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Journals / Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi / 2011 / Cilt: 0 - Sayı: 37

The relationship among emotional labor, emotional exhaustion and task/contextual performance: A study with service industry workers at Yalova

Duygusal emek, duygusal tükenme ve görev/bağlamsal performans ilişkisi: Yalova'da hizmet sektörü çalışanları ile bir araştırma

Onur ÜNLÜ
Senay YÜRÜR
Pages
183–207
Publication Date
2022-10-18
DOI
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AI Summary & Key Takeaways

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

According to results, as sub-dimensions of emotional labor, deep acting increases displaying intentions of task and contextual performance.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:While task performance points the performance, displaying according to their job descriptions; contextual performance, although there is no obligation, is defined as a performance dimension which contributes corporate integrity.
📊
Key Findings & Data:This research conducted on 214 service providers at Yalova.
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Conclusion & Impact:According to results, as sub-dimensions of emotional labor, deep acting increases displaying intentions of task and contextual performance.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

While task performance points the performance, displaying according to their job descriptions; contextual performance, although there is no obligation, is defined as a performance dimension which contributes corporate integrity. On the other hand, emotional labor which constitutes service industry workers job descriptions, and emotional exhaustion which this sector workers usually face with, are other variables. This research conducted on 214 service providers at Yalova. The aim of the research is put forward the display types of emotional labor behaviors and emotional exhaustion levels effects on task and contextual performance perceptions. According to results, as sub-dimensions of emotional labor, deep acting increases displaying intentions of task and contextual performance.

Özet

Görev performansı, çalışanların görev tanımları doğrultusunda sergiledikleri performansa işaret ederken; bağlamsal performans ise çalışanların yükümlülükleri dışında sergiledikleri ve kurumsal bütünlüğe katkı sağlayan performans boyutu olarak tanımlanmaktadır. Diğer taraftan hizmet sektörü çalışanlarının görev tanımlarını inşa eden en önemli unsurlardan bir tanesi olarak duygusal emek davranışları ile; yine bu sektör çalışanlarının sıkça yüzleştikleri duygusal tükenme sendromu, çalışmanın diğer değişkenleridir. Bu doğrultuda, Yalova ilindeki 214 hizmet sektörü çalışanı üzerinde bir araştırma gerçekleştirilmiştir. Araştırmanın amacı; duygusal emek davranışları sergileme tiplerinin ve duygusal tükenmişlik düzeylerinin, görev ve bağlamsal performans algıları üzerindeki etkilerini ortaya koymaktır. Araştırma sonucunda; duygusal emek alt boyutlarından derinlemesine davranışın, görev ve bağlamsal performans sergileme niyetlerini arttırdığı ortaya konulmuştur. Araştırmanın sadece turizm ve sağlık gibi hizmet sektörlerinde gerçekleştirilmiş olması, kapsayıcılık anlamında bir kısıt olarak değerlendirilirken; gelecek çalışmaların özellikle duygusal emeğin gerçekleşen performans değerleri üzerindeki etkisi üzerine odaklanması önerilmektedir.

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Cite This Article

ÜNLÜ, O., YÜRÜR, S. (2022). The relationship among emotional labor, emotional exhaustion and task/contextual performance: A study with service industry workers at Yalova. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt: 0 - Sayı: 37, 183–207. https://ajindex.com/articles/503562

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References (2)

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