THE EFFECTS OF MANAGING EMOTIONS ON JOB SATISFACTION AND EMOTIONAL EXHAUSTION LEVEL

Öz

Emotional labour is the show of emotions expected from an individual while working. The conflict between naturally felt emotions and expected emotions cause the emergence of emotional dissonance, this dissonance can cause a variety of negative consequences for individuals. The aim of this research is to reveal the impact of employees’ emotional labour levels on job satisfaction and emotional exhaustion. The research has been conducted on 307 teachers; constantly have to put emotional effort into their work. Survey form has been used as data collection method. The obtained data was analysed by means of SPSS 16.00 program. As a result of the research, it has been detected a negative correlation between surface acting and job satisfaction as well as a positive correlation between deep acting, genuine acting and job satisfaction. Besides, a positive correlation between surface acting, genuine acting and emotional exhaustion has been determined. Inversely, a negative correlation between deep acting and emotional exhaustion has been determined.

Anahtar Kelimeler

• Emotional Labour
• Surface acting
• Deep Acting
• Job Satisfaction
• Emotional Exhaustion

DUYGULARIN YÖNETİLMESİNİN, İŞ TATMİNİ VE DUYGUSAL TÜKENMİŞLİK DÜZEYİ ÜZERİNE ETKİLERİ

Öz

Duygusal emek, bireyin işini yaparken kendisinden beklenilen duyguları sergilemesidir. Gerçekte hissedilen duygular ve bireyden beklenilen duygular arasındaki çatışma ortaya duygusal uyumsuzluk, çıkmasına neden olmaktadır. Bu uyumsuzluk birey açısından çeşitli olumsuz sonuçlara yol açabilmektedir. Araştırmanın amacı, çalışanların duygusal emek düzeylerinin, iş tatminleri ve duygusal tükenmişlikleri üzerindeki etkisini saptamaya çalışmaktır. Araştırma, işlerini yaparken sürekli olarak duygusal emek kullanmak durumunda olan 307 öğretmen üzerinde gerçekleştirilmiştir. Çalışmada, veri toplama yöntemi olarak anket formu kullanılmıştır. Elde edilen veriler SPSS 20.0 programı yardımıyla test edilmiştir. Araştırma sonucunda duygusal emeğin alt boyutlarından olan yüzeysel davranış sergileme ve iş tatmini arasında negatif, derinden davranış ve doğal davranış sergileme ile iş tatmini arasında pozitif bir ilişki saptanmıştır. Diğer taraftan yüzeysel ve doğal davranış sergilemenin duygusal tükenmeyi arttırdığı, derinden davranış sergilemenin ise duygusal tükenmeyi azalttığı sonucuna varılmıştır.

Anahtar Kelimeler

• Duygusal Emek
• Derinlemesine Davranış
• Yüzeysel Davranış
• İş Tatmini
• Duygusal Tükenmişlik

Kaynakça

1. Azırı, Brikend, (2011), “Job Satisfaction: A Literature Review”, Management Research and Practice, Vol.3, No.4, (77-86).
2. Bartram, Timothy, Casimir, Gian, Djurkovic, Nick, Leggat, Sandra, Stanton, Pauline (2012), “Do perceived high performance work systems influence the relationship between emotional labour, burnout and intention to leave? A study of Australian nurses”, Journal of Advanced Nursing, Vol. 68, No.7, (1567–1578).
3. Basım, Nejat, Begenirbaş, Memduh (2012), “Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması”, Yönetim ve Ekonomi, Cilt. 19, Sayı. 1, (77-90).
4. Choi, Yeong-Gyeong, Kim, Kyoung-Seok, Kim, So-Jung (2014), “A Study on the Concept, Dimensions and Consequences of Emotional Labor”, the SIJ Transactions on Industrial, Financial & Business Management, Vol. 2, No. 3, (77-81).
5. Çetin, Fatih, Basım, Nejat, Aydoğan, Oğuz (2011), “Örgütsel Bağlılığın Tükenmişlik İle İlişkisi: Öğretmenler Üzerine Bir Araştırma”, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Sayı.25, (61- 70).
6. Çukur, Cem Şafak (2009), “The Development of the Teacher Emotional Labor Scale (TELS): Validity and Reliability”, Educational Sciences: Theory & Practice, Vol. 9, No.2, (559-574).
7. Diefendorff, James M., Gosserand, Robin H. (2003), “Understanding the emotional labor process: a control theory perspective”, Journal of Organizational Behavior, Vol.24, (945–959).
8. Eroğlu, Erhan (2010), “Örgütsel İletişimin İşgörenlerin Duygu Gösterimlerinin Yönetimine Olan Etkisi”, Selçuk İletişim Dergisi, Cilt. 6, Sayı.3, (18-33).

9. Eroğlu, Şeyma Gün (2014). Örgütlerde Duygusal Emek ve Tükenmişlik İlişkisi Üzerine Bir Araştırma, Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Sayı 19, (147-160).
10. Goodwin, Robyn E., Groth, Markus, Frenkel, Stephen J. (2011), “Relationships between emotional labor, job performance, and turnover”, Journal of Vocational Behavior, Vol.79, No. 2, (528-548).
11. Grandey, Alicia 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).
12. Gündüz, Bülent, Çapri, Burhan, Gökçakan, Zafer (2013), “Mesleki Tükenmişlik, İşle Bütünleşme ve İş Doyumu Arasındaki İlişkilerin İncelenmesi”, Eğitim Bilimleri Araştırmaları Dergisi, Cilt. 3, Sayı.1, (29- 49).
13. Güngör, Meltem (2009), “Duygusal Emek Kavramı: Süreci ve Sonuçları”, Kamu-İş Dergisi, Cilt.11, Sayı.1, (167 -184).
14. İplik, Fatma Nur, Topsakal, Yunus, İplik, Esengül (2014), “The Effects of Emotional Labor on Job Attitudes of Hotel Employees: Mediating and Moderating Roles of Social Support and Job Autonomy”, International Review of Management and Marketing, Vol. 4, No. 3, (175-186).
15. Kim, Hyun Jeong (2008), “Hotel service providers’ emotional labor: The antecedents and effects on burnout”, International Journal of Hospitality Management, Vol. 27, No. 2, (151-161).
16. Kinman, Gail, Wray, Siobhan, Strange, Calista (2011), “Emotional Labour, burnout and Job Satisfaction in U.K. Teachers: The Role of Workplace Social Sport”, Educational Psychology, Vol. 31, No. 7, (843- 856).
17. Lam, Wing, Chen, Ziguang (2012), “When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory”, International Journal of Hospitality Management, Vol.31, (3–11).
18. Lazányi, Kornélia (2010), “Emotional labor and its consequences in health-care setting”, p.149- 156 Proceedings of FIKUSZ ’10 Symposium for Young Researchers.
19. Lazányi, Kornélia (2011), “Organizational Consequences of Emotional Labor in Management”, Applied Studies in Agribusiness and Commerce – APSTRACT Agro inform Publishing House, Budapest.
20. Lee, Raymond T., Ashforth, Blake E. (1993), “A Further Examination of Managerial Burnout: Toward an Integrated Model”, Journal of Organizational Behavior, Vol. 14, No.1, (297-308).
21. Lewing, Karey A., Dollard, Maureen (2003), “Emotional Dissonance, Emotional Exhaustion and Job Satisfaction in Call Centre Workers”, European Journal of Work and Organizational Psychology, Vol.12, No.4, (366-392).
22. Lin-Chu, Kay Hei (2002), The Effects of Emotional Labor on Employee Work Outcomes, unpublished PHD Thesis, Virginia Polytechnic Institute and State University, USA.
23. Lv, Qin, Xu, Shi, Ji, Hui (2012), “Emotional Labor Strategies, Emotional Exhaustion, and Turnover Intention: An Empirical Study of Chinese Hotel Employees”, Journal of Human Resources in Hospitality & Tourism, Vol.11, No.2, (87–105).
24. Maslach, Christina, Schaufeli, Wilmar B., Leiter, Michael P. (2001), “Job Burnout”, Annual Review of Psychology, Vol.52, (397-422).
25. Näring, Gérard, Vlerickc, Peter, Van de Ven, Bart (2012), “Emotion Work and Emotional Exhaustion in Teachers: The Job and İndividual Perspective”, Educational Studies, Vol. 38, No.1, (63–72).
26. Oral, Lale, Köse, Sevinç (2011), “Hekimlerin Duygusal Emek Kullanımı İle İş Doyumu ve Tükenmişlik Düzeyleri Arasındaki İlişkiler Üzerine Bir Araştırma”, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt.16, Sayı.2, (463-492).
27. Psilopanagioti, Aristea, Anagnostopoulos, Fotios, Mourtou, Efstratia , Niakas, Dimitris (2012), “Emotional intelligence, emotional labor, and job satisfaction among physicians in Greece”, BMC health services research, Vol.12, No.1, (463).
28. Pugliesi, Karen (1999), “The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Weil-Being”, Motivation and Emotion, Vol. 23, No. 2, (125-154).
29. Shrivastava, Arunima, Purang, Pooja, (2009), “Employee Perceptions of Job Satisfaction: Comparative Study on Indian Banks”, Asian Academy of Management Journal, Vol. 14, No. 2, (65-78).
30. Şen, Sabire (2012), Konaklama İşletmelerinde Algılanan Liderlik ile İş doyumu İlişkisi ve Bir Uygulama, Yayımlanmamış Yüksek Lisans Tezi, Muğla Üniversitesi, Sosyal Bilimler Enstitüsü, İşletme ABD, Muğla.
31. Talebpour, Akbar, Khurasghani, Ali Rabbani, Ghasemi, Vahid (2013), “Investigating Social Factors Associated with Emotional Labor Among Nurses (Case Study; Tehran West Region Hospital's)”, Mediterranean Journal of Social Sciences, Vol. 4, No. 4, (369-379).
32. Torland, Monica (2013), Emotional labour and the job satisfaction of adventure tour leaders in Australia, Unpublished PhD thesis, Southern Cross University, Lismore, NSW, USA.
33. Wharthon, Amy (1999), “Psychosocial Consequences of Emotional Labor”, Annals of the American Academy of Political and Social Science, Vol.561, No.1, (158-176).
34. Yalçın, Aslı (2010), Emotional Labor: Dispositional Antecedents and the Role of Affective Events, Unpublished Master Thesis, Middle East Technical University, the Graduate School of Social Sciences, Ankara.
35. Yang, Feng-Hua, Chang, Chen-Chieh (2008), “Emotional labor, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey”, International Journal of Nursing Studies, Vol.45, No.6, (879–887).
36. Yürür, Şenay, Ünlü, Onur (2011), “Duygusal Emek, Duygusal Tükenme ve İşten Ayrılma Niyeti İlişkisi”, İş-Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, Cilt.13, Sayı.2, ( 81-104).
37. Zapf, Dieter (2002), “Emotion work and psychological well-being A review of the literature and some conceptual considerations”, Human Resource Management Review, Vol.12, No.2, (237 – 268).
38. Zhang, Qin, Zhu, Weihong (2008), “Exploring Emotion in Teaching: Emotional Labor, Burnout, and Satisfaction in Chinese Higher Education”, Communication Education, Vol.57, No.1, (105-122).