HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ

Öz

Araştırmanın amacı hizmet oryantasyonluluğu üzerinde duygusal zeka, duygusal emek ve transaksiyonel analiz ego durumlarının etkilerinin belirlenmesidir. Bu doğrultuda, Muğla ilinde faaliyet gösteren 4 ve 5 yıldızlı otellerdeki 960 çalışana anket uygulanmıştır. Araştırma sonuçlarına göre; hizmet oryantasyonluluk üzerinde duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımı ile duygusal emek boyutlarından derin ve samimi davranışın pozitif, yüzeysel davranışın ise negatif etkisinin olduğu saptanmıştır. Bunun yanında, hizmet oryantasyonluluk üzerinde eleştirel ebeveyn ve isyankar çocuk ego durumunun negatif, destekleyici ebeveyn ego durumunun ise pozitif ve anlamlı etkileri bulunmuştur. Yetişkin, doğal çocuk ve itaatkar çocuk ego durumunun ise hizmet oryantasyonluluk üzerinde anlamlı bir etkisi ortaya çıkmamıştır

Anahtar Kelimeler

• Ego durumları
• Hizmet oryantasyonluluk
• Duygusal zeka
• Duygusal emek

INVESTIGATION OF THE EFFECTS OF EMOTIONAL INTELLIGENCE, EMOTIONAL LABOR AND EGO STATES ON SERVİCE ORIENTATION: THE CASE OF HOSPITALITY BUSINESS

Öz

The aim of the study is to examine whether emotional intelligence, emotional labor and transactional analysis ego states have an effect on service orientation. Accordingly, a questionnaire was applied to 960 employees in 4 and 5 star hotels operating in Muğla. According to the results of the research, it has been determined that while others’ emotion appraisal and use of emotion dimension of emotional intelligence, deep acting and genuine acting dimension of emotional labor have positive effect on service orientation; surface acting dimension has a negative effect on service orientation. However, negative effects of critical parent and rebellious child ego states, positive and significant effect of nurturing parent ego states on service orientation were detected. Adult, free child and compliant child ego states did not have a significant effect on service orientation.

Anahtar Kelimeler

• Ego States
• Service Orientation
• Emotional Intelligence
• Emotional Labor

Kaynakça

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