:
*
hissettikleri duygulardan ziyade kendilerinden talep e
sergiledi
biri ol deri
Anahtar Kelimeler;
The Impact of Emotional Labor on Emotional Exhaustion:
An Analysis in the Context of Self-Discrepancy Theory
Abstract
In the process of service delivery, employees are expected to manage their emotions to ensure customer satisfaction. Within the framework of this expectation, employees are required to suppress their negative emotions or exhibit the desired emotions determined by the organizations. The effort of employees in this process is defined as emotional labor. However, employees may not always be able to control their emotional labor and may experience a contradiction between their inner states and exhibited emotions. According to self-discrepancy theory, this contradiction results in unintended consequences, such as discomfort, guilt or burnout. In the literature review, the impact of emotional labor on burnout was discussed. However, the results were contradictory regarding the relationship between emotional exhaustion, which is a dimension of burnout, and emotional labor. In this respect, the aim of this study is to explore the impact of emotional labor on emotional exhaustion. To this end, data were gathered from employees in health sector by survey method and analyzed by multiple regression. The results stated that surface acting has a positive, whereas deep acting has a negative impact on emotional exhaustion. Thus, it is recommended to lessen emotional exhaustion by increasing organizational support and internalization of Keywords; Emotional Labor, Emotional Exhaustion, Surface Acting, Deep Acting, Self-Discrepancy Theory.
Rece 12.01.2019
Accepted/Kabul: 27.05.2019
*
²´·µ
homo economicus
(
Froggatt, 1998
, s. 336). Oysa
ne
kiler (Parasuraman, Zeithaml ve Berry, 1988).
Hatta Morr
,
duygusal emek sarf
Goodwin
,
Groth ve
Frenkel, 2011;
Gerek ulusal gerekse ulusl
Akdu ve Akdu, 201
6;
2002;
Brotheridge ve Lee, 2003;
Grandey, 1999, 2003; Ko
genel olarak
duygusal emek
.
Ancak
makta, yaz
. Bu durum, duygus
n sergiledikleri y
Duygusal Emek
irleyici role sahiptirler. Bu
nedenle duygular,
plana
hizmet
²´·µ
ni ifade
s.
Bu
, kendilerinden talep edilen
ak da
Humphrey, 19
etkilerden
Serinkan; 2008, s.
ve ciddi
Byrne,
Bakker, Nachreiner ve Schaufeli, 2001, s. 499).
duygular
olumsuz duygular hisseder.
²´·µ
sal
ve Grandey (2002), Brotheridge ve Lee (2003) ile Grand
kdu ve Akdu, 2016; Kaya, 2014;
; Ora
duygu
, ancak
(
2013; Kaya, 2014;
2011;
Serin, 2014).
kle birlikte,
derin
mektedir
.
aliye
.
toplam
5
sinde
i "1-
-Derecelendirmeler,
-
-
r.
de
gerek duygusal
t
eksik veriler (missing values) ve normallik v
, bu ifadelerin yerine
i
(Acuna
ve Rodriguez, 2004, s. 639).
Normallik
²´·µ
lise
%58.5'inin (n=110)
Tablo 1. statistikler n % n % 37 19.7 41 21.8 65 34.5 1- 69 36.7 Lisans 84 44.7 6- 53 28.2 2 1.1 25 13.3 Cinsiyet 127 67.6 101 53.7 31-40 55 29.3 Erkek 87 46.3 6 3.1ger
K
ve bu
desteklemektedir.
hi
kaps
analizi sonucunda,
boyut,
Duygusal
il
-Tablo 2. .57 31.61 .68 .63 .83 .84 .76 25.31 .75 .85 .76 .79 56.92
olup, elde edilen tek boyut duygusal
ini
Tablo 3. .87 56.95 .83 .81 .81 .76 .67 .63 .62 56.95-
rleri ile
Tablo 4.Ortalama (x) Standart Sapma (S.S.) Cronbach Alfa
Duygusal Emek 10 3.1728 .58488 .759
4 3.3444 .80277 .793
6* 3.1725 .74808 .812
8** 3.0268 .80511 .888
²´·µ
klerde,
g
lerinden
Tablo 5'te
yer alan y
(r=.13,
Tablo 5. orelasyonlar 1 .127* .251** 1 -.178* 1 **p<.01 *p<.05-duygu
lizi
analizlerde, verilerin
-
(Ghadi,
Alwi, Bakar ve Talib, 2012, s. 140; Yong ve Pearce, 2013, s. 88).
Regresyon
7, p<.001).
duygusal
.
a
-
nde etkilidir. Daha net bir
Analiz
Tablo 6. B Std. Hata t p VIF Duygusal (Sabit) 2.792 .318 8.779 .000 .300 .075 .278 3.975 .000 1.016 -.214 .070 -.213 -3.045 .003 1.016 R=.328 R2=.108 F= 11.177 p<.001 Durbin Watson=1.825R
2 2=.10). Bu bulgu,
iledikleri
nden
davr
Analizler
sonucunda,
lgili olarak
bulguyu
(2012), Akdu ve Akdu (2016),
(2013), Brotheridge ve Grandey (2002), Brotheridge
ve Lee (2003), Chau vd. (2009), Gosserand ve Dienfendorff (2005), Grandey (1999), Grandey
²´·µ
klemektedir.
lumsuz so
enir. Bu
Dijk
ve
gun olarak sergiledikleri pozitif
su,
).
ve derinden
(2014), Oral v
gibi ila
ilir.
adapte olamama,
inden d
rlayan
Acuna, E., ve Rodriguez, C. (2004). The Treatment of Missing Values and Its Effect on Classifier Accuracy. D. Banks, L. House, F.R. McMorris, P. Arabie, W. Gaul (Ed.), Classification, Clustering, and Data Mining Applications (pp. 639-647). Springer, Berlin, Heidelberg.
(2012).
Etkisi
Journal of International Social Research, 9(47), 1142-1153.
SPSS
Ashforth, B. E., ve Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of
Management Review, 18(1), 88-115.
Perfor
, 10(6),69-90.
Bir Ar Ege Academic Review, 8(2), 541-561.
, 19(1), 77-90.
, 1(2), 67-83. e Etki , 58, 253-274.
Bayram, N., Aytac, S., ve Dursun, S. (2012). Emotional Labor and Burnout At Work: A Study From Turkey.
²´·µ
Brotheridge C. M., ve Lee R. T. (2003). Development and Validation of the Emotional Labor Scale. Journal of
Occupational and Organizational Psychology, 76, 365-379.
Brotheridge, C. M., ve Grandey, A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of People Work. Journal of Vocational Behavior, 60(1), 17-39.
Chau, S. L., Dahling, J. J., Levy, P. E., ve Diefendorff, J. M. (2009). A Predictive Study of Emotional Labor and Turnover. Journal of Organizational Behavior, 30(8), 1151-1163.
Chu, K. H-L., ve Murrmann, S. K. (2006). Development and Validation of The Hospitality Emotional Labor Scale.
Tourism Management, 27(6), 1181-1191.
Cropanzano, R., Rupp, D. E., ve Byrne, Z. S. (2003). The Relationship of Emotional Exhaustion to Work Attitudes, Job Performance, and Organizational Citizenship Behaviors. Journal of Applied Psychology, 88(1), 160.
- Istanbul
University Journal of the School of Business Administration, 40(2), 226-250.
, 8(4), 202-218.
Demerouti, E., Bakker, A. B., Nachreiner, F., ve Schaufeli, W. B. (2001). The Job Demands Resources Model Of Burnout. Journal of Applied Psychology, 86, 499 512.
Diefendorff, J. M., Croyle, M. H., ve Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies. Journal of Vocational Behavior, 66(2), 339-357.
Donders, A. R. T., Van Der Heijden, G. J., Stijnen, T., ve Moons, K. G. (2006). A Gentle Introduction to Imputation of Missing Values. Journal of Clinical Epidemiology, 59(10): 1087-1091.
Sosyal Bilimler Dergisi, 19, 43-57.
VII. Ulusal
Psikoloji Kongresi ,
22-Erickson, R. J., ve Ritter, C. (2001). Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter?, Social
Psychology Quarterly, 146-163.
, 19, 147-160.
Froggatt, K. (1998) Journal of Advanced
Nursing, 28(2), 332-338.
Ghadi, I., Alwi, N. H., Bakar, K. A., ve Talib, O. (2012). Construct Validity Examination of Critical Thinking Dispositions for Undergraduate Students in University Putra Malaysia. Higher Education Studies, 2(2), 138. Goodwin, R. E., Groth, M., ve Frenkel, S. J. (2011). Relationships Between Emotional Labor, Job Performance, and
Turnover. Journal of Vocational Behavior,79(2), 538-548. Gorsuch, R. L. (1983). Factor analysis, 2nd. Hillsdale, NJ: LEA.
Gosserand, R.H., ve J.M. Dienfendorff (2005). Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology, 90(6): 1256-1264.
Grandey, A. A. (1999). The Effects of Emotional Labor: Employee Attitudes, Stress, and Performance, Doctoral Dissertation, Colorado State University, Colorado.
Grandey, A. 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(1), 86-96.
gisi, 35(4), 53-78.
Kamu- , 11(1), 167-183.
-Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., ve Tatham, R. L. (2005). Multivariate Data Analysis. 6th edition, NJ: Pearson Prentice Hall.
, 1(4), 58-68.
Higgins, E. T. (1987). Self-Discrepancy: A Theory Relating Self and Affect. Psychological Review, 94(3), 319-340. Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling, University of California Press:
London.
Humphrey, R. H. (2012). How Do Leaders Use Emotional Labor?, Journal of Organizational Behavior, 33, 740 744. Kaplan, M., ve
, (35), 165-174.
Kaya, F. (2014). lenmesi: Aile ve Sosyal
. , 3(2), 109-130. Bi Ankara. , 7(12), 14-33. -92). Beta stanbul.
Kruml, S. M., ve Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: Th
Management Communication Quarterly, 14, 8 49.
Lui Y., Perrewe P. L., Hochwarter W. A. ve Kacmar C. J. (2004). Dispositional Antecedents and Consequences of Emotional Labor At Work. Journal of Leadership and Organization Studies, 10(4), 12-25.
Maslach, C., ve Jackson, S. E. (1981). The Measurement of Experienced Burnout. Journal of Organizational
Behavior, 2(2), 99-113.
ine
Bilig, (57):175-200.
Morgan, G. (1997). Images of Organization, Thousand Oaks, CA: Sage.
Morris, J.A., ve Feldman, D.C. (1996), The Dimensions, Antecedents, and Consequences of Emotional Labor. The
²´·µ
Elektronik Sosyal Bilimler Dergisi, 12(46), 370-381. se
, 16(2), 463-492.
, 21- r
Parasuraman, A., Zeithaml, V. A., ve Berry, L. L. (1988). Servqual: A Multiple-item Scale for Measuring Consumer Perception. Journal of Retailing, 64(1), 12-40.
Pines, A. M. (2003). Occupational Burnout: A Cross-cultural Israeli Jewish-Arab Perspective and Its Implications for Career Counselling. Career Development International, 8(2), 97-106.
Schaufeli, W.B., and Greenglass, E.R. (2001) Introduction to Special Issue on Burnout and Health. Psychology and
Health, 16, 501-510.
Serin, S. (2014). Duygusal
, (37), 183-207.
Van Dijk, P. A., ve Kirk, A. (2007). Being Somebody Else: Emotional Labour and Emotional Dissonance in the Context of the Service Experience at a Heritage Tourism Site. Journal of Hospitality and Tourism
Management, 14(2), 157-169.
Van Dijk, P. A., Smith, L. D., ve Cooper, B. K. (2011). Are You For Real? An Evaluation of The Relationship Between Emotional Labour and Visitor Outcomes. Tourism Management, 32(1), 39-45.
ne Etkisi. , 5(1), 89-99.
Yilmaz, K., Alti
Burnout Level. Eurasian Journal of Educational Research, 59, 75-90.
Yong, A. atory Factor
