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Journals / Alanya Akademik Bakış / 2026 / Cilt: 10 Sayı: 1

Do Employees Reflect the Organization’s Injustice to the Customer? The Moderating Role of Leader-Member Exchange

Çalışanlar Örgütün Adaletsizliğini Müşteriye Yansıtır mı? Lider-Üye Mübadelesinin Düzenleyici Rolü

Selme Uyar(YALOVA UNIVERSITY)0000-0002-7453-7463
Senay Yürür(YALOVA UNIVERSITY)0000-0002-3859-9827
Nihal Yazıcı(GALATASARAY UNIVERSITY)0000-0001-9378-0998
Pages
217–231
Publication Date
2026-01-30
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The findings revealed that employees’ perceptions of organizational justice significantly affect emotional labor behavior, and that this effect is shaped by the quality of their relationships with their supervisors.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:This study investigates whether hotel employees' emotional labor behaviors are influenced by their perceptions of organizational justice.
📊
Key Findings & Data:The research was conducted through face-to-face surveys administered to 400 hotel employees working in establishments that are key components of the service sector and engage in direct communication with customers.
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Conclusion & Impact:The findings revealed that employees’ perceptions of organizational justice significantly affect emotional labor behavior, and that this effect is shaped by the quality of their relationships with their supervisors.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Örgütsel Adalet · Duygusal Emek · Yüzeysel Davranış

Abstract

This study investigates whether hotel employees' emotional labor behaviors are influenced by their perceptions of organizational justice. Specifically, it investigates whether service employees direct the emotional reactions they develop in response to fair or unfair treatment in the workplace toward customers who are unrelated to these situations. In addition, the study explores the role of the quality of employees’ relationships with their supervisors in this process. The research was conducted through face-to-face surveys administered to 400 hotel employees working in establishments that are key components of the service sector and engage in direct communication with customers. The findings revealed that employees’ perceptions of organizational justice significantly affect emotional labor behavior, and that this effect is shaped by the quality of their relationships with their supervisors.

Özet

Bu araştırmada, otel çalışanlarının duygusal emek davranışlarının, örgütsel adalet algılarından etkilenip etkilenmediği incelenmiştir. Başka bir deyişle, çalışma hizmet çalışanlarının işyerlerinde maruz kaldıkları adil ya da adaletsiz muamelelere verdikleri duygusal tepkileri, bu durumla ilgisi olmayan müşterilere yönlendirip yönlendirmediklerini analiz etmektedir. Ayrıca, çalışanların yöneticileriyle olan ilişki kalitesinin bu süreçteki rolü de değerlendirilmiştir. Araştırma, hizmet sektörünün önemli unsurlarından biri olan otel işletmelerinde çalışan ve müşterilerle birebir iletişim kuran 400 otel çalışanına yüz yüze anket uygulanmıştır. Elde edilen sonuçlar, çalışanların örgütsel adalet algılarının duygusal emek davranışı sergileme üzerinde etkili olduğu ve bu ilişkide yöneticileriyle olan ilişkilerinin niteliği tarafından etkilendiğini ortaya koymuştur.

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Cite This Article

Uyar, S., Yürür, S., Yazıcı, N. (2026). Do Employees Reflect the Organization’s Injustice to the Customer? The Moderating Role of Leader-Member Exchange. Alanya Akademik Bakış, Cilt: 10 Sayı: 1, 217–231. https://doi.org/10.29023/alanyaakademik.1695304

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