A research to determine the effects of emoti{dotless}onal labour on emotional exhaustion and job satisfaction: The case of health insii{dotless}tutions

Abstract

This study is to examine the relationship between emotional labour which is defined as workers' exhibiting appropriate emotions designated by the organization towards the customers of the organization, and emotional exhaustion and job satisfaction. In this context a field study was conducted on the employees of a health institution operating in the province of Konya. As a result of this study, it is found that there is statistically significant relationship between emotional labour and emotional exhaustion. Also, it was found that job satisfaction was decreasing as emotional exhaustion levels were increasing and there was a statistically significant relationship between emotional labour level and job satisfaction of workers. At the end of study, it was determined that there was statistically significant relationship between emotional labor and emotional exhaustion and that the levels of emotional labor of the employees, whose the level of job satisfaction are high.