Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti İlişkisi

Yıl 2011, Cilt: 13 Sayı: 2, 0 - 8, 01.06.2011

Yrd. Doç. Dr. Senay Yürür Arş. Gör. Onur Ünlü

Öz

Duygusal emek bireyler arası karşılıklı ilişkide, çalışanın örgüt tarafından istenen duyguları sergilemesi olarak tanımlanmaktadır. Bu çalışmada otel işletmelerinde duygusal emek kavramı teorik olarak incelemiş ve Yalova ilinde müşterilere birebir hizmet sunan toplam 112 otel çalışanı üzerinde bir araştırma gerçekleştirilmiştir. Araştırmanın amacı otel çalışanlarının duygusal emek davranışlarının (derin davranış ve yüzeysel davranış) duygusal tükenme ve işten ayrılma niyeti üzerindeki etkilerini ve bu etkiler bakımından farklılık gösterip göstermediğini ortaya koymaktır. Araştırmanın sonucunda, duygusal emek davranışlarından yüzeysel davranış ile işten ayrılma niyet arasında anlamlı pozitif bir ilişkinin var olduğu tespit edilmiş; buna karşın derin davranış ile işten ayrılma niyeti ve duygusal tükenme arasında anlamlı ilişki olmadığı görülmüştür.

Anahtar Kelimeler

Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti

Emotional Labor, Emotional Exhaustion and Intention to Quit Relationship

Öz

Emotional Labor is described as in the mutual relationship among individuals, workers showing the feelings which are asked for by organizations. In this study, it is examined the emotional labor concept in the hotel business enterprises and conducted a research on 112 hotel employees providing person to person service to customers at Yalova. The aim of the study is to present the effects of hotel employee’s emotional labor behaviors (deep acting and surface acting) on emotional exhaustion and intention to quit and whether to vary these emotional behaviors in terms of these effects. The study results determined that there is a significance positive relation between “surface acting” (an emotional labor behavior) and intention to quit; contrast point out that there isn’t significance relation among deep acting with intention to quit and emotional labor.

Anahtar Kelimeler

Emotional Labor, Emotional Exhaustion and Intention to Quit

Kaynakça

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