Araştırma Makalesi
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Yıl 2018, Cilt: 5 Sayı: 2, 129 - 140, 15.12.2018

Öz

Kaynakça

  • Abraham, R. (1999). Negative affectivity: Moderator or confound in emotinal dissonance-outcome relationships?. The Journal of Psychology, 133(1), 61-72.Akçay, C. ve Çoruk, A. (2012). Çalışma yaşamında duygular ve yönetimi: Kavramsal bir inceleme. Eğitimde Politika Analizi Dergisi, 1(1), 3-25.Aksu, A. ve Köksal, C.D. (2005). Perceptions and Attitudes of Tourism Students in Turkey. International Journal of Contemporary Hospitality Management, 17(5), 436-447.Arora, N., & Falade, T.A. (2011). Employee’s emotional dissonance: The organizational causal factors, consequences and moderators. Invertis Journal of Management, 3(1), 7-15.Anleu, S.R., & Mack, K. (2005). Magistrates' everyday work and emotional labour. Journal of Law and Society, 32(4), 590-614.Ashforth, B., & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88–115.Ashforth, B.E., & Tomiuk, M.A. (2000). Emotional labour and authenticity: Views from service agents. Stephen Fineman (Ed.), içinde Emotion in organizations, (ss.184-203). London: SAGE.Avcı, U., & Boylu, Y. (2008). Türk turizm çalışanları için duygusal emek ölçeği geçerlemesi. Seyahat ve Otel İşletmeciliği Dergisi, 7(2), 20-29.Bilal, K. (2011). Emotive toil and hospitality management at the workplace: A case of airline industry in Pakistan. International Journal of Business and Social Science, 2(9), 185-191.Biron, M., & Veldhoven, M.V. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65(10), 1259-1282.Brotheridge, C.M., & Grandey, A.A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60, 17-39.Brotheridge, C.M., & Lee, R.T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57–67.Carlson, D., Ferguson, M., Hunter, E., & Whitten, D. (2012). Abusive supervision and work–family conflict: The path through emotional labor and burnout. The Leadership Quarterly, 23, 849-859.Chau, S.L., Dahling, J.J., Levy, P.E., & Diefendorff, J.M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30, 1151-1163.Chu, K.H., Baker, M.A., & Murrmann, S.K. (2012). When we are onstage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management, 31(3), 906-915. Chu, K.H.L., & Murrmann, S.K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181–1191.Cote, S. (2005). A social interaction model of the effects of emotion regulation on work strain. The Academy of Management Review, 30(3), 509-530.Cote, S., & Morgan, L.M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23, 947–962.Çelik, D.A., & Öz, E.Ü. (2011). The effects of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among Turkish call center employees. Procedia-Social and Behavioral Sciences, 30, 2515-2519.Çelik, M., & Turunç, Ö. (2011). Duygusal emek ve psikolojik sıkıntı: İş-aile çatışmasının aracılık etkisi. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 40(2), 226-250.Deadrick, D.L., & McAfee, R.B. (2001). Service with a smile: Legal and emotional issues. Journal of Quality Management, 6(1), 99–110.Diefendorff, J.M., & Gosserand, R.H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959. Diefendorff, J.M, Croyle, M.H., & Gosserand, R.H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Organizational Behavior, 66, 339-357.Duke, A.B., Goodman, J.M., Treadway, D.C., & Breland, J.W. (2009). Perceived organizational support as a moderator of emotional labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.Fisk, G.M., & Friesen, J.P. (2012). Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors. The Leadership Quarterly, 23, 1-12.Gardner, W.L., Fitcher, D., & Hunt, J.G. (J). (2009). Emotional labor and leadership: A threat to authenticity?. The Leadership Quarterly, 20, 466-482.Glomb, T.M., Kammeyer-Mueller, J.D., & Rotundo, M. (2004). Emotional labor demands and compensating wage differentials. Journal of Applied Psychology, 89(4), 700-714.Goodwin, R.E., Groth, M., & Frenkel, S.J. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79(2), 538-548.Grandey, A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110.Grandey, A.A. Fisk, G.M., & Steiner, D.D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893-904.Groth, M., Hennig-Thurau, T., & 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.Gürsoy, D., Boylu, Y., & Avcı, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 30(4), 783-794.Hess, U. (2003). Emotion at work. Rapport Bourgogne, CIRANO, Montreal, Qc. 1 Eylül 2012 tarihnde http://www.cirano.qc.ca/pdf/publication/2003RB-03.pdf sayfasından erişilmiştir.Hochschild, A.R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.Holman, D., Chissick, C., & Totterdell, P. (2002). The effects of performance monitoring on emotional labor and well-being in call centers. Motivation and Emotion, 26(1), 57-81.Humprey, R.H (2012). How do leaders use emotional labor? Journal of Organizational Behavior, 33, 740-744.Jiang, B. ve Tribe, J. (2009). ‘Tourism Jobs-Short Lived Professions’: Student Attitudes Towards Tourism Careers in China. Journal of Hospitality, Leisure, Sport & Tourism Education, 8(1), 4-19. Johnson, H.A.M. (2004). The story behind service with a smile: The effects of emotional labor on job satisfaction, emotional exhaustion, and affective well-being. Master dissertation, University of South Florida, College of Arts and Sciences, Florida.Jones, A.W. (2001). Caring labor and class consicousness: The class dynamics of gendered work. Sociological Forum, 16(2), 281-299.Judge, T.A., Woolf, E.F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57-88.Karatepe, O.M., & Aleshinloye, K.D. (2009). Emotional dissonance and emotional exhaustion among hotel employees in Nigeria. International Journal of Hospitality Management, 28, 349–358.Karim, J. (2009). Emotional labor and psychological distress: Testing the mediatory role of work-family conflict. European Journal of Social Sciences, 11(4), 584-598.Kart, E. (2011). Bir duygu yönetimi süreci olarak duygusal emeğin çalışanlar üzerindeki etkisi. Çalışma ve Toplum, 3, 215-230.Keleş, Y. (2017, Ekim). Neden Turizm Eğitimi? Lisans Düzeyinde Turizm Öğrencilerine Yönelik Bir Araştırma. 18. Ulusal Turizm Kongresi’nde sunulmuş bildiri. Mardin Artuklu Üniversitesi, Mardin. Kiffin-Petersen, S.A., Jordan, C.L., & Soutar, G.N. (2011). The big five, emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor. Personality and Individual Differences, 50, 43-48.Kim, H.J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management 27, 151-161.Kokko, J. ve Guerrier, Y. (1994). Overeducation, Underemployment and Job Satisfaction: A Study of Finnish Hotel Receptionists. International Journal of Hospitality Management, 13(4), 375-386.Kozak, M.A., & Güçlü, H.N. (2008). Turizm işletmelerinde duygusal çaba faktörlerinin işe alma sürecinde kullanılması üzerine bir araştırma. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 39-56.Kozak M. & Kızılırmak, İ. (2001). Türkiye`de Meslek Yüksekokulu Turizm Otelcilik Programı Öğrencilerinin Turizm Sektörüne Yönelik Tutumlarının Demografik Değişkenlere Göre Değişimi: Anadolu, Akdeniz ve Karadeniz Teknik Üniversitesi Öğrencileri Üzerine Bir Uygulama. Anatolia Turizm Araştırmaları Dergisi, 12(2), 9-16.Kruml, S.M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49.Lam, W., & Chen, Z. (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, 31, 3-11.Lewing, K.A., & Dollard, M.F. (2003). Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers. European Journal of Work and Organizational Psychology, 12(4), 366-392.Liu, Y., Perrewe, P.L., Hochwarter, W.A., & Kacmar, C.J. (2004). Dispositional antecedents and consequences of emotional labor at work. Journal of Leadership and Organizational Studies, 10(4), 12-25.Lupton, D. (2002). Duygusal yaşantı. (Mustafa Cemal, Çev.). İstanbul: Ayrıntı.Montgomery, A.J., Panagopolou, E., Wildt, M., & Meenks, E. (2006). Work-family interference, emotional labor, and burnout. Journal of Managerial Psychology, 21, 36-51.Morris, J.A., & Feldman D.C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9(3), 257-274.Morris, J.A., & Feldman D.C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986–1010. Onay, M. (2011). Çalışanın sahip olduğu duygusal zekâsının ve duygusal emeğinin, görev performansı ve bağlamsal performans üzerindeki etkisi. Ege Akademik Bakış, 11(4), 587-600.Pelit, E. & Güçer, E. (2006). Turizm Alanında Öğretmenlik Eğitimi Alan Öğrencilerin Turizm İşletmelerinde Yaptıkları Stajları Değerlendirmeleri Üzerine Bir Araştırma. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 139-164.Pugliesi, K. (1999). The consequences of emotional labor: effects on work stress, job satisfaction, and well-being. Motivation and Emotion, 23(2), 125-154.Roney, S.A. & Öztin P. (2007). Career Perceptions of Undergraduate Tourism Students: A Case Study in Turkey. Journal of Hospitality, Leisure, Sport and Tourism Education 6(1), 4 -17.Rupp, D.E., & 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, 91(4), 971-978.Scott, B.A., & Barnes, C.M. (2011). A multilevel field investigation of emotional labor, affect, work withdrawal, and gender. Academy of Management Journal, 54(1), 116-136.Seymour, D. (2000). Emotional labour: A comparison between fast food and traditional service work. Hospitality Management, 19, 159-171.Steinberg, R.J., & Figart, D.M. (1999). Emotional labour since the managed heart. The Annals of The American Academy of Political and Social Science, 561, 8-26.Tewksbury, R., & Higgins, G.E. (2006). Examining the effect of emotional dissonance on work stress and satisfaction with supervisors among correctional staff. Criminal Justice Policy Review, 17(3), 290-301.Üngüren, E. (2007). Lise ve Üniversitelerde Turizm Eğitimi Alan Öğrencilerin Umutsuzluk ve Kaygı Düzeylerinin Çeşitli Değişkenler Açısından Değerlendirilmesi: Antalya’da Bir Uygulama, Yayınlanmamış Yüksek Lisans Tezi, Akdeniz Üniversitesi Sosyal Bilimler Enstitüsü, Antalya.Üngüren E. ve Ehtiyar, R. (2008). Geleceğin Turizmcilerinin Umutsuzluk Tipolojilerinin Belirlenmesi. Elektronik Sosyal Bilimler Dergisi, 24, 201- 219. Üzümcü, T.P., Alyakut, Ö. ve Günsel, A. (2015). Turizm Eğitimi Alan Öğrencilerin, Mesleğin Geleceğine İlişkin Bakış Açıları. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(33), 179-199. Wharton, A.S. (1999). The psychological consequences of emotional labor. The Annals of the American Academy of Political and Social Science, 561(1), 158–176.Yang, F., & Chang, C. (2008). Emotional labour, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey. International Journal of Nursing Studies, 45, 879-887.Zapf, D. (2002). Emotion work and psychological well-being: a review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268.Zapf, D., & Holz, M. (2006). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 15(1), 1-28.Zapf, D., Seifert, C., Schmutte, B., Mertini, H., & Holz, M. (2001). Emotion work and job stressors and their effects on burnout. Psychology and Health, 16, 527–545.

Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım

Yıl 2018, Cilt: 5 Sayı: 2, 129 - 140, 15.12.2018

Öz

Turizmde tüketicilerin memnuniyetinde en
önemli belirleyicilerden biri, çalışanların tüketicilere karşı sergiledikleri
davranışlardır. Bu husus turizmde fiziksel ve zihinsel emeğin yanında, duygusal
emeğin önemli bir yeri olduğunu göstermektedir. Çalışanların duygularını
işletmelerin beklediği şekliyle düzenleyerek tüketiciye yansıtması olarak ifade
edilebilecek duygusal emek, turizm işletmeleri için önemli bir emek biçimi
haline gelmiştir. Duygusal emek ile ilgili yapılan çalışmalar incelendiğinde,
işletmeler açısından faydalarına ve sonuçlarına odaklanan, çalışana yönelik
sonuçları dahi işletmeler açısından değerlendiren bir yaklaşımla karşılaşmak
mümkündür. Oysaki fiziksel ve zihinsel emeğin yanında diğer bir emek biçimi
olan duygusal emeğin de ticari bir karşılığı/değişim değeri bulunmaktadır. Söz
konusu değişim değerini yalnızca ücret ile ifade edebilmek yeterli değildir.
İşletme açısından uygun olan davranışları sergileyebilmek için duygu durumunu
düzenleyecek çalışanın da birtakım beklentilerinin karşılanması gerekmektedir.
Duygusal emek konusuna yalnızca sonuçları ve işletmeler açısından faydaları
açısından yaklaşmak, eksik ve hatalı uygulamaları beraberinde getirecektir. Bu
noktadan hareketle, turizm sektöründe önemli bir yeri olan duygusal emeği
ortaya çıkaran, etkileyen ve yönlendiren faktörleri ortaya koyabilmek; gerek
işletmeler ve çalışanlar açısından gerekse sektörün süregelen sorunlarına çözüm
geliştirebilmek adına oldukça önemlidir. Kuramsal nitelik taşıyan bu
araştırmada duygusal emek konusu eleştirel bir bakış açısıyla ve çalışan
yönüyle irdelenmiştir. Araştırmanın sonucunda, duygusal emek konusunda
gelecekte yapılacak çalışmalara gerekse turizm endüstrisindeki yönetici
uygulamalarına yönelik öneriler sunulmuştur.

Kaynakça

  • Abraham, R. (1999). Negative affectivity: Moderator or confound in emotinal dissonance-outcome relationships?. The Journal of Psychology, 133(1), 61-72.Akçay, C. ve Çoruk, A. (2012). Çalışma yaşamında duygular ve yönetimi: Kavramsal bir inceleme. Eğitimde Politika Analizi Dergisi, 1(1), 3-25.Aksu, A. ve Köksal, C.D. (2005). Perceptions and Attitudes of Tourism Students in Turkey. International Journal of Contemporary Hospitality Management, 17(5), 436-447.Arora, N., & Falade, T.A. (2011). Employee’s emotional dissonance: The organizational causal factors, consequences and moderators. Invertis Journal of Management, 3(1), 7-15.Anleu, S.R., & Mack, K. (2005). Magistrates' everyday work and emotional labour. Journal of Law and Society, 32(4), 590-614.Ashforth, B., & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88–115.Ashforth, B.E., & Tomiuk, M.A. (2000). Emotional labour and authenticity: Views from service agents. Stephen Fineman (Ed.), içinde Emotion in organizations, (ss.184-203). London: SAGE.Avcı, U., & Boylu, Y. (2008). Türk turizm çalışanları için duygusal emek ölçeği geçerlemesi. Seyahat ve Otel İşletmeciliği Dergisi, 7(2), 20-29.Bilal, K. (2011). Emotive toil and hospitality management at the workplace: A case of airline industry in Pakistan. International Journal of Business and Social Science, 2(9), 185-191.Biron, M., & Veldhoven, M.V. (2012). Emotional labour in service work: Psychological flexibility and emotion regulation. Human Relations, 65(10), 1259-1282.Brotheridge, C.M., & Grandey, A.A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60, 17-39.Brotheridge, C.M., & Lee, R.T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57–67.Carlson, D., Ferguson, M., Hunter, E., & Whitten, D. (2012). Abusive supervision and work–family conflict: The path through emotional labor and burnout. The Leadership Quarterly, 23, 849-859.Chau, S.L., Dahling, J.J., Levy, P.E., & Diefendorff, J.M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior, 30, 1151-1163.Chu, K.H., Baker, M.A., & Murrmann, S.K. (2012). When we are onstage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management, 31(3), 906-915. Chu, K.H.L., & Murrmann, S.K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181–1191.Cote, S. (2005). A social interaction model of the effects of emotion regulation on work strain. The Academy of Management Review, 30(3), 509-530.Cote, S., & Morgan, L.M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23, 947–962.Çelik, D.A., & Öz, E.Ü. (2011). The effects of emotional dissonance and quality of work life perceptions on absenteeism and turnover intentions among Turkish call center employees. Procedia-Social and Behavioral Sciences, 30, 2515-2519.Çelik, M., & Turunç, Ö. (2011). Duygusal emek ve psikolojik sıkıntı: İş-aile çatışmasının aracılık etkisi. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 40(2), 226-250.Deadrick, D.L., & McAfee, R.B. (2001). Service with a smile: Legal and emotional issues. Journal of Quality Management, 6(1), 99–110.Diefendorff, J.M., & Gosserand, R.H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959. Diefendorff, J.M, Croyle, M.H., & Gosserand, R.H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Organizational Behavior, 66, 339-357.Duke, A.B., Goodman, J.M., Treadway, D.C., & Breland, J.W. (2009). Perceived organizational support as a moderator of emotional labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.Fisk, G.M., & Friesen, J.P. (2012). Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors. The Leadership Quarterly, 23, 1-12.Gardner, W.L., Fitcher, D., & Hunt, J.G. (J). (2009). Emotional labor and leadership: A threat to authenticity?. The Leadership Quarterly, 20, 466-482.Glomb, T.M., Kammeyer-Mueller, J.D., & Rotundo, M. (2004). Emotional labor demands and compensating wage differentials. Journal of Applied Psychology, 89(4), 700-714.Goodwin, R.E., Groth, M., & Frenkel, S.J. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79(2), 538-548.Grandey, A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110.Grandey, A.A. Fisk, G.M., & Steiner, D.D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893-904.Groth, M., Hennig-Thurau, T., & 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.Gürsoy, D., Boylu, Y., & Avcı, U. (2011). Identifying the complex relationships among emotional labor and its correlates. International Journal of Hospitality Management, 30(4), 783-794.Hess, U. (2003). Emotion at work. Rapport Bourgogne, CIRANO, Montreal, Qc. 1 Eylül 2012 tarihnde http://www.cirano.qc.ca/pdf/publication/2003RB-03.pdf sayfasından erişilmiştir.Hochschild, A.R. (2003). The managed heart: Commercialization of human feeling. Berkeley: University of California.Holman, D., Chissick, C., & Totterdell, P. (2002). The effects of performance monitoring on emotional labor and well-being in call centers. Motivation and Emotion, 26(1), 57-81.Humprey, R.H (2012). How do leaders use emotional labor? Journal of Organizational Behavior, 33, 740-744.Jiang, B. ve Tribe, J. (2009). ‘Tourism Jobs-Short Lived Professions’: Student Attitudes Towards Tourism Careers in China. Journal of Hospitality, Leisure, Sport & Tourism Education, 8(1), 4-19. Johnson, H.A.M. (2004). The story behind service with a smile: The effects of emotional labor on job satisfaction, emotional exhaustion, and affective well-being. Master dissertation, University of South Florida, College of Arts and Sciences, Florida.Jones, A.W. (2001). Caring labor and class consicousness: The class dynamics of gendered work. Sociological Forum, 16(2), 281-299.Judge, T.A., Woolf, E.F., & Hurst, C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57-88.Karatepe, O.M., & Aleshinloye, K.D. (2009). Emotional dissonance and emotional exhaustion among hotel employees in Nigeria. International Journal of Hospitality Management, 28, 349–358.Karim, J. (2009). Emotional labor and psychological distress: Testing the mediatory role of work-family conflict. European Journal of Social Sciences, 11(4), 584-598.Kart, E. (2011). Bir duygu yönetimi süreci olarak duygusal emeğin çalışanlar üzerindeki etkisi. Çalışma ve Toplum, 3, 215-230.Keleş, Y. (2017, Ekim). Neden Turizm Eğitimi? Lisans Düzeyinde Turizm Öğrencilerine Yönelik Bir Araştırma. 18. Ulusal Turizm Kongresi’nde sunulmuş bildiri. Mardin Artuklu Üniversitesi, Mardin. Kiffin-Petersen, S.A., Jordan, C.L., & Soutar, G.N. (2011). The big five, emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor. Personality and Individual Differences, 50, 43-48.Kim, H.J. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management 27, 151-161.Kokko, J. ve Guerrier, Y. (1994). Overeducation, Underemployment and Job Satisfaction: A Study of Finnish Hotel Receptionists. International Journal of Hospitality Management, 13(4), 375-386.Kozak, M.A., & Güçlü, H.N. (2008). Turizm işletmelerinde duygusal çaba faktörlerinin işe alma sürecinde kullanılması üzerine bir araştırma. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 8(2), 39-56.Kozak M. & Kızılırmak, İ. (2001). Türkiye`de Meslek Yüksekokulu Turizm Otelcilik Programı Öğrencilerinin Turizm Sektörüne Yönelik Tutumlarının Demografik Değişkenlere Göre Değişimi: Anadolu, Akdeniz ve Karadeniz Teknik Üniversitesi Öğrencileri Üzerine Bir Uygulama. Anatolia Turizm Araştırmaları Dergisi, 12(2), 9-16.Kruml, S.M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild’s work. Management Communication Quarterly, 14, 8–49.Lam, W., & Chen, Z. (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, 31, 3-11.Lewing, K.A., & Dollard, M.F. (2003). Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers. European Journal of Work and Organizational Psychology, 12(4), 366-392.Liu, Y., Perrewe, P.L., Hochwarter, W.A., & Kacmar, C.J. (2004). 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The psychological consequences of emotional labor. The Annals of the American Academy of Political and Social Science, 561(1), 158–176.Yang, F., & Chang, C. (2008). Emotional labour, job satisfaction and organizational commitment amongst clinical nurses: A questionnaire survey. International Journal of Nursing Studies, 45, 879-887.Zapf, D. (2002). Emotion work and psychological well-being: a review of the literature and some conceptual considerations. Human Resource Management Review, 12, 237-268.Zapf, D., & Holz, M. (2006). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 15(1), 1-28.Zapf, D., Seifert, C., Schmutte, B., Mertini, H., & Holz, M. (2001). Emotion work and job stressors and their effects on burnout. Psychology and Health, 16, 527–545.
Toplam 1 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Makaleler
Yazarlar

Yasin Keleş 0000-0002-6879-448X

Muharrem Tuna 0000-0001-5526-7122

Yayımlanma Tarihi 15 Aralık 2018
Gönderilme Tarihi 28 Eylül 2018
Kabul Tarihi 22 Ekim 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 5 Sayı: 2

Kaynak Göster

APA Keleş, Y., & Tuna, M. (2018). Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım. Turizm Akademik Dergisi, 5(2), 129-140.
AMA Keleş Y, Tuna M. Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım. Turizm Akademik Dergisi. Aralık 2018;5(2):129-140.
Chicago Keleş, Yasin, ve Muharrem Tuna. “Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım”. Turizm Akademik Dergisi 5, sy. 2 (Aralık 2018): 129-40.
EndNote Keleş Y, Tuna M (01 Aralık 2018) Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım. Turizm Akademik Dergisi 5 2 129–140.
IEEE Y. Keleş ve M. Tuna, “Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım”, Turizm Akademik Dergisi, c. 5, sy. 2, ss. 129–140, 2018.
ISNAD Keleş, Yasin - Tuna, Muharrem. “Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım”. Turizm Akademik Dergisi 5/2 (Aralık 2018), 129-140.
JAMA Keleş Y, Tuna M. Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım. Turizm Akademik Dergisi. 2018;5:129–140.
MLA Keleş, Yasin ve Muharrem Tuna. “Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım”. Turizm Akademik Dergisi, c. 5, sy. 2, 2018, ss. 129-40.
Vancouver Keleş Y, Tuna M. Turizm İşletmelerinde Duygusal Emek: Eleştirel Bir Yaklaşım. Turizm Akademik Dergisi. 2018;5(2):129-40.