Duygusal Emeğin İş-Aile Çatışması Üzerine Etkisi: İzmir Şehir Otelleri Örneği

Yıl 2018, , 0 - 0, 01.06.2018

Tuğba Pala , Mustafa Tepeci Alp Timur

https://doi.org/10.17123/atad.435732

Öz

Bu çalışmada duygusal emek ile iş-aile çatışması arasındaki ilişkinin ortaya çıkarılması amaçlanmıştır. Bu doğrultuda İzmir ilinde bulunan on otelde; 3, 4, 5 yıldızlı ve butik otel çalışanlarından toplanan 302 anketin verileri analizlere tabi tutulmuştur. Analizler sonucunda yüzeysel ve samimi davranış ile zaman temelli iş-aile çatışması; yüzeysel ve derin davranış ile davranış temelli iş-aile çatışması arasında pozitif bir ilişki bulunmuştur. Samimi davranış sergileyen otel çalışanları daha fazla zaman temelli iş-aile çatışması; derin davranış sergileyen çalışanlar daha fazla davranış temelli iş-aile çatışması yaşarken yüzeysel davranış sergileyenler hem zaman hem de davranış temelli iş-aile çatışmasını daha fazla yaşamaktadır. Ayrıca regresyon analizinde yüzeysel davranışın zaman temelli iş-aile çatışması ve davranış temelli iş-aile çatışmasının önceli olduğu ve bu iki değişkeni açıkladığı görülmektedir.

Anahtar Kelimeler

İş-aile çatışması, Duygusal emek, Yüzeysel davranış, Otel çalışanları

The Relationship Between Emotional Labor and Work-Family Conflict among Hotel Employees in İzmir City Hotels

Öz

The purpose of the study is to determine the relationship between emotional labor and work-family conflict. The data were collected from 302 hotel employees working in ten hotels, which are classified as boutique and three to five star hotels in İzmir.The analyses indicate that surface and genuine acting are positively related with time-based work-family conflict; surface and deep acting are positively related with behavioral-based work-family conflict. Employees displaying genuine acting experience time-based work-family conflict and employees displaying deep acting experience behavioral-based work-family conflict. Employees who display surface acting experience both time-based and behavioral-based work-family conflicts. The regression analysis indicates that surface acting explains both time-based and behavioral-based work-family conflicts.

Anahtar Kelimeler

Work-family conflict, Emotional labor, Surface acting, Hotel employees

Kaynakça

• Allen, T.D. ve Finkelstein, L.M. (2014). Work-Family Conflict among Members of Full-Time Dual-Earner Couples: An Examination of Family Life Stage, Gender, and Age, Journal of Occupational Health Psychology,19 (3): 376-384.
• Ashforth, B.E. ve Humphrey, R.H. (1993). Emotional Labor in Service Roles: Influence of Identity, Academy of Management Review, 18:88-115.
• Byron, K. (2005). A Meta-Analytic Review of Work-Family Conflicts and Its Antecedents, Journal of Vocational Behaviour, 67:169-198.
• Brislin, R.W.,Lonner, W.J. ve Thorndike, R.M. (1973). Cross Cultural Research Methods. New York: John Willey&SonsPub.
• 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: 57–67.
• Carlson, D.S., Kacmar, K.M. ve Williams, L.J. (2000). Construction and Initial Validation of a Multi-dimensional Measure of Work-Family Conflict, Journal of Vocational Behavior,56 (2): 249-276.
• Cheung, F.Y. ve Tang, C.S. (2009). Quality of Work Life as a Mediator Between Emotional Labor and Work-Family Interference, Journal of Business and Psychology, 24: 245-255.
• Chu, K.H. ve Murrmann, S.K. (2006). Development and Validation of the Hospitality Emotional Labor Scale, Tourism Management, 27: 1181-1191.
• Chu, K.H., Baker, M.A. ve Murrmann, S.K. (2012). When We are On Stage, We Smile: The effect of Emotional Labor on Employee Work Outcomes, International Journal of Hospitality Management, 31: 906-915.
• Diefendorff, J.M., Croyle, M.H. ve Grosserand, R.H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies, Journal of Vocational Behaviour, 66: 339-357.
• Eby, L.T., Maher, C.P. ve Butts, M.M. (2010). The Intersection of Work and Family Life: The Role of Affect, Annual Review of Psychology, 61: 599-622.
• Frone, M.R. (2003). Handbook of Occupational Health Psychology. İçinde Quick J.C. ve Tetrick L.E. (Editörler) Work–Family Balance (ss.143-162). Washington DC: American Psychological Association.
• Grandey, A. (2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5: 95–110.
• 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, Academy of Management Journal, 46: 86–96.
• Greenhaus, J. H. Ve Beutell, N. J. (1985). Source of Conflict Between Work and Family Roles, Academy of Management Review, 10 (1): 76-88.
• Hochschild, A.R. (1983). The Managed Heart: The Commercialization of Human Feeling. Berkeley: University of California Press.
• İzmir İl Kültür ve Turizm Müdürlüğü, http://www.izmirturizm.gov.tr/TR,77217/konaklama-verileri.html, Erişim tarihi: 5 Şubat 2014.
• Karatepe, O.M., Sökmen, A., Yavaş, U. ve Babakuş, E. (2010). Work-Family Conflict and Burnout in Frontline Service Jobs: Direct, Mediating and Moderating Effects, Ekonomika A Management, 4: 61-73.
• Kruml, S.M. ve Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: Hochschild’s Work, Management Communication Quarterly, 14: 8-49.
• Lee, J. J. ve Ok, C. (2012).Reducing Burnout and Enhancing Job Satisfaction: Critical Role of Hotel Employees’ Emotional Intelligence and Emotional Labor, International Journal of Hospitality Management, 31: 1101-1112.
• Lee, J. J. ve Ok, C. (2015). Examination of Factors Affecting Hotel Employees’ Service Orientation: An Emotional Labor Perspective, Journal of Hospitality and TourismResearch, 39 (4): 437-468.
• Magnini, V.P. (2009). Understanding and Reducing Work-Family Conflict in the Hospitality Industry, Journal of Human Resources in Hospitality&Tourism, 8:119–136.
• Montgomery, A. J.,Panagopoulou, E. ve Benos, A. (2005). Emotional Labor at Work and at Home among Greek Health Care Professionals, Journal of Health Organization and Management, 19: 395-408.
• Montgomery, A. J., Panagopolou, E. Wildt, M. ve Meenks, E. (2006). Work-Family Interference Emotional Labor and Burnout, Journal of Managerial Psychology, 21: 36-51.
• Morris, J.A. ve Feldman, D.C. (1996). The Dimensions, Antecedents and Consequences of Emotional Labor, Academy of Management Review, 21 (4): 906-1010.
• Netemeyer, R. G.,Bole, J. S. ve McMurrian, R. (1996). Development and Validation of Work-Family Conflict and Family-Work Conflict Scales, Journal of Applied Psychology, 81(4): 400-410.
• Pala, T. ve Tepeci, M. (2009). Turizm İşletmelerinde Çalışanların Duygusal Emek Düzeyi ve Duygusal Emeğin Çalışanların Tutumlarına Etkileri. 17. Ulusal Yönetim ve Organizasyon Kongresi, Eskişehir Osmangazi Üniversitesi, 21-23 Mayıs, 113-119.
• Pala, T. ve Tepeci, M. (2014). Otel İşletmelerinde Çalışanların Duygusal Emek Boyutlarının Belirlenmesi ve Duygusal Emek Boyutlarının İş Tatmini ve İşte Kalma Niyeti Üzerine Etkisi, Seyahat ve Otel İşletmeciliği Dergisi, 11(1): 21-37.
• Schermelleh-Engel, K., Moosbrugger, H. ve Müller, H. (2003). Evaluating the Fit of Structural Equation Models: Tests of Signifigance andDescriptive Goodness-of-Fit Measures, Methods of Psychological Research Online, 8 (2): 23-74.
• Seery, B. L., Corrigall, E. A. ve Harpel, T. (2008). Job-Related Emotional Labor and Its Relationship to Work-Family Conflict and Facilitation, Journal Family and Economic Issues, 29: 461-477.
• Selvarajan, T.T., Singh, B., ve Cloninger, P.A. (2016). Role of Personality and Affect on the Social Support and Work Family Conflict Relationship, Journal of Vocational Behavior, 94: 39–56.
• Voydanoff, P. (2004). Implication of Work and Community Demand and Resources for Work-to-Family Conflict and Facilitation, Journal of Occupational Health Psychology, 9 (4): 275-285.
• Wharton, A. S.ve Erickson, R. J. (1993).Managing Emotions on the Job and at Home: Understanding the Consequences of the Multiple Emotional Roles, Academy of Management Review, 18 (3): 457-495.
• Yanchus, N. J., Eby, L. T., Lance, C. E. ve Drollinger, S. (2010). The Impact of Emotional Labor on Work-Family Outcomes, Journal of Vocational Behaviour, 76: 105-117.
• Yavaş, U., Babakuş, E. ve Karatepe, O.M. (2008).Attitudinal and Behavioral Consequences of the Work-Family Conflict and Family-Work Conflict: Does Gender Matter? International Journal of Service Industry Management, 19 (1): 7-31.
• Yazıcıoğlu, Y. ve Erdoğan, S. (2004). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri. Ankara: Detay Yayıncılık.
• Zhao, X., Qu, H. ve Liu, J. (2014). An Investigation into the Relationship Between Hospitality Employees’ Work-Family Conflict and Their Leisure Intentions, Cornell Hospitaliy Quarterly, 55 (4): 408-421.