ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ

Öz

Anahtar Kelimeler

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ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ

Öz

Bu çalışmanın temel amacı, hizmet çalışanlarının müşteri kaynaklı adalet algısının, duygusal emek davranış tercihlerini nasıl etkilediğinin belirlenmesidir. Bu amaçla, çeşitli hizmet işletmelerinde müşteri ile yüz yüze iletişim halinde çalışan toplam 220 kişiüzerinde araştırma yapılmıştır. Verilerin analizinden elde edilen sonuçlar hizmet işletmelerinde müşteri ile yüz yüze iletişim içindeki çalışanların, müşterilerin adil/adaletsiz davranışlarından etkilendiklerini ve bunu müşteriye karşı davranışlarına yansıttıklarını göstermektedir. Müşterileri adil algılayan çalışanlar daha fazla derinlemesine davranış sergilerken, adaletsiz algılayan çalışanlar daha çok yüzeysel davranışa başvurmaktadırlar. Araştırmada elde edilen sonuçlar hizmet çalışanlarının duygusal emek davranışlarını yönlendiren süreçlerin anlaşılmasına katkı sağlamaktadır

Anahtar Kelimeler

• Duygusal emek, kişiler arası adalet, yüzeysel davranış, derinlemesine davranış

Kaynakça

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