THE EFFECT OF EMOTIONAL LABOR BEHAVIOR ON BURNOUT: A RESEARCH ON EMPLOYEES OF SERVICE SECTOR

Abstract

Author(s): Ay?e DEM?RHAN, Serdar BOZKURT, K羹bra YAZICI

Today, with the increasing value of human factor, the service sector has gained importance. It has come to be expected that will also be the emotional endeavors as well as the physical and intellectual efforts of the workers in this sector. The constant display of such efforts by employees in organizations may lead to the feeling of burnout in individuals. The main purpose of working in this context is to examine the effects of emotional labor behavior on the burnout of the service sector workers. In this direction, research has been carried out on service workers a group of bank employee, sales consultant and doctor / nurse in Istanbul. Survey method was used in the research and reached to 175 participants. As a result of the research; the emotional labor behaviors of the employees were determined to have an effect on their burnout. Also there was a significant relationship between burnout and role playing dimension also deep act dimension of emotional labor behavior. However, this has not been seen in suppression dimension of emotional labor and burnout.

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