A research on determining the relationship between to intent to leave and effects of personality, organizational trust and commitment on emotional labor

Emotional labor the process of which the employees are expected to perform while providing their services and interacting with customers in accordance with the organizationally pre-defined rules, known as emotional labor, is carried out when the task necessitates face-to-face or verbal communications. Emotional labor is also used in education. The purpose of this study is to define whether or not the rules of emotional labor, organizational commitment, trust and personality is the pioneers of emotional labor and also the relationship between the burnout and emotional labor when employees consider quitting their jobs. For this purpose literature reviews were made, hypothesis were produced and tested. 5205 academic personnel, who work in foundation universities in Istanbul according to the data from Council of Higher Education (YÖK) in 2016, were taken into consideration for this study and 540 of those were considered for this survey. Survey included 110 questions in 8 categories for sampling which are 19 questions for emotional labor, 20 questions for personality, 18 questions for organizational commitment, 22 questions for organizational trust, 22 questions burnout, for questions for intention to quit the job and demographic questions. The data gathered with the survey were analyzed by using the SPSS (Statistical Package for Social Sciences) Windows 22. 0 and scheffe test applied for t test, one-way anova test as post-hoc data. Pearson correlation and regression analysis between variables and also hierarchical regression analysis and Sobel test were applied. According to the analysis, it is concluded that responsibility, outwardness and emotional balance are the result of personality traits affecting emotional labor. Emotional, continuing commitment has an effect on emotional labor. Additionally, trust in manager and colleagues, organizational trust have an impact on emotional labor. Furthermore, it is also concluded that burnout is full interval variable between the emotional labor and intention to leave. By examining emotional labor in education sector and correlation of the variables mentioned above, this study is thought to be useful for the researchers who are interested in this area.