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

Yıl 2021, Cilt: 28 Sayı: 2, 355 - 375, 28.06.2021

Ozan Büyükyılmaz Hande Gizem Özer

Öz

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

Anahtar Kelimeler

Perceived Organizational Support Organizational Identification Emotional Labor Surface Acting Deep Acting Genuine Acting

Kaynakça

  • 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
  • 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
  • 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
  • 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.
  • 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.
  • 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.
  • Begenirbaş, M., & Yalçın, R. C. (2012). Öğretmenlerin Kişilik Özelliklerinin Duygusal Emek Gösterimlerine Etkileri. Çağ Üniversitesi Sosyal Bilimler Dergisi, 9(1), 47-65.
  • Blau, P. M. (1964). Exchange and Power in Social Life. New Brunswick: Transaction Publishers.
  • 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
  • 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.
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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.
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Harlow: Pearson New International Edition.
  • 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
  • Hochschild, A. R. (2003). The Managed Heart: Commercialization of Human Feeling with a New Afterword (2 ed.). California: University of California Press.
  • 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
  • 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
  • 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
  • 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
  • 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.
  • Kumar Mishra, S. (2014). Linking Perceived Organizational Support to Emotional Labor. Personnel Review, 43(6), 845-860. doi:10.1108/PR-09-2012-0160
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  • 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
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Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü

Yıl 2021, Cilt: 28 Sayı: 2, 355 - 375, 28.06.2021

Ozan Büyükyılmaz Hande Gizem Özer

Öz

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

Anahtar Kelimeler

Algılanan Örgütsel Destek Örgütsel Özdeşleşme Duygusal Emek Yüzeysel Rol Yapma Derinden Rol Yapma Doğal Duygular

Kaynakça

  • 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
  • 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
  • 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
  • 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.
  • 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.
  • 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.
  • Begenirbaş, M., & Yalçın, R. C. (2012). Öğretmenlerin Kişilik Özelliklerinin Duygusal Emek Gösterimlerine Etkileri. Çağ Üniversitesi Sosyal Bilimler Dergisi, 9(1), 47-65.
  • Blau, P. M. (1964). Exchange and Power in Social Life. New Brunswick: Transaction Publishers.
  • 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
  • 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.
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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.
  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (7th ed.). Harlow: Pearson New International Edition.
  • 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
  • Hochschild, A. R. (2003). The Managed Heart: Commercialization of Human Feeling with a New Afterword (2 ed.). California: University of California Press.
  • 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
  • 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
  • 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
  • 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
  • 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.
  • Kumar Mishra, S. (2014). Linking Perceived Organizational Support to Emotional Labor. Personnel Review, 43(6), 845-860. doi:10.1108/PR-09-2012-0160
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (3rd ed.). New York: McGraw-Hill Inc.
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  • 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.
  • 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
  • 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
  • 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
  • Riketta, M. (2005). Organizational Identification: A Meta-Analysis. Journal of Vocational Behavior, 66(2), 358-384. doi:10.1016/j.jvb.2004.05.005
  • 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<163::aid-job37>3.0.co;2-l
  • Sekaran, U., & Bougie, R. (2016). Research Methods for Business A Skill-Building Approach (7th Ed.). Chichester: Wiley.
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  • 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
  • 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.
  • 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
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  • 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.
  • TUİK. (2020). Özet İşgücü İstatistikleri: İstihdam Edilenlerin İşteki Durumu. http://www.tuik.gov.tr/PreTablo.do?alt_id=1007 (Erişim Tarihi: 17.01.2020)
  • 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.
  • 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
  • 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
  • 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.
  • 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
Toplam 61 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Ozan Büyükyılmaz 0000-0001-5499-1485

Hande Gizem Özer Bu kişi benim 0000-0003-4124-6253

Yayımlanma Tarihi 28 Haziran 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 28 Sayı: 2

Kaynak Göster

APA Büyükyılmaz, O., & Özer, H. G. (2021). Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü. Yönetim Ve Ekonomi Dergisi, 28(2), 355-375. https://doi.org/10.18657/yonveek.687439
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