Siyaset Ekonomi ve Yönetim Araştırmaları Dergisi

Yazarlar: Ali İhsan Burak DUR, Ali Kemal NURDOĞAN, Mustafa ÖZTÜRK

Konular:-

Anahtar Kelimeler:Emotional Labor,Surface Acting,Emotional Dissonance

Özet: In service industry, emotion of employees consider to create positive feelings on customers. It is natural that employees can have emotional effort as well as physical and cognitive effort. When a right theoretical structure has not been created about emotional labor, it is transformed into a risky concept for employees. The expected emotional efforts from the employees by the organization, can lead to negative consequences on the employee's psychology and performance. Emotional labour which is an emotion regulation process, has negative and positive effects on workers and organizations, depending on the retionship between the displayed feelings and genuine feelings.

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