The role of the rules of emotional behavior in the relationship of individuals' communications and emotional labor relationship: A research on automotive sales and service staff

It is a known fact that the behaviors exhibited by the employees, who are the most important part of the service sectors, have positive and negative effects on the organizational outputs. Organizations determine some codes of conduct that they expect from their employees; Employees exhibit some emotional behavior rules in line with these rules and adopt various communication styles. In this context, with the study, the role of emotional behavior rules in the relationship between individuals' communication styles and emotional labor has been examined. The study was carried out on automotive sales and service employees in the Anatolian side of Istanbul, and the survey method was used to collect the data. In the study, a total of 150 employees were reached by using the convenience sampling method, and since no incorrect or incomplete questionnaires were detected, 150 questionnaires were accepted as valid. In the analyzes made in the study, the frequency distributions in which the demographic characteristics of the 150 participants were examined and the relations between the dependent and independent variables were examined The Spss Macro plugin named Process version 3.5. developed by Hayes, was used to analyze the correlation analysis and whether the emotional behavior rules have a regulatory role in this relationship. A significant relationship was found between emotional labour (superficial/deep labour) and communication styles (active/passive style), and both dimensions were included in the model. According to the model, it was determined that the rules of emotional behavior rules did not have a regulatory role in the effect of communication styles on emotional labour.