The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels

Murat Kızanlıklı; Kurban Ünlüönen

The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels

Year 2016, Volume: 16 Issue: 3, 503 - 518, 01.07.2016

Abstract

The main objective of this study is to find out the relationship between emotional labor behaviours’, display rule perceptions’ and job satisfactions of employees in hotels. The population of the study is the employees working at 5-star hotels in Antalya and İstanbul. A questionnaire has been used to collect data from the population that consists of four parts: individual characteristics, emotional labor behaviours, display rule perceptions and job satisfaction. A total of 857 questionnaires were completed; 440 of them from Antalya and 387 from İstanbul. The validity and reliability studies of the scale employed were implemented, then the questionnaire was applied between June 2012 and March 2013 to the sample population. Data obtained were analysed through factor, mean and frequency, correlation, simple and multi- linear regression analyses. According to the results of the study, there is a statistically significant relation between emotional labor behaviours and job satisfaction and display rule perception

Keywords

Emotional labor, job satisfaction, display rule perception, hotel establishments

References

Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.
Adelmann, P. K. (1995). Emotional labor as a potential source of job stress. In S. L. Sauter & L. R. Murphy (Eds.), Organizational risk factors for job stress: 371-381.
Washington, DC: American Psychological Association. Akgül, A. ve Çevik, O. (2003). İstatistiksel Analiz Teknikleri, “SPSS’te İşletme Yönetimi Uygulamaları”. Ankara: Emek Ofset Ltd. Şti.
Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2010). Sosyal Bilimlerde Araştırma Yöntemleri: SPSS Uygulamalı. Sakarya: Sakarya Yayıncılık.
Ashforth, B. E. and Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Barger, P. B., and Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.
Başbuğ, G., Ballı, E. ve Oktuğ, Z. (2010). Duygusal emeğin iş memnuniyetine etkisi: Çağrı merkezi çalışanlarına yönelik bir çalışma. Sosyal Siyaset Konferansları Dergisi, 58, 253-274.
Biçkes, D. M., Yılmaz, C., Demirtaş, Ö. ve Uğur, A. (2014). Duygusal Emek ile İş Tatmini Arasındaki İlişkide Psikolojik Sermayenin Aracılık Rolü: Bir Alan Çalışması. Eskişehir Osmangazi Üniversitesi İİBF Dergisi. 9 (2), 97-121.
Biron, M. and Veldhoven, M. V. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65(10), 1259- 1282.
Bono, J. C. and Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C. E. J. Hartel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (213-233). Mahwah, NJ: Lawrence Erlbaum Associates.
Brotheridge, C. M. and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M. and Lee, R. T. (2003). Development and validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.
Buckner, J. E. and Mahoney, K. T. (2012). Individual differences and emotional labor: An experiment on positive display rules. Personality and Individual Differences, 53, 251-256.
Chau, S. L. (2007). Examining the emotional labor process: A moderated model of emotional labor and its effects on job performance and turnover, Unpublished Doctoral Dissertation, The Graduate Faculty of the University of Akron.
Chen Z., Sun, H., Lam, W., Hu, Q., Huo, Y. and Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23 (4), 826-845.
Cheung, F. Y. and Tang, C. S. (2010). Effects of age, gender and emotional labor strategies on job outcomes: Moderated mediation analyses. Applied Psychology: Health and Well-Being, 2 (3), 323-339.
Cho, Y. N., Rutherford, B. N. and Park J .K. (2013). The impact of emotional labor in a retail environment. Journal of Business Research, 66, 670-677.
Chu, K.H.L. and Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes, Unpublished Doctoral Dissertation, Virginia Polytechnic Institute and State University, Virginia.
Cropanzano, R., Weiss, H. M. and Elias, S. M. (2004). The impact of display rules and emotional labor on psychological well-being at work. Emotional and Physiological Processes and Positive Intervention Strategies Research in Occupational Stress and Well Being, 3, 45–89.
Çetiner, E. (1995). Konaklama İşletmelerinde Yönetim Muhasebesi. Ankara: Tutibay Yayınları. Deniz, M. (2005). Bir tutum çeşidi olarak iş tatmini. M. Tikici (Editör). Örgütsel Davranış Boyutlarından Seçmeler. Ankara: Nobel Yayınları. (295-339).
Diefendorff, J. M. and Greguras, G. J. (2009). Contextualizing emotional display rules: Examining the roles of targets and discrete emotions in shaping display rule perceptions. Journal of Management, 35 (4), 880-898.
Diefendorff, J. M., Richard, E. M. and Croyle, M. H. (2006). Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79, 273-298.
Diefendorff, J. M., Croyle, M. H. and Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
Diefendorff, J. M. and Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24(8), 945-959.
Diefendorff, J. M. and Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88 (2), 284-294.
Ekman, P. and Friesen, W. V. (1969). The repertoire or nonverbal behavior: categories, origins, usage and coding. Semiotica, 1, 49-98.
Ekman, P. (1973). Darwin and facial expression: A century of research in review. New York: Academic Press.
Erdoğan, İ. (1999). İşletme Yönetiminde Örgütsel Davranış. İstanbul: Dönence Basım ve Yayın Hizmetleri. Eroğlu, Ş. G. (2014). Örgütlerde Duygusal Emek ve Tükenmişlik Üzerine Bir Araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 19, 147- 160.
Gosserand, R. H. and Diefendorff, J. M. (2005). Emotional display rules and emotional labor: The moderating role of commitment. Journal of Applied Psychology, 90 (6), 1256-1264.
Gosserand, R. H. (2003). An examination of individual and organizational factors related to emotional labor. Unpublished Doctoral Dissertation, Louisiana State University
Grandey, A., Fisk, G.M. and Steiner, D.D. (2005), Must ‘service with a smile’ be stressful? The moderating role of personal control for US and French employees. Journal of Applied Psychology, 90 (5), 893-904.
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(1), 86-96.
Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5 (1), 95-110.
Hochschild, A. R. (1983). The managed heart: The commercialization of human feeling. California: University of California Press.
Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85(3), 551-575.
Hopp, H., Rohrmann, S. and Hodapp, V. (2012). Suppression of negative and expression of positive emotions: Divergent effects of emotional display rules in a hostile service interaction. European Journal of Work and Organizational Psychology, 21 (1), 84-105.
Hsieh, C.W. (2009). Emotional labor in public service roles: A model of dramaturgical and dispositional approaches. Unpublished Doctoral Dissertation, Florida State University.
Hur, W. M.,Moon, T. W. and Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25 (1), 105- 123.
Jiang, X., Jiang, Z. and Park, D.S. (2013). Emotional labor strategy and job satisfaction: A Chinese perspective. Social Behavior and Personality, 41 (6), 933-938.
Johnson, H. A. M. (2007). Service with a smile: Antecedents and consequences of emotional labor strategies. Unpublished Doctoral Dissertation, University of South Florida.
Judge, T. A., Woolf, E. F. and Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62(1), 57-88.
Kalaycı, Ş. (2006). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. (2. Baskı) Ankara: Asil Yayın Dağıtım.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27, 151-161
Korkmaz, H., Sünnetçioğlu, S. ve Koyuncu M. (2015). Duygusal emek davranışlarının tükenmişlik ve işten ayrılma niyeti ile ilişkisi: Yiyecek içecek çalışanüzerinde bir araştırma. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 7 (12), 14-33
Kruml, S. M. and Geddes, D. (2000). Exploring the dimensions of emotional labor. Management Communication Quarterly, 14(1), 8-49
Lam, W. and Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labour among hotel service providers according to affective event theory. International Journal of Hospitality Management. 31, 3-11
Lee, J. H. and 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
Locke, E. A. (1976). The nature and causes of job satisfaction M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally, 1297-1349
Mengenci, C. (2015). İş Tatmini, Duygusal Emek ve Tükenmişlik İlişkilerinin Belirlenmesi. Ege Akademik Bakış. 15 (1), 77-89
Mishra, S. K., Bhatnagar, D., D’Cruz, P. and Noronha, E. (2012). Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India. Journal of World Business, 47, 204-212
Moon, T. W., Hur, W. M. and Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25(1), 105- 123
Morris, J. A. and Feldman, D. C. (1996). The dimensions, antecedents and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010
Pala, T. (2008). Turizm işletmelerinde çalışanların duygusal emek düzeyi ve boyutları. Yayımlanmamış Yüksek Lisans Tezi, Mersin Üniversitesi, Sosyal Bilimler Enstitüsü, Mersin.
Pala, T. ve Tepeci, M. (2009). Turizm işletmelerinde çalışanların duygusal emek düzeyi ve duygusal emeğin çalışanların tutumlarına etkileri. Eskişehir: 17. Ulusal Yönetim ve Organizasyon Kongresi Bildiriler Kitabı, 113-119
Pugh, S. D., Diefendorff, J. M. and Moran, C. M. (2013). Emotional labor: Organization-level influences, strategies and outcomes. Emotional Labor in the 21st Century: Diverse Perpectives on Emotion Regulation at Work.(Ed.:Grandey, et. al.) New York and London: Routledge. 199-223.
Pugliesi, K. (1999). The consequences of emotional labor: Effect on work stress, job satisfaction and wellbeing. Motivation and Emotion, 23(2), 125-154
Robbins, S. P. and Judge, T. A. (2012). Örgütsel davranış (çeviri: İ.Ö. Türetgen ve G. Başbuğ). (14. Basımdan Çeviri) Ankara: Nobel Yayınları.
Robbins, S. P. and Langton, N. (2005). Fundamentals of Organizational Behaviour. (2nd Canadian Ed.) Toronto: Pearson Prentice Hall.
Rutter, D. R. and Fielding, P. J. (1988). Sources of occupational stress: An examination of British prison officers. Work & Stress, 2(4), 291-299.
Schaubroeck, J. and Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(1), 163-183
Simpson, P. A. and Stroh, L. K. (2004). Gender differences: Emotional expression and feelings of personal inauthenticity. Journal of Applied Psychology, 89 (4), 715-721
Şengül, C. M. ve Ceyhun, G. Ç. (2009). İş doyumu, yaşam doyumu ile psikolojik iyi olma arasındaki ilişkide ekonomik kriz algısının düzenleyici rolü. Eskişehir: 17. Ulusal Yönetim ve Organizasyon Kongresi Bildiriler Kitabı, 263-267
Şenol, Ş. (2012). Araştırma ve Örnekleme Yöntemleri. Ankara: Nobel Yayınları.
Totterdell, P. and Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labour. Journal of Occupational Health Psychology. 8, 55-73
Ural, A. ve Kılıç, İ. (2006). Bilimsel Araştırma Süreci ve SPSS ile Veri Analizi. (2. Baskı). Ankara: Detay Yayıncılık.
Weiss, D. J., Dawis, R. V., England, G. W. and Lofquist, L. H. (1967). Manual For The Minnesota Satisfaction Questionnare. Minneapolis: University of Minnesota Work Adjustment Project Industrial Relations Center.
Wharton, A. (1993). The affective consequences of service work. Managing emotions on the job. Work and Occupations, 20, 205-232
Wong, C. Wong, P. and Law, K. S. (2005). The interaction effect of emotional intelligence and emotional labor on job satisfaction: A test of Holland’s classification of occupations. Emotions in organizational behavior, 235-250. Mahwah, NJ: Lawrence Erlbaum Associates.ları
Yamane, T. (2001). Temel Örnekleme Yöntemleri. (çev. A. Esin, M. A. Bakır, C. Aydın, E. Gürbüzsel). İstanbul: Literatür Yayınları.

Otel İşletmelerinde Davranış Kuralı Algısı ve İş Doyumunun Duygusal Emek Davranışı Üzerindeki Etkisinin Belirlenmesi

Year 2016, Volume: 16 Issue: 3, 503 - 518, 01.07.2016

Murat Kızanlıklı Kurban Ünlüönen

Abstract

Bu araştırmanın amacı, otel işletmelerinde çalışanların yüzeysel, derin ya da samimi davranış olarak ortaya çıkan duygusal emek davranışları ile davranış kuralı algısı ve iş doyumu düzeyi arasında bir ilişki olup olmadığını ortaya koymaktır. Araştırmanın evrenini Antalya ve İstanbul’daki beş yıldızlı otel işletmelerinin farklı kademelerindeki işgörenler oluşturmaktadır. Araştırmada veri toplama aracı olarak anket formu kullanılmıştır. Anket formu, çalışanların bireysel özellikleri, duygusal emek davranışları, iş doyumu ve davranış kuralı algısını belirlemeye yönelik soru ve ifadelerin yer aldığı dört bölümden oluşmaktadır. Geçerlik ve güvenilirlik çalışmalarından sonra son hali verilen anket formu, Haziran 2012-Mart 2013 tarihleri arasında katılımcılara uygulanmıştır. Yapılan uygulama sonucunda Antalya için 440 ve İstanbul için ise 387 anket olmak üzere toplam 827 anket değerlendirmeye alınmıştır. Verilerin analizinde; faktör analizi, yüzde ve frekans analizi, korelasyon analizi, tek değişkenli ve çok değişkenli regresyon analizlerinden yararlanılmıştır. Araştırma sonuçlarına göre, farklı düzeylerde olmakla birlikte duygusal emek davranışlarının hem iş doyumu hem de davranış kuralı algısı ile ilişkili olduğu tespit edilmiştir. Elde edilen bulgu ve geliştirilen önerilerin turizm sektöründeki insan kaynağının daha iyi anlaşılabilmesi ve daha etkin yönetilebilmesine katkı sağlayacağı düşünülmektedir

Keywords

Duygusal emek, iş doyumu, davranış kuralı algısı, otel işletmeleri

References

Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.
Adelmann, P. K. (1995). Emotional labor as a potential source of job stress. In S. L. Sauter & L. R. Murphy (Eds.), Organizational risk factors for job stress: 371-381.
Washington, DC: American Psychological Association. Akgül, A. ve Çevik, O. (2003). İstatistiksel Analiz Teknikleri, “SPSS’te İşletme Yönetimi Uygulamaları”. Ankara: Emek Ofset Ltd. Şti.
Altunışık, R., Coşkun, R., Bayraktaroğlu, S. ve Yıldırım, E. (2010). Sosyal Bilimlerde Araştırma Yöntemleri: SPSS Uygulamalı. Sakarya: Sakarya Yayıncılık.
Ashforth, B. E. and Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
Barger, P. B., and Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.
Başbuğ, G., Ballı, E. ve Oktuğ, Z. (2010). Duygusal emeğin iş memnuniyetine etkisi: Çağrı merkezi çalışanlarına yönelik bir çalışma. Sosyal Siyaset Konferansları Dergisi, 58, 253-274.
Biçkes, D. M., Yılmaz, C., Demirtaş, Ö. ve Uğur, A. (2014). Duygusal Emek ile İş Tatmini Arasındaki İlişkide Psikolojik Sermayenin Aracılık Rolü: Bir Alan Çalışması. Eskişehir Osmangazi Üniversitesi İİBF Dergisi. 9 (2), 97-121.
Biron, M. and Veldhoven, M. V. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65(10), 1259- 1282.
Bono, J. C. and Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C. E. J. Hartel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (213-233). Mahwah, NJ: Lawrence Erlbaum Associates.
Brotheridge, C. M. and Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
Brotheridge, C. M. and Lee, R. T. (2003). Development and validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.
Buckner, J. E. and Mahoney, K. T. (2012). Individual differences and emotional labor: An experiment on positive display rules. Personality and Individual Differences, 53, 251-256.
Chau, S. L. (2007). Examining the emotional labor process: A moderated model of emotional labor and its effects on job performance and turnover, Unpublished Doctoral Dissertation, The Graduate Faculty of the University of Akron.
Chen Z., Sun, H., Lam, W., Hu, Q., Huo, Y. and Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23 (4), 826-845.
Cheung, F. Y. and Tang, C. S. (2010). Effects of age, gender and emotional labor strategies on job outcomes: Moderated mediation analyses. Applied Psychology: Health and Well-Being, 2 (3), 323-339.
Cho, Y. N., Rutherford, B. N. and Park J .K. (2013). The impact of emotional labor in a retail environment. Journal of Business Research, 66, 670-677.
Chu, K.H.L. and Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
Chu, K. H. L. (2002). The effects of emotional labor on employee work outcomes, Unpublished Doctoral Dissertation, Virginia Polytechnic Institute and State University, Virginia.
Cropanzano, R., Weiss, H. M. and Elias, S. M. (2004). The impact of display rules and emotional labor on psychological well-being at work. Emotional and Physiological Processes and Positive Intervention Strategies Research in Occupational Stress and Well Being, 3, 45–89.
Çetiner, E. (1995). Konaklama İşletmelerinde Yönetim Muhasebesi. Ankara: Tutibay Yayınları. Deniz, M. (2005). Bir tutum çeşidi olarak iş tatmini. M. Tikici (Editör). Örgütsel Davranış Boyutlarından Seçmeler. Ankara: Nobel Yayınları. (295-339).
Diefendorff, J. M. and Greguras, G. J. (2009). Contextualizing emotional display rules: Examining the roles of targets and discrete emotions in shaping display rule perceptions. Journal of Management, 35 (4), 880-898.
Diefendorff, J. M., Richard, E. M. and Croyle, M. H. (2006). Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79, 273-298.
Diefendorff, J. M., Croyle, M. H. and Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
Diefendorff, J. M. and Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24(8), 945-959.
Diefendorff, J. M. and Richard, E. M. (2003). Antecedents and consequences of emotional display rule perceptions. Journal of Applied Psychology, 88 (2), 284-294.
Ekman, P. and Friesen, W. V. (1969). The repertoire or nonverbal behavior: categories, origins, usage and coding. Semiotica, 1, 49-98.
Ekman, P. (1973). Darwin and facial expression: A century of research in review. New York: Academic Press.
Erdoğan, İ. (1999). İşletme Yönetiminde Örgütsel Davranış. İstanbul: Dönence Basım ve Yayın Hizmetleri. Eroğlu, Ş. G. (2014). Örgütlerde Duygusal Emek ve Tükenmişlik Üzerine Bir Araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 19, 147- 160.
Gosserand, R. H. and Diefendorff, J. M. (2005). Emotional display rules and emotional labor: The moderating role of commitment. Journal of Applied Psychology, 90 (6), 1256-1264.
Gosserand, R. H. (2003). An examination of individual and organizational factors related to emotional labor. Unpublished Doctoral Dissertation, Louisiana State University
Grandey, A., Fisk, G.M. and Steiner, D.D. (2005), Must ‘service with a smile’ be stressful? The moderating role of personal control for US and French employees. Journal of Applied Psychology, 90 (5), 893-904.
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(1), 86-96.
Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5 (1), 95-110.
Hochschild, A. R. (1983). The managed heart: The commercialization of human feeling. California: University of California Press.
Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85(3), 551-575.
Hopp, H., Rohrmann, S. and Hodapp, V. (2012). Suppression of negative and expression of positive emotions: Divergent effects of emotional display rules in a hostile service interaction. European Journal of Work and Organizational Psychology, 21 (1), 84-105.
Hsieh, C.W. (2009). Emotional labor in public service roles: A model of dramaturgical and dispositional approaches. Unpublished Doctoral Dissertation, Florida State University.
Hur, W. M.,Moon, T. W. and Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25 (1), 105- 123.
Jiang, X., Jiang, Z. and Park, D.S. (2013). Emotional labor strategy and job satisfaction: A Chinese perspective. Social Behavior and Personality, 41 (6), 933-938.
Johnson, H. A. M. (2007). Service with a smile: Antecedents and consequences of emotional labor strategies. Unpublished Doctoral Dissertation, University of South Florida.
Judge, T. A., Woolf, E. F. and Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62(1), 57-88.
Kalaycı, Ş. (2006). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. (2. Baskı) Ankara: Asil Yayın Dağıtım.
Kim, H. J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27, 151-161
Korkmaz, H., Sünnetçioğlu, S. ve Koyuncu M. (2015). Duygusal emek davranışlarının tükenmişlik ve işten ayrılma niyeti ile ilişkisi: Yiyecek içecek çalışanüzerinde bir araştırma. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 7 (12), 14-33
Kruml, S. M. and Geddes, D. (2000). Exploring the dimensions of emotional labor. Management Communication Quarterly, 14(1), 8-49
Lam, W. and Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labour among hotel service providers according to affective event theory. International Journal of Hospitality Management. 31, 3-11
Lee, J. H. and 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
Locke, E. A. (1976). The nature and causes of job satisfaction M. D. Dunnette (Ed.), Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally, 1297-1349
Mengenci, C. (2015). İş Tatmini, Duygusal Emek ve Tükenmişlik İlişkilerinin Belirlenmesi. Ege Akademik Bakış. 15 (1), 77-89
Mishra, S. K., Bhatnagar, D., D’Cruz, P. and Noronha, E. (2012). Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India. Journal of World Business, 47, 204-212
Moon, T. W., Hur, W. M. and Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25(1), 105- 123
Morris, J. A. and Feldman, D. C. (1996). The dimensions, antecedents and consequences of emotional labor. Academy of Management Review, 21(4), 986-1010
Pala, T. (2008). Turizm işletmelerinde çalışanların duygusal emek düzeyi ve boyutları. Yayımlanmamış Yüksek Lisans Tezi, Mersin Üniversitesi, Sosyal Bilimler Enstitüsü, Mersin.
Pala, T. ve Tepeci, M. (2009). Turizm işletmelerinde çalışanların duygusal emek düzeyi ve duygusal emeğin çalışanların tutumlarına etkileri. Eskişehir: 17. Ulusal Yönetim ve Organizasyon Kongresi Bildiriler Kitabı, 113-119
Pugh, S. D., Diefendorff, J. M. and Moran, C. M. (2013). Emotional labor: Organization-level influences, strategies and outcomes. Emotional Labor in the 21st Century: Diverse Perpectives on Emotion Regulation at Work.(Ed.:Grandey, et. al.) New York and London: Routledge. 199-223.
Pugliesi, K. (1999). The consequences of emotional labor: Effect on work stress, job satisfaction and wellbeing. Motivation and Emotion, 23(2), 125-154
Robbins, S. P. and Judge, T. A. (2012). Örgütsel davranış (çeviri: İ.Ö. Türetgen ve G. Başbuğ). (14. Basımdan Çeviri) Ankara: Nobel Yayınları.
Robbins, S. P. and Langton, N. (2005). Fundamentals of Organizational Behaviour. (2nd Canadian Ed.) Toronto: Pearson Prentice Hall.
Rutter, D. R. and Fielding, P. J. (1988). Sources of occupational stress: An examination of British prison officers. Work & Stress, 2(4), 291-299.
Schaubroeck, J. and Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(1), 163-183
Simpson, P. A. and Stroh, L. K. (2004). Gender differences: Emotional expression and feelings of personal inauthenticity. Journal of Applied Psychology, 89 (4), 715-721
Şengül, C. M. ve Ceyhun, G. Ç. (2009). İş doyumu, yaşam doyumu ile psikolojik iyi olma arasındaki ilişkide ekonomik kriz algısının düzenleyici rolü. Eskişehir: 17. Ulusal Yönetim ve Organizasyon Kongresi Bildiriler Kitabı, 263-267
Şenol, Ş. (2012). Araştırma ve Örnekleme Yöntemleri. Ankara: Nobel Yayınları.
Totterdell, P. and Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labour. Journal of Occupational Health Psychology. 8, 55-73
Ural, A. ve Kılıç, İ. (2006). Bilimsel Araştırma Süreci ve SPSS ile Veri Analizi. (2. Baskı). Ankara: Detay Yayıncılık.
Weiss, D. J., Dawis, R. V., England, G. W. and Lofquist, L. H. (1967). Manual For The Minnesota Satisfaction Questionnare. Minneapolis: University of Minnesota Work Adjustment Project Industrial Relations Center.
Wharton, A. (1993). The affective consequences of service work. Managing emotions on the job. Work and Occupations, 20, 205-232
Wong, C. Wong, P. and Law, K. S. (2005). The interaction effect of emotional intelligence and emotional labor on job satisfaction: A test of Holland’s classification of occupations. Emotions in organizational behavior, 235-250. Mahwah, NJ: Lawrence Erlbaum Associates.ları
Yamane, T. (2001). Temel Örnekleme Yöntemleri. (çev. A. Esin, M. A. Bakır, C. Aydın, E. Gürbüzsel). İstanbul: Literatür Yayınları.

There are 70 citations in total.

Details

Other ID	JA92ME87UE
Journal Section	Research Article
Authors	Murat Kızanlıklı This is me Kurban Ünlüönen This is me
Publication Date	July 1, 2016
Published in Issue	Year 2016 Volume: 16 Issue: 3

Cite

APA	Kızanlıklı, M., & Ünlüönen, K. (2016). The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels. Ege Academic Review, 16(3), 503-518.
AMA	Kızanlıklı M, Ünlüönen K. The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels. ear. July 2016;16(3):503-518.
Chicago	Kızanlıklı, Murat, and Kurban Ünlüönen. “The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels”. Ege Academic Review 16, no. 3 (July 2016): 503-18.
EndNote	Kızanlıklı M, Ünlüönen K (July 1, 2016) The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels. Ege Academic Review 16 3 503–518.
IEEE	M. Kızanlıklı and K. Ünlüönen, “The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels”, ear, vol. 16, no. 3, pp. 503–518, 2016.
ISNAD	Kızanlıklı, Murat - Ünlüönen, Kurban. “The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels”. Ege Academic Review 16/3 (July 2016), 503-518.
JAMA	Kızanlıklı M, Ünlüönen K. The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels. ear. 2016;16:503–518.
MLA	Kızanlıklı, Murat and Kurban Ünlüönen. “The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels”. Ege Academic Review, vol. 16, no. 3, 2016, pp. 503-18.
Vancouver	Kızanlıklı M, Ünlüönen K. The Determination of the Effect of Display Rules Perception and Job Satisfaction on the Emotional Labor in Hotels. ear. 2016;16(3):503-18.

Download Cover Image

Article Files

Full Text