Effects of emotional labor on organizational citizenship behavior: A research on academic and administrative staff of Afyon Kocatepe University

The main purpose of this study is to examine whether the concepts of emotional labor such as surface acting, deep acting and natural feelings make a significant difference from organizational citizenship behavior sub-dimensions to altruism, courtesy, sportsmanship and civic virtue dimensions and other demographic factors. In this context, a quantitative research was conducted on 202 administrative personnel working at Afyon Kocatepe University. Questionnaire was used as a data collection technique in the study. The survey application was made between 20.06.2020 and 20.07.2020. Emotional labor scale and organizational citizenship behavior scale were used in the research. The data obtained as a result of the research were analyzed using the SPSS package program. The findings of the research revealed that emotional labor has a positive and statistically significant effect on organizational citizenship sub-dimensions.