THE IMPACT OF EMOTİONAL LABOR ON EMPLOYEE PERFORMANCE: AN INVESTİGATİON ON CALL CENTER EMPLOYEES İN ERZURUM PROVİNCE

Zafer AYKANAT
Yavuz KOÇ

Emotional labor can be defined as directing employees, emotions and behavior to present the appropriate emotion based on workplace rules or professional principles. Employee performance can also be defined as a measurement to represent both the determinant of employees’ current knowledge and skills and how they adopt organizational purposes and goals. In that sense, both concepts are considered to play an important role to attain certain goals set by organizations. In this study, the existing literature that addresses the relationship between emotional labor behaviors and employee performances was initially reviewed. In the light of the literature review, research model was developed and frequency, reliability, correlation and regression analyses were performed. The main objective of this paper is to investigate the relationship between emotional labor behavior of call center employees and their performance as call centers are principally constituted to perform better customer service. The number of previous research that concentrates on the relationship between emotional labor and employee performance is rather limited although the relationship between emotional labor and other different variables was successfully examined previously. In that sense, the present paper aims to fill this void in the existing literature. Firstly, the concepts of emotional labor behavior and employee performance were theoretically examined. Later, a questionnaire was administered to 318 call center employees of 182 Central Physician Appointment System (MHRS) in Erzurum province and the results of this paper reveal that sincere behavior display was found to have a higher impact on employee performance than other sub-dimensions of emotional labor. The present research can be supported by qualitative research in terms of conveying case studies by respondents. This paper may provide theoretical and methodological contribution to the existing emotional labor and employee performance literature.

Keywords: Emotional Labor, Employee Performance, Call Center, Data Analysis, Method