(The Relationship Between Emotional Labor Behavior and Burnout: The Mediating Effect of Organizational Identification)

Abstract

Purpose – In this study, it is aimed to determine the relationship between emotional labor behavior and burnout of health personnel and the mediating effect of organizational identification in this relationship. Design/methodology/approach – Relational screening model was used in the research. The sample of the study consists of 784 healthcare professionals working in private bed hospitals affiliated to İstanbul Provincial Health Directorate Health Research Branch Directorate Private Bed Health Services Branch Directorate. SPSS package program was used for descriptive statistics, correlation analysis (s), validity and reliability tests and exploratory factor analysis. For confirmatory factor analysis, path analysis and mediating effect analysis, the SEM (AMOS) package program was used. Results – According to the structural equation modeling results; It is seen that the dimensions of superficial behavior, deep behavior and natural behavior of emotional labor have an effect on the decrease in personal accomplishment, emotional exhaustion and depersonalization. On the other hand, it is seen that emotional labor has a profound effect on behavioral and natural behavior dimensions on organizational identification. It is seen that organizational identification has an effect on the decrease in personal accomplishment, depersonalization and emotional exhaustion. Since the effect of superficial behavior on organizational identification was not detected, the mediating effect of organizational identification on the effect of burnout on decreased personal accomplishment, emotional exhaustion and depersonalization could not be tested. Organizational identification plays a full mediating role in the effect of deep behavior on the effect of burnout on a decrease in personal accomplishment, emotional exhaustion and depersonalization. Organizational identification plays a partial mediating role in the effect of natural behavior on the effect of burnout on a decrease in personal accomplishment and depersonalization, and a full mediating role in its effect on emotional exhaustion. Discussion – The importance and value of the job and employees in the health sector should be taken into account. Because, healthcare personnel do not only work with physical and mental labor. In addition to these, they include their emotions as a labor factor in the process. Employees who are identified with their organizations are valuable for organizations. For this reason, the management should pay attention to the emotions and feelings of each healthcare provider as much as possible. In order for health personnel to be integrated with their organization, the management should clearly demonstrate its understanding and support for them. Thus, the responses of healthcare personnel (s) to various events and situations encountered in the work environment can be directly observed. Measures can be taken to identify the factors that cause healthcare personnel to experience burnout and to eliminate the problem in the first place.