THE RELATIONSHIP BETWEEN EMOTIONAL LABOR AND JOB SATISFACTION: A CASE STUDY OF LOGISTICS SECTOR

A CASE STUDY OF LOGISTICS SECTOR

Abstract

The human factor, which is among the most effective sources that organizations can use in the process of achieving a long-term and sustainable growth in today's market conditions, should be evaluated within the context of individual and organizational performance also with its emotional and psychological aspects. As the level of interaction between employees and customers increases and the dependency level of service quality on employee performance rises, the importance of emotional labor increases in terms of working life. The fact that the employees are obliged to act in accordance with the display rules set out by the organization, on the one hand, increases the customer satisfaction, but on the other, negatively affects the employees due to probable emotional disharmonies, decreasing job satisfaction and performance. The aim of this study is to reveal the relationship between emotional labor and job satisfaction by regression analysis, in the logistics sector where there is an intense working environment and which requires a one-to-one relationship with customers. As a result of the analysis, emotional labor positively affects job satisfaction by 22.7%.