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The Mediating Role of Organizational Identification on the Effects of Perceived External Prestige on Emotional Labor: A Research in Lodging Companies

Yıl 2020, Cilt: 15 Sayı: 1, 141 - 164, 01.04.2020
https://doi.org/10.17153/oguiibf.523723

Öz

The purpose of the study is to investigate the mediating role of
organizational identification on the effects of external prestige perceptions
of employees in lodging companies on their emotional labor.506 employees who working
in four and five-star lodging companies that certified tourism business in
Nevsehir were included in the study. The data used in the research were
collected by questionnaire method applied to employees. For the analysis of the
data, statistical analysis methods such as central tendency measures,
confirmatory factor analysis, correlation analysis and structural equation
modeling were used. According to the results, the intra-group identification is
full mediating effect on emotive dissonance and partial mediating effect on
emotive effort. Finally, some suggestions were made to both the researchers and
the managers by evaluating the results of the findings in organizational
contexts.

Kaynakça

  • Albert, Stuart; Ashforth, Blake E.; Dutton, Jane E. (2000), “Organizational Identity and Identification: Charting New Waters and Building New Bridges”, Academy of Management Review, Vol. 25, No: 13-17.
  • Ashforth, B. E.; Humphrey, R. H. (1993), “Emotional Labor in Service Roles: The Influence of Identity”, Academy of Management Review, Vol. 18, No. 1: 88-115.
  • Ashforth, Blake E.; Mael, Fred (1989), “Social Identity Theory and the Organization”, Academy of Management Review, Vol. 14, No. 1: 20-39.
  • Ashforth, Blake; Tomiuk, Marc A. (2000), “Emotional Labor and Authenticity: Views from Service Agents”, Emotion in Organizations, Sage Publications, ABD: 184-204.
  • Bamber, E. Michael; Iyer, Venkataraman M. (2002), “Big 5 Auditors' Professional and Organizational Identification: Consistency or Conflict?”, Auditing: A Journal of Practice & Theory, Vol. 21, No. 2: 21-38.
  • Baron, Reuben M.; Kenny, David A. (1986), “The Moderator–Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations”, Journal of Personality and Social Psychology, Vol. 51, No. 6: 1173-82.
  • Bartels, Jos; Pruyn, Ad; Jong, Menno (2009), “Employee Identification Before and After an Internal Merger: A Longitudinal Analysis”, Journal of Occupational and Organizational Psychology, Vol. 82, No. 1: 113-128.
  • Bartels, Jos; Pruyn, Ad; Jong, Menno De; Joustra, Inge (2007), “Multiple Organizational Identification Levels and the Impact of Perceived External Prestige and Communication Climate”, Journal of Organizational Behavior, Vol. 28, No. 2: 173-190.
  • Bergami, Massimo; Bagozzi, Richard P. (2000), “Self‐Categorization, Affective Commitment and Group Self‐Esteem as Distinct Aspects of Social Identity in the Organization”, British Journal of Social Psychology, Vol. 39, No. 4: 555-577.
  • Bhattacharya, C. B.; Elsbach, Kimberly D. (2002), “Us versus Them: The Roles of Organizational Identification and Disidentification in Social Marketing Initiatives”, Joaurnal of Public Policy & Marketing, Vol. 21, No. 1: 26-36.
  • Bhattacharya, Chitrabhan B.; Rao, Hayagreeva; Glynn, Mary Ann (1995), “Understanding the Bond of Identification: An Investigation of Its Correlates among Art Museum Members”, The Journal of Marketing, Vol. 59, No. 4: 46-57.
  • Brotheridge, Ce´Leste M.; Lee, Raymond T. (2003), “Development and validation of the Emotional Labour Scale”, Journal of Occupational and Organizational Psychology, Vol. 76: 365-379.
  • Bullis, Connie A.; Tompkins, Phillip K. (1989), “The Forest Ranger Revisited: A Study of Control Practices and Identification”, Communications Monographs, Vol. 56, No. 4: 287-306.
  • Burch, Gerald F.; Batchelor, John H.; Humphrey, Ronald H. (2013), “Emotional Labor for Entrepreneurs: A Natural and Necessary Extension”, Entrepreneurship Research Journal, Vol. 3, No. 3: 331-366.
  • Büyüköztürk, Şener (2005), “Anket Geliştirme”, Türk Eğitim Bilimleri Dergisi, C. 3, S. 2: 133-151.
  • Carmeli, A. (2005), “Perceived External Prestige, Affective Commitment, and Citizenship Behaviors”, Organization Studies, Vol. 26, No. 3: 443-464.
  • Carmeli, Abraham; Atwater, Leanne; Levi, Avi (2011), “How Leadership Enhances Employees’ Knowledge Sharing: The Intervening Roles of Relational and Organizational Identification”, The Journal of Technology Transfer, Vol. 36, No. 3: 257-274.
  • Carmeli, Abraham; Freund, Anat (2002), “The Relationship between Work and Workplace Attitudes and Perceived External Prestige”, Corporate Reputation Review, Vol. 5, No. 1: 51-68.
  • Carmeli, Abraham; Shteigman, Anat (2010), “Top Management Team Behavioral Integration in Small-Sized Firms: A Social Identity Perspective”, Group Dynamics: Theory, Research, and Practice, Vol. 14, No. 4: 318-331.
  • Chu, Kay Hei-Lin; Murrmann, Suzanne K. (2006), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, Vol. 27, No. 6: 1181-1191.
  • Cialdini, Robert B.; Thorne, Avril; Borden, Richard J.; Walker, Marcus Randall; Freeman, Stephen; Sloan, Lloyd Reynolds (1976), “Basking in Reflected Glory: Three (Football) Field Studies”, Journal of Personality and Social Psychology, Vol. 34, No. 3: 366-375.
  • Coté, Stéphane (2005), “A Social Interaction Model of the Effects of Emotion Regulation on Work Strain”, Academy of Management Review, Vol. 30, No. 3: 509-530.
  • Diefendorff, James M.; Gosserand, Robin H. (2003), “Understanding The Emotional Labor Process: A Control Theory Perspective”, Journal of Organizational Behavior, Vol. 24, No. 8: 945-959.
  • Dutton, Jane E.; Dukerich, Janet M. (1991), “Keeping an Eye on the Mirror: The Role of Image and Identity in Organizational Adaptation”, Academy of Management Journal, Vol. 34: 517-554.
  • Dutton, Jane E.; Dukerich, Janet M.; Harquail, Celia V. (1994), “Organizational Images and Member Identification”, Administrative Science Quarterly, Vol. 39, No. 2: 239-263.
  • Edwards, Martin R. (2005), “Organizational Identification: A Conceptual and Operational Review”, International Journal of Management Reviews, Vol. 7, No. 4: 207-230.
  • Ekman, Paul (1973), “Darwin and Facial Expression: A Century of Research in Review”, Academic Press, New York: 251-255.
  • Epitropaki, Olga (2013), “A Multi‐Level Investigation of Psychological Contract Breach and Organizational Identification through the Lens of Perceived Organizational Membership: Testing a Moderated–Mediated Model”, Journal of Organizational Behavior, Vol. 34, No. 1: 65-86.
  • Fisher, Robert; Wakefield, Kirk (1998), “Factors Leading to Group Identification: a Field Study of Winners and Losers”, Psychology & Marketing, Vol. 15, No. 1: 23-40.
  • Fuller, J. Bryan; Hester, Kim; Barnett, Tim; Relyea, Clint; Frey, Len (2006), “Perceived Organizational Support and Perceived External Prestige: Predicting Organizational Attachment for University Faculty, Staff, and Administrators”, The Journal of Social Psychology, Vol. 146, No. 3: 327-347.
  • Fuller, J. Bryan; Marler, Laura; Hester, Kim; Frey, Len; Relyea, Clint (2006), “Construed External Image and Organizational Identification: A Test of the Moderating Influence of Need for Self-Esteem”, The Journal of Social Psychology, Vol. 146, No. 6: 701-716.
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Algılanan Dışsal Prestijin Duygusal Emek Üzerindeki Etkisinde Örgütsel Özdeşleşmenin Aracılık Rolü: Konaklama İşletmelerinde Bir Araştırma

Yıl 2020, Cilt: 15 Sayı: 1, 141 - 164, 01.04.2020
https://doi.org/10.17153/oguiibf.523723

Öz

Bu
çalışmanın amacı, konaklama işletmelerindeki işgörenlerin dışsal prestij
algılarının sergiledikleri duygusal emek üzerindeki etkisinde örgütsel
özdeşleşmenin aracılık rolünü ortaya koymaktır. Nevşehir ilinde bulunan turizm
işletme belgeli dört ve beş yıldızlı konaklama işletmelerinde çalışan 506
işgören alan araştırmasına dâhil edilmiştir. Araştırmada kullanılan veriler,
işgörenlere uygulanan anket yöntemi ile toplanmıştır. Verilerin analizi için
merkezi eğilim ölçüleri, doğrulayıcı faktör analizi, korelasyon analizi ve
yapısal eşitlik modellemesi gibi istatistiksel analiz yöntemleri
kullanılmıştır. Elde edilen bulgulara göre, grup içi özdeşleşmenin duygusal
çelişki üzerinde tam aracılık, duygusal çaba üzerinde ise kısmi aracılık etkisi
bulunmaktadır. Son olarak, ulaşılan bulguların örgütsel ortamlarda
doğurabileceği sonuçlar değerlendirilerek, gerek araştırmacılara gerekse
yöneticilere birtakım önerilerde bulunulmuştur.

Kaynakça

  • Albert, Stuart; Ashforth, Blake E.; Dutton, Jane E. (2000), “Organizational Identity and Identification: Charting New Waters and Building New Bridges”, Academy of Management Review, Vol. 25, No: 13-17.
  • Ashforth, B. E.; Humphrey, R. H. (1993), “Emotional Labor in Service Roles: The Influence of Identity”, Academy of Management Review, Vol. 18, No. 1: 88-115.
  • Ashforth, Blake E.; Mael, Fred (1989), “Social Identity Theory and the Organization”, Academy of Management Review, Vol. 14, No. 1: 20-39.
  • Ashforth, Blake; Tomiuk, Marc A. (2000), “Emotional Labor and Authenticity: Views from Service Agents”, Emotion in Organizations, Sage Publications, ABD: 184-204.
  • Bamber, E. Michael; Iyer, Venkataraman M. (2002), “Big 5 Auditors' Professional and Organizational Identification: Consistency or Conflict?”, Auditing: A Journal of Practice & Theory, Vol. 21, No. 2: 21-38.
  • Baron, Reuben M.; Kenny, David A. (1986), “The Moderator–Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations”, Journal of Personality and Social Psychology, Vol. 51, No. 6: 1173-82.
  • Bartels, Jos; Pruyn, Ad; Jong, Menno (2009), “Employee Identification Before and After an Internal Merger: A Longitudinal Analysis”, Journal of Occupational and Organizational Psychology, Vol. 82, No. 1: 113-128.
  • Bartels, Jos; Pruyn, Ad; Jong, Menno De; Joustra, Inge (2007), “Multiple Organizational Identification Levels and the Impact of Perceived External Prestige and Communication Climate”, Journal of Organizational Behavior, Vol. 28, No. 2: 173-190.
  • Bergami, Massimo; Bagozzi, Richard P. (2000), “Self‐Categorization, Affective Commitment and Group Self‐Esteem as Distinct Aspects of Social Identity in the Organization”, British Journal of Social Psychology, Vol. 39, No. 4: 555-577.
  • Bhattacharya, C. B.; Elsbach, Kimberly D. (2002), “Us versus Them: The Roles of Organizational Identification and Disidentification in Social Marketing Initiatives”, Joaurnal of Public Policy & Marketing, Vol. 21, No. 1: 26-36.
  • Bhattacharya, Chitrabhan B.; Rao, Hayagreeva; Glynn, Mary Ann (1995), “Understanding the Bond of Identification: An Investigation of Its Correlates among Art Museum Members”, The Journal of Marketing, Vol. 59, No. 4: 46-57.
  • Brotheridge, Ce´Leste M.; Lee, Raymond T. (2003), “Development and validation of the Emotional Labour Scale”, Journal of Occupational and Organizational Psychology, Vol. 76: 365-379.
  • Bullis, Connie A.; Tompkins, Phillip K. (1989), “The Forest Ranger Revisited: A Study of Control Practices and Identification”, Communications Monographs, Vol. 56, No. 4: 287-306.
  • Burch, Gerald F.; Batchelor, John H.; Humphrey, Ronald H. (2013), “Emotional Labor for Entrepreneurs: A Natural and Necessary Extension”, Entrepreneurship Research Journal, Vol. 3, No. 3: 331-366.
  • Büyüköztürk, Şener (2005), “Anket Geliştirme”, Türk Eğitim Bilimleri Dergisi, C. 3, S. 2: 133-151.
  • Carmeli, A. (2005), “Perceived External Prestige, Affective Commitment, and Citizenship Behaviors”, Organization Studies, Vol. 26, No. 3: 443-464.
  • Carmeli, Abraham; Atwater, Leanne; Levi, Avi (2011), “How Leadership Enhances Employees’ Knowledge Sharing: The Intervening Roles of Relational and Organizational Identification”, The Journal of Technology Transfer, Vol. 36, No. 3: 257-274.
  • Carmeli, Abraham; Freund, Anat (2002), “The Relationship between Work and Workplace Attitudes and Perceived External Prestige”, Corporate Reputation Review, Vol. 5, No. 1: 51-68.
  • Carmeli, Abraham; Shteigman, Anat (2010), “Top Management Team Behavioral Integration in Small-Sized Firms: A Social Identity Perspective”, Group Dynamics: Theory, Research, and Practice, Vol. 14, No. 4: 318-331.
  • Chu, Kay Hei-Lin; Murrmann, Suzanne K. (2006), “Development and Validation of the Hospitality Emotional Labor Scale”, Tourism Management, Vol. 27, No. 6: 1181-1191.
  • Cialdini, Robert B.; Thorne, Avril; Borden, Richard J.; Walker, Marcus Randall; Freeman, Stephen; Sloan, Lloyd Reynolds (1976), “Basking in Reflected Glory: Three (Football) Field Studies”, Journal of Personality and Social Psychology, Vol. 34, No. 3: 366-375.
  • Coté, Stéphane (2005), “A Social Interaction Model of the Effects of Emotion Regulation on Work Strain”, Academy of Management Review, Vol. 30, No. 3: 509-530.
  • Diefendorff, James M.; Gosserand, Robin H. (2003), “Understanding The Emotional Labor Process: A Control Theory Perspective”, Journal of Organizational Behavior, Vol. 24, No. 8: 945-959.
  • Dutton, Jane E.; Dukerich, Janet M. (1991), “Keeping an Eye on the Mirror: The Role of Image and Identity in Organizational Adaptation”, Academy of Management Journal, Vol. 34: 517-554.
  • Dutton, Jane E.; Dukerich, Janet M.; Harquail, Celia V. (1994), “Organizational Images and Member Identification”, Administrative Science Quarterly, Vol. 39, No. 2: 239-263.
  • Edwards, Martin R. (2005), “Organizational Identification: A Conceptual and Operational Review”, International Journal of Management Reviews, Vol. 7, No. 4: 207-230.
  • Ekman, Paul (1973), “Darwin and Facial Expression: A Century of Research in Review”, Academic Press, New York: 251-255.
  • Epitropaki, Olga (2013), “A Multi‐Level Investigation of Psychological Contract Breach and Organizational Identification through the Lens of Perceived Organizational Membership: Testing a Moderated–Mediated Model”, Journal of Organizational Behavior, Vol. 34, No. 1: 65-86.
  • Fisher, Robert; Wakefield, Kirk (1998), “Factors Leading to Group Identification: a Field Study of Winners and Losers”, Psychology & Marketing, Vol. 15, No. 1: 23-40.
  • Fuller, J. Bryan; Hester, Kim; Barnett, Tim; Relyea, Clint; Frey, Len (2006), “Perceived Organizational Support and Perceived External Prestige: Predicting Organizational Attachment for University Faculty, Staff, and Administrators”, The Journal of Social Psychology, Vol. 146, No. 3: 327-347.
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  • İşcan, Ömer Faruk (2006), “Dönüştürücü/Etkileşimci Liderlik Algısı ve Örgütsel Özdeşleşme İlişkisinde Bireysel Farklılıkların Rolü”, Akdeniz İİBF Dergisi, C. 11, S. 6: 160-177.
  • Jetten, Jolanda; Schmitt, Michael T.; Branscombe, Nyla R.; Mckimmie, Blake M. (2005), “Suppressing the Negative Effect of Devaluation on Group Identification: The Role of Intergroup Differentiation and Intragroup Respect”, Journal of Experimental Social Psychology, Vol. 41, No. 2: 208-215.
  • Karabey, Canan Nur; İşcan, Ömer Faruk; “Örgütsel Özdeşleşme, Örgütsel İmaj ve Örgütsel Vatandaşlık Davranışı İlişkisi: Bir Uygulama”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, C. 21, S. 2: 231-241.
  • Kim, Hae-Ryong; Lee, Moonkyu; Lee, Hyoung-Tark; Kim, Na-Min (2010), “Corporate Social Responsibility and Employee–Company Identification”, Journal of Business Ethics, Vol. 95, No. 4: 557-569.
  • Kim, Min Joo.; Han, Han, Suk Young (2009), “Relationship between Emotional Labor Consequences and Employees' Coping Strategy”, Asia Pacific Journal of Tourism Research, Vol. 14, No. 3: 225-239.
  • Knippenberg, Daan; Schie, Els (2000), “Foci and Correlates of Organizational Identification”, Journal of Occupational and Organizational Psychology, Vol. 73, No. 2: 137-147.
  • Kreiner, Glen E.; Ashforth, Blake E. (2004), “Evidence toward an Expanded Model of Organizational Identification”, Journal of Organizational Behavior, Vol. 25, No. 1: 1-27.
  • Lee, Sang M. (1971), “An Empirical Analysis of Organizational Identification”, Academy of Management Journal, Vol. 14, No. 2: 213-226.
  • Lipponen, Jukka; Helkama, Klaus; Olkkonen, Maria E.; Juslin, Milla (2005), “Predicting the Different Profiles of Organizational Identification: A Case of Shipyard Subcontractors”, Journal of Occupational and Organizational Psychology, Vol. 78, No. 1: 97-112.
  • Liu, Yan; Lam, Long Wai; Loi, Raymond (2014), “Examining Professionals’ Identification in the Workplace: The Roles of Organizational Prestige, Work-Unit Prestige, and Professional Status”, Asia Pacific Journal of Management, Vol. 31, No. 3: 789-810.
  • Mael, Fred A.; Ashforth, Blake E. (1992), “Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification”, Journal of Organizational Behavior, Vol. 13, No. 2: 103-123.
  • March, James G.; Simon, Herbert Alexander (1958), Organisations, Newyork: Wiley: 75-76.
  • Meydan, Cem Harun; Şeşen, Harun (2011), “Yapısal Eşitlik Modellemesi AMOS Uygulamaları”, Ankara: Detay Yayıncılık: 130-133.
  • Middleton, Dewight R. (1989), “Emotional Style: The Cultural Ordering of Emotions”, Ethos, Vol. 17, No. 2: 187-201.
  • Mishra, Sushanta Kumar (2011), “Sales Employee’s Emotional Labor: A Question of Image or Support, in What Have We Learned”, Emerald Group Publishing Limited: 107-131.
  • Mishra, Sushanta Kumar (2013), “Perceived External Prestige and Employee Outcomes: Mediation Effect of Organizational Identification”, Corporate Reputation Review, Vol. 16, No. 3: 220-233.
  • Mishra, Sushanta Kumar (2014), “Linking Perceived Organizational Support to Emotional Labor”, Personnel Review, Vol. 43, No. 6: 845-860.
  • Mishra, Sushanta Kumar; Bhatnagar, Deepti (2010), “Linking Emotional Dissonance and Organizational Identification to Turnover Intention and Emotional Well‐Being: A Study of Medical Representatives in India”, Human Resource Management, Vol. 49, No. 3: 401-419.
  • Mishra, Sushanta Kumar; Bhatnagar, Deepti; D’cruz, Premilla; Noronha, Ernesto (2012), “Linkage between Perceived External Prestige and Emotional Labor: Mediation Effect of Organizational Identification among Pharmaceutical Representatives in India”, Journal of World Business, Vol. 47: 204-212.
  • Morris, J. Andrew; Feldman, Daniel C. (1996), “The Dimensions, Antecedents, and Consequences of Emotional Labor”, The Academy of Management Review, Vol. 21, No. 4: 986-1010.
  • Oktuğ, Zeynep (2013), “Algılanan Örgütsel Destek İle Duygusal Emek Davranışları Arasındaki İlişkide Algılanan Örgütsel Prestijin Biçimlendirici Etkisi”, Elektronik Sosyal Bilimler Dergisi, C. 12: 370-381.
  • Öcel, Hatem (2013), “Örgüt Kimliğinin Gücü, Algılanan Örgütsel Prestij ve Kişi-Örgüt Uyumu ile Bağlamsal Performans Arasındaki İlişkiler: Örgütsel Bağlılığın Aracı Rolü”, Türk Psikoloji Dergisi, Vol. 28, No. 71: 37-53.
  • Özdemir, Gaye; Yalçın, Mustafa; Akbıyık, Melis (2013), “Hizmet Sektöründe Duygusal Emek Davranışlarının Müşteri İlişkileri Üzerindeki Etkisi: Boyner Örneği”, e-Journal of New World Sciences Academy, Vol. 8, No. 3: 301-320.
  • Podnar, Klement (2011), “Perceived External Prestige, Organizational Identification and Organizational Commitment: An Empirical Examination”, Teorija in Praksa Let, Vol. 48, No. 6: 1611-1627.
  • Reade, Carol (2001), “Antecedents of Organizational Identification in Multinational Corporations: Fostering Psychological Attachment to the Local Subsidiary and the Global Organization”, International Journal of Human Resource Management, Vol. 12, No. 8: 1269-1291.
  • Riketta, Michael (2005), “Organizational Identification: A Meta-Analysis”, Journal of Vocational Behavior, Vol. 66, No. 2: 358-384.
  • Schaubroeck, John; Jones, James R. (2000), "Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms", Journal of Organizational Behavior, Vol. 21, No. 2: 163-183.
  • Seçer, Şebnem; Tınar, Mustafa Yaşar (2004), “İş Yerinde Tükenmişlik Kaynağı Olarak Duygusal Emek: Hemşireler Üzerinde Yapılan Bir Araştırma”, 9. Ulusal Ergonomi Kongresi, 16-18 Ekim 2003: 814-830.
  • Sezgin Nartgün, Şenay; Kalay, Mustafa (2014), “Öğretmenlerin Örgütsel Destek, Örgütsel Özdeşleşme ile Örgütsel Sinizm Düzeylerine İlişkin Görüşleri”, Turkish Studies - International Periodical For The Languages, Literature and History of Turkish or Turkic, C. 9, S. 2: 1361-1376.
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  • Smidts, Ale; Pruyn, Ad Th H.; Van Riel, Cees B. (2001), “The Impact of Employee Communication and Perceived External Prestige on Organizational Identification,” Academy of Management Journal, Vol. 44, No. 5: 1051-1062.
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  • Tak, Bilçin; Çiftçioğlu, Aydem (2009), “Algılanan Örgütsel Prestij ile Örgütsel Bağlılık ve Örgütsel Özdeşleşme Arasındaki İlişkilerin İncelenmesine Yönelik Bir Araştırma”, Akdeniz Üniversitesi İİBF Dergisi, C. 18: 100-116.
  • Turunç, Ömer; Çelik, Mazlum (2010), “Örgütsel Özdeşleşme ve Kontrol Algılamalarının, Çalışanların İşten Ayrılma Niyeti ve İş Performansına Etkileri”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, C. 24, S. 3: 163-181.
  • Tyler, Tom R.; Blader, Steven L. (2003), “The Group Engagement Model: Procedural Justice, Social Identity, and Cooperative Behavior”, Personality and Social Psychology Review, Vol. 7, No. 4: 349-361.
  • Ünler Öz, Ela (2007), “Duygusal Emek Davranışlarının Çalışanların İş Sonuçlarına Etkisi”, İstanbul: Beta Yayınları: 90.
  • Van Dijk, Pieter A.; Brown, Andrea Kirk (2006), “Emotional Labour and Negative Job Outcomes: An Evaluation of the Mediating Role of Emotional Dissonance”, Journal of Management & Organization, Vol. 12, No. 2: 101-115.
  • Wan‐Huggins, Veronica N.; Riordan, Christine M.; Griffeth, Rodger W. (1998), “The Development and Longitudinal Test of a Model of Organizational Identification”, Journal of Applied Social Psychology, Vol. 28, No. 8: 724-749.
  • Xiuli, Tang; Yingkang, Gu (2016), “Forced Smiles or True Feelings: Impact of Organizational Identification and Organization-Based Self-Esteem on Service Employees' Emotional Labor”, Tourism Tribune, Vol. 31, No. 1: 68-80.
  • Yeşiltaş, Murat; Türkmen, Fatih; Ayaz, Nurettin (2011), “Otel İşletmelerinde Algılanan Örgütsel Prestijin Örgütsel Vatandaşlık Davranışları Üzerindeki Etkileri”, C.Ü. İktisadi ve İdari Bilimler Dergisi, C. 12, S. 2: 171-189.
  • Zeng, Yan; Chen, Xi; Chen, Yiwen (2014), “Impact of Emotional Intelligence on Emotional Labor Strategy: the Mediating Effects of General Self-Efficacy and Organizational Identification”, In: International Conference on Computer Science and Service Systems, June 13th-15th, 2014: 207-210.
  • Zengin, Eyüp; Erdal, Ayhan (2000), “Hizmet Sektöründe Toplam Kalite Yönetimi”, Journal of Qafqaz University, Vol. 3, No. 1: 43-56.
  • Zerbe, Wilfred J. (2002), “Emotional Dissonance and Employee Well-Being”, Managing Emotions in the Workplace, (Ed. N. M. Ashkanasy, W. J. Zerbe, C. E. J. Hartel), London: M. E. Sharpe: 189-214.
Toplam 85 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Gaye Deniz 0000-0002-9980-8506

Enver Aydoğan 0000-0001-7327-7148

Yayımlanma Tarihi 1 Nisan 2020
Gönderilme Tarihi 7 Şubat 2019
Yayımlandığı Sayı Yıl 2020 Cilt: 15 Sayı: 1

Kaynak Göster

APA Deniz, G., & Aydoğan, E. (2020). Algılanan Dışsal Prestijin Duygusal Emek Üzerindeki Etkisinde Örgütsel Özdeşleşmenin Aracılık Rolü: Konaklama İşletmelerinde Bir Araştırma. Eskişehir Osmangazi Üniversitesi İktisadi Ve İdari Bilimler Dergisi, 15(1), 141-164. https://doi.org/10.17153/oguiibf.523723