THE RELATIONSHIP AMONG EMOTIONAL LABOR, EMOTIONAL EXHAUSTION AND TASK/CONTEXTUAL PERFORMANCE: A STUDY WITH SERVICE INDUSTRY WORKERS AT YALOVA

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While task performance points the performance, displaying according to their job descriptions; contextual performance, although there is no obligation, is defined as a performance dimension which contributes corporate integrity. On the other hand, emotional labor which constitutes service industry workers’ job descriptions, and emotional exhaustion which this sector workers usually face with, are other variables. This research conducted on 214 service providers at Yalova. The aim of the research is put forward the display types of emotional labor behaviors and emotional exhaustion levels’ effects on task and contextual performance perceptions. According to results, as sub-dimensions of emotional labor, deep acting increases displaying intentions of task and contextual performance.

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Task Performance , Contextual Performance , Surface , Deep Acting , and Emotional Exhaustion

Erciyes University Journal Of Economics an‎d Administrative Sciences

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Erciyes University Journal Of Economics an‎d Administrative Sciences