The effects of the emotional labour on joj satisfaction and well-being: An implementation on call center employees

In this study, the effects of the emotional labour dimensions of call center employees on job satisfaction and well being are examined. It is also investigated whether emotional labour, job satisfaction and well-being differed significantly with age, gender, marital status, education background and working hours. The sample of the study consists of 227 call center employees who are currently working in different cities in Turkey. A questionnaire of 43 items is used in the study. The questionnaire consists of three parts to measure emotional labour (superficial role playing, deep role playing and natural behaviour), well-being (negative and positive well-being) and job satisfaction. The validity and reliability of the questionnaires used in the survey are tested. A structural equation model is established and analyzed to test the model of the research. As a result of the analysis of the structural equation model, it is found out that superficial role-playing, deep role playing and natural behaviour significantly affect the negative well-being and also natural behaviour and positive well-being significantly affect the job satisfaction. It has also been found that well-being has not a regulatory role in affecting emotional labor on job satisfaction.