DUYGUSAL EMEĞİN İŞ MEMNUNİYETİNE ETKİSİ: ÇAĞRI MERKEZİ ÇALIŞANLARINA YÖNELİK BİR ÇALIŞMA

Öz

Bu çalışmanın amacı, çağrı merkezi çalışanları tarafından sergilenen duygusal emeğin iş memnuniyeti üzerindeki etkisini incelemektir. Bu amaçla iki çağrı merkezi şirketinde çalışan 146 kişiye internet yoluyla duygusal emek ve iş memnuniyeti ölçekleri uygulanmıştır. Elde edilen bulgular çalışanların işlerini yaparken sergilemeleri gereken duygular ile gerçekte hissettikleri duygular arasında uyumsuzluk olduğunda iş memnuniyetlerinin azaldığını ortaya koymaktadır.

Anahtar Kelimeler

• Duygusal Emek, Çağrı Merkezi, İş Memnuniyeti

Kaynakça

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