THE EFFECT OF EMOTIONAL LABOR ON THE INTENTION TO LEAVE. A STUDY ON EMPLOYEES IN PRIVATE EDUCATION INSTITUTIONS

Abstract

The aim of this study is to investigate the effect of emotional labor and its sub-dimensions, surface acting,genuine acting and deep acting on the turnover intention the employees. With globalization and the process of change, the economy is experiencing a rapid transition from the manufacturing sector to the service sector. The education sector is one of the most changing areas in the service sector. Employees of the education sector need to display their emotional labor as well as physical and mental labor. Emotions will determine the quality of the service provided, and the determination of the employees' emotional labor behavior is of great importance for today's organizations. Emotions that become part of the work, the way that employees exhibit different ways to increase the satisfaction of the customers, but the emotional contradictions that may cause the employees to adversely affect it. Emotional labor behaviors can lead to slow performance of employees and decrease their performance. Many workers have been dealt with not only because of the high costs they create and the transfer of staff caused by the turnover intention the employees, but also because they cause other significant problems in the workplace. Few studies have been found regarding the turnover intention as a long-term negative result of emotional labor. For this purpose, a study was conducted to determine the effects of emotional labor behaviors of teachers and administrators working in private education institutions in Iğdır province on their intention to quit their job. The results of the study show that there is a positive relationship emotional laborand its sub-dimensions of surface acting and deep acting and is a negative relationship genuine acting with turnover intention. For this purpose, in order to determine the effects of emotional labor behaviors of teachers and administrators who work in private education institutions in Iğdır province on their turnover intention. The data obtained were evaluated SPSS 20.0 and Structural Equation Modeling (SEM) with AMOS 20.0 program.