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HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ

Year 2022, Volume: 40 Issue: 3, 605 - 632, 30.09.2022

Çağrı İzci

https://doi.org/10.17065/huniibf.989626

Abstract

Araştırmanın amacı hizmet oryantasyonluluğu üzerinde duygusal zeka, duygusal emek ve transaksiyonel analiz ego durumlarının etkilerinin belirlenmesidir. Bu doğrultuda, Muğla ilinde faaliyet gösteren 4 ve 5 yıldızlı otellerdeki 960 çalışana anket uygulanmıştır. Araştırma sonuçlarına göre; hizmet oryantasyonluluk üzerinde duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımı ile duygusal emek boyutlarından derin ve samimi davranışın pozitif, yüzeysel davranışın ise negatif etkisinin olduğu saptanmıştır. Bunun yanında, hizmet oryantasyonluluk üzerinde eleştirel ebeveyn ve isyankar çocuk ego durumunun negatif, destekleyici ebeveyn ego durumunun ise pozitif ve anlamlı etkileri bulunmuştur. Yetişkin, doğal çocuk ve itaatkar çocuk ego durumunun ise hizmet oryantasyonluluk üzerinde anlamlı bir etkisi ortaya çıkmamıştır

Keywords

Ego durumları Hizmet oryantasyonluluk Duygusal zeka Duygusal emek

References

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INVESTIGATION OF THE EFFECTS OF EMOTIONAL INTELLIGENCE, EMOTIONAL LABOR AND EGO STATES ON SERVİCE ORIENTATION: THE CASE OF HOSPITALITY BUSINESS

Year 2022, Volume: 40 Issue: 3, 605 - 632, 30.09.2022

Çağrı İzci

https://doi.org/10.17065/huniibf.989626

Abstract

The aim of the study is to examine whether emotional intelligence, emotional labor and transactional analysis ego states have an effect on service orientation. Accordingly, a questionnaire was applied to 960 employees in 4 and 5 star hotels operating in Muğla. According to the results of the research, it has been determined that while others’ emotion appraisal and use of emotion dimension of emotional intelligence, deep acting and genuine acting dimension of emotional labor have positive effect on service orientation; surface acting dimension has a negative effect on service orientation. However, negative effects of critical parent and rebellious child ego states, positive and significant effect of nurturing parent ego states on service orientation were detected. Adult, free child and compliant child ego states did not have a significant effect on service orientation.

Keywords

Ego States Service Orientation Emotional Intelligence Emotional Labor

References

  • Adams, J. R. (2009). Using Winnie the Pooh characters to illustrate the transactional analysis ego states. Journal of Creativity in Mental Health, 4(3), 237-248.
  • Anderson, L. B. (2014). "There goes another little chip of your heart": Exploring the intersections of communication, emotional labor, and age. Doktora Tezi, Purdue University. Ariza-Montes, A., Arjona-Fuentes, J. M., Han, H. and Law, R. (2017). Employee responsibility and basic human values in the hospitality sector. International Journal of Hospitality Management, 62, 78-87.
  • Bangun, Y. R. and Iswari, K. R. (2015). Searching for emotional intelligence measurement in Indonesia context with innovative approach. Procedia-Social and Behavioral Sciences, 169, 337-345.
  • Basım, H. N. ve 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.
  • Başoda, A. (2012). Kişilik özelliği olarak hizmet verme yatkınlığının iş tatmini ve işten ayrılma niyeti üzerindeki etkisi: Konaklama işletmelerinde bir uygulama. Yayınlanmamış Yüksek Lisans Tezi. Nevşehir: Nevşehir Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Baydoun, R., Rose, D. and Emperado, T. (2001). Measuring customer service orientation: An examination of the validity of the customer service profile. Journal of Business and Psychology, 15(4), 605-620.
  • Berne, E. (1961). Transactional analysis in psychotherapy: A systematic individual and social psychiatry. New York: Grove Press.
  • Berne, E. (1964). Games people play. New York: Grove Press.
  • Berne, E. (1966). Principles of group treatment. New York: Oxford University Press.
  • Booth, L. A. And Manning, D. J. (2006). Observations of radiographer communication: an exploratory study using transactional analysis. Radiography, 12(4), 276-282.
  • Bozionelos, N. and Singh, S. K. (2017). The relationship of emotional intelligence with task and contextual performance: More than it meets the linear eye. Personality and Individual Differences, 116, 206-211.
  • Burch, G. F., Humphrey, R. H. and Batchelor, J. H. (2013). How great leaders use emotional labor: Insights from seven corporate executives. Organizational Dynamics, 2(42), 119-125.
  • Childs-Gowell, E. (1977). A study of schizophrenics in transactional analysis treatment report of ethnographic research. International Journal of Nursing Studies, 14(4), 215-221.
  • Choi, H. M., Mohammad, A. A. and Kim, W. G. (2019). Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout. International Journal of Hospitality Management, 82, 199-208.
  • Chu, K. H., Baker, M. A. and Murrmann, S. K. (2012). When we are onstage, we smile: The effects of emotional labor on employee work outcomes. International Journal of Hospitality Management, 31(3), 906-915.
  • Chu, K. H. L. and Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181-1191.
  • Ciucur, D. (2013). The ego states and the “big five” personality factors. Procedia-Social and Behavioral Sciences, 78, 581-585.
  • Diefendorff, J. M., Croyle, M. H. and Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339-357.
  • Donavan, D. T., Brown, T. J. and Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
  • Dragoi, M., Popa, B. and Blujdea, V. (2011). Improving communication among stakeholders through ex-post transactional analysis—case study on Romanian forestry. Forest Policy and Economics, 13(1), 16-23.
  • Dzik, R. S. (1976). Transactional analysis in crisis intervention. Journal of Obstetric, Gynecologic & Neonatal Nursing, 5(1), 31-36.
  • Gerber, H. and Hall, N. (2017). Quantitative research design. Data acquisition-1 day. Pretoria: HR Statistics
  • Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. New York: Bantam Books.
  • Grissemann, U., Plank, A. and Brunner-Sperdin, A. (2013). Enhancing business performance of hotels: The role of innovation and customer orientation. International Journal of Hospitality Management, 33, 347-356.
  • Hadzi-Pesic, M., Mitrovic, M., Car, K. B. and Stojanovic, D. (2014). Personality of alcohol addict according to the theory of transactional analysis. Procedia-Social and Behavioral Sciences, 127, 230-234.
  • Hair, J. F., Black, W. C., Babin, B. J. and Anderson. R. E. (2014). Multivariate data analysis. New International Edition. New Jersey: Pearson Prentice Hall.
  • Hochschild, A. R. (1983). The managed heart. Los Angeles, CA: University of California Press.
  • Hogan, J., Hogan, R. and Busch, C. M. (1984). How to measure service orientation. Journal of Applied Psychology, 69(1), 167-173.
  • Ikemi, Y. and Sugita, M. (1975). The oriental version of transactional analysis. Psychosomatics, 16(4), 164-170.
  • Ilgın, B. (2010). Örgütsel vatandaşlık davranışlarının oluşumunda ve sosyal kaytarma ile ilişkisinde, duygusal zekâ ve lider üye etkileşiminin rolü. Yayımlanmamış Doktora Tezi. Ankara: Hacettepe Üniversitesi, Sosyal Bilimler Enstitüsü.
  • Jung, H. S. and Yoon, H. H. (2012). The effects of emotional intelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel. International Journal of Hospitality Management, 31(2), 369-378.
  • Keillor, B. D., Parker, R. S. and Pettijohn, C. E. (1999). Sales force performance satisfaction and aspects of relational selling: Implications for sales managers. Journal of Marketing Theory and Practice, 7(1), 101-115.
  • Kenward, L. (2013). Teaching communication via awareness of Berne's personal ego states. Nurse Education Today, 33(10), 1096-1098.
  • Kernbach, S. and Schutte, N. S. (2005). The impact of service provider emotional intelligence on customer satisfaction. Journal of Services Marketing, 19(7), 438-444.
  • Keskin, H., Akgün, A. E., Ayar, H. ve Kayman, Ş. S. (2016). Cyberbullying victimization, counterproductive work behaviours and emotional intelligence at workplace. Procedia-Social and Behavioral Sciences, 235, 281-287.
  • Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637.
  • Kim, N. Y. and Park, J. W. (2016). A study on the impact of airline service delays on emotional reactions and customer behavior. Journal of Air Transport Management, 57, 19-25.
  • Kim, W. G., Leong, J. K. and Lee, Y. K. (2005). Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant. International Journal of Hospitality Management, 24(2), 171-193.
  • Kline, R.B. (2011). Principles and practice of structural equation modeling (3rd ed.). New York: The Guilford Press
  • Koç, E. ve Boz, H. (2014). Psychoneurobiochemistry of tourism marketing. Tourism Management, 44, 140-148.
  • Kotler, P., Bowen, J. and Makens, J. (1996). Marketing for hospitality and tourism. Upper Saddle River, New Jersey: Prentice-Hall.
  • Kuijt, J. D. (1978). Transactional analysis ego states: Subdivisions and definitions determined by latent partition analysis. Doktora Tezi. University of British Columbia.
  • Lam, W. and Chen, Z. (2012). When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory. International Journal of Hospitality Management, 31(1), 3-11.
  • Lee, J. J. and Ok, C. M. (2014). Understanding hotel employees’ service sabotage: Emotional labor perspective based on conservation of resources theory. International Journal of Hospitality Management, 36, 176-187.
  • Lee, J. J., Ok C. M. and Hwang, J. (2016). An emotional labor perspective on the relationship between customer orientation and job satisfaction. International Journal of Hospitality Management, 54, 139-150.
  • Lee, Y. K., Park, D. H. and Yoo, D. K. (1999). The structural relationships between service orientation, mediators, and business performance in Korean hotel firms. Asia Pacific Journal of Tourism Research, 4(1), 59-70.
  • Li, Y., Wang, X., Zhu, X. R., Zhu, Y. X., & Sun, J. (2019). Effectiveness of problem-based learning on the professional communication competencies of nursing students and nurses: A systematic review. Nurse Education in Practice, 37, 45-55.
  • Luo, A., Guchait, P., Lee, L. and Madera, J. M. (2019). Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture. International Journal of Hospitality Management, 77, 31-39.
  • Lynn, M. L., Lytle, R. S. and Bobek, S. (2000). Service orientation in transitional markets: does it matter? European Journal of Marketing, 34(3/4), 279-298.
  • Marques, G. S., Correia, A. and Costa, C. M. (2018). The influence of customer orientation on emotional labour and work outcomes: A study in the tourism industry. European Journal of Tourism Research, 20, 59-77.
  • Masrek, M. N., Osman, M. A. F., Ibrahim, Z. and Mansor, A. N. (2015). Malaysian computer professional: assessment of emotional intelligence and organizational commitment. Procedia-Social and Behavioral Sciences, 172, 238-245.
  • Mayer, J. D. and Salovey, P. (1997). What is emotional intelligence? In P. Salovey and D. Sluyter (Eds.), Emotional development and emotional intelligence: Educational implication içinde (s. 3–31). New York, NY: Basic Books.
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There are 79 citations in total.

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Primary Language Turkish
Journal Section Articles
Authors

Çağrı İzci 0000-0002-1271-9413

Publication Date September 30, 2022
Submission Date September 1, 2021
Published in Issue Year 2022 Volume: 40 Issue: 3

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APA İzci, Ç. (2022). HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 40(3), 605-632. https://doi.org/10.17065/huniibf.989626
AMA İzci Ç. HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. September 2022;40(3):605-632. doi:10.17065/huniibf.989626
Chicago İzci, Çağrı. “HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi 40, no. 3 (September 2022): 605-32. https://doi.org/10.17065/huniibf.989626.
EndNote İzci Ç (September 1, 2022) HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 40 3 605–632.
IEEE Ç. İzci, “HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ”, Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, vol. 40, no. 3, pp. 605–632, 2022, doi: 10.17065/huniibf.989626.
ISNAD İzci, Çağrı. “HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ”. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 40/3 (September 2022), 605-632. https://doi.org/10.17065/huniibf.989626.
JAMA İzci Ç. HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2022;40:605–632.
MLA İzci, Çağrı. “HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ”. Hacettepe Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, vol. 40, no. 3, 2022, pp. 605-32, doi:10.17065/huniibf.989626.
Vancouver İzci Ç. HİZMET ORYANTASYONLULUK ÜZERİNDE DUYGUSAL ZEKA, DUYGUSAL EMEK VE EGO DURUMLARI ETKİLERİNİN İNCELENMESİ: KONAKLAMA İŞLETMELERİ ÖRNEĞİ. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2022;40(3):605-32.
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