Demonstration of emotional labor in the health sector: The case of Yalova province

Organizations expect the employees to incorporate their physical power as well as their emotions in their business processes in order to gain more advantages due to the changes in consumer expectations, the increase in competition and the similarity of the products produced due to technological developments. This expectation is higher in the business and sectors where the interaction with the customer is higher. These employees, who are called emotion workers, spend as much emotional labor as physical and mental labor. Emotional labor often results in slightly more negative consequences for those working as emotion workers than positive outcomes. In this study, it is empirically examined whether the emotional labor impression dimensions and emotional labor dimensions of the employees in charge of demonstrating the emotional labor behavior differ according to the demographic characteristics of the employees. The hypotheses developed within the scope of the study were tested with the analyzes applied to the survey data obtained from 232 health workers working in various occupations in health institutions providing services in Yalova province. Diefendorff et al. (2005) used Kruml and Geddes (2000) and Grandey (2003). According to the results obtained from the study, it was concluded that most of the employees were expected to display emotional labor. As a result of the analyzes, it was found that the majority of the employees in the health sector exhibited sun Sincere Behavior lu more than the sub-dimensions of emotional labor; however, it was observed that there was a significant relationship between the emotional labor demonstrations and the demographic characteristics of the employees.