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The Mediating Role of Interpersonal Deviance on Effects of Emotional Labor to Job Performance and Intention to Quit

Author

Listed:
  • Begenirbaş, Memduh

    (Turkish Military Academy)

  • Çalışkan, Abdullah

    (Turkish Military Academy)

Abstract

In this study, the effects of service employees’ job performance and intentions to quit on their displays of emotional labor are examined. Also, the mediating role of interpersonal deviance on these effects are also observed. For this purpose, data are obtained and analyzed from 403 private service employees’ working in Ankara. The relations and effects between variables are presented by correlation and regression analyses. The validity of scales are measured with structural equation model. According to the findings, it is seen that employees’ emotional labors have significant effects on their job performance and intention to quit the job. Particularly, it is found that while job performances of employees who act surfacely are low, but their intentions to quit are high. It is observed that interpersonal deviance has negative contribution to the employees’ job performance, but positive contribution to the intention to quit. And also, coming through that interpersonal deviance has partial mediating role between emotional labor and job performance and intention to quit. Due to the findings of this study, recommendations are given for the managers of service sector to recruit and maintain productive and effective service emplooyees.

Suggested Citation

  • Begenirbaş, Memduh & Çalışkan, Abdullah, 2014. "The Mediating Role of Interpersonal Deviance on Effects of Emotional Labor to Job Performance and Intention to Quit," Business and Economics Research Journal, Uludag University, Faculty of Economics and Administrative Sciences, vol. 5(2), pages 109-127, April.
    • Handle: RePEc:ris:buecrj:0154
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    Cited by:

    1. Minh Thi Binh Nguyen, 2024. "The role of employee well-being, job satisfaction, and post-Covid-19 syndromes on employee performance at Linh Trung Export Processing Zone in Ho Chi Minh City," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 14(3), pages 149-166.

    More about this item

    Keywords

    Emotional Labor job performance; intention to quit; interpersonal deviance;
    All these keywords.

    JEL classification:

    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation

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