Araştırma Makalesi
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Yolcu İlişkilerine Bağlı Streste Duygusal Emeğin Aracılık Rolü: Uçuş Personeline Yönelik Bir Araştırma

Yıl 2022, Cilt: 7 Sayı: 1, 75 - 85, 30.06.2022

Didem Rodoplu Şahin , Sevdiye Kemik

Öz

Uçuş personellerinin yolculara, yolcu memnuniyeti odaklı, emniyetli ve güvenli uçuş deneyimi sağlama sürecinde, yaratılan stresin sebeplerinden biri olarak duygusal emeğin yerinin ve öneminin anlaşılması havayolu işletmelerinin, uçuş personelinin ve o havayolundan hizmet alan yolcu için önemlidir. Bu çalışmada müşteri ilişkileri, işe bağlı stres ve duygusal emek kavramlarına odaklanılmıştır. Veri toplama aracı olarak uçuş personellerine anket uygulanarak, duygusal emeğin üç alt boyutu olan yüzeysel, derinden ve doğal davranışın aracılık etkileri incelenmiştir. Araştırmada evren, İstanbul ilinde çalışan uçuş personelleridir. Çalışmanın örneklemi, İstanbul’da seçilmiş ikincil havalimanında faaliyet gösteren seçilmiş havayolunun uçuş personelleridir. Çalışmada kullanılan ölçekler; işe bağlı gerginlik ölçeği, müşteri ilişkileri ölçeği ve duygusal emek ölçeğidir. Çalışma sonunda uçuş ekibi duygularını beklenen en uygun şekilde değiştirme çabasında olmadığı, doğal duygular sergiledikleri sonucuna ulaşılmıştır.

Anahtar Kelimeler

Uçuş Personeli Duygusal Emek Stres

Kaynakça

  • Ashforth, B. & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 88-115.
  • Aslan, H., Alparslan, N., Aslan, R., Kesepara, C., & Ünal, M. (1998). İşe Bağlı Gerginlik Ölçeğinin Sağlık Alanında Çalışanlarda Geçerlik ve Güvenirliği. Düşünen Adam, 11(2), 4-8.
  • Basım, H., & Beğenirbaş, M. (2012). Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması. Yönetim ve Ekonomi Dergisi, 19(1), 77-90.
  • Bolton, R., & Lemon, K. (1999). A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research, 171-186.
  • Brotheridge, C., & Grandey, A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”. Journal of Vocational Behavior, 1(60), 17-39.
  • Chang, C.-P., & Chiu, J.-M. (2009). Flight Attendants’ Emotional Labor and Exhaustion in the Taiwanese Airline Industry. Journal of Service Science and Management, 2(4), 305-311.
  • Chi, N. W., & Chen, P. C. (2019). Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes☆. Journal of Business Research, 95, 277-291.
  • Choi, Y., & Kim, K. (2015). A Literature Review of Emotional Labor and Emotional Labor Strategies. Universal Journal of Management, 283-290.
  • Chu, K.-L., & Murrmann, S. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
  • Çaldağ, M. (2010). Duygusal emek davranışlarının sağlık çalışanlarında iş sonuçlarına etkileri. Yüksek Lisans Tezi. Konya: Selçuk Üniversitesi.
  • Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2010). Sosyal Bilimler İçin Çok Değişkenli İstatistik SPSS ve LISREL Uygulamaları. Ankara: Pegem Akademi.
  • Çolak, N. (2018). Duygusal emeğin iş performansına etkisi: Havacılık sektöründe bir uygulama. Doktora Tezi. İstanbul: Maltepe Üniversitesi.
  • De Boer, E., & Gudmundsson, S. (2012). 30 years of frequent flyer programs. Journal of Air Transport Management, 18-24.
  • Dennis , A., May, H., & Whitley, T. (1991). Reliability and Validity of the Work-Related Strain Inventory among Health Professionals. Behavioral Medicine, 111-120.
  • Dıefendorff, J.M., Croyle, M.H., ve R.H. Grosserand (2005), “The Dimensionality and Antecedents of Emotinal Labor Strategies”, Journal of Vocational Behavior, 66, 339-357.
  • Garcia-Murillo, M., & Annabi, H. (2002). Customer Knowledge Management. The Journal of the Operational Research Society, 53(8), 875-884.
  • Grandey, A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 95-110.
  • Grandey, A., & Gabriel, A. (2015). Emotional labor at a crossroads: Where do we go from here? Annual Review of Organizational Psychology and Organizational Behavior, 323–349.
  • Gürbüz, S. ve Şahin, F. (2018). Sosyal Bilimlerde Araştırma Yöntemleri Felsefe-Yöntem-Analiz. Ankara: Seçkin Yayıncılık.
  • Hadipeykani, M., & Badi, G. (2017). Customer Management in the Aviation Industry: Evidence from. International Journal of Economic Perspectives, 11(4), 897-905.
  • Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Los Angeles: University of California Press.
  • Kalaycı, Ş. (2015). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Dinamik Akademi Yayın Dağıtım.
  • Keiningham, T., Aksoy, L., Cooil, B., & Andreassen, T. (2008). Linking Customer Loyalty to Growth. MIT Sloan Management Review, 51-57.
  • Khan, S. (2013). Attaining Customer Satisfaction! The Role of Customer Value and Relation Base Marketing A Study of Policy Holders of Peshawar Pakistan. International Journal of Managing Value and Supply Chains, 11-24.
  • Kruml, S., & Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work. Management Communication Quarterly., 8-49.
  • Kumar, A., Rinwa, P., Kaur, G., & Machawal, L. (2013). Stress: Neurobiology, consequences and management. Journal of pharmacy & bioallied sciences, 5(2), 91.
  • Leat, M., & El-Kot, G. (2009). Interpersonal trust at work, intrinsic motivation, work-related tension and satisfaction in Egypt. International Journal of Workplace Health Management, 180-194.
  • Lee, Y., & Chelladurai, P. (2017). Emotional intelligence, emotional labor, coach burnout, job satisfaction, and turnover intention in sport leadership. European Sport Management Quarterly , 393-412.
  • MacCallum, R., & Tucker, L. (1991). Representing sources of error in the common-factor model: Implications for theory and practice. Psychological Bulletin, 109(3), 502–511.
  • Morris, J., & Feldman, D. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review , 986-1010.
  • Nakao, M. (2010). Work-related stress and psychosomatic medicine. BioPsychoSocial medicine, 4(1), 1-8.
  • Özmete, E. (2011). Social work as an emotional labor: Management of emotions in social work profession. Hacettepe Üniversitesi Sosyolojik Araştırmalar e-Dergisi, 28(23), 1-10.
  • Riess, H. (2017). The Science of Empathy. Journal of patient experience, 4(2), 74-77.
  • Rowden, P., Matthews, G., Watson, B., & Biggs, H. (2011). The relative impact of work-related stress, life stress and driving environment stress on driving outcomes. Accident Analysis & Prevention, 43(4), 1332-1340.
  • Salah, M., & Abou-Shouk, M. (2019). The effect of customer relationship management practices on airline customer loyalty. Journal of Tourism, Heritage & Services Marketing, 5(2), 11-19.
  • Saltık, A. I., & Asunakutlu, T. (2017). Öncülleri ve Sonuçlarıyla Duygusal Emek Süreci: Konaklama İşletmesi Çalışanları Üzerine Görgül Bir Araştırma. Turizm Akademik Dergisi, 4(1), 1-15.
  • Tanrıverdi, ‪., & Guliyeva, D. (2018). Konaklama İşletmelerinde Kişi-Örgüt Uyumu ve Duygusal Emek Düzeyleri Arasındaki İlişkinin Analizi. Uluslararası Turizm, İşletme, Ekonomi Dergisi, 467-475.
  • Türk Hava Yolları. (2021). THY. Kariyer: https://careers.turkishairlines.com/kabin-ekibi
  • Urry, H., & Gross, J. (2010). Emotion Regulation in Older Age. Current Directions in Psychological Science, 19(6), 352-357.
  • Verhoef, P. C. (2003). Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Journal of Marketing, 30-45.
  • Wali, A., & Wright, L. (2016). Customer relationship management and service quality: Influences in higher education. Journal of Customer Behaviour, 67-79.
  • Yang, C., & Chen, A. (2021). Emotional labor: A comprehensive literature review. Human Systems Management, 40(4), 479-501.
  • Yazıcıoğlu, Y., & Erdoğan, S. (2014). SPSS Uygulamalı BİLİMSEL ARAŞTIRMA YÖNTEMLERİ. Ankara : Detay Yayıncılık.

The Mediating Role of Emotional Labor in Passenger Relationship Stress: A Study on Flight Personnel

Yıl 2022, Cilt: 7 Sayı: 1, 75 - 85, 30.06.2022

Didem Rodoplu Şahin , Sevdiye Kemik

Öz

It is important for airline companies to understand the importance of emotional labor, which is one of the causes of stress, in the process of providing passengers with a safe and secure flight experience focused on passenger satisfaction. This study focuses on the concepts of customer relations, work-related stress and emotional labor. As a data collection tool, a questionnaire was applied to the flight personnel. The universe in the research is the flight personnel working in Istanbul. The sample of the study is the flight personnel of the selected airline operating at the selected secondary airport in Istanbul. The scales used in the study; work-related tension scale, customer relationship scale, and emotional labor scale. At the end of the study, it was concluded that the flight crew did not try to change their emotions in the most appropriate way expected, and they showed natural emotions.

Anahtar Kelimeler

Flight Personnel Emotional Labor Stress

Kaynakça

  • Ashforth, B. & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 88-115.
  • Aslan, H., Alparslan, N., Aslan, R., Kesepara, C., & Ünal, M. (1998). İşe Bağlı Gerginlik Ölçeğinin Sağlık Alanında Çalışanlarda Geçerlik ve Güvenirliği. Düşünen Adam, 11(2), 4-8.
  • Basım, H., & Beğenirbaş, M. (2012). Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması. Yönetim ve Ekonomi Dergisi, 19(1), 77-90.
  • Bolton, R., & Lemon, K. (1999). A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research, 171-186.
  • Brotheridge, C., & Grandey, A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”. Journal of Vocational Behavior, 1(60), 17-39.
  • Chang, C.-P., & Chiu, J.-M. (2009). Flight Attendants’ Emotional Labor and Exhaustion in the Taiwanese Airline Industry. Journal of Service Science and Management, 2(4), 305-311.
  • Chi, N. W., & Chen, P. C. (2019). Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes☆. Journal of Business Research, 95, 277-291.
  • Choi, Y., & Kim, K. (2015). A Literature Review of Emotional Labor and Emotional Labor Strategies. Universal Journal of Management, 283-290.
  • Chu, K.-L., & Murrmann, S. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
  • Çaldağ, M. (2010). Duygusal emek davranışlarının sağlık çalışanlarında iş sonuçlarına etkileri. Yüksek Lisans Tezi. Konya: Selçuk Üniversitesi.
  • Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2010). Sosyal Bilimler İçin Çok Değişkenli İstatistik SPSS ve LISREL Uygulamaları. Ankara: Pegem Akademi.
  • Çolak, N. (2018). Duygusal emeğin iş performansına etkisi: Havacılık sektöründe bir uygulama. Doktora Tezi. İstanbul: Maltepe Üniversitesi.
  • De Boer, E., & Gudmundsson, S. (2012). 30 years of frequent flyer programs. Journal of Air Transport Management, 18-24.
  • Dennis , A., May, H., & Whitley, T. (1991). Reliability and Validity of the Work-Related Strain Inventory among Health Professionals. Behavioral Medicine, 111-120.
  • Dıefendorff, J.M., Croyle, M.H., ve R.H. Grosserand (2005), “The Dimensionality and Antecedents of Emotinal Labor Strategies”, Journal of Vocational Behavior, 66, 339-357.
  • Garcia-Murillo, M., & Annabi, H. (2002). Customer Knowledge Management. The Journal of the Operational Research Society, 53(8), 875-884.
  • Grandey, A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 95-110.
  • Grandey, A., & Gabriel, A. (2015). Emotional labor at a crossroads: Where do we go from here? Annual Review of Organizational Psychology and Organizational Behavior, 323–349.
  • Gürbüz, S. ve Şahin, F. (2018). Sosyal Bilimlerde Araştırma Yöntemleri Felsefe-Yöntem-Analiz. Ankara: Seçkin Yayıncılık.
  • Hadipeykani, M., & Badi, G. (2017). Customer Management in the Aviation Industry: Evidence from. International Journal of Economic Perspectives, 11(4), 897-905.
  • Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Los Angeles: University of California Press.
  • Kalaycı, Ş. (2015). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Dinamik Akademi Yayın Dağıtım.
  • Keiningham, T., Aksoy, L., Cooil, B., & Andreassen, T. (2008). Linking Customer Loyalty to Growth. MIT Sloan Management Review, 51-57.
  • Khan, S. (2013). Attaining Customer Satisfaction! The Role of Customer Value and Relation Base Marketing A Study of Policy Holders of Peshawar Pakistan. International Journal of Managing Value and Supply Chains, 11-24.
  • Kruml, S., & Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work. Management Communication Quarterly., 8-49.
  • Kumar, A., Rinwa, P., Kaur, G., & Machawal, L. (2013). Stress: Neurobiology, consequences and management. Journal of pharmacy & bioallied sciences, 5(2), 91.
  • Leat, M., & El-Kot, G. (2009). Interpersonal trust at work, intrinsic motivation, work-related tension and satisfaction in Egypt. International Journal of Workplace Health Management, 180-194.
  • Lee, Y., & Chelladurai, P. (2017). Emotional intelligence, emotional labor, coach burnout, job satisfaction, and turnover intention in sport leadership. European Sport Management Quarterly , 393-412.
  • MacCallum, R., & Tucker, L. (1991). Representing sources of error in the common-factor model: Implications for theory and practice. Psychological Bulletin, 109(3), 502–511.
  • Morris, J., & Feldman, D. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review , 986-1010.
  • Nakao, M. (2010). Work-related stress and psychosomatic medicine. BioPsychoSocial medicine, 4(1), 1-8.
  • Özmete, E. (2011). Social work as an emotional labor: Management of emotions in social work profession. Hacettepe Üniversitesi Sosyolojik Araştırmalar e-Dergisi, 28(23), 1-10.
  • Riess, H. (2017). The Science of Empathy. Journal of patient experience, 4(2), 74-77.
  • Rowden, P., Matthews, G., Watson, B., & Biggs, H. (2011). The relative impact of work-related stress, life stress and driving environment stress on driving outcomes. Accident Analysis & Prevention, 43(4), 1332-1340.
  • Salah, M., & Abou-Shouk, M. (2019). The effect of customer relationship management practices on airline customer loyalty. Journal of Tourism, Heritage & Services Marketing, 5(2), 11-19.
  • Saltık, A. I., & Asunakutlu, T. (2017). Öncülleri ve Sonuçlarıyla Duygusal Emek Süreci: Konaklama İşletmesi Çalışanları Üzerine Görgül Bir Araştırma. Turizm Akademik Dergisi, 4(1), 1-15.
  • Tanrıverdi, ‪., & Guliyeva, D. (2018). Konaklama İşletmelerinde Kişi-Örgüt Uyumu ve Duygusal Emek Düzeyleri Arasındaki İlişkinin Analizi. Uluslararası Turizm, İşletme, Ekonomi Dergisi, 467-475.
  • Türk Hava Yolları. (2021). THY. Kariyer: https://careers.turkishairlines.com/kabin-ekibi
  • Urry, H., & Gross, J. (2010). Emotion Regulation in Older Age. Current Directions in Psychological Science, 19(6), 352-357.
  • Verhoef, P. C. (2003). Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Journal of Marketing, 30-45.
  • Wali, A., & Wright, L. (2016). Customer relationship management and service quality: Influences in higher education. Journal of Customer Behaviour, 67-79.
  • Yang, C., & Chen, A. (2021). Emotional labor: A comprehensive literature review. Human Systems Management, 40(4), 479-501.
  • Yazıcıoğlu, Y., & Erdoğan, S. (2014). SPSS Uygulamalı BİLİMSEL ARAŞTIRMA YÖNTEMLERİ. Ankara : Detay Yayıncılık.
Toplam 43 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makalesi
Yazarlar

Didem Rodoplu Şahin 0000-0002-1779-8472

Sevdiye Kemik 0000-0001-7516-8252

Yayımlanma Tarihi 30 Haziran 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 7 Sayı: 1

Kaynak Göster

APA Rodoplu Şahin, D., & Kemik, S. (2022). Yolcu İlişkilerine Bağlı Streste Duygusal Emeğin Aracılık Rolü: Uçuş Personeline Yönelik Bir Araştırma. JOEEP: Journal of Emerging Economies and Policy, 7(1), 75-85.
 Kapak Resmi İndir

The sole purpose of JOEEP is to be a prestigious journal which contributes to scientific knowledge. In order to keep this purpose, JOEEP, adopts and follows the publication policies of world’s prestigious scientific journals. All original and qualified works which may contribute to the scientific knowledge, are evaluated through a rigorous editorial and peer review process. Hereby, JOEEP is a peer reviewed and scientific journal. It strictly depends on the scientific principles, rules and ethical framework that are required to this qualification.

JOEEP is published as two issues per year June and December and all publication policies and processes are conducted according to the international standards. JOEEP accepts and publishes the research articles in the fields of economics, political economy, fiscal economics, applied economics, business economics, labour economics and econometrics. JOEEP, without depending on any institution or organization, is a non-profit journal that has an International Editorial Board specialist on their fields. All “Publication Process” and “Writing Guidelines” are explained in the related title and it is expected from authors to Show a complete match to the rules. JOEEP is an open Access journal.