Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 1302-1842 2587-005X Kütahya Dumlupınar Üniversitesi Human Resources Management Business Administration Organisational Behaviour İnsan Kaynakları Yönetimi İşletme Örgütsel Davranış Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme The Moderating Role of Psychological Resilience in the Effect of Perceived Workload on Emotional Exhaustion: A Study in a Local Supermarket Chain https://orcid.org/0000-0002-5790-9165 Yeni Zehra ZKM Yatırım ve Yönetim Danışmanlık https://orcid.org/0000-0002-9652-6511 Sezici Emre DUMLUPINAR ÜNİVERSİTESİ, KÜTAHYA SOSYAL BİLİMLER MESLEK YÜKSEKOKULU 04 30 2026 89 200 220 11 01 2025 04 29 2026 Copyright © 1999, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 1999 Dumlupınar Üniversitesi Sosyal Bilimler Dergisi

Günümüzde artan ve çeşitlenen bireysel ihtiyaçlar, bu ihtiyaçlara hizmet sunan süpermarket sayısında kayda değer bir artışı beraberinde getirmiştir. Bu durum, süpermarket çalışanlarının hem iş yüklerinde hem de müşteriyle kurdukları iletişimde doğrudan bir yoğunluk yaratmıştır. Bu bağlamda gerçekleştirilen çalışmada, Kütahya ilinde faaliyet gösteren yerel bir market zincirinin 245 çalışanından elde edilen verilerle, algılanan iş yükünün duygusal tükenme üzerindeki etkisi ve psikolojik dayanıklılığın bu ilişkideki düzenleyici rolü incelenmiştir. Yapılan analizler sonucunda, algılanan iş yükünün duygusal tükenmeyi anlamlı ve pozitif yönde etkilediği; ayrıca psikolojik dayanıklılığın, bu ilişki üzerinde düzenleyici role sahip olduğu ortaya çıkmıştır.

In recent years, increasing and diversifying individual needs have led to a significant rise in the number of supermarkets that cater to these needs. This situation has intensified both the workload of supermarket employees and their interactions with customers. In this context, this study examines the effect of perceived workload on emotional exhaustion and the moderating role of psychological resilience in this relationship, based on data collected from 245 employees of a local supermarket chain operating in Kütahya province. The results indicate that perceived workload has a significant and positive effect on emotional exhaustion, and that psychological resilience has a moderating effect in this relationship.

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