Abstract

TEZCAN UYSAL, Hasan  and  YıLMAZ KıLıCKAYA, Fatma. Emotional Labor in the Service Sector: The Role of Organizational Commitment. cuad.adm. [online]. 2022, vol.38, n.74, e2211132.  Epub Jan 21, 2023. ISSN 0120-4645.  https://doi.org/10.25100/cdea.v38i74.11132.

This research examines the Organizational Commitment (OC) levels and emotional labor (levels) (EL) of employees in the service sector and to determine whether there is a significant relationship between these variables, to identify which dimensions of OC affect which dimensions of EL if there is a significant relationship, and to determine whether EL varies statistically according to demographic factors. For this purpose; a survey has been carried out in Zonguldak province in Türkiye and the data were obtained by a face-to-face survey method of 433 workers actively working in the service sector. These data have been tested with reliability, correlation, simple linear regression, multiple variance analysis, independent sample T-test and one-way variance analysis. Because of the reliability analysis carried out, it has been determined that the scales used in the research have high internal consistency. The correlation analysis indicates a moderate and positive relationship between the normative and emotional commitment dimensions of EL and OC. Because of simple linear regression analyses; it has been determined that the 1-unit increase in emotional commitment caused an increase of 0.693 units on EL and a 1-unit increase in normative commitment caused an increase of 0.959 units on EL.

Keywords : Emotional labor; Service sector; Organizational commitment; Role behaviours..

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