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Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme

Yıl 2026, Sayı: 89 , 200 - 220 , 30.04.2026

Zehra Yeni , Emre Sezici

https://izlik.org/JA65JL37TP

Öz

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.

Anahtar Kelimeler

İş yükü Duygusal tükenme Psikolojik dayanıklılık

Kaynakça

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  • Bitmiş, G.M., Sökmen, A. ve Turgut, H. (2013). Psikolojik dayanikliliğin tükenmişlik üzerine etkisi: Örgütsel özdeşleşmenin aracilik rolü. Gazi Üniversitesi İİBF Dergisi, 15(2), 27-40.
  • Bolat, O.İ. (2011). İş yükü, iş kontrolü ve tükenmişlik ilişkisi. Atatürk Üniversitesi İİB Dergisi, 25(2), 87-101.
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The Moderating Role of Psychological Resilience in the Effect of Perceived Workload on Emotional Exhaustion: A Study in a Local Supermarket Chain

Yıl 2026, Sayı: 89 , 200 - 220 , 30.04.2026

Zehra Yeni , Emre Sezici

https://izlik.org/JA65JL37TP

Öz

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.

Anahtar Kelimeler

Workload Emotional exhaustion Psychological resilience

Kaynakça

  • Anderson, JC. ve Gerbing, DW. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
  • Andrews, MC., Baker, T. ve Hunt, TG. (2011). Values and person‐organization fit: Does moral intensity strengthen outcomes? Leadership & Organization Development Journal, 32(1), 5-19.
  • Ardıç, K. ve Polatçı, S. (2008). Tükenmişlik sendromu: Akademisyenler üzerinde bir uygulama (GOÜ örneği). Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 10(2), 69-96.
  • Aryee, S., Sun, L. Y., Chen, Z. X. G. ve Debrah, Y. A. (2008). Abusive supervision and contextual performance: The mediating role of emotional exhaustion and the moderating role of work unit structure. Management and Organization Review, 4(3), 393-411.
  • Atik, A.G.E. ve Kozak, M.A. (2016). İş yükü algısı ve iş yükünün insan kaynakları yönetiminde kullanımı: Eskişehir’de otel işletmeleri örneği. Anadolu Üniversitesi SB Dergisi, 16(Özel Sayı), 341-366.
  • Baeriswyl, S., Bratoljic, C. ve Krause, A. (2021). How homeroom teachers cope with high demands: Effect of prolonging working hours on emotional exhaustion. Journal of School Psychology, 85, 125-139.
  • Bakker, A.B., Van Der Zee, K.I., Lewig, K.A. ve Dollard, M.F. (2006). The relationship between the big five personality factors and burnout: A study among volunteer counselors. The Journal of Social Psychology, 146(1), 31-50.
  • Behery, M.H. (2009). Person/organization job‐fitting and affective commitment to the organization: Perspectives from the UAE. Cross Cultural Management: An İnternational Journal, 16(2), 179-196.
  • Bitmiş, G.M., Sökmen, A. ve Turgut, H. (2013). Psikolojik dayanikliliğin tükenmişlik üzerine etkisi: Örgütsel özdeşleşmenin aracilik rolü. Gazi Üniversitesi İİBF Dergisi, 15(2), 27-40.
  • Bolat, O.İ. (2011). İş yükü, iş kontrolü ve tükenmişlik ilişkisi. Atatürk Üniversitesi İİB Dergisi, 25(2), 87-101.
  • Budak, G. ve Sürgevil, O. (2005). Tükenmişlik ve tükenmişliği etkileyen örgütsel faktörlerin analizine ilişkin akademik personel üzerinde bir uygulama. Dokuz Eylül Üniversitesi İİBF Dergisi, 20(2), 95-108.
  • Byrne, B.M. (1994). Burnout: Testing for the validity, replication, and invariance of causal structure across elementary, intermediate, and secondary teachers. American Educational Research Journal, 31(3), 645-673.
  • Chen, H., Mi, L., Xu, T., Wang, X. ve Qiao, L. (2024). Whether and how role stressors trigger employee non-green behaviors? The mediating role of emotional exhaustion. Journal of Environmental Planning and Management, 1-25.
  • Chen, S.Y., Yan, S.R., Zhao, W.W., Gao, Y., Zong, W., Bian, C., ve diğerleri. (2022). The mediating and moderating role of psychological resilience between occupational stress and mental health of psychiatric nurses: A multicenter cross-sectional study. BMC Psychiatry, 22(1), 823(1-11).
  • Chen, W.S., Haniff, J., Siau, C.S., Seet, W., Loh, S.F. ve Abd, M.H. (2014). Burnout in academics: An empirical study in private universities in Malaysia. The International Journal of Social Sciences and Humanities Invention, 1(2), 62-72.
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  • Knudsen, H.K., Ducharme, L.J. ve Roman, P.M. (2006). Counselor emotional exhaustion and turnover intention in therapeutic communities. Journal of Substance Abuse Treatment, 31(2), 173-180.
  • Lackritz, J.R. (2004). Exploring burnout among university faculty: Incidence, performance, and demographic issues. Teaching and Teacher Education, 20(7), 713-729.
  • Langelaan, S., Bakker, A.B., Van Doornen, L.J. ve Schaufeli, W.B. (2006). Burnout and work engagement: Do individual differences make a difference? Personality and İndividual Differences, 40(3), 521-532.
  • Lee, R.T. ve Ashforth, B.E. (1993). A further examination of managerial burnout: Toward an integrated model. Journal of Organizational Behavior, 14(1), 3-20.
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  • Leiter, M.P. ve Maslach, C. (1988). The impact of interpersonal environment on burnout and organizational commitment. Journal of Organizational Behavior, 9(4), 297-308.
  • Leiter, M.P. ve Maslach, C. (2009). Nurse turnover: The mediating role of burnout. Journal of Nursing Management, 17(3), 331-339.
  • Luthans, F. (2002). The need for and meaning of positive organizational behavior. Journal of Organizational Behavior, 23(6), 695-706.
  • Luthans, F. ve Youssef, C.M. (2004). Human, social, and now positive psychological capital management: Investing in people for competitive advantage. Organizational Dynamics, 33(2): 143-160.
  • Luthans, F., Avey, J.B., Avolio, B.J., Norman, S.M. ve Combs, G.M. (2006). Psychological capital development: Toward a micro‐intervention. Journal of Organizational Behavior, 27(3), 387-393.
  • Luthans, F., Avolio, B.J., Avey, J.B. ve Norman, S.M. (2007). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel psychology, 60(3), 541-572.
  • Luthans, F., Luthans, K.W. ve Luthans, B.C. (2004). Positive psychological capital: Beyond human and social capital. Business Horizons, 47(1): 45-50.
  • Luthans, F., Youssef, C.M., & Avolio, B.J. (2006). Psychological capital: Developing the human competitive edge. Oxford University Press.
  • Luthar, S.S., Cicchetti, D. ve Becker, B. (2000). The construct of resilience: A critical evaluation and guidelines for future work. Child Development, 71(3), 543-562.
  • MacKinnon, D.P., Lockwood, C.M. ve Williams, J. (2004). Confidence limits for the indirect effect: Distribution of the product and resampling methods. Multivariate Behavioral Research, 39(1), 99-128.
  • Malhotra, N.K., Kim, S.S. ve Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865-1883.
  • Mansfield, C.F., Beltman, S., Broadley, T. ve Weatherby-Fell, N. (2016). Building resilience in teacher education: An evidenced informed framework. Teaching and Teacher Education, 54, 77-87.
  • Martínez-Ramón, J.P., Morales-Rodríguez, F.M. ve Pérez-López, S. (2021). Burnout, resilience, and COVID-19 among teachers: Predictive capacity of an artificial neural network. Applied Sciences, 11(17), 8206(1-17).
  • Maslach, C. ve Goldberg, J. (1998). Prevention of burnout: New perspectives. Applied and Preventive Psychology, 7(1), 63-74.
  • Maslach, C. ve Jackson, S.E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
  • Maslach, C. ve Pines, A. (1977). The burn-out syndrome in the day care setting. Child Care Quarterly, 6(2), 100-113.
  • Maslach, C., Schaufeli, W.B. ve Leiter, M.P. (2001). Job burnout. Annual Review of Psychology, 52(2001), 397-422.
  • Masten, A.S., Best, K.M. ve Garmezy, N. (1990). Resilience and development: Contributions from the study of children who overcome adversity. Development and Psychopathology, 2(4), 425-444.
  • Nunnally, J. C. (1978). Psychometric theory. McGrawHill.
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  • Phillips, C. (2020). Relationships between workload perception, burnout, and intent to leave among medical-surgical nurses. JBI Evidence Implementation, 18(2), 265-273.
  • Phungsoonthorn, T. ve Charoensukmongkol, P. (2022). How does mindfulness help university employees cope with emotional exhaustion during the COVID‐19 crisis? The mediating role of psychological hardiness and the moderating effect of workload. Scandinavian Journal of Psychology, 63(5), 449-461.
  • Podsakoff, P.M., MacKenzie, S.B., Lee, J.Y. ve Podsakoff, N.P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
  • Preacher, K.J., Rucker, D.D. ve Hayes, A.F. (2007). Addressing moderated mediation hypotheses: Theory, methods, and prescriptions. Multivariate Behavioral Research, 42(1), 185-227.
  • Purvanova, R.K. ve Muros, J.P. (2010). Gender differences in burnout: A meta-analysis. Journal of Vocational Behavior, 77(2), 168-185.
  • Richards, K.A.R., Levesque-Bristol, C., Templin, T.J. ve Graber, K.C. (2016). The impact of resilience on role stressors and burnout in elementary and secondary teachers. Social Psychology of Education, 19(3), 511-536.
  • Schaubroeck, J. ve Merritt, D.E. (1997). Divergent effects of job control on coping with work stressors: The key role of self-efficacy. Academy of Management Journal, 40(3), 738-754.
  • Silverthorne, C. (2004). The impact of organizational culture and person‐organization fit on organizational commitment and job satisfaction in Taiwan. Leadership & Organization Development Journal, 25(7), 592-599.
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  • Sundin, L., Hochwälder, J., Bildt, C. ve Lisspers, J. (2007). The relationship between different work-related sources of social support and burnout among registered and assistant nurses in Sweden: A questionnaire survey. International Journal of Nursing Studies, 44(5), 758-769.
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  • Tayfur, Ö. ve Arslan, M. (2012). Algılanan iş yükünün tükenmişlik üzerine etkisi: İş-aile çatışmasının aracı rolü. Hacettepe Üniversitesi İİBF Dergisi, 30(1), 147-172.
  • Thomas, C. H. ve Lankau, M. J. (2009). Preventing burnout: The effects of LMX and mentoring on socialization, role stress, and burnout. Human Resource Management, 48(3), 417-432.
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  • Tüfekci Yaman, U., Aytaç, S. S. ve Başol, O. (2023). İş yükü ile örgütsel çatışma arasındaki ilişkide iş yeri nezaketsizliğinin aracı rolü. Trends in Business & Economics, 37(3), 160-168.
  • Van Droogenbroeck, F., Spruyt, B. ve Vanroelen, C. (2014). Burnout among senior teachers: Investigating the role of workload and interpersonal relationships at work. Teaching and Teacher Education, 43(2014), 99-109.
  • Vicente de Vera García, M.I. ve Gabari Gambarte, M.I. (2019). Relationships between the dimensions of resilience and burnout in primary school teachers. International Electronic Journal of Elementary Education, 12(2), 189-196.
  • Watson, A.G., Saggar, V., MacDowell, C. ve McCoy, J.V. (2019). Self-reported modifying effects of resilience factors on perceptions of workload, patient outcomes, and burnout in physician-attendees of an international emergency medicine conference. Psychology, Health & Medicine, 24(10), 1220-1234.
  • Weiner, J.S. (1982). The measurement of human workload given at the University of Sussex, Brighton, Sussex, England, on 30 March. Ergonomics, 25(11), 953-965.
  • Welp, A., Meier, L.L. ve Manser, T. (2015). Emotional exhaustion and workload predict clinician-rated and objective patient safety. Frontiers in Psychology, 5, 1573(1-13).
  • Wright, T.A. ve Hobfoll, S.E. (2004). Commitment, psychological well-being and job performance: An examination of conservation of resources (COR) theory and job burnout. Journal of Business and Management, 9(4), 389-406.
  • Wullur, M.M. ve Werang, B.R. (2020). Emotional Exhaustion and Organizational Commitment: Primary School Teachers' Perspective. International Journal of Evaluation and Research in Education, 9(4), 912-919.
  • Yaman, U.T., Aytaç, S.S., ve Başol, O. (2023). İş yükü ile örgütsel çatışma arasındaki ilişkide iş yeri nezaketsizliğinin aracı rolü. Atatürk Üniversitesi Yayınları, 37(3), 160-168.
  • Yanık, G. ve Karaca, A. (2023). Ya Ben Kararsızsam? Kararsız Özdeşleşmenin Proaktif İş Davranışlarına Etkisinde Psikolojik Rahatlığın Rolü. Eskişehir Osmangazi Üniversitesi İİB Dergisi, 18(2), 591-614.
  • Yürür, Ş. (2011). Öğrenilmiş güçlülük, kidem ve medeni durumun duygusal tükenmedeki rolü: Kaynaklarin korunmasi teorisi kapsaminda bir analiz. Atatürk Üniversitesi İİB Dergisi, 25(1), 107-126.
Toplam 100 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İnsan Kaynakları Yönetimi, İşletme , Örgütsel Davranış
Bölüm Araştırma Makalesi
Yazarlar

Zehra Yeni 0000-0002-5790-9165

Emre Sezici 0000-0002-9652-6511

Gönderilme Tarihi 1 Kasım 2025
Kabul Tarihi 29 Nisan 2026
Yayımlanma Tarihi 30 Nisan 2026
IZ https://izlik.org/JA65JL37TP
Yayımlandığı Sayı Yıl 2026 Sayı: 89

Kaynak Göster

APA Yeni, Z., & Sezici, E. (2026). Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 89, 200-220. https://izlik.org/JA65JL37TP
AMA 1.Yeni Z, Sezici E. Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2026;(89):200-220. https://izlik.org/JA65JL37TP
Chicago Yeni, Zehra, ve Emre Sezici. 2026. “Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy 89: 200-220. https://izlik.org/JA65JL37TP.
EndNote Yeni Z, Sezici E (01 Nisan 2026) Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi 89 200–220.
IEEE [1]Z. Yeni ve E. Sezici, “Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme”, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy 89, ss. 200–220, Nis. 2026, [çevrimiçi]. Erişim adresi: https://izlik.org/JA65JL37TP
ISNAD Yeni, Zehra - Sezici, Emre. “Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 89 (01 Nisan 2026): 200-220. https://izlik.org/JA65JL37TP.
JAMA 1.Yeni Z, Sezici E. Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi. 2026;:200–220.
MLA Yeni, Zehra, ve Emre Sezici. “Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme”. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, sy 89, Nisan 2026, ss. 200-2, https://izlik.org/JA65JL37TP.
Vancouver 1.Zehra Yeni, Emre Sezici. Algılanan İş Yükünün Duygusal Tükenmeye Etkisinde Psikolojik Dayanıklılığın Düzenleyici Rolü: Bir Yerel Market Zincirinde İnceleme. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi [Internet]. 01 Nisan 2026;(89):200-2. Erişim adresi: https://izlik.org/JA65JL37TP

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