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

Yıl 2010, Sayı: 58, 253 - 274, 11.10.2010

Gökçe Başbuğ

Öz

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.

Anahtar Kelimeler

Duygusal Emek, Çağrı Merkezi, İş Memnuniyeti

Kaynakça

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