DUYGUSAL EMEK, DUYGUSAL TÜKENME VE GÖREV/ BAĞLAMSAL PERFORMANS İLİŞKİSİ: YALOVA’DA HİZMET SEKTÖRÜ ÇALIŞANLARI İLE BİR ARAŞTIRMA

Yıl 2011, Sayı: 37, 183 - 207, 16.05.2015

Onur Ünlü Senay Yürür

Öz

Görev performansı, çalışanların görev tanımlarıdoğrultusunda sergiledikleri performansa işaret ederken; bağlamsal performans ise çalışanların yükümlülükleri dışında sergiledikleri ve kurumsal bütünlüğe katkı sağlayan performans boyutu olarak tanımlanmaktadır. Diğer taraftan hizmet sektörü çalışanlarının görev tanımlarını inşa eden en önemli unsurlardan bir tanesi olarak duygusal emek davranışları ile; yine bu sektör çalışanlarının sıkça yüzleştikleri duygusal tükenme sendromu, çalışmanın diğer değişkenleridir. Bu doğrultuda, Yalova ilindeki 214 hizmet sektörü çalışanıüzerinde bir araştırma gerçekleştirilmiştir. Araştırmanın amacı; duygusal emek davranış-larısergileme tiplerinin ve duygusal tükenmişlik düzeylerinin, görev ve bağlamsal performans algılarıüzerindeki etkilerini ortaya koymaktır. Araştırma sonucunda; duygusal emek alt boyutlarından derinlemesine davranışın, görev ve bağlamsal performans sergileme niyetlerini arttırdığı ortaya konulmuştur. Araştırmanın sadece turizm ve sağlık gibi hizmet sektörlerinde  gerçekleştirilmiş olması, kapsayıcılık anlamında bir kısıt olarak değerlendirilirken; gelecek çalışmaların özellikle duygusal emeğin gerçekleşen performans değerleri üzerindeki etkisi üzerine odaklanması önerilmektedir.

Anahtar Kelimeler

Görev Performansı, Bağlamsal Performans, Yüzeysel-Derinlemesine Davranış ve Duygusal Tükenme.

Kaynakça

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