Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification)
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 t...
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Celal Bayar University
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doaj-026b92d928054fde8557864381a872b62021-06-28T23:58:53ZdeuCelal Bayar UniversityYönetim ve Ekonomi1302-00641302-00642021-06-0128235537510.18657/yonveek.687439Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification)Ozan BÜYÜKYILMAZHande Gizem ÖZERWith 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.perceived organizational supportorganizational identificationemotional laborsurface actingdeep actinggenuine acting |
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deu |
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Ozan BÜYÜKYILMAZ Hande Gizem ÖZER |
spellingShingle |
Ozan BÜYÜKYILMAZ Hande Gizem ÖZER Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) Yönetim ve Ekonomi perceived organizational support organizational identification emotional labor surface acting deep acting genuine acting |
author_facet |
Ozan BÜYÜKYILMAZ Hande Gizem ÖZER |
author_sort |
Ozan BÜYÜKYILMAZ |
title |
Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) |
title_short |
Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) |
title_full |
Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) |
title_fullStr |
Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) |
title_full_unstemmed |
Restoran Çalışanlarının Duygusal Emek Davranışı Üzerinde Örgütsel Desteğin Etkisi ve Örgütle Özdeşleşmenin Aracılık Rolü(The Effect of Perceived Organizational Support on the Emotional Labor of Restaurant Employees and Mediating Role of Organizational Identification) |
title_sort |
restoran çalışanlarının duygusal emek davranışı üzerinde örgütsel desteğin etkisi ve örgütle özdeşleşmenin aracılık rolü(the effect of perceived organizational support on the emotional labor of restaurant employees and mediating role of organizational identification) |
publisher |
Celal Bayar University |
series |
Yönetim ve Ekonomi |
issn |
1302-0064 1302-0064 |
publishDate |
2021-06-01 |
description |
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. |
topic |
perceived organizational support organizational identification emotional labor surface acting deep acting genuine acting |
work_keys_str_mv |
AT ozanbuyukyilmaz restorancalısanlarınınduygusalemekdavranısıuzerindeorgutseldesteginetkisiveorgutleozdeslesmeninaracılıkrolutheeffectofperceivedorganizationalsupportontheemotionallaborofrestaurantemployeesandmediatingroleoforganizationalidentification AT handegizemozer restorancalısanlarınınduygusalemekdavranısıuzerindeorgutseldesteginetkisiveorgutleozdeslesmeninaracılıkrolutheeffectofperceivedorganizationalsupportontheemotionallaborofrestaurantemployeesandmediatingroleoforganizationalidentification |
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1721355719420149760 |