Akademik Veri Yönetim Sistemi
10. Uluslararası Sağlık Bilimleri ve Yönetim Kongresi, Sivas, Türkiye, 21 - 24 Mayıs 2025, cilt.1, ss.305-310, (Tam Metin Bildiri)
Problem of Research: Emotional labor can affect employees' performance positively or negatively. It is unclear how this process results in perceived organizational support in nurses.
Purpose of the Study: Emotional labor can affect many positive or negative organizational outcomes in terms of the attitudes exhibited by employees. Therefore, considering the relationships and interactions of nurses with people who apply to health institutions in intensive working conditions, the importance of the concept of emotional labor emerges. In this direction, the purpose of the study is to determine the mediating role of perceived organizational support in the effect of emotional labor on job performance in nurses.
Method: The research population consists of 321 nurses working in Kayseri State Hospital. Since the data collection process from the survey participants was ongoing, the analysis was carried out with 107 data sets. The mediation effect of perceived organizational support between emotional labor and job performance was performed with Hayes Process Model-4.
Results: According to the research findings, it was analyzed that emotional labor has a significant relationship with job performance and perceived organizational support. Indirect effect results were evaluated with Bootstrap technique. According to the results of the analysis, the indirect effect of perceived organizational support on job performance (β=0.44) shows significance (BootLLCI=0.1596, BootULCI=0.8051). In this respect, perceived organizational support mediates the relationship between emotional labor and job performance.
Conclusion: As a result, it was determined that there was a negative and significant relationship between emotional labor and job performance in nurses. It was determined that the support provided by the organization contributed positively to this process. In order to fulfill their duties, nurses imitate situations that they have not experienced themselves as if they have experienced them before, which has an impact on their performance. In other words, wearing masks in service delivery creates negative performance indicators.