The effect of emotional labor in working life and work alienation on workplace performance: An application on bank employees

It is seen that the policies experienced in the competitive environment of the global world and the emotions of employees in the service sector vary in business life. Banking is a sector where emotional transitions are frequently experienced in the name of corporate and customer satisfaction. Therefore, in this context, many factors should be taken into consideration for the employee in working life in order to control emotional transitions. Bank employees communicate with customers frequently and for long periods of time. During this communication, it is important how accurately employees can convey their emotions to the other party in line with the banks' determined goals, as well as maintaining the continuity of their emotions. The general purpose of this study is to determine the variables that affect bank employees' perceptions of emotional labor and work alienation, and also to determine emotional labor and work alienation and workplace performance. As a result, it is seen that there is a significant relationship between emotional labor, work alienation and workplace performance levels of bank employees employed in private banks.