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The Effect of Cultural Intelligence Level on Emotional Labor in A Multicultural Environment

Yıl 2019, Cilt 12, Sayı , 719 - 740, 31.08.2019
https://doi.org/10.26466/opus.584460

Öz

Various technological advances and changes in the way of doing business have created multicultural working environments and the need for human resources being compatible with this environment. The purpose of the study is to examine the relationship between cultural intelligence and emotional labour and 101 participants working in a multicultural organization were analyzed. According to the results,  CQ has a positive effect on the emotional labor behavior of the members of the organization, the metacognitive CQ affects the surface acting behavior negatively and affects deep acting and genuine acting dimensions positively and behavioral CQ affects surface acting, deep acting and genuine acting positively. The results of the research show that in multicultural environment, especially the level of cultural intelligence plays a very important role in the management of emotions and the emotions desired by the organization. Taking into consideration the results obtained by decision makers is important in terms of effective management of strategic human resources. 

Kaynakça

  • Ang, S. ve Linn, V. D., (2008). conceptualization of cultural intelligence: definition, distinctiveness, and nomological network. In (S. Ang ve L. Van Dyne ed.) Handbook on Cultural Intelligence: Theory, Measurement and Applications, NY: M.E. Sharpe, Armonk.
  • Ashforth, B. ve Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management, 18(1), 88-115.
  • Bennett, J. (2014). The impact of emotional labor and dissonance on job satisfaction upon criminal case manager. New Castle: Wilmington University.
  • Bharwani, S. ve Jauhari, V. (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25, 823-843
  • Buckner, J.E. (2012). Emotional labor and authentic leadership. (Yayınlanmamış Doktora Tezi), Louisiana TechUniversity.
  • Brooks, P. (2004) Cultural intelligence: A guide to working with people from other cultures, içinde (s.89), Maine:Intercultural Press.
  • Brotheridge, C., ve Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of people work. Journal of Vocational Behavior, 60, 17-39.
  • Caligiuri,P.,Tarique,I. ve Jacobs,R. (2009). Selection for international assignments, Human Resource Management Review, 19, 252.
  • Earley, P. C. ve Ang, S. (2003). Cultural intelligence: Individual interactions across cultures. California:Stanford University Pres
  • England, P. ve Farkas, G. (1986). Households, employment, and gender: A social, economic, and demographic view. New York: Aldine.
  • Eroğlu, E. (2010). Örgütsel iletişimin işgörenlerin duygu gösterimlerinin yönetimine olan etkisi. Selçuk University Communication Faculty Academic Journal, 6 (3), 18-33.
  • Ersoy, A. (2014). Kültürel zekânın kültürlerarası liderlik etkinliği üzerindeki rolü: Konaklama işletmelerinde nitel bir araştırma. Journal of Yasar University, 9(35), 5999-6108.
  • Fineman, S.(2008). The emotional organization passion and power. Singapore: Blackwell Publishing Ltd.
  • Grandey, A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1) ,95-110.
  • Groth, M., Hennig, T. T., ve Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.
  • Groves, K. S. ve Feyerherm, A. E. (2011). Leader cultural intelligence in context: testing the moderating effects of team cultural diversity on leader and team performance. Group & Organization Management, 36(5), 535-566
  • Guillaume, P. (2015). Permanent and seasonal employees: An investigation of differences in percieved organizational support: Job engagement and dedication to service quality. Iowa: St. Ambrose University.
  • Hochschild, A. R. (1983). The managed heart. California:University of California Press.
  • James, N. (1989). Emotional labour: Skill and work in the social regulation of feelings. Sociological Review, 37(1), 15-42.
  • Kim, H. J., Hur, W.-M., Moon, T.-W., ve Jun, J.-K. (2017). Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance. Business Research Quarterly, 20(2), 124-136
  • Kruml, S.M. ve Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49.
  • Lee, H. (2016). Effects of public service employee age and performance of emotional labor on job pride. Social Behavior and Personelity, 44(8), 1339-1348.
  • Livermore,D. (2010). Leading with cultural intelligence: The new secret to success içinde (s.19-20), NewYork:Amacoms.
  • McCance, A.S., (2010). Emotional labor in intercultural service encounters: An experience sampling study. (Yayınlanmış Doktora Tezi), University of Illinois at Urbana-Champaign.
  • Morris, J., ve Feldman, D. (1996). The dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010.
  • Mroz, J., ve Kaleta, K. (2016). Relationships between personality, emotional labor, work angagement and job satisfaction in service profession. International Journal of Occupational Medicine and Environmental Health, 29(5), 767-782.
  • Neels, V. (2012). The Effects of Age and Emotional Labor on Decision Making. Minneapolis: Walden University.
  • Oğuz, H., ve Özkul, M. (2016). Duygusal emek sürecine yön veren sosyolojik faktörler üzerine bir araştirma: Batı Akdeniz uygulaması. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 7(16), 130-154.
  • Reid, P. A., (2010). The role of emotional abilities in the development of cross-cultural competence and their impact on cross-cultural adjustment and job satisfaction. (Yayınlanmış Doktora Tezi), Florida Institute of Technology-Melbourne
  • Savaş, A.H. (2012). İlköğretim okul müdürlerinin duygusal zekâ ve duygusal emek yeterliklerinin öğretmenlerin iş doyumuna etkisi: The effect of elementary school principals 'emotional intelligence and emotional labor competencies on teachers' job satisfaction. Doctoral Thesis Gaziantep University, Social Sciences Institute, Gaziantep.
  • Scott, B., ve Barnes, C. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of Management Journal, 54(1), 116-136.
  • Sohn, H.-K., Lee, T., ve Yoon, Y. (2016). Emotional labor and burnout: comparison between the countries of Japan and Korea. Journal of Travel and Tourism Marketing, 33(5), 597-612.
  • Şahin, F., Gürbüz, S., Ercan, Ü. ve Köksal, O. (2012). Kültürel zekâ, duygusal zekâ ve sosyal zekâdan farklı mıdır? 10. İşletmecilik Kongresi, Selçuk Üniversitesi, Konya, 356-365
  • Tay, C. M. ve Chia, A. (2008). Antecedents and consequences of cultural intelligence among short-term business travelers. In (S. Ang and L. Van Dyne Eds.), Handbook on Cultural Intelligence: Theory, Measurement and Alications (s.126-144). Armonk, NY: M.E.
  • Thomas,D.C. ve Inkson,K. (2008). Cultural intelligence: People skills for global business, içinde (s.23), California, Berrett-Koehler Publishers Inc.
  • Triandis, H.. (2006). Cultural Intelligence In Organizations. Group and Organization Management, 31, 20-26.
  • Wang, E., Berthon, P., Pitt, L., ve McCarthy, I. (2016). Service, emotional labor, and mindfulness. Business Horizons, 59(6), 655-661.
  • Woo, V. (2013). The perks and pitfalls of emotional labor: A conservation of resources approach. New York: Hofstra University.

Çok Kültürlü Ortamda Çalışanların Kültürel Zekâ Düzeylerinin Duygusal Emek Gösterimlerine Etkisi

Yıl 2019, Cilt 12, Sayı , 719 - 740, 31.08.2019
https://doi.org/10.26466/opus.584460

Öz

Çeşitli teknolojik ilerlemeler ve iş yapma şekillerindeki değişimler, çok kültürlü çalışma ortamını oluşturmuş ve bu ortamın gerektirdiği tutum ve davranışları sergileme yeteneği olarak tanımlanan kültürel zeka ve çalışan performansını belirleyen diğer önemli unsur olan duygusal emek arasında ki ilişki çok kültürlü bir örgüt yapısına sahip çalışma ortamında yer alan 101 katılımcı üzerinde incelenmiştir. Sonuçlar incelendiğinde; kültürel zekânın örgüt üyelerinin duygusal emek davranışını pozitif yönde etkilediği, üst bilişsel zeka bileşeninin duygusal emeğin yüzeysel rol yapma davranışını negatif, derin davranış ve doğal (samimi) davranış boyutunu pozitif yönde etkilediği, kültürel zekanın alt boyutlarından davranışsal kültürel zekanın, yüzeysel davranış, derin davranış ve doğal (samimi) davranışı pozitif yönde etkilediğini göstermektedir. Araştırma sonuçları, çok kültürlü ortamda özellikle üyelerin kültürel zeka düzeyinin duyguların yönetiminde ve örgüt tarafından istenen duyguların gösterilmesinde çok önemli bir rol oynadığını göstermektedir. Üst düzey yöneticiler tarafından gerek üyelerin kültürel zekâsının gerekse duygusal emek gösteriminin dikkate alınmasının stratejik insan kaynağının etkin yönetimi açısından önemli olduğu değerlendirilmektedir.

Kaynakça

  • Ang, S. ve Linn, V. D., (2008). conceptualization of cultural intelligence: definition, distinctiveness, and nomological network. In (S. Ang ve L. Van Dyne ed.) Handbook on Cultural Intelligence: Theory, Measurement and Applications, NY: M.E. Sharpe, Armonk.
  • Ashforth, B. ve Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management, 18(1), 88-115.
  • Bennett, J. (2014). The impact of emotional labor and dissonance on job satisfaction upon criminal case manager. New Castle: Wilmington University.
  • Bharwani, S. ve Jauhari, V. (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25, 823-843
  • Buckner, J.E. (2012). Emotional labor and authentic leadership. (Yayınlanmamış Doktora Tezi), Louisiana TechUniversity.
  • Brooks, P. (2004) Cultural intelligence: A guide to working with people from other cultures, içinde (s.89), Maine:Intercultural Press.
  • Brotheridge, C., ve Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of people work. Journal of Vocational Behavior, 60, 17-39.
  • Caligiuri,P.,Tarique,I. ve Jacobs,R. (2009). Selection for international assignments, Human Resource Management Review, 19, 252.
  • Earley, P. C. ve Ang, S. (2003). Cultural intelligence: Individual interactions across cultures. California:Stanford University Pres
  • England, P. ve Farkas, G. (1986). Households, employment, and gender: A social, economic, and demographic view. New York: Aldine.
  • Eroğlu, E. (2010). Örgütsel iletişimin işgörenlerin duygu gösterimlerinin yönetimine olan etkisi. Selçuk University Communication Faculty Academic Journal, 6 (3), 18-33.
  • Ersoy, A. (2014). Kültürel zekânın kültürlerarası liderlik etkinliği üzerindeki rolü: Konaklama işletmelerinde nitel bir araştırma. Journal of Yasar University, 9(35), 5999-6108.
  • Fineman, S.(2008). The emotional organization passion and power. Singapore: Blackwell Publishing Ltd.
  • Grandey, A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1) ,95-110.
  • Groth, M., Hennig, T. T., ve Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.
  • Groves, K. S. ve Feyerherm, A. E. (2011). Leader cultural intelligence in context: testing the moderating effects of team cultural diversity on leader and team performance. Group & Organization Management, 36(5), 535-566
  • Guillaume, P. (2015). Permanent and seasonal employees: An investigation of differences in percieved organizational support: Job engagement and dedication to service quality. Iowa: St. Ambrose University.
  • Hochschild, A. R. (1983). The managed heart. California:University of California Press.
  • James, N. (1989). Emotional labour: Skill and work in the social regulation of feelings. Sociological Review, 37(1), 15-42.
  • Kim, H. J., Hur, W.-M., Moon, T.-W., ve Jun, J.-K. (2017). Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance. Business Research Quarterly, 20(2), 124-136
  • Kruml, S.M. ve Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49.
  • Lee, H. (2016). Effects of public service employee age and performance of emotional labor on job pride. Social Behavior and Personelity, 44(8), 1339-1348.
  • Livermore,D. (2010). Leading with cultural intelligence: The new secret to success içinde (s.19-20), NewYork:Amacoms.
  • McCance, A.S., (2010). Emotional labor in intercultural service encounters: An experience sampling study. (Yayınlanmış Doktora Tezi), University of Illinois at Urbana-Champaign.
  • Morris, J., ve Feldman, D. (1996). The dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010.
  • Mroz, J., ve Kaleta, K. (2016). Relationships between personality, emotional labor, work angagement and job satisfaction in service profession. International Journal of Occupational Medicine and Environmental Health, 29(5), 767-782.
  • Neels, V. (2012). The Effects of Age and Emotional Labor on Decision Making. Minneapolis: Walden University.
  • Oğuz, H., ve Özkul, M. (2016). Duygusal emek sürecine yön veren sosyolojik faktörler üzerine bir araştirma: Batı Akdeniz uygulaması. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 7(16), 130-154.
  • Reid, P. A., (2010). The role of emotional abilities in the development of cross-cultural competence and their impact on cross-cultural adjustment and job satisfaction. (Yayınlanmış Doktora Tezi), Florida Institute of Technology-Melbourne
  • Savaş, A.H. (2012). İlköğretim okul müdürlerinin duygusal zekâ ve duygusal emek yeterliklerinin öğretmenlerin iş doyumuna etkisi: The effect of elementary school principals 'emotional intelligence and emotional labor competencies on teachers' job satisfaction. Doctoral Thesis Gaziantep University, Social Sciences Institute, Gaziantep.
  • Scott, B., ve Barnes, C. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of Management Journal, 54(1), 116-136.
  • Sohn, H.-K., Lee, T., ve Yoon, Y. (2016). Emotional labor and burnout: comparison between the countries of Japan and Korea. Journal of Travel and Tourism Marketing, 33(5), 597-612.
  • Şahin, F., Gürbüz, S., Ercan, Ü. ve Köksal, O. (2012). Kültürel zekâ, duygusal zekâ ve sosyal zekâdan farklı mıdır? 10. İşletmecilik Kongresi, Selçuk Üniversitesi, Konya, 356-365
  • Tay, C. M. ve Chia, A. (2008). Antecedents and consequences of cultural intelligence among short-term business travelers. In (S. Ang and L. Van Dyne Eds.), Handbook on Cultural Intelligence: Theory, Measurement and Alications (s.126-144). Armonk, NY: M.E.
  • Thomas,D.C. ve Inkson,K. (2008). Cultural intelligence: People skills for global business, içinde (s.23), California, Berrett-Koehler Publishers Inc.
  • Triandis, H.. (2006). Cultural Intelligence In Organizations. Group and Organization Management, 31, 20-26.
  • Wang, E., Berthon, P., Pitt, L., ve McCarthy, I. (2016). Service, emotional labor, and mindfulness. Business Horizons, 59(6), 655-661.
  • Woo, V. (2013). The perks and pitfalls of emotional labor: A conservation of resources approach. New York: Hofstra University.

Ayrıntılar

Birincil Dil Türkçe
Konular Sosyal
Bölüm Makaleler
Yazarlar

Deniz Devrim TAŞDEMİR (Sorumlu Yazar)
KOCAELİ ÜNİVERSİTESİ
0000-0001-5396-9788
Türkiye


Hülya GÜNDÜZ ÇEKMECELİOĞLU
KOCAELİ ÜNİVERSİTESİ
0000-0002-0123-4939


İbrahim YIKILMAZ
KOCAELİ ÜNİVERSİTESİ
0000-0002-1051-0886

Yayımlanma Tarihi 31 Ağustos 2019
Yayınlandığı Sayı Yıl 2019, Cilt 12, Sayı

Kaynak Göster

APA Taşdemir, D. D. , Gündüz Çekmecelioğlu, H. & Yıkılmaz, İ. (2019). Çok Kültürlü Ortamda Çalışanların Kültürel Zekâ Düzeylerinin Duygusal Emek Gösterimlerine Etkisi . OPUS International Journal of Society Researches , 18. UİK Özel Sayısı , 719-740 . DOI: 10.26466/opus.584460