Yönetim Desteğinin Duygusal Emek Üzerindeki Etkisinde Örgütsel Bağlılığın Aracılık Rolü
Mediating Role of Organizational Commitment in The Effect of Supervisory Encouragement on Emotional Labor

Summary/Abstract: Purpose – The aim of the research is to explain the relationships between supervisory encouragement, organizational commitment and emotional labor behaviors, and to investigate the mediating effect of organizational commitment on the effect of supervisory encouragement on emotional labor behaviors. Design/Method/Approach – Data were collected from 210 people working in enterprises employing 20 or more people in the provinces of Kocaeli and Istanbul by survey method. While analyzing the data, the Structural Equation Modeling was used through the AMOS package program, as well as descriptive statistics. Results – The results of the research revealed that the participants mostly exhibited sincere (natural) emotional labor behavior in the organization. Path analysis results revealed that management support negatively affected superficial role-playing behavior, one of the emotional labor behaviors. Also; the results showed that supervisory encouragement strongly affects organizational commitment. In addition, the results of the analysis revealed that organizational commitment has a full mediating effect on the effect of management support on surface role-playing behavior. Discussion – Increasingly supportive attitudes and behaviors of the manager to her/his subordinates reduce the fake behaviors of employees within the organization that they do not really feel. At the same time, these supportive attitudes and behaviors exhibited by the management also ensure that the individual is emotionally attached to the organization. Increasing organizational commitment, on the other hand, reduces the fake behaviors of employees towards organizational members or customers, based on role-playing.

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