The Mediating Role of Job Stress in the Effect of Emotional Labor Perception on Job Performance

Abstract

Purpose – The aim of this research is to examine the relationships between emotional labor, job stress and job performance in public employees working in Ankara and to determine the mediating role of job stress in its effect on emotional labor and job performance. Design/methodology/approach – This research is a descriptive research. Snowball sampling method was used as the sampling method. Data were collected from 560 people working in public institutions in Ankara using the survey method. The questionnaire form includes three scales measuring the participants' perceptions of emotional labor, job performance and job stress. Confirmatory factor analysis, reliability analysis, descriptive statistics, correlation analysis and regression analyzes were performed on the obtained data. Findings – As a result of the analysis, it was determined that emotional labor has a negative and significant effect on job performance, emotional labor has a positive and significant effect on job stress, and job stress has a negative and significant effect on job performance. In addition, the full mediation effect of job stress on the effect of emotional labor on job performance is another result of the research. Discussion – Although the findings of the research on the relationships between emotional labor, work performance and work stress show similarities with the results of studies conducted in previous years, the work stress included in the research model considerably reduces the effect of emotional labor on work performance and completely eliminates the statistical significance of this effect. With this aspect of the research, it is thought that it will contribute to the literature.