Hemşirelerin Duygusal Emek Davranışları ve Duygusal Emeğe İlişkin Görüşlerinin İncelenmesi
Yıldız, Ayşegül Tuğba
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In the service sector, all employees are expected to have a professional attitude in their relations with customers and also to reflect their feelings positively on their behaviors. Nurses who are in close and long-term relationships with patients in the health sector comprise the largest population within the healthcare team. In this study, which is planned and conducted as a descriptive research, it is aimed to examine the emotional labor behaviors of nurses and their opinions on emotional labor. The data in the study was collected from state hospitals and educational and research hospitals which are within the metropolitan municipality boundaries of Ankara and affiliated with the Turkish Republic Ministry of Health. The sample of the study consisted of 219 nurses. The data of the study was collected through the "Socio-demographic Characteristics Form of Nurses" and "The Scale of Emotional Labor Behavior for Nurses". Percentage, frequency, arithmetic mean and standard deviation, as well as t-test for paired and independent samples, one-way analysis of variance and Pearson Product Moment Correlation Coefficient were utilized to analyze the data. According to the findings of the study; most of the nurses stated that they were emotionally affected while giving care to the patients, but they were trying to behave professionally by controlling their emotions, and more than half stated that their managers had the expectation in terms of controlling their feelings. Throughout the study, Cronbach α coefficient of the Scale of Emotional Labor Behavior for Nurses was calculated as 0.935. Internal consistency of the whole scale and its sub-scales were found high. In this study, participant nurses obtained an average score of 3.94 from the overall Emotional Labor Scale. While there was no significant difference between deep acting and intimate behavior sub-dimensions (p>0.05), a significant difference was found between surface acting and deep acting dimensions (p<0.05). In other words, nurses' in-deep acting emotional labor scores are significantly higher than surface acting emotional labor scores. As for the result of the study it can said that nurses exhibit emotional labor behaviors. And it can be suggested that emotional labor of the nurses should be considered by supervisors and educators.