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Is Tatmini, Duygusal Emek ve Tükenmislik Iliskilerinin Belirlenmesi

Author

Listed:
  • Cengiz Mengenci

    (Orhangazi Üniversitesi, Iktisadi ve Idari Bilimler Fakültesi, Uluslararasi Ticaret Bölümü)

Abstract

Bu çalýþma kapsamýnda hizmet sektöründe çalýþanlarýn zaman zaman karþýlaþtýklarý tükenmiþlik sendromunun duygusal emekleri üzerindeki etkilerinin ve iþ tatmini kavramýnýn bu iki kavram arasýnda oynadýðý rolün duygu regülasyon teorisi, kazanýmlarýn korunumu teorisi ve duygusal olaylar teorisi temel alýnarak belirlenmesi amaçlanmýþtýr. Çalýþmadan elde edilen bilgiler iþ tatmini yüksek olan çalýþanlarýn daha çok derin davranýþ ve doðal davranýþlarla müþteri hizmetini gerçekleþtirdiði buna karþýn daha az yüzeysel davranýþ tercih ettikleri sonucuna varýlmýþtýr. Bunun yanýnda duygusal tükenme sendromu yaþayan çalýþanýn müþteriye hizmet verirken daha çok yüzeysel davranýþ sergilemesi söz konusudur. Son olarak çalýþmadan elde edilen sonuçlara göre; iþ tatmininin yüzeysel davranýþ ile duygusal tükenme arasýnda yarý (partial mediating effect) aracý etkisinin olduðu, derin ve doðal davranýþlar ile duygusal tükenme arasýnda ise tam (full mediating effect) aracý etkisinin olduðunu belirlenmiþtir. Bu sonuç- lar yüksek iþ tatminine sahip çalýþanlarýn duygusal tükenme sendromu yaþadýklarýnda, bu sendromun olumsuz etkisinin örgüt amaçlarý için kullandýklarý duygusal sermayelerine yansýtmayacaklarý anlamýna gelebilecektir.

Suggested Citation

  • Cengiz Mengenci, 2015. "Is Tatmini, Duygusal Emek ve Tükenmislik Iliskilerinin Belirlenmesi," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 15(1), pages 127-139.
    • Handle: RePEc:ege:journl:v:15:y:2015:i:1:p:127-139
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    More about this item

    Keywords

    is tatmini; duygusal tükenme; duygusal emek.;
    All these keywords.

    JEL classification:

    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy

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