Duygusal Emek Davranışlarının Tükenmişlik Sendromu ve İşten Ayrılma Niyeti Üzerindeki Etkisi: Hazır Giyim Sektöründe Bir Araştırma
Künye
Keles, D., & Goktepe, E. A. (2020). Duygusal emek davranışlarının tükenmişlik sendromu ve işten ayrılma niyeti üzerindeki etkisi: Hazır giyim sektöründe bir araştırma. Business and Economics Research Journal, 11(3), 855-873.Özet
Abstract: Employees in the service sector are expected to make intensive emotional
labor behaviors to ensure customer satisfaction. In this study, the effects of service
sector salespeople’s emotional labor behaviors on burnout syndrome and intention to
quit were investigated. The sample of this study is the salespeople working in street
stores or shopping malls stores in four different districts (Sisli, Bakırkoy, Beylikduzu,
Bayrampasa) of four different ready-made clothing brands in Istanbul. The research
methodology was determined as quantitative research and 296 salespeople
participated in the research. As a result of the research, it was determined that the
surface acting and close behavior dimensions of emotional labor behaviors increased
the burnout syndrome and intention to quit. In addition, the in-depth behavior
dimension was not significantly associated with burnout syndrome and intention to quit.