INTERACTION BETWEEN PSYCHOLOGICAL CONTRACT, ROLE CONFLICT, ROLE AMBIGUITY AND EMOTIONAL LABOUR

Abstract

Employees, which have an important place for businesses, are obliged to fulfill their job descriptions in line with the goals and objectives of the enterprises. In addition, employees also have unwritten duties. The perception that there are duties to be fulfilled between the employee and the employer creates the concept of psychological contract. The fact that the employee feels psychological responsibility, loyalty, and commitment towards his/her employer, causes the employee to fall into an uncertainty and enter a conflict by forgetting what their essential duties are. In addition, the concept of emotional labour, which is the situation where employees are identified with their work and become a whole, can provide benefits for businesses in order to display a positive image both between employees and businesses and customers and then return to their own feelings. The psychological contract between the employer and the employees affects emotional labour and also affects the role conflict and role uncertainty that will occur in the enterprise.It is important for managers to take into account emotional labour factors, and then to easily get out of that emotion and take on their own emotions in order to avoid role conflict and role ambiguity. In this study, the effect of the psychological contract between the employees of the hospitality businesses operating in the service sector with their employers on both role conflict and role ambiguity, emotional labour and the effect of emotional labour on role conflict and role ambiguity was investigated.At the same time, the relationship between emotional labour and role conflict and role ambiguity was investigated by the psychological contract, as well as the relationship between role conflict and role ambiguity, and emotional labor.As a result of the tripartite effect results, the mediating role of emotional labor was also analyzed in the effect of psychological contract on role conflict and role ambiguity.Impact and relationship hypotheses established for the purpose of the research were tested. At the same time, it was investigated whether the emotional labour has an intermediary role in the effects of the psychological contract on role conflict and its uncertainty by using SPSS 21 program. In line with the results of the study, it has been determined that psychological contract has a positive and significant effect on both role conflict and role ambiguity and emotional labour, and emotional labor has a positive and significant effect on role conflict and role ambiguity. At the same time, it has been determined that emotional labour has a partial mediating role in the effects of psychological contract on role conflict and uncertainty