Psikolojik Sermayenin Duygusal Emek Üzerine Etkisi: Hizmet Sektöründe Bir Araştırma
Impact of Psychological Capital on Emotional Labor: A Research on Service Sector

Summary/Abstract: Purpose – The purpose of this study is to determine the impact of psychological capital on emotional labor. This is a study aimed at questioning the question of where the working life is going, discussing the gaps created by the change of the employee on the personality by evaluating the psychological capital's influence on emotional labor. Design/methodology/approach – In the study in which the field research technique was applied, a questionnaire consisting of three parts was used. In the first part, there are questions to determine the demographic characteristics of the employees, while there are scales to determine psychological capital and emotional labor orientation in the second and third part. The universe of the study consists of company's corporate sales team, which has the feature of a firm operating as the platform of electronic trade and advertisement in Turkish service sector. The sample of research was determined by the sampling method of the research. 80 valid surveys have been acquired. Explanatory factor analyzes for the scales and regression analyzes were performed to determine the interaction between the variables after the sub-dimensions of the variables were determined. Findings – According to findings acquired, emotional labor was explained with three dimensions (natural emotions, superficial role, deep role play), while psychological capital was explained with five dimensions (optimism, hope, efficacy, self-efficacy and psychological endurance). It has also been found that the psychological capital has some influence on emotional labor. In particular, employees with high self-efficacy, high hopes and efficiency levels showed high levels of natural emotions, and on the other hand, the optimistic employees had low role-playing behaviors and superficial role-playing behaviors. Discussion – The concept is moving from a psychological capital to a more independent point. Increasing unemployment figures and the anxiety about employability instead of demand of job security compulsorily carry the workers to a point where they make concessions about themselves. It was also remarkably important that the emotional labor is becoming more and more intense. Therefore, in order to be employable, it is necessary to strengthen the aspects of the workforce related with the emotional labor. Concepts such as job satisfaction and productivity should be questioned again in a working life where employees have to control their emotions. From this point of view, it will enrich the literature by discussing the subject in different sectors.

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