AN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCE

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dc.authoridReyhanoglu, Metin/0000-0003-1769-1867
dc.authoridBALIKCIOGLU, Betul/0000-0001-7043-2544
dc.contributor.authorReyhanoglu, Metin
dc.contributor.authorBalikcioglu, Betul
dc.date.accessioned2024-09-18T20:56:49Z
dc.date.available2024-09-18T20:56:49Z
dc.date.issued2019
dc.departmentHatay Mustafa Kemal Ãœniversitesien_US
dc.description.abstractEmotional labor research has focused on employees' interactions with customers that is a significant part of organizational life. It is a fact that during this interactions emotions are regulated and managed by employees. Regulation of emotions produces positive outputs such as performance improvement in terms of businesses, but also negative psychological consequences such as anxiety in terms of employees. In this context the purpose of this empirical study is to investigate the effects of emotional labor strategies, superficial and deep acting, on sales call anxiety (SCA) and performance. The data was collected from 277 salespeople who worked in banks and automotive dealerships by using survey method. The research hypotheses were tested with structural equation model. The findings confirm that all scales, particularly SCA, are reliable and validate in Turkey. However, the results show that the effect of emotional labor strategies on SCA are different. While surface acting strategy has a positive effect on SCA, deep acting has a negative effect. Although the relationship between emotional labor strategies and performance was not supported, it was found that SCA has a negative impact on the performance of salespeople. These findings have been discussed based on the literature and suggestions are provided for future research and administrative applications.en_US
dc.identifier.doi10.30798/makuiibf.523484
dc.identifier.endpage198en_US
dc.identifier.issn2149-1658
dc.identifier.issue1en_US
dc.identifier.startpage183en_US
dc.identifier.urihttps://doi.org/10.30798/makuiibf.523484
dc.identifier.urihttps://hdl.handle.net/20.500.12483/12098
dc.identifier.volume6en_US
dc.identifier.wosWOS:000466181500012en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.language.isoenen_US
dc.publisherMehmet Akif Ersoy Univen_US
dc.relation.ispartofJournal of Mehmet Akif Ersoy University Economics and Administrative Sciences Facultyen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectSales call anxietyen_US
dc.subjectemotional laboren_US
dc.subjectdeep actingen_US
dc.subjectsurface actingen_US
dc.subjectsalespeopleen_US
dc.titleAN EMPIRICAL STUDY ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR, SALES CALL ANXIETY AND WORK PERFORMANCEen_US
dc.typeArticleen_US

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