The Antecedents of Emotional Labor in Health Personnel: Job Satisfaction and Organizational Identification

Authors : Mehmet Emin Yaşar, Fatih Gönül

Pages : 1361-1395

Doi:10.18506/anemon.1688218

View : 57 | Download : 90

Publication Date : 2025-12-30

Article Type : Research Paper

Abstract :Emotional labor is an expected behavior from employees, especially in sectors with face-to-face communication. Emotional labor behavior of employees in the health sector is an effective factor in the quality of the service provided. The aim of this study is to reveal whether job satisfaction and organizational identification are effective in the emotional labor behavior of healthcare personnel. In line with the aim of the study, a survey was conducted with 315 healthcare personnel working in a university hospital in the Southeastern region of Turkey. The survey, which was carried out by convenience sampling method, was applied face to face. As a result of the analyses, it has been seen that the job satisfaction, organizational identification and emotional labor levels of the health personnel are at a moderate level. It has been found that the employees exhibit natural emotions the most and show superficial role-playing behavior the least among emotional labor behaviors. In the study, it has been determined that job satisfaction and organizational identification contribute positively to emotional labor. Job satisfaction has a positive effect on deep role-playing among the dimensions of emotional labor, while it has no significant effect on superficial role-playing and natural behaviors. In addition, it has been observed that organizational identification positively affects all sub-dimensions of emotional labor.
Keywords : Emotional Labor, Job Satisfaction, Organizational Identification

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