SavedAdd your journal

Journals / Yönetim ve Ekonomi Dergisi / 2026 / Cilt: 28 Sayı: 2

The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification

Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü

Ozan Büyükyılmaz(KARABÜK ÜNİVERSİTESİ, İŞLETME FAKÜLTESİ)0000-0001-5499-1485
Hande Gizem Özer(KARABÜK ÜNİVERSİTESİ, SOSYAL BİLİMLER ENSTİTÜSÜ)0000-0003-4124-6253
Pages
355–375
Publication Date
2021-06-28
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

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

Key Words: Perceived Organizational Support, Organizational Identification, Emotional Labor, Surface Acting, Deep Acting, Genuine Acting JEL Classification: D23, L20, M10

📌 3 Key Takeaways

🎯
Objective & Hypothesis:With the increasing importance of customer service in sustaining competitive advantage, one of the challenges for the organizations is how to motivate their employees to perform the desired emotional labor behaviors during their interaction with customers.
📊
Key Findings & Data:Data was collected from 259 restaurant staff working in Grand National Assembly of Turkey through a questionnaire prepared with quantitative research design.
💡
Conclusion & Impact:Key Words: Perceived Organizational Support, Organizational Identification, Emotional Labor, Surface Acting, Deep Acting, Genuine Acting JEL Classification: D23, L20, M10
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Algılanan Örgütsel Destek · Örgütsel Özdeşleşme · Duygusal Emek

Abstract

With the increasing importance of customer service in sustaining competitive advantage, one of the challenges for the organizations is how to motivate their employees to perform the desired emotional labor behaviors during their interaction with customers. The purpose of this study is to determine the mediating role of organizational identification in the relationship between perceived organizational support and emotional labor from a social exchange and social identity perspective. Data was collected from 259 restaurant staff working in Grand National Assembly of Turkey through a questionnaire prepared with quantitative research design. Hypothesis are tested with structural equation modeling analysis. According to the research findings, the perceived organizational support has a positive and significant effect on deep acting and genuine acting, while its effect on surface acting is insignificant. However, organizational identification has a full mediating effect in the relationship between perceived organizational support and deep acting as well as perceived organizational support and genuine acting. Key Words: Perceived Organizational Support, Organizational Identification, Emotional Labor, Surface Acting, Deep Acting, Genuine Acting JEL Classification: D23, L20, M10

Özet

Rekabet avantajını sürdürmede müşteri hizmetlerinin artan önemiyle işletmelerin yaşadığı zorluklardan biri, çalışanlarını müşterilerle etkileşimleri sırasında istenen duygusal emek davranışlarını sergilemek için nasıl motive edecekleridir. Bu çalışmanın amacı, sosyal değişim ve sosyal kimlik bakış açısıyla, algılanan örgütsel desteğin duygusal emek üzerindeki etkisinde örgütsel özdeşleşmenin nasıl bir aracılık rolünün bulunduğunun tespit edilmesidir. Nicel araştırma tasarımıyla hazırlanan anket formu aracılığıyla Türkiye Büyük Millet Meclisi’nde çalışmakta olan 259 restoran personelinden veri toplanmıştır. Yapısal eşitlik modelleme analizi ile hipotez testleri gerçekleştirilmiştir. Araştırma bulgularına göre, algılanan örgütsel desteğin derinden rol yapma ve doğal duygular sergileme üzerinde pozitif yönlü ve anlamlı etkisi varken, yüzeysel rol yapma üzerindeki etkisi anlamsızdır. Bununla birlikte örgütsel özdeşleşme, hem algılanan örgütsel destek ile derinden rol yapma, hem de algılanan örgütsel destek ile doğal duygular sergileme arasındaki ilişkide tam aracı rolüne sahiptir. Anahtar Kelimeler: Algılanan Örgütsel Destek, Örgütsel Özdeşleşme, Duygusal Emek, Yüzeysel Rol Yapma, Derinden Rol Yapma, Doğal Duygular JEL Sınıflandırması: D23, L20, M10

🔖

Cite This Article

Büyükyılmaz, O., Özer, H. G. (2021). The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification. Yönetim ve Ekonomi Dergisi, Cilt: 28 Sayı: 2, 355–375. https://doi.org/10.18657/yonveek.687439

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (62)

  1. Akgunduz, Y., & Bardakoglu, O. (2017). The Impacts of Perceived Organizational Prestige and Organization Identification on Turnover Intention: The Mediating Effect of Psychological Empowerment. Current Issues in Tourism, 20(14), 1510-1526. doi:10.1080/13683500.2015.1034094
  2. Ashforth, B. E., Harrison, S. H., & Corley, K. G. (2008). Identification in Organizations: An Examination of Four Fundamental Questions. Journal of Management, 34(3), 325-374. doi:10.1177/0149206308316059
  3. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18(1), 88-115. doi:10.2307/258824
  4. Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
  5. Basım, H. N., & Beğenirbaş, M. (2012). Çalışma Yaşamında Duygusal Emek: Bir Ölçek Uyarlama Çalışması. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 19(1), 77-90.
  6. Begenirbaş, M., & Çalışkan, A. (2014). Duygusal Emeğin İş Performansı ve İşten Ayrılma Niyetine Etkisinde Kişilerarası Çarpıklığın Aracılık Rolü. Business and Economics Research Journal, 5(2), 109-127.
  7. Begenirbaş, M., & Yalçın, R. C. (2012). Öğretmenlerin Kişilik Özelliklerinin Duygusal Emek Gösterimlerine Etkileri. Çağ Üniversitesi Sosyal Bilimler Dergisi, 9(1), 47-65.
  8. Blau, P. M. (1964). Exchange and Power in Social Life. New Brunswick: Transaction Publishers.
  9. Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”. Journal of Vocational Behavior, 60(1), 17-39. doi:10.1006/jvbe.2001.1815
  10. Büyükyılmaz, O., & Çakmak, A. F. (2014). İlişkisel ve İşlemsel Psikolojik Sözleşmede Algılanan İhlalin İşten Ayrılma Niyeti ve Algılanan Örgütsel Destek Üzerindeki Etkisi. Ege Akademik Bakış, 14(4), 583-596.
  11. 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(8), 1151-1163. doi:10.1002/job.617
  12. Çoban, M., & Aytemiz Seymen, O. (2019). Hizmet Verme Yatkınlığının Duygusal Emek Üzerindeki Etkisinde Duygusal Zekânın Rolü: Kuşadası’nda Beş Yıldızlı Otel Çalışanları Örneği. Anatolia: Turizm Araştırmaları Dergisi, 30(1), 7-18. doi:10.17123/atad.580576
  13. Dashper, K. (2020). More-Than-Human Emotions: Multispecies Emotional Labour in the Tourism Industry. Gender Work and Organization, 27(1), 24-40. doi:10.1111/gwao.12344
  14. Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies. Journal of Vocational Behavior, 66(2), 339-357. doi:10.1016/j.jvb.2004.02.001
  15. Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of Perceived Organizational Support. Journal of Applied Psychology, 86(1), 42-51. doi:10.1037/0021-9010.86.1.42
  16. Eisenberger, R., Cummings, J., Armeli, S., & Lynch, P. (1997). Perceived Organizational Support, Discretionary Treatment, and Job Satisfaction. Journal of Applied Psychology, 82(5), 812-820. doi:10.1037/0021-9010.82.5.812
  17. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived Organizational Support. Journal of Applied Psychology, 71(3), 500-507. doi:10.1037/0021-9010.71.3.500
  18. Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50. doi:10.2307/3151312
  19. Glomb, T. M., & Tews, M. J. (2004). Emotional Labor: A Conceptualization and Scale Development. Journal of Vocational Behavior, 64(1), 1-23. doi:10.1016/S0001-8791(03)00038-1
  20. 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. doi:10.2307/30040678
  21. Güler, H. N., & Marşap, A. (2019). Duygusal Zeka ve Duygusal Emek Etkileşimi Üzerine Bir Literatür İncelemesi. İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 18(35), 63-81.
  22. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Harlow: Pearson New International Edition.
  23. Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships. Journal of Marketing, 70(3), 58-73. doi:10.1509/jmkg.70.3.58
  24. Hochschild, A. R. (2003). The Managed Heart: Commercialization of Human Feeling with a New Afterword (2 ed.). California: University of California Press.
  25. Hulsheger, U. R., & Schewe, A. F. (2011). On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Research. Journal of Occupational Health Psychology, 16(3), 361-389. doi:10.1037/a0022876
  26. Humphrey, R. H., Ashforth, B. E., & Diefendorff, J. M. (2015). The Bright Side of Emotional Labor. Journal of Organizational Behavior, 36(6), 749-769. doi:10.1002/job.2019
  27. Kerse, G., & Karabey, C. N. (2019). Örgütsel Sinizm ve Özdeşleşme Bağlamında Algılanan Örgütsel Desteğin İşe Bağlanma ve Politik Davranış Algısına Etkisi. Eskişehir Osmangazi Üniversitesi İİBF Dergisi, 14(1), 83-108. doi:10.17153/oguiibf.439835
  28. Kinman, G., Wray, S., & Strange, C. (2011). Emotional Labour, Burnout and Job Satisfaction in UK Teachers: The Role of Workplace Social Support. Educational Psychology, 31(7), 843-856. doi:10.1080/01443410.2011.608650
  29. Kırmızıgül, B., Evliyaoğlu, M. N., Cevher, M. F., & Yılmaz, T. (2017). Otel İşletmelerinde Çalışanların Duygusal Emek Davranışlarında Örgütsel Özdeşleşmenin Rolü. International Journal of Academic Value Studies, 3(16), 257-267.
  30. Kumar Mishra, S. (2014). Linking Perceived Organizational Support to Emotional Labor. Personnel Review, 43(6), 845-860. doi:10.1108/PR-09-2012-0160
  31. Lee, J., & Ok, C. (2012). Reducing Burnout and Enhancing Job Satisfaction: Critical Role of Hotel Employees’ Emotional Intelligence and Emotional Labor. International Journal of Hospitality Management, 31(4), 1101-1112. doi:10.1016/j.ijhm.2012.01.007
  32. Lee, J., & Peccei, R. (2007). Perceived Organizational Support and Affective Commitment: The Mediating Role of Organization-Based Self-Esteem in the Context of Job Insecurity. Journal of Organizational Behavior, 28(6), 661-685. doi:10.1002/job.431
  33. Loi, R., Chan, K. W., & Lam, L. W. (2014). Leader–Member Exchange, Organizational Identification, and Job Satisfaction: A Social Identity Perspective. Journal of Occupational and Organizational Psychology, 87(1), 42-61. doi:10.1111/joop.12028
  34. MacKinnon, D. P., Lockwood, C. M., Hoffman, J. M., West, S. G., & Sheets, V. (2002). A Comparison of Methods to Test Mediation and Other Intervening Variable Effects. Psychological Methods, 7(1), 83-104. doi:10.1037/1082-989x.7.1.83
  35. Mael, F., & Ashforth, B. E. (1992). Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification. Journal of Organizational Behavior, 13(2), 103-123. doi:10.1002/job.4030130202
  36. Moon, T. W., Hur, W.-M., & Jun, J.-K. (2013). The Role of Perceived Organizational Support on Emotional Labor in the Airline Industry. International Journal of Contemporary Hospitality Management, 25(1), 105-123. doi:10.1108/09596111311290246
  37. Morris, J. A., & Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. The Academy of Management Review, 21(4), 986-1010. doi:10.2307/259161
  38. Narlı, N., & Akdemir, A. (2019). Female Emotional Labour in Turkish Call Centres: Smiling Voices Despite Low Job Satisfaction. Sociological Research Online, 24(3), 278-296. doi:10.1177/1360780418811970
  39. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (3rd ed.). New York: McGraw-Hill Inc.
  40. O'Reilly, C. A., & Chatman, J. (1986). Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior. Journal of Applied Psychology, 71(3), 492-499. doi:10.1037/0021-9010.71.3.492
  41. Oral, L., & Köse, S. (2011). Hekimlerin Duygusal Emek Kullanımı ile İş Doyumu ve Tükenmişlik Düzeyleri Arasındaki İlişkiler Üzerine Bir Araştırma Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16(2), 463-492.
  42. Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS Procedures for Estimating Indirect Effects in Simple Mediation Models. Behavior Research Methods, Instruments, & Computers, 36(4), 717-731. doi:10.3758/BF03206553
  43. Rafaeli, A., & Sutton, R. I. (1987). Expression of Emotion as Part of the Work Role. The Academy of Management Review, 12(1), 23-37. doi:10.2307/257991
  44. Rhoades, L., & Eisenberger, R. (2002). Perceived Organizational Support: A Review of the Literature. Journal of Applied Psychology, 87(4), 698-714. doi:10.1037/0021-9010.87.4.698
  45. Riketta, M. (2005). Organizational Identification: A Meta-Analysis. Journal of Vocational Behavior, 66(2), 358-384. doi:10.1016/j.jvb.2004.05.005
  46. Schaubroeck, J., & Jones, J. R. (2000). Antecedents of Workplace Emotional Labor Dimensions and Moderators of Their Effects on Physical Symptoms. Journal of Organizational Behavior, 21(2), 163-183. doi:10.1002/(sici)1099-1379(200003)21:2 3.0.co;2-l
  47. Sekaran, U., & Bougie, R. (2016). Research Methods for Business A Skill-Building Approach (7th Ed.). Chichester: Wiley.
  48. Settoon, R. P., Bennett, N., & Liden, R. C. (1996). Social Exchange in Organizations: Perceived Organizational Support, Leader-Member Exchange, and Employee Reciprocity. Journal of Applied Psychology, 81(3), 219-227. doi:10.1037/0021-9010.81.3.219
  49. Shen, Y., Jackson, T., Ding, C., Yuan, D., Zhao, L., Dou, Y., & Zhang, Q. (2014). Linking Perceived Organizational Support with Employee Work Outcomes in a Chinese Context: Organizational Identification as a Mediator. European Management Journal, 32(3), 406-412. doi:10.1016/j.emj.2013.08.004
  50. Shore, L. M., & Shore, T. H. (1995). Perceived Organizational Support and Organizational Justice. In R. S. Cropanzano & K. M. Kacmar (Eds.), Organizational Politics, Justice, and Support: Managing the Social Climate of the Workplace (pp. 149-164). Westport, CT:: Quorum Press.
  51. Shore, L. M., & Wayne, S. J. (1993). Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support. Journal of Applied Psychology, 78(5), 774-780. doi:10.1037/0021-9010.78.5.774
  52. Sluss, D. M., Klimchak, M., & Holmes, J. J. (2008). Perceived Organizational Support as a Mediator Between Relational Exchange and Organizational Identification. Journal of Vocational Behavior, 73(3), 457-464. doi:10.1016/j.jvb.2008.09.001
  53. Sobel, M. E. (1982). Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models. Sociological Methodology, 13, 290-312. doi:10.2307/270723
  54. Tajfel, H., & Turner, J. C. (1979). An Integrative Theory of Intergroup Conflict. In W. G. Austin & S. Worchel (Eds.), The Social Psychology of Intergroup Relations. Monterey, CA:: Brooks/Cole Pub. Co.
  55. Tokgöz, E., & Seymen, O. A. (2013). Örgütsel Güven, Örgütsel Özdeşleşme ve Örgütsel Vatandaşlık Davranışı Arasındaki İlişki: Bir Devlet Hastanesinde Araştırma. Öneri Dergisi, 10(39), 61-76.
  56. TUİK. (2020). Özet İşgücü İstatistikleri: İstihdam Edilenlerin İşteki Durumu. http://www.tuik.gov.tr/PreTablo.do?alt_id=1007 (Erişim Tarihi: 17.01.2020)
  57. Turunç, Ö., & Çelik, M. (2010). Çalışanların Algıladıkları Örgütsel Destek ve İş Stresinin Örgütsel Özdeşleşme ve İş Performansına Etkisi. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 17(2), 183-206.
  58. van Knippenberg, D., & Sleebos, E. (2006). Organizational Identification Versus Organizational Commitment: Self-Definition, Social Exchange, and Job Attitudes. Journal of Organizational Behavior, 27(5), 571-584. doi:10.1002/job.359
  59. Wang, H., Hall, N. C., & Taxer, J. L. (2019). Antecedents and Consequences of Teachers' Emotional Labor: A Systematic Review and Meta-Analytic Investigation. Educational Psychology Review, 31(3), 663-698. doi:10.1007/s10648-019-09475-3
  60. Weiss, H. M., & Cropanzano, R. (1996). Affective Events Theory: A Theoretical Discussion of the Structure, Causes and Consequences of Affective Experiences at Work. In B. M. Staw & L. L. Cummings (Eds.), Research in Organizational Behavior (Vol. 18, pp. 1-74). Stamford: Jai Press Inc.
  61. Wen, J., Huang, S., & Hou, P. (2019). Emotional Intelligence, Emotional Labor, Perceived Organizational Support, and Job Satisfaction: A Moderated Mediation Model. International Journal of Hospitality Management, 81, 120-130. doi:10.1016/j.ijhm.2019.01.009
  62. Shore, L. M., & Shore, T. H. (1995). Perceived Organizational Support and Organizational Justice. In R. S. Cropanzano & K. M. Kacmar (Eds.), Organizational Politics, Justice, and Support: Managing the Social Climate of the Workplace (pp. 149-164). Westport, CT:: Quorum Press.