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

Yıl 2011, Cilt: 6 Sayı: 23, 3826 - 3839, 01.06.2011

Şenay Yürür Murat Gümüş Bahattin Hamarat

Öz

Anahtar Kelimeler

-

Kaynakça

  • Ambrose, M., Hess, R. L. ve Ganesan, S. (2007), The Relationship Between Justice and Attitudes: An Examination of Justice Effects on Event and System-Related Attitudes, Organizational Behavior and Human Desicion Processes, 103, 21-36.
  • Allen, J. A., Pugh, S. D., Grandey, A. A. ve Groth, M. (2010), Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship, Human Performance, Vol. 23, No. 2, 101-115.
  • Ashforth, B. E. ve Humphrey, R. H. (1993), Emotional Labor in Service Roles: The Influence of Identity, The Academy of Management Review, 18, 1, 88-115.
  • Basch, J. ve Fisher, C. D. (1998), Affective events - emotions matrix: a classification of work events and associated emotions, School of Business Discussion Paper, Paper No. 65.
  • Bayram, N. (2010), Yapısal Eşitlik Modellemesine Giriş. Amos Uygulamaları. Ezgi Kitabevi. Bursa.
  • Blakely G., L., Andrews, M., C. ve Moorman, R. H. (2005), The Moderating Effects of Equity Sensivity on the Relationship Between Organizational Justice and Organizational Citizenship Behaviors, Journal of Business and Psychology, Vol. 20, No.2, 259-273.
  • Bowen, D. E., Siehl, C. ve Schneider, B. (1989), A Framework for Analyzing Customer Service Orientations in Manufacturing, Academy of Management Review, Vol. 14, No. 1, 75-95.
  • Brotheridge, C. M. ve Lee, R. T. (2003), Development and Validation of the Emotional Labour Scale, Journal of Occupational and Organizational Psychology, 76, 365-379.
  • Chebat, J., Slusarczyk, W. (2005), How Emotions Mediate The Effects Of Perceived Justice On Loyalty İn Service Recovery Situations: An Empirical Study, Journal of Business Research, Vol. 58, 664– 673
  • Chu, K. H. ve Murrmann, S. K. (2006), Development and Validation of the Hospitality Emotional Labor Scale, Tourism Management, 27, 1181-1191.
  • Colquitt, J. A. (2001), On the Dimensionality of Organizational Justice: A Construct Validation of A Measure, Journal of Applied Psychology. Vol. 86, No. 3, 386-400.
  • Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H. ve Ng, K. Y. (2001), Justice at the Millennium: A Meta-Analytic Review of 25 Years of Organizational Justice Research, Journal of Applied Psychology, Vol. 86, No. 3, 425-445.
  • Colquitt, J. A., Greenberg, J. ve Scott, B. A. (2005), Organizational Justice: Where Do We Stand?, J. Greenberg ve J. A. Colquitt (Der.), Handbook of Organizational Justice: 589-619, Lawrence Erlbaum Associates, Inc., Publishers, USA.
  • Colquitt, J. A., Scott, B. A. Judge, T. A. ve Shaw, J. C. (2006), Justice and Personality: Using Integrative Theories to Derive Moderators of Justice Effects, Organizational Behavior and Human Decision Processes, Vol. 100, 110– 127
  • Cropanzano, R., Byrne Z. S., Bobocel R. D., Rupp D. E. (2001), Morale Virtues, Fairness Heuristics, Social Entities, and Other Denizens of Organizational Justice, Journal of Vocational Behavior, Vol. 58, 164-209.
  • Danner, D.D, Snowdon, D.A, Friesen, W.V. (2001), Positive Emotions in Early Life and Longevity: Findings from the Nun Study, Journal of Personality and Social Psychology, Vol.80, No.5, 804-813.
  • Diefendorff, J. M., Croyle, M. H., Gosserand, R. H. (2005), The Dimensionality and Antecedents of Emotional Labor Strategies, Journal of Vocational Behavior, Vol. 66, 339-257.
  • Fisher, C. D. ve Ashkanasy, N. M. (2000), The Emerging Role of Emotions in Work Life: An Introduction, Journal of Organizational Behavior, Vol. 21, No. 2, 123-129.
  • Folger, R. ve Cropanzano, R. (1998), Organizational Justice and Human Resource Management, Sage Publications Inc., USA.
  • Folger, R. ve Cropanzano R. (2001), Fairness Theory: Justice as Accountability, J. Greenberg, ve R. Cropanzano (Der.) Advances in Organizational Justice: 1-55, Stanford University Press, California.
  • Folger, R., Cropanzano, R. ve Goldman, B. (2005), What is the Relationship between Justice and Mortality, J. Greenberg ve J. A. Colquitt (Der.), Handbook of Organizational Justice: 215-245, Lawrence Erlbaum Associates, Inc., Publishers, USA.
  • Grandey, A. A. (2000), Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, Vol. 5, No. 1, 95-110.
  • Grandey, A. A. (2003), When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery, The Academy of Management Journal, 46, 1, 86-96.
  • Grandey, A. A., Dickter, D. N. ve Sin, H. (2004), The Customer is not Always Right: Customer Aggression and Emotion Regulation of Service Employees, Journal of Organizational Behavior, 25, 1-22.
  • Grandey, A. A., Tam, A. P. ve Brauburger, A. L. (2002), Affective States and Traits in the Workplace: Diary and Survey Data From Young Workers, Motivation and Emotion, Vol. 26, No. 1, 31-55.
  • Greenberg, J. (1993), The Social Side of Fairness: Interpersonal and Informational Classes of Organizational Justice, R. Cropanzano (Der.), Justice in the Workplace: Approaching Fairness in Human Resource Management: 79-103, Lawrence Erlbaum Associates, Publishers, New Jersey.
  • Gross, J. (1998), The Emerging Field of Emotion Regulation: An Integrative Review. Review of General Psychology, 2, 271-299.
  • Hochschild, A. R. (1979), Emotion Work, Feeling Rules, and Social Structure, The American Journal of Sociology, Vol. 85, No. 3, 551-575.
  • Kim, H. J. (2008), Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout, International Journal of Hospitality Management, Vol. 27, 151-161.
  • Krehbiel P. J. ve Cropanzano, R. (2000), Procedural Justice, Outcome Favorability and Emotion, Social Justice Research, Vol. 13, No. 4, 339-360.
  • Lavelle, J. J., Rupp, D. E. ve Brockner, J. (2007), Taking a Multifoci Approach to the Study of Justice, Social Exchange, and Citizenship Behavior: The Target Similarity Model, Journal of Management, Vol. 33, No. 6, 841- 866.
  • Liao, H. ve Rupp, D. E. (2005), The Impact of Justice Climate and Justice Orientation on Work Outcomes: A Cross-Level Multifoci Framework, Journal of Applied Psychology, Vol. 90, No. 2, 242–256.
  • Masterson, S. S., Lewis, K., Goldman, B., M., ve Taylor M. S. (2000), Integrating Justice And Social Exchange: The Differing Effects of Fair Procedures And Treatment On Work Relationships, Academy of Management Journal, Vol.43, Iss. 4, 738-748.
  • Maxham III, J. G. ve Netemeyer, R. G. (2002), Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent, Journal of Retailing, Vol. 78, 239–252.
  • McFarlin, D. B., Sweeney, P. D. (1992), Distributive and Procedural Justice as Predictors of Satisfaction With Personal and Organizational Outcomes, Academy of Management Journal, Vol. 35, No. 3, 626-637.
  • Mikula, G., Scherer, K. R., Athenstaedt, U. (1998), The Role of Injustice in the Elicitation of Differential Emotional Reactions, Personality and Social Psychology Bulletin, Vol. 24, No. 7, 769-783.
  • Moorman, R. H. (1991), Relationship Between Organizational Justice And Organizational Citizenship Behaviors: Do Fairness Perception Influence Employee Citizenship?, Journal of Applied Psychology, Vol. 76, No. 6, 845-855. Moorman, R. H., Blakely, G., L. ve Niehoff, B. (1998), Does Perceived Organizational Support Meidate the Relationship Between Procedural Justice and Organizational Citizenship Behavior?, Academy of Management Journal, Vol. 41, No. 3, 351-357.
  • Morris, J. A. ve Feldman, D. C. (1996), The Dimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, Vol. 21, No. 4, 986-1010.
  • Nauman, S., E., Bies, R., J. ve Martin, C., L. (1995), The Roles of Organizational Support and Justice During a Layoff, Academy of Management Journal, [Special issue], 89-95.
  • Niehoff, B. P., Moorman, R. H. (1993), Justice as a Mediator of the Relationship Between Methods of Monitoring and Organizational Citizenship Behavior, Academy of Management Journal, Vol. 36, No. 3, 527-556. Pfeffer, J. ve Langton, N. (1993), The Effect of Wage Dispersion on Satisfaction, Productivity and Working Collabotaively: Evidence from College and University Faculty, Administrative Science Quarterly, Vol. 38, No.3, 382-408.
  • Pugh, S. D. (2001), Service with a Smile: Emotional Contagion in the Service Encounter, The Academy of Management Journal, 44, 5, 1018-1027.
  • Rafaeli, A. (1989), When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers, Academy of Management Journal, Vol. 32, No. 2, 245-273.
  • Rafaeli, A. ve Sutton, R. I. (1987), Expression of Emotion as Part of the Work Role, Academy of Management Review, Vol. 12, No. 1, 23-37.
  • Rupp, D. E. ve Cropanzano, R. (2002), The Mediating Effects of Social Exchange Relationships in Predicting Workplace Outcomes from Multifoci Organizational Justice, Organizational Behavior and Human Decision Processes, Vol. 89, 925–946.
  • Rupp, D. E., McCance, A. S., Spencer, S. ve Sonntag, K. (2008), Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation, Journal of Management, Vol. 34, No. 5, 903-924.
  • Rupp, D. E. ve Spencer, S. (2006), When Customers Lash Out: The Effects of Customer Interactional Injustice on Emotional Labor and the Mediating Role of Discrete Emotions, Journal of Applied Psychology, Vol. 91, No. 4, 971–978.
  • Simons, T., Roberson, Q. (2003), Why Managers Should Care About Fairness: The Effects of Aggregate Justice Perceptions on Organizational Outcomes, Journal of Applied Psychology, Vol. 88, No. 3, 432–443.
  • Skarlicki, D. P. ve Folger, R. (1997), Retaliation in the Workplace: The Roles of Distributive, Procedural, and Interactional Justice, Journal of Applied Psychology, Vol. 82, Iss. 3, 434-443.
  • Spencer, S. ve Rupp, D. E. (2009), Angry, Guilty, and Conflicted: Injustice Toward Coworkers Heightens Emotional Labor Through Cognitive and Emotional Mechanisms, Journal of Applied Psychology, Vol. 94, No. 2, 429–444.
  • Stinglhamber, F., De Cremer, D. (2008), Co-Workers’ Justice Judgments, Own Justice Judgments and Employee Commitment: A Multi-Foci Approach, Psychologica Belgica, Vol. 48, Iss. 2&3, 197-218.
  • Tang, T. L. ve Sarsfield-Baldwin L. J. (1996), Distributive and Procedural Justice as Related to Satisfaction and Commitment, Advanced Management Journal, Vol.61, No.3, 25-32.
  • Viswesvaran, C. ve Ones, D. S. (2002), Examining the Construct of Organizational Justice: A Meta Analytic Evolution of Relations With Work Attitudes And Behaviors, Journal of Business Ethics, Vol. 38, No.3, 193-204.
  • Weiss, H. M. ve Cropanzano, R. (1996), Affective Events Theory: A Theoretical Discussion of the Structure, Causes, and Consequences of Affective Experiences at Work, L. L. Cummings and B. M. Staw (eds.), Research in Organizational Behavior, 18: 1-74. Greenwich, CT: JAI Press.
  • Weiss, H. M., Suckow, K., Cropanzano, R. (1999), Effects of Justice Conditions on Discrete Emotions, Journal of Applied Psychology, Vol. 84, Iss. 5, 786-794.
  • Yılmaz, V., Çelik, H., E. (2009), Lisrel ile Yapısal Eşitlik Modellemesi-1, Pegem Akademi Yayınları, Ankara.
  • Yürür, S. (2008), Örgütsel adalet ile iş tatmini ve çalışanların bireysel özellikleri arasındaki ilişkilerin analizine yönelik bir araştırma. Süleyman Demirel Üniversitesi İİBF Dergisi. 13(2): 295-312.

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

Yıl 2011, Cilt: 6 Sayı: 23, 3826 - 3839, 01.06.2011

Şenay Yürür Murat Gümüş Bahattin Hamarat

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

  • Ambrose, M., Hess, R. L. ve Ganesan, S. (2007), The Relationship Between Justice and Attitudes: An Examination of Justice Effects on Event and System-Related Attitudes, Organizational Behavior and Human Desicion Processes, 103, 21-36.
  • Allen, J. A., Pugh, S. D., Grandey, A. A. ve Groth, M. (2010), Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship, Human Performance, Vol. 23, No. 2, 101-115.
  • Ashforth, B. E. ve Humphrey, R. H. (1993), Emotional Labor in Service Roles: The Influence of Identity, The Academy of Management Review, 18, 1, 88-115.
  • Basch, J. ve Fisher, C. D. (1998), Affective events - emotions matrix: a classification of work events and associated emotions, School of Business Discussion Paper, Paper No. 65.
  • Bayram, N. (2010), Yapısal Eşitlik Modellemesine Giriş. Amos Uygulamaları. Ezgi Kitabevi. Bursa.
  • Blakely G., L., Andrews, M., C. ve Moorman, R. H. (2005), The Moderating Effects of Equity Sensivity on the Relationship Between Organizational Justice and Organizational Citizenship Behaviors, Journal of Business and Psychology, Vol. 20, No.2, 259-273.
  • Bowen, D. E., Siehl, C. ve Schneider, B. (1989), A Framework for Analyzing Customer Service Orientations in Manufacturing, Academy of Management Review, Vol. 14, No. 1, 75-95.
  • Brotheridge, C. M. ve Lee, R. T. (2003), Development and Validation of the Emotional Labour Scale, Journal of Occupational and Organizational Psychology, 76, 365-379.
  • Chebat, J., Slusarczyk, W. (2005), How Emotions Mediate The Effects Of Perceived Justice On Loyalty İn Service Recovery Situations: An Empirical Study, Journal of Business Research, Vol. 58, 664– 673
  • Chu, K. H. ve Murrmann, S. K. (2006), Development and Validation of the Hospitality Emotional Labor Scale, Tourism Management, 27, 1181-1191.
  • Colquitt, J. A. (2001), On the Dimensionality of Organizational Justice: A Construct Validation of A Measure, Journal of Applied Psychology. Vol. 86, No. 3, 386-400.
  • Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O. L. H. ve Ng, K. Y. (2001), Justice at the Millennium: A Meta-Analytic Review of 25 Years of Organizational Justice Research, Journal of Applied Psychology, Vol. 86, No. 3, 425-445.
  • Colquitt, J. A., Greenberg, J. ve Scott, B. A. (2005), Organizational Justice: Where Do We Stand?, J. Greenberg ve J. A. Colquitt (Der.), Handbook of Organizational Justice: 589-619, Lawrence Erlbaum Associates, Inc., Publishers, USA.
  • Colquitt, J. A., Scott, B. A. Judge, T. A. ve Shaw, J. C. (2006), Justice and Personality: Using Integrative Theories to Derive Moderators of Justice Effects, Organizational Behavior and Human Decision Processes, Vol. 100, 110– 127
  • Cropanzano, R., Byrne Z. S., Bobocel R. D., Rupp D. E. (2001), Morale Virtues, Fairness Heuristics, Social Entities, and Other Denizens of Organizational Justice, Journal of Vocational Behavior, Vol. 58, 164-209.
  • Danner, D.D, Snowdon, D.A, Friesen, W.V. (2001), Positive Emotions in Early Life and Longevity: Findings from the Nun Study, Journal of Personality and Social Psychology, Vol.80, No.5, 804-813.
  • Diefendorff, J. M., Croyle, M. H., Gosserand, R. H. (2005), The Dimensionality and Antecedents of Emotional Labor Strategies, Journal of Vocational Behavior, Vol. 66, 339-257.
  • Fisher, C. D. ve Ashkanasy, N. M. (2000), The Emerging Role of Emotions in Work Life: An Introduction, Journal of Organizational Behavior, Vol. 21, No. 2, 123-129.
  • Folger, R. ve Cropanzano, R. (1998), Organizational Justice and Human Resource Management, Sage Publications Inc., USA.
  • Folger, R. ve Cropanzano R. (2001), Fairness Theory: Justice as Accountability, J. Greenberg, ve R. Cropanzano (Der.) Advances in Organizational Justice: 1-55, Stanford University Press, California.
  • Folger, R., Cropanzano, R. ve Goldman, B. (2005), What is the Relationship between Justice and Mortality, J. Greenberg ve J. A. Colquitt (Der.), Handbook of Organizational Justice: 215-245, Lawrence Erlbaum Associates, Inc., Publishers, USA.
  • Grandey, A. A. (2000), Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, Vol. 5, No. 1, 95-110.
  • Grandey, A. A. (2003), When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery, The Academy of Management Journal, 46, 1, 86-96.
  • Grandey, A. A., Dickter, D. N. ve Sin, H. (2004), The Customer is not Always Right: Customer Aggression and Emotion Regulation of Service Employees, Journal of Organizational Behavior, 25, 1-22.
  • Grandey, A. A., Tam, A. P. ve Brauburger, A. L. (2002), Affective States and Traits in the Workplace: Diary and Survey Data From Young Workers, Motivation and Emotion, Vol. 26, No. 1, 31-55.
  • Greenberg, J. (1993), The Social Side of Fairness: Interpersonal and Informational Classes of Organizational Justice, R. Cropanzano (Der.), Justice in the Workplace: Approaching Fairness in Human Resource Management: 79-103, Lawrence Erlbaum Associates, Publishers, New Jersey.
  • Gross, J. (1998), The Emerging Field of Emotion Regulation: An Integrative Review. Review of General Psychology, 2, 271-299.
  • Hochschild, A. R. (1979), Emotion Work, Feeling Rules, and Social Structure, The American Journal of Sociology, Vol. 85, No. 3, 551-575.
  • Kim, H. J. (2008), Hotel Service Providers’ Emotional Labor: The Antecedents and Effects on Burnout, International Journal of Hospitality Management, Vol. 27, 151-161.
  • Krehbiel P. J. ve Cropanzano, R. (2000), Procedural Justice, Outcome Favorability and Emotion, Social Justice Research, Vol. 13, No. 4, 339-360.
  • Lavelle, J. J., Rupp, D. E. ve Brockner, J. (2007), Taking a Multifoci Approach to the Study of Justice, Social Exchange, and Citizenship Behavior: The Target Similarity Model, Journal of Management, Vol. 33, No. 6, 841- 866.
  • Liao, H. ve Rupp, D. E. (2005), The Impact of Justice Climate and Justice Orientation on Work Outcomes: A Cross-Level Multifoci Framework, Journal of Applied Psychology, Vol. 90, No. 2, 242–256.
  • Masterson, S. S., Lewis, K., Goldman, B., M., ve Taylor M. S. (2000), Integrating Justice And Social Exchange: The Differing Effects of Fair Procedures And Treatment On Work Relationships, Academy of Management Journal, Vol.43, Iss. 4, 738-748.
  • Maxham III, J. G. ve Netemeyer, R. G. (2002), Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent, Journal of Retailing, Vol. 78, 239–252.
  • McFarlin, D. B., Sweeney, P. D. (1992), Distributive and Procedural Justice as Predictors of Satisfaction With Personal and Organizational Outcomes, Academy of Management Journal, Vol. 35, No. 3, 626-637.
  • Mikula, G., Scherer, K. R., Athenstaedt, U. (1998), The Role of Injustice in the Elicitation of Differential Emotional Reactions, Personality and Social Psychology Bulletin, Vol. 24, No. 7, 769-783.
  • Moorman, R. H. (1991), Relationship Between Organizational Justice And Organizational Citizenship Behaviors: Do Fairness Perception Influence Employee Citizenship?, Journal of Applied Psychology, Vol. 76, No. 6, 845-855. Moorman, R. H., Blakely, G., L. ve Niehoff, B. (1998), Does Perceived Organizational Support Meidate the Relationship Between Procedural Justice and Organizational Citizenship Behavior?, Academy of Management Journal, Vol. 41, No. 3, 351-357.
  • Morris, J. A. ve Feldman, D. C. (1996), The Dimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, Vol. 21, No. 4, 986-1010.
  • Nauman, S., E., Bies, R., J. ve Martin, C., L. (1995), The Roles of Organizational Support and Justice During a Layoff, Academy of Management Journal, [Special issue], 89-95.
  • Niehoff, B. P., Moorman, R. H. (1993), Justice as a Mediator of the Relationship Between Methods of Monitoring and Organizational Citizenship Behavior, Academy of Management Journal, Vol. 36, No. 3, 527-556. Pfeffer, J. ve Langton, N. (1993), The Effect of Wage Dispersion on Satisfaction, Productivity and Working Collabotaively: Evidence from College and University Faculty, Administrative Science Quarterly, Vol. 38, No.3, 382-408.
  • Pugh, S. D. (2001), Service with a Smile: Emotional Contagion in the Service Encounter, The Academy of Management Journal, 44, 5, 1018-1027.
  • Rafaeli, A. (1989), When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers, Academy of Management Journal, Vol. 32, No. 2, 245-273.
  • Rafaeli, A. ve Sutton, R. I. (1987), Expression of Emotion as Part of the Work Role, Academy of Management Review, Vol. 12, No. 1, 23-37.
  • Rupp, D. E. ve Cropanzano, R. (2002), The Mediating Effects of Social Exchange Relationships in Predicting Workplace Outcomes from Multifoci Organizational Justice, Organizational Behavior and Human Decision Processes, Vol. 89, 925–946.
  • Rupp, D. E., McCance, A. S., Spencer, S. ve Sonntag, K. (2008), Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation, Journal of Management, Vol. 34, No. 5, 903-924.
  • Rupp, D. E. ve Spencer, S. (2006), When Customers Lash Out: The Effects of Customer Interactional Injustice on Emotional Labor and the Mediating Role of Discrete Emotions, Journal of Applied Psychology, Vol. 91, No. 4, 971–978.
  • Simons, T., Roberson, Q. (2003), Why Managers Should Care About Fairness: The Effects of Aggregate Justice Perceptions on Organizational Outcomes, Journal of Applied Psychology, Vol. 88, No. 3, 432–443.
  • Skarlicki, D. P. ve Folger, R. (1997), Retaliation in the Workplace: The Roles of Distributive, Procedural, and Interactional Justice, Journal of Applied Psychology, Vol. 82, Iss. 3, 434-443.
  • Spencer, S. ve Rupp, D. E. (2009), Angry, Guilty, and Conflicted: Injustice Toward Coworkers Heightens Emotional Labor Through Cognitive and Emotional Mechanisms, Journal of Applied Psychology, Vol. 94, No. 2, 429–444.
  • Stinglhamber, F., De Cremer, D. (2008), Co-Workers’ Justice Judgments, Own Justice Judgments and Employee Commitment: A Multi-Foci Approach, Psychologica Belgica, Vol. 48, Iss. 2&3, 197-218.
  • Tang, T. L. ve Sarsfield-Baldwin L. J. (1996), Distributive and Procedural Justice as Related to Satisfaction and Commitment, Advanced Management Journal, Vol.61, No.3, 25-32.
  • Viswesvaran, C. ve Ones, D. S. (2002), Examining the Construct of Organizational Justice: A Meta Analytic Evolution of Relations With Work Attitudes And Behaviors, Journal of Business Ethics, Vol. 38, No.3, 193-204.
  • Weiss, H. M. ve Cropanzano, R. (1996), Affective Events Theory: A Theoretical Discussion of the Structure, Causes, and Consequences of Affective Experiences at Work, L. L. Cummings and B. M. Staw (eds.), Research in Organizational Behavior, 18: 1-74. Greenwich, CT: JAI Press.
  • Weiss, H. M., Suckow, K., Cropanzano, R. (1999), Effects of Justice Conditions on Discrete Emotions, Journal of Applied Psychology, Vol. 84, Iss. 5, 786-794.
  • Yılmaz, V., Çelik, H., E. (2009), Lisrel ile Yapısal Eşitlik Modellemesi-1, Pegem Akademi Yayınları, Ankara.
  • Yürür, S. (2008), Örgütsel adalet ile iş tatmini ve çalışanların bireysel özellikleri arasındaki ilişkilerin analizine yönelik bir araştırma. Süleyman Demirel Üniversitesi İİBF Dergisi. 13(2): 295-312.
Toplam 56 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Şenay Yürür Murat Gümüş Bahattin Hamarat Bu kişi benim

Yayımlanma Tarihi 1 Haziran 2011
Yayımlandığı Sayı Yıl 2011 Cilt: 6 Sayı: 23

Kaynak Göster

APA Hamarat, Ş. Y. . M. G. B. (2011). ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ. Yaşar Üniversitesi E-Dergisi, 6(23), 3826-3839. https://doi.org/10.19168/jyu.22834
AMA Hamarat ŞYMGB. ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ. Yaşar Üniversitesi E-Dergisi. Haziran 2011;6(23):3826-3839. doi:10.19168/jyu.22834
Chicago Hamarat, Şenay Yürür Murat Gümüş Bahattin. “ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ”. Yaşar Üniversitesi E-Dergisi 6, sy. 23 (Haziran 2011): 3826-39. https://doi.org/10.19168/jyu.22834.
EndNote Hamarat ŞYMGB (01 Haziran 2011) ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ. Yaşar Üniversitesi E-Dergisi 6 23 3826–3839.
IEEE Ş. Y. . M. G. B. Hamarat, “ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ”, Yaşar Üniversitesi E-Dergisi, c. 6, sy. 23, ss. 3826–3839, 2011, doi: 10.19168/jyu.22834.
ISNAD Hamarat, Şenay Yürür Murat Gümüş Bahattin. “ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ”. Yaşar Üniversitesi E-Dergisi 6/23 (Haziran 2011), 3826-3839. https://doi.org/10.19168/jyu.22834.
JAMA Hamarat ŞYMGB. ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ. Yaşar Üniversitesi E-Dergisi. 2011;6:3826–3839.
MLA Hamarat, Şenay Yürür Murat Gümüş Bahattin. “ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ”. Yaşar Üniversitesi E-Dergisi, c. 6, sy. 23, 2011, ss. 3826-39, doi:10.19168/jyu.22834.
Vancouver Hamarat ŞYMGB. ÇALIŞAN-MÜŞTERİ İLİŞKİLERİNDE ALGILANAN ADALET/ADALETSİZLİĞİN DUYGUSAL EMEK DAVRANIŞLARINA ETKİSİ. Yaşar Üniversitesi E-Dergisi. 2011;6(23):3826-39.