The Effects of Servant Leadership Perception on Emotional Labor: A Research on Service Employees

Yıl 2020, Cilt: 19/1 Sayı: 37, 159 - 194, 04.05.2020

Memduh Beğenirbaş Rukiye Can Yalçın

Öz

The aim of this study is to explore the effects of service sector employees' perceptions of servant leadership on their emotional labor display. For this purpose, the data obtained through a survey from 156 participants working in the service sector in Ankara were analyzed. Confirmatory factor analysis (CFA) of each variable was performed with the structural equation model (AMOS). In order to reveal the relationship between variables correlation analysis and to test the hypotheses, hierarchical regression analysis has been carried out. According to the findings, it has been observed that service sector employees' perceptions of servant leadership have significant effects on their emotional labor displays. In this context, it has been revealed that the perception of servant leadership is negatively related to surface acting and positively related to deep acting and expression of naturally felt emotions. In light of the findings obtained, suggestions for service sector managers have been presented in order to increase the efficiency and productivity of service sector employees.

Anahtar Kelimeler

Leadership, Servant Leadership, Emotional Labor, Surface Acting

Hizmetkâr Liderlik Algısının Duygusal Emek Üzerine Etkileri: Hizmet Çalışanları Üzerinde Bir Araştırma

Öz

Bu çalışmanın amacı hizmet sektörü çalışanlarının hizmetkâr liderlik algılarının onların duygusal emek gösterimleri üzerine etkilerini ortaya koyabilmektir. Bu amaçla, Ankara’da genel olarak hizmet sektöründe çalışan 156 katılımcıdan anket yoluyla elde edilen veriler analiz edilmiştir. Çalışmada her bir değişkene ait doğrulayıcı faktör analizi (DFA) yapısal eşitlik model (AMOS) ile yapılmıştır. Değişkenler arası ilişkileri ortaya koymak için korelasyon analizi, hipotezlerin test edilmesi maksadıyla hiyerarşik regresyon analizinden faydalanılmıştır. Analiz sonuçları, hizmet sektörü çalışanlarının hizmetkat liderlik algısının duygusal emek gösterimlerini yordadığını ortaya koymuştur. Bu bağlamda, hizmetkâr liderlik algısının çalışanların yüzeysel rol yapma davranışı ile negatif; derinden rol yapma ve doğal duygular ile pozitif ilişkili olduğu sonucuna varılmıştır. Elde edilen bulgular ışığında, hizmet sektörü çalışanlarının etkinliğini ve verimliliğini artırabilmek için hizmet sektörü yöneticilerine de konu ile ilgili önerilerde bulunulmuştur.

Anahtar Kelimeler

Liderlik, Hizmetkâr Liderlik, Duygusal Emek, Yüzeysel Rol Yapma

Kaynakça

• Kaynakça
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