The influence of emotional labour on the personnel performance : an application on call center staff in Erzurum

With the globalization, companies have gained importance and new strategies have been formed by determining strategies accordingly. The service sector which has an important place among these, has found its place. In order to provide a higher quality of service, the service sectors provided their customers with the opportunity to provide a competitive advantage. The call sector, which is a part of the service sector, is customer oriented and is locked to the goal of keeping customer satisfaction at the highest point. We can say that call center employees tend to increase their performance by managing their emotions by considering customer satisfaction. In this sense, the call sector provides trainings for its employees in today's world where service competition is important. In short, the call sectors for emotional labor, which we will call emotion management, carry out studies and prepare programs on this subject. It is thought that emotional labor will have a positive impact on employee performance in the service sector where competition is important. This study was carried out in the call sector where the operation would be seen most comfortably. The aim of the study is to determine the effect of the employees of the call center on the performance of the emotional labor. For this purpose, a field study was carried out in 182 MHRS Erzurum Call Center. The findings of the study were analyzed and the differences and relationships between the variables and sub-dimensions mentioned in this call center were tried to be determined. According to the results of the analysis, it was observed that there is a relationship between the sub-dimensions of emotional labor and the performance dimension. In terms of demographic findings, there is no significant difference between the dimensions except for exceptions. It is seen that there is a relationship between sub-dimensions of emotional labor, superficial role, deep role and natural emotions and employee performance.