Factors influencing the emotional labor behavior of employees in banking sector

Emotional labor behavior is an issue that attracted much attention in recent years. Emotional labor behavior has a dual effect. On the one hand it has a negative effect on the well-being of employees and on the other hand it has a positive affect on the company's success. As a corporate structure, banks are not using the definition of work as an emotional labor behavior, the job itself requires of the employees emotional labor behavior. This study aimed to determine the factors influencing emotional labor behavior of bank employees. It samples the province of Antalya and 52 branches which contain 211 retail banking, enterprise and corporate customer relations officers and associates in the T.C. Ziraat Bank A.Ş. One of the important diagnosis of this research is that the employees do not act as they feel like while working and that they do not show behavior of job requirements and do notspend extraordinary effort to perform their job and empathize with customers. Correlation analysis results and the deep acting dimension of behavior show the significant correlation between negative and positive affectivity dimensions. Positive and significant correlation between the frequency of interaction with expression of naturally felt emotion dimensions have been identified. Expression of naturally felt emotion dimensions have a weak and negative relationship with a positive affectivity. A regression model was taken as the dependent variable for surface acting, frequency of interaction, duration of interaction, routineness of interaction the positive and negative emotional display rules and positive affectivity only routineness of interaction and negative emotional display rules the independent variables were the variables have positive effect on surface acting. Frequency of interaction and routineness of interaction positively affect deep acting as the positive affectivity variables impact of negative. Another finding of this research is the fact that the frequency of interaction positively affect expression of naturally felt emotion dimensions and positive affectivity is affected negatively. The study is thought to contribute as a pioneering work that tries to explain the factors that determine the emotional labor behavior of bank employees in our country and is expected to provide benefits to future researchers. Keywords: Emotional Labor, Display Rules, Interaction Characteristics, Positive Affectivity.