unpaid Public Work is Not Cost Free: Military Spouses Performing Emotional Labor. Military Behavioral Health, 8(2), 139-147.
• Theorell, T., Karasek, R. A., & Eneroth, P. (1990). Job strain variations in relation to plasma testosterone fluctuations in working men?a longitudinal study. Journal of internal medicine, 227(1), 31-36.
• Trougakos, J. P., Beal, D. J., Green, G. S., & Weiss, H. M. (2008). Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays. Academy of Management Journal, 51, 131-146.
• Truta, C. (2014). Emotional labor and motivation in teachers. Procedia - Social and Behavioural Sciences, 127, 791-795.
• Tuxford, L. M., & Bradley, G. L. (2015). Emotional job demands and emotional exhaustion in teachers. Educational Psychology, 35, 1006-1024.
• Uğural, M. N., Giritli, H., & Urbański, M. (2020). Determinants of the Turnover Intention of Construction Professionals: A Mediation Analysis. Sustainability, 12(3), 954.
• Van Gelderen, B. R., Konijn, E. A., & Bakker, A. B. (2017). Emotional labor among police officers: A diary study relating strain, emotional labor, and service performance. The International Journal of Human Resource Management, 28(6), 852-879.
• Van Gelderen, B., Heuven, E., Van Veldhoven, M., Zeelenberg, M., & Croon, M. (2007). Psychological strain and emotional labor among police-officers: A diary study. Journal of Vocational Behavior, 71(3), 446-459.
• Ward, J., McMurray, R., & Sutcliffe, S. (2020). Working at the edge: Emotional labour in the spectre of violence. Gender, Work & Organization, 27(1), 82-97.
• Wharton, A. S., & Erickson, R. I. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18(3), 457-486
• Yao, X. P., Yao, M. L., Zong, X. L., Li, Y. L., Li, X. Y., Guo, F. F., & Cui, G. Y. (2015). How school climate influences teachers' emotional exhaustion: the mediating role of emotional labor. International Journal of Environmental Research and Public Health, 12, 12505-12517.
• Yıkılmaz, İ., & Sürücü, L. (2021). Leader-member exchange as a mediator of the relationship between authentic leadership and employee creativity. Journal of Management & Organization, 1-14.
• Yıkılmaz, İ., Taşdemir, D. D., & Gündüz Çekmecelioğlu, H. (2021). The assessment of the intermediation role of emotional labor dimensions in the relationship between cultural intelligence and individual work performance. Business and Economics Research Journal, 12(1), 157- 172.
• Yilmaz, K., Altinkurt, Y., Guner, M., & Sen, B. (2015). The relationship between teachers' emotional labor and burnout level. Eurasian Journal of Educational Research, 59, 75-90.
• Yin, H. (2015). The effect of teachers' emotional labour on teaching satisfaction: moderation of emotional intelligence. Teachers and Teaching: Theory and Practice, 21, 789-810.
• Yin, H., Huang, S., & Lee, J. C. K. (2017). Choose your strategy wisely: examining the relationships between emotional labor in teaching and teacher efficacy in Hong Kong primary schools. Teaching and Teacher Education, 66, 127-136.
• Yin, H.-b., Lee, J. C. K., Zhang, Z.-h., & Jin, Y.-l. (2013). Exploring the relationship among teachers' emotional intelligence, emotional labor strategies and teaching satisfaction. Teaching and Teacher Education, 35, 137- 145.
• Zammuner, V. L., & Galli, C. (2005). Wellbeing: Causes and consequences of emotion regulation in work settings. International review of psychiatry, 17(5), 355-364. Zhang, Q., & Zhu, W. (2008). Exploring emotion in teaching: emotional labour, burnout, and satisfaction in Chinese higher education. Communication Education, 57, 105-122.