Reading the relationship between emotional intelligence and occupational stress in the context of the mediating effects of emotional labor

Customer satisfaction has been among the absolute requirements for enterprises to survive and gain profit. Personnel's concern and effort are the only ways to create a positive image and value on customer's perception. Administrators anticipate employees to develop behaviours and feelings that provide benefit for the organization regarding their aims and objectives. To accommodate themselves to those expected behaviours and feelings, employees need to have the ability to feel like they are in a different feeling in the direction of labour and effort by suppressing their actual feelings. This situation, pointing to emotional labor, can produce meaningful results when it is based on emotional intelligence. Emotional labor contributes to the emergence of the effects of emotional intelligence on work outcomes. Emotional intelligence capabilities reduce occupational stress, which is one of the important work outcomes. This negative relationship weakens when emotional labor is engaged. Within this information, the purpose of this thesis is to give empirical evidence to the claim that emotional labour has a mediating role in the relationship between emotional intelligence and occupational stress. The population of the study is composed of the employees of public hospitals in Elazığ. 3077 health workers have been employed in four public hospitals. To gather the data, a questionnaire was administered to 469 employees between 02.05.2018 and 30.07.2018. Emotional intelligence, emotional labor and occupational stress scales were graded 5 likert-scale. The findings of the study revealed that emotional labor is a mediating effects on the emotional intelligence on occupational stress and this effect is on partial level. The effect size ofthe model testing the mediating effect is (r2) %25, %4 of which is indirect and %21 is direct. The study consists of two topics: "Conceptual Framework", and" Methodology". Topics of the Conceptual Framework; Intelligence and emotional intelligence, Emotional labor, Occupational stress, Emotional intelligence-emotional labor relationship, Emotional intelligence-professional stress relationship, Emotional labor-professional stress relationship, Emotional intelligence-professional stress relationship in the mediating effect of emotional labor. The topics of the method are; The problematic of the research (problem status), The purpose of the research, The importance of research, its original value and its widespread effect, The limitations of the research, The assumptions of the research, The universe and the sample of the research, The research model, Data collection methods of the research, Data analysis methods of the research, Findings, Results and suggestions.