The effect of psychological contract and organizationalsupport on emotional labor performance in the banking sector: The case of Erzurum region

The psychological contract defines the relationship between the employee and the employer in an organization. Similarly, the concept of "Organizational Support" means that the employees working in the enterprise are supported by the enterprise they work for and that the employees feel this support. The concept of "Emotional Labour", which is located at the opposite pole of the thesis work, is defined as "Managing emotions for a wage" in the literature, and it can also be expressed as the employee's display of emotion according to the environment and situation. Based on these definitions made in the context of the literature, these three separate structures, which are thought to be related and interact with each other, have led to this thesis study. The aim of the study is to determine the level of effect of perceived organizational support by psychological contract on emotional labour performance on employees from this point of view. 102 expert bankers employed in the banking sector in the Erzurum region were selected as the universe of the study for this purpose. The limitation in terms of the study universe, as it will exceed the scope of the thesis, is the limitation in the number of samples due to the inability to include all expert bankers working in the banking sector in Turkey and the presence of regional directorates of 3 (three) separate banks in the region. Thesis study was carried out using the quantitative method, and the questionnaires made by the participants were answered using a five-point Likert scale in this context. The questionnaires answered by the participants were evaluated with the methods of "Kaiser-Meyer-Olkin Sample Adequacy Measure", "Bartlett's Test of Sphericity", "Factor Load Findings", "Reliability Analysis", "Analysis of Variance", "Correlation" and "Multiple Regression Analysis". Analyses conducted by using SPSS 25 software. It has been determined that the perception of organizational support affects emotional labour performance positively, but psychological contract does not have a significant effect on emotional labour performance as a result of this thesis study. This result emphasizes the importance of managers in the banking sector providing organizational support to increase their employees' emotional labour performance from the study.