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EMOTIONAL LABOR IN HEALTHCARE PROFESSIONALS: DOES DISPLAYING TOWARDS DOCTORS OR PATIENTS CHANGE THE RESULT?

Year 2022, Volume: 25 Issue: 4, 797 - 812, 27.12.2022

Abstract

The importance of emotional labor in the service sector is obvious and it can also be exhibited to other actors within the organization (coworkers and supervisors) apart from the service users (e.g., customers, patients, or citizens). Then, does it matter to whom it is exhibited in terms of the process or results of emotional labor? In other words, does displaying emotional labor towards co-workers or customers change anything in this process? Based on these questions the present study is aimed to investigate whether the effect of health professionals’ emotional labor on their job satisfaction differs towards the doctor or patient. In this direction, a face-to-face survey was applied to 114 healthcare professionals working at public and private hospitals. According to the findings of the study, while deep acting towards doctors has affected the health professionals’ job satisfaction levels positively, the emotional labor towards patients has not had any effect on the job satisfaction. These findings have indicated that it is important to whom emotional labor is exhibited, and the results differ when the focus is changed.

References

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SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?

Year 2022, Volume: 25 Issue: 4, 797 - 812, 27.12.2022

Abstract

Hizmet örgütlerinde önemi tartışılmaz olan duygusal emeğin hizmet alıcısına (örneğin müşteri, hasta ya da vatandaş) yönelik olması dışında örgüt içi aktörlere de (iş arkadaşları ya da yöneticiler) sergilendiği bilinmektedir. Peki, acaba kime sergilendiğinin, duygusal emeğin süreç ya da sonuçları açısından bir önemi var mıdır? Yani duygusal emeğin iş arkadaşlarına ya da müşterilere yönelik sergilenmesi bir şeyleri değiştirir mi? Bu sorudan yola çıkarak bu araştırmada sağlık çalışanlarının harcadıkları duygusal emeğin bir sonucu olarak iş tatmini üzerindeki etkisinin, duygusal emeğin doktora veya hastaya karşı sergilenmesi durumlarında farklılaşıp farklılaşmadığının araştırılması amaçlanmıştır. Bu doğrultuda, kamu hastanelerinde ve özel hastanelerde çalışan 114 sağlık çalışanına yüz yüze anket uygulanmıştır. Çalışmanın bulgularına göre; doktora sergilenen derinlemesine davranış sağlık çalışanlarının iş tatminlerini olumlu etkilerken, hastalara sergilenen duygusal emeğin iş tatmini üzerinde herhangi bir etkisinin olmadığı sonucuna varılmıştır. Elde edilen bu bulguyla, duygusal emeğin kime yönelik sergilendiğinin önemli olduğu, odağı değiştiğinde sonuçlarının farklılık gösterdiği sonucuna varılmıştır.

References

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  • Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
  • Ashforth, B. E., & Humphrey, R. H. (1995). Emotion in the workplace: A reappraisal. Human Relations, 48(2), 97-125.
  • Bakker, A., Demerouti, E., & Schaufeli, W. (2003). Dual processes at work in a call centre: An application of the job demands-resources model. European Journal of Work and Organizational Psychology, 12(4), 393-417.
  • Bakker, A. B., & Demerotuti, E. (2007). The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328.
  • Bakotic, D., & Babic, T. (2013). Relationship between working conditions and job satisfaction: The case of Croatian shipbuilding company. International Journal of Business and Social Science, 4(2), 206-213.
  • Bartel, A. P. (1981). Race differences in job satisfaction: A reappraisal. Journal of Human Resources, 16(2), 294-303.
  • Basım, N., & Şeşen, H. (2009). Örgütsel adalet algısı-örgütsel vatandaşlık davranışı ı̇lişkisinde ı̇ş tatmininin aracılık rolü. Osman Gazi Üniversitesi, 17. Yönetim ve Organizasyon Kongresi Bildiriler Kitabı (s. 806-812). Eskişehir Osmangazi Üniversitesi Yayınları.
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  • Bono, J. E., & Vey, M. A. (2005). Toward understanding emotion management at work: A quantitative review of emotional labor research. In Hartel C., Ashkanasy N. M., Zerbe W. (Eds.), Emotions in organizational behavior (pp. 213-233). Erlbaum.
  • Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of Vocational Behavior, 60(1), 17-39.
  • Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57-67.
  • Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
  • Cheung, F. Y. L., & Tang, C. S. K. (2009). The influence of emotional intelligence and affectivity on emotional labor strategies at work. Journal of Individual Differences, 30(2), 75-86.
  • Clark, A. E., Oswald, A. J. & Warr, P. B. (1996). Is job satisfaction u-shaped in age?. Journal of Occupational and Organizational Psychology, 69(1), 57-81.
  • Costakis, H. R., Gruhlke, H., & Su, Y. (2021). Implications of emotional labor on work outcomes of service workers in not-for-profit human service organizations. Human Service Organizations: Management, Leadership & Governance, 45(1), 29-48.
  • Çelik, P., & Topsakal, Y. (2016). Duygusal emeğin iş tatmini ve duygusal tükenme ile ilişkisi: Antalya destinasyonu otel çalışanları örneği. İşletme Araştırmaları Dergisi, 8(4), 202-218.
  • Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499-512.
  • Demir, M. (2019). Duygusal emeğin banka çalışanlarının iş tatmini üzerindeki rolü [Yayımlanmamış yüksek lisans tezi]. Karabük Üniversitesi, Karabük.
  • Deng, H., Walter, F., & Guan, Y. (2020). Supervisor‐directed emotional labor as upward influence: An emotions‐as‐social‐information perspective. Journal of Organizational Behavior, 41(4), 384-402.
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  • Erickson, R. J., & Ritter, C. (2001). Emotional labor, burnout and inauthenticity: Does gender matter?. Social Psychology Quarterly, 64(2), 146-163.
  • Grandey, A. A. (1999). The effects of emotional labor: Employee attitudes, stress and performance [Unpublished doctoral dissertation]. Colorado State University. Grandey, A. (2000) Emotion regulation in the workplace: A New way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110.
  • Grandey, A. A., & Brauburger, A. L. (2002). The emotion regulation behind the customer service smile. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp. 260-294). Jossey-Bass.
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There are 89 citations in total.

Details

Primary Language Turkish
Subjects Health Care Administration
Journal Section Makaleler
Authors

Senay Yürür 0000-0002-3859-9827

Nihal Yazıcı 0000-0001-9378-0998

Çağrı Kırtay 0000-0003-0526-469X

Sevcan Ağırbaş 0000-0001-7873-1135

Publication Date December 27, 2022
Published in Issue Year 2022 Volume: 25 Issue: 4

Cite

APA Yürür, S., Yazıcı, N., Kırtay, Ç., Ağırbaş, S. (2022). SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?. Hacettepe Sağlık İdaresi Dergisi, 25(4), 797-812.
AMA Yürür S, Yazıcı N, Kırtay Ç, Ağırbaş S. SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?. HSİD. December 2022;25(4):797-812.
Chicago Yürür, Senay, Nihal Yazıcı, Çağrı Kırtay, and Sevcan Ağırbaş. “SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?”. Hacettepe Sağlık İdaresi Dergisi 25, no. 4 (December 2022): 797-812.
EndNote Yürür S, Yazıcı N, Kırtay Ç, Ağırbaş S (December 1, 2022) SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?. Hacettepe Sağlık İdaresi Dergisi 25 4 797–812.
IEEE S. Yürür, N. Yazıcı, Ç. Kırtay, and S. Ağırbaş, “SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?”, HSİD, vol. 25, no. 4, pp. 797–812, 2022.
ISNAD Yürür, Senay et al. “SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?”. Hacettepe Sağlık İdaresi Dergisi 25/4 (December 2022), 797-812.
JAMA Yürür S, Yazıcı N, Kırtay Ç, Ağırbaş S. SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?. HSİD. 2022;25:797–812.
MLA Yürür, Senay et al. “SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?”. Hacettepe Sağlık İdaresi Dergisi, vol. 25, no. 4, 2022, pp. 797-12.
Vancouver Yürür S, Yazıcı N, Kırtay Ç, Ağırbaş S. SAĞLIK ÇALIŞANLARINDA DUYGUSAL EMEK: DOKTOR YA DA HASTALARA KARŞI SERGİLENMESİ SONUCU DEĞİŞTİRİR Mİ?. HSİD. 2022;25(4):797-812.