EMOTIONAL LABOUR AND ORGANIZATIONAL COMMUNICATION IN CALL CENTERS

Emotional labour is named as the efforts of employees who are in face to face or phone to phone with customers in people-oriented professions, in the process of displaying organizationally desired appropriate emotion in verbal or non-verbal way. General aim of this study consists relationships among emotional labour antecedents, emotional labour behavoirs, emotional dissonance, outcomes of emotional labour and organizational communication satisfaction and to develop new ideas at the direction of findings. Parallel to this aim one of the emotional labourintensive profession call center employees perspectives about variable of emotional labour process and organizational communication satisfaction are determined. Network of relationships, which is described depend on literature, is examined among emotional labour antecedents, emotional labour behavoirs, emotional dissonance, outcomes of emotional labour and organizational communication satisfaction. A sample of 383 call center employees participated in this study. A questionaire on emotional labour and organizational communication formed in 5 section is applied to these participants.. The date gained from the survey prove that the call centers are one of the field of emotional labour-intensive professions.Depending on emotional labour process it is proved that emotional dissonance is high outcomes of emotional labour and organizational communication satisfaction is low.