MEDIATOR ROLE OF COPING WITH STRESS ON THE EFFECT OF EMOTIONAL LABOR BEHAVIOR ON WORK ALIENATION: THE CASE OF DARÜLACEZE EMPLOYEES

Abstract

As in all of their daily lives, people have to apply roles they don’t want in some situations of their working life. The positive and negative effects of employee behaviors for the organization emerge. Emotional labor also affects the performance of the employee both positively and negatively. As a result of emotional conflict arising from the difference of he between what is actually felt and job roles, work alienation can be seen on the employee due to emotional labor. In this case, the employee’s ability to cope with stress can prevent alienation from work. The aim of this research is to find out the level of the mediating effect of emotional labor and coping with stress on alienation from work in Darülaceze employees. The research was conducted with 185 employees working in Hospice in Istanbul. According to the data obtained as a result of the analyzes, it is revealed that coping with stress has a positive and significant effect on the effect of emotional labor on job alienation. As a result, emotional labor approach in the health sector provides a positive effect on job alienation and coping with stress has a significant effect.