DUYGUSAL EMEĞİN ÜRETKENLİK KARŞITI DAVRANIŞA ETKİSİ VE SOSYAL BAĞLILIK İLİŞKİSİ:

Emotional labor is managing emotions of organization’s workers within the rules of the organization. With the development of the service industry in which interaction among people is intensely common, changes in the characteristics of labor are also experienced. Proper emotional display as well as knowledge, capability and brawn have been expected from employees by both employers and customers. In call centers, which is a member of service industry, high rates of emotional labor is used to provide relax and stres-free atmosphere for customers, during continuous phone calls. Individuals, can become estranged from organization depending on the size of their feeling on emotional labor, and can begin to counterproductive work behaviors. Basically counterproductive work behaviors can be expressed in the form of, workers’ disgregardings of benefits of the organization or acting maliciously for protection of these benefits. As a social organism, people; in addition to their work life, are in a struggle of a consistency of inter organizational and out of organization social life. The main purpose of this research is to determine negative events’ effects on workers’ social loyalty, impacts of emotional labor on anti-productive behaviour and these notion’s relation with social loyalty. In this research, SPSS package program is used, correlation and regression analysis has been applied. Resource data was derived from main call center of a bank in Turkey by conducting questionnaire to 147 workers. In results of these analysis, emotional labor has an negative effect on counterproductive work behaviors and there is a sensible relation between they and social connectedness.