Yüzeysel Duygusal Emek Stratejisinin AFAD Yetkililerinin İş Performansı Üzerindeki Olumsuz Etkisiyle Mücadele: Algılanan Sosyal Etkinin Rolü

Abstract

In this study, it is aimed to reveal the moderator role of perceived social impact in the effect of surface acting on individual job performance. Quantitative research method and convenience sampling method were used in the research. The data collected in this context were collected through a questionnaire created with the emotional labor scale, the individual job performance scale and the perceived social impact scale, the validity and reliability of which were tested before. The sample of the study consists of AFAD employees who worked in the earthquakes in Kahramanmaraş on February 6, 2023 (n=253). The data obtained at the end of the research were analyzed with SPSS, SPSS Process Macro and AMOS programs. According to the findings; ıt has been determined that the surface acting of AFAD employees do not have a significant effect on individual job performance. However, it has been determined that the social impact perceived by AFAD employees has a positive and significant effect on their individual job performances. In addition, it has been concluded that the perceived social effect does not play a regulatory role in the effect of the surface acting on individual job performance.