Duygusal emeğin iş performansına etkisi: Havacılık sektöründe bir uygulama
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Tarih
2018-06
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Maltepe Üniversitesi, Sosyal Bilimler Enstitüsü
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Klasik yönetim anlayışının etkisi ile örgütelerin işgörenlerinde aradığı nitelikler arasında zekâ bileşeni olarak yüksek IQ düzeyi etkin rol oynamaktaydı. Zamanla salt IQ’nun yeterli olmadığı, insanın düşünen bir varlık olmakla beraber, aynı zamanda duygularının da olduğu ve yaptığı işte duygularını yok saymayarak, hissettiği duyguların bilincinde olarak ve hatta onları yöneterek çalışmaları gerektiği düşüncesi ortaya çıkmıştır. 1983 yılında ilk defa Sosyolog Arlie Russell Hochschild “Duygusal Emek” kavramını ortaya çıkardı. “The Managed Heart: Commercialization of Human Feeling (Yönetilen Kalp: Duyguların Ticarileşmesi)” isimli kitabında Delta Havayolları kabin ekipleri üzerinde yaptığı araştırma neticesinde Hochschild fiziksel ve zihinsel emekten ayrı olarak çalışanların özellikle sosyal iletişimi çok olan işletmelerde duygusal emek de göstermeleri gerektiğini, yani duyguların işletmelerin istediği şekilde yönetilmesi gerektiğini savunmuştur. Bu araştırmada kabin personelinin duygusal emek yeterliliklerinin görev ve bağlamsal performanslarına etkisi çalışılmıştır. Objektifliği sağlamak adına, örneklem grubu olarak bir hava yolu işletmesinden farklı yaş ve tecrübeye sahip 400 kabin personeli seçilmiş ve anket uygulanmıştır. Veriler analiz edilmiş ve kabin personelinin duygusal emek yeterliliklerinin performanslarını anlamlı bir şekilde pozitif yönde etkilediği sonucuna varılmıştır. Araştırmada elde edilen bulgulara göre, üniversitelerin kabin hizmetleri programları ile mevcut havacılık sektörlerinin kabin personelinin eğitimlerinden sorumlu birimlerine ’duygusal emek’ kavramının eğitim içeriklerine detaylı bir şekilde dahil edilmesi önerilmektedir. Ayrıca bu sektörlerin insan kaynakları departmanlarına duygusal emek yetkinliği yüksek çalışanları tercih etmeleri yönünde tavsiyelerde bulunulmaktadır. Dünya genelinde, finansal anlamda hizmet sektörünün gittikçe önem kazanması sebebi ile bu sektörün gelişimini etkileyen duygusal emek kavramı ile ilgili akademik çalışmalar yapılması tavsiye edilmiştir.
Under the influence of the classical management understanding, high IQ, as the intelligence component, was effective among the qualities the organizations sought for in their employees. In time, a new idea has emerged, which argues that IQ alone is insufficient, that although the humans are thinking creatures, they also have emotions, and thus they must do their jobs not by neglecting their emotions, but instead, by being aware of their emotions and even managing them. Sociologist Arlie Russell Hochschild introduced the concept “Emotional Labor” for the first time in 1983. In her book “The Managed Heart: Commercialization of Human Feeling”, Hochschild argues, according to the results of her study on cabin attendants, that apart from laboring physically and intellectually the employees must labor emotionally too, especially in the enterprises with high level of social communication, i.e. the emotions must be managed as desired by the organizations. The said study was focused on the impact of the cabin personnel's emotional labor competences on their task and contextual performances. In order to ensure objectivity, 400 cabin personnel with different ages and experiences from an airline company were selected as the sample group and a questionnaire was conducted. The data were analyzed, and the conclusion was that the emotional labor competences of the cabin personnel have significantly positive impact on their performances. According to findings of the study, the cabin services programs of universities and the cabin personnel training departments of the current aviation sectors are recommended to include the "emotional labor" notion in their training contents in detail. Besides, the human resources departments of these sectors are recommended to prefer employees with high emotional labor competence. Since the service sector has been becoming more and more financially important across the world, it is recommended to conduct academic studies on the emotional labor concept which has an impact on the development of this sector.
Under the influence of the classical management understanding, high IQ, as the intelligence component, was effective among the qualities the organizations sought for in their employees. In time, a new idea has emerged, which argues that IQ alone is insufficient, that although the humans are thinking creatures, they also have emotions, and thus they must do their jobs not by neglecting their emotions, but instead, by being aware of their emotions and even managing them. Sociologist Arlie Russell Hochschild introduced the concept “Emotional Labor” for the first time in 1983. In her book “The Managed Heart: Commercialization of Human Feeling”, Hochschild argues, according to the results of her study on cabin attendants, that apart from laboring physically and intellectually the employees must labor emotionally too, especially in the enterprises with high level of social communication, i.e. the emotions must be managed as desired by the organizations. The said study was focused on the impact of the cabin personnel's emotional labor competences on their task and contextual performances. In order to ensure objectivity, 400 cabin personnel with different ages and experiences from an airline company were selected as the sample group and a questionnaire was conducted. The data were analyzed, and the conclusion was that the emotional labor competences of the cabin personnel have significantly positive impact on their performances. According to findings of the study, the cabin services programs of universities and the cabin personnel training departments of the current aviation sectors are recommended to include the "emotional labor" notion in their training contents in detail. Besides, the human resources departments of these sectors are recommended to prefer employees with high emotional labor competence. Since the service sector has been becoming more and more financially important across the world, it is recommended to conduct academic studies on the emotional labor concept which has an impact on the development of this sector.
Açıklama
Anahtar Kelimeler
Duygusal emek, Görev performansı, Bağlamsal performans, Emotional labor, Task performance, Contextual performance
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Çolak, N. (2018). Duygusal emeğin iş performansına etkisi: havacılık sektöründe bir uygulama. Maltepe Üniversitesi, Sosyal Bilimler Enstitüsü, İstanbul.
