Örgütsel güvenin duygusal emeğe etkisi : İstanbul'da yerleşik dört ve beş yıldızlı otel işletmeleri üzerine bir araştırma

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Sakarya University Institute of Social Sciences Abstract of Master¶VThesis Title of the Thesis: The Effect of the Organizational Trust on the Emotional Labour: A

Research On 4 And 5 Star Hotels iQøVWDQEXO

Author: $\GÕQh1$/ Supervisor: Assist. Prof. Dr. 2÷X]7h5.$<

Date: 19/08/2011 Nu.Of pages: ix (pre tex) + 77 (main body) +3 (app.) Department: Tourism Subfield: Tourism Management

Management

Trust is defined as to believe in something without being anxious and fearing and emotionally attached. Organizational trust is defined as to have not the sense of fear among the colleagues, carry bad intentions about themselves, not to intervene power and ego disputes and to trust anyone in regard with his/her persona, talent, honesty, character, skill, power or fairness. The fact of emotion is defined as the senses peculiar to the individual. The colleagues reflect their emotions to business life. The level of the reflected emotions can differ according to the things to be done. In demonstrating the emotions the labour in definite level is spent. This labour is mental but sometimes physical. In this regard, another definition of the labour is emotional labour. The emotional labour concept is expressed, among the inter-individual labour processes, as the necessary labour, planning and control for the emotions expected by the organization, that will be reflected on the work.

In this study, the relationship between the organizational trust and emotional labour, and the impacts of organizational trust on emotional labour are focused on. The finding of the relation between these concepts is crucial to focus on the importance of the maintenance of the trust concept in tourism managerships.

The establisment of the inner-organizational trust with its all aspects affect, significantly, the emotional labour of the staff in the service managership; besides the physical labour that demonsrated affect the emotional labour. In the literature part of the study both the organizational trust and the emotional labour have been focused on. In term of the developed research, a survey has been applied to the five-star hotels in Istanbul City.

The input datas have been analyzed and the approaches of the employees related to the organizational trust and the emotional labour have been put forth. As for the research is considered the trust of the employees to the employees in the dimension of the organizational trust has the highest average. That means the employees trust mostly to the employees. Then they trust to the managers. Among the emotional labour dimension, the deep behaviour has the highest average. According to this, the employees demonstrate the deep behaviour much more than the others. Then comes surface behaviour. They less supress their real emotions.

Keywords: Organizational Trust, Emotional Labour, Deep Behaviour,Employees- Manager Trust, Supress Behaviour

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Rotter 1967 .LúLOHUDUDVÕJYHQGL÷HULQLQV|]OYH\D]ÕOÕYDDGLQHNLúLQLQ

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Zand 1972 'L÷HUWDUDIÕQH\OHPOHUL]HULQGHNLúLVHO]D\ÕIOÕNYHGHQHWLP

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Golembiewski ve Mc Konkie

1975 BLUH\VHODOJÕODPDYHWHFUEHOHUHGD\DQDQROD\ODUÕQLVWHQHQ

VRQXFXKDNNÕQGDID\GDFÕ|]QHOLQDQo

Meeker 1983 'L÷HUWDUDIWDQLúELUOLNoLGDYUDQÕúEHNOHQWLVL

Butler ve Cantrell

1983 'L÷HUWDUDIÕQGDYUDQÕúÕQÕQGR÷UX\HWHUOLWXWDUOÕJYHQLOLUDoÕN

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Lewis ve Weigert

1985 *YHQREMH\HNDUúÕ\DJoOGX\JXVDOKLVOHUGX\JXVDOJYHQ

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Remper ve Holmes

1986 7DKPLQHGLOHELOLUOLNLWLPDWHGLOHELOLUOLNYHNDEXOHGLOHELOLUOLND\QÕ

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Gambetta 1988 %LU HNRQRPLN DNW|UQ GL÷HULQH \|QHOLN ID\GD VD÷OD\DQ HQ

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Butler 1991 'L÷HUWDUDID]DUDUYHUPH\HFH÷LQHGDLUYHULOHQNHVLQV|]

Bromiley ve Cummings

1992 .LúLQLQYHUGL÷LV|]OHUWXWDFD÷ÕQDP]DNHUHOHUGHGUVWON

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8 7DEOR¶LQGHYDPÕ

Mayer, Davis ve Schoorman

1995 %LUWDUDIÕQGL÷HUWDUDIÕQH\OHPOHULQHVDYXQPDVÕ]NDOPDLVWH÷L

McAllister 1995 %LUH\LQGL÷HUWDUDIÕQV|]OHULQLQH\OHPOHULQLQYHNDUDUODUÕQÕQ

GR÷UXROGX÷XQD\|QHOLNLQDQFÕ

Rousseau, Siktin, Burt ve Camerer

1998 .LúLQLQGL÷HUWDUDIÕQQL\HW\DGDGDYUDQÕúODUÕ\ODLOJLOLROXPOX

beklentileri.

Zaheer, McEvily ve Perrone

1998 'L÷HUWDUDIÕQ]RUXQOXOXNODUÕQÕ\HULQHJHWLUHFH÷LQHV|\OHGL÷L

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2000 'L÷HUWDUDIÕQ\HWHUOLDoÕNLOJLOLLWLPDWHGLOLUROPDVÕYH

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(Asunakutlu, 2001: 110).

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10

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(Balay, 2000: 8).

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147; aktaran; Toprak, 2006: 34).

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Kottkamp, 1991; Page, 2000),

9 øOHWLúLPYHgUJWVHO*YHQ'HXWVFK; Sapienzo ve Korsgaard, 1996; Lenz, 2006),

9 øúELUOL÷L YH gUJWVHO *YHQ /HRQDUG  7VFKDQQHQ-Moran, 2003; Lenz, 2006),

9 gUJWVHO øNOLP ± .OWU YH gUJWVHO *YHQ %U\N YH 6FKHQHLGHU  

Tarter, Bliss ve Hoy, 1989; Hoffman, Sabo, Bliss ve Hoy, 1994; Hoy, Tarter ve Kottkamp, 1991; Tarter, Sabo ve Hoy, 1995),

9 øúWHQ$\UÕOPDYHgUJWVHO*YHQ.LWDSoÕdHNHUYH6H]HQ 9 g]-yeterlilik $OJÕVÕYHgUJWVHO*YHQg]HUYHDUN

11

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ROGX÷XQXJ|VWHUPLúOHUGLUg]HU ve ark., 2006: 106).

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(Smith, 2001: 293).

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(Erdem, 2003: 157).

12

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anlayabilirler.

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LoLQµµNDUúÕOÕNOÕJYHQ¶¶ROJXVXWHPHOLROXúWXUXU<ÕOPD], 2005: 568).

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*YHQLQ1HGHQOHUL øOJLOL$UDúWÕUPDODU

*HoPLú(WNLOHúLPOHU Boyle ve Bonacich, 1970

Yetenek Cook ve Wall, 1980; Good, 1988; Jones ve ark., 1975; Butler, 1991; Hovland ve ark., 1993

$oÕNOÕN*HoPLú6RQXoODU Gabarro, 1978

$oÕNOÕN3D\ODúÕODQ

'H÷HUOHU2WRQRPL +DUWYHGL÷HUOHUL0FFDXOHKYH.XKQHUW

øQDQÕUOÕOÕN Johnson, George ve Swap, 1982 Yeterlilik,

<DUGÕPVHYHUOLN

'UVWONø\L1L\HW

Larzelere ve Houston, 1980; Lieberman, 1981; Mishra, 1996;

Ring ve Van De Ven, 1992

øOHWLúLP Mccauley ve Kuhnert, 1992; Fairholm, 1994, Marlowe, 1992, Mishra ve Morrisey, 1990; Butler, 1991

*oOendirme Peters, 1994; Sonnenburg, 1994 gUJWVHO.oOPH Mishra ve Mishra, 1994

gUJW.OWU Doney ve Cannon, 1998

$GDOHW$OJÕODUÕ Mayer ve ark., 1995; Konovsky ve Pugh; 1994, Greenberg, 1996; Pillai ve ark., 1999, Tyler ve Degoey, 1996; Ruderman, 1987; Korsgaard ve ark., 1995

'|QúWUF/LGHUOLN Pillai ve ark., 1999; Kauzers ve Posner, 1987

Kaynak: '(0ø5&$1YH&(</$1gUJWVHO*YHQ.DYUDPÕ1HGHQOHULYH6RQXoODUÕ<|QHWLP

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13

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14

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(1999), Dirks (1999), Gomez ve Rosen (2001), Hart (1988), McAllister (1995), McKnight ve ark., (1998) ve Whitener ve ark., (1999) \DSPÕúODUGÕUhONHPL]GHLVHøúEDúÕ

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(Omarov, 2009: 16).

16

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17

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19

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20

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Kaynak: WARNE ve HOLLAND (1999), Exploring Trust in flexible working using a new model, BT Technol Journal, Sa\Õ1RDNWDUDQ(UGHQ

21

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sorusunu irdelemek gerekmektedir.

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1998: 445).

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LoLQLVHoRNQHGHQYDUGÕU7DUDIODUELUELUOHULQHNDUúÕKHSWHUHGGWLoLQGHGLUOHU'|UGQF

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(Lewicki ve ark., 1998: 448).

22 ùHNLO*YHQ± *YHQVL]OLN(QWHJUDV\RQX

Kaynak: LEWICKI, McALLISTER ve BIES (1998), Trust and Distrust: New Relationships and Realities, Academy of Management Review6D\ÕV

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23

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1999; Diffie-Couch, 1984; Sonnenburg, 1994 8]XQ9DGHOL.DUDUOÕOÕN Cook ve Wall, 1980

Moral Sonnenburg, 1994; Fairholm, 1994; Mishra ve

Morrissey, 1990; Diffie-Couch, 1984; Bair ve Stamand, 1995

Verimlilik Sonnenburg, 1994

øúJFGHYUL Sonnenburg, 1994; Fairholm, 1994; Bair ve Stamand, 1995 Yenilik Sonnenburg, 1994; Fairholm, 1994; Bair ve Stamand, 1995 'H÷LúLPH'LUHQo Kotler ve Schlessinger, 1979

3UREOHPo|]PHNDUDU

verme

Barnes, 1991; Hurst, 1984; Boss, 1981; Zand, 1972

øú7DWPLQL Blake ve Mouton, 1984; Cook ve Wall, 1980; Morgan ve Hunt, 1994

7RSODP.DOLWH<|QHWLPL

UyguODPDODUÕ %DONYHGL÷HUOHUL&XOEHUWYH0FGRQRXJK

Higgins ve Jonhson, 1991; Nyhan ve Marlowe, 1997 Stres Sonnenburg, 1994; Bair ve Stamand, 1995

Performans $OJÕODUÕ )XONYHGL÷HUOHUL

gUJWVHO9DWDQGDúOÕN 3LOODLYHGL÷HUOHUL.RQRYVky ve Pugh, 1994;

Marlowe ve Nyhan, 1992

Kaynak: '(0ø5&$1YH&(</$1gUJWVHO*YHQ.DYUDPÕ1HGHQOHULYH6RQXoODUÕ<|QHWLP

ve Ekonomi Dergisi&LOW6D\ÕV-146.

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|UJWVHOYDWDQGDúOÕNJLELROJXODUÕQGD\HUOHúPHVLQLVD÷ODU<FHO-88).