Abstract:

Prepared clothing business is a place where the relationship with the customer is intense within the service sector. Employees in these types of, while striving to meet the customer’s needs, on the other hand, have to manage their horizontal and vertical relationships within the business. The development of employees’ emotional work behavior in a positive direction by providing the controller will lead employees to voluntarily and more than their tasks without anticipation, to ensure their commitments to the business and to the job, to trust the environment within the business, to increase work satisfaction, and with it to rise to the highest levels of work motivation and thus to improve the quality of work life. The creation of human resource management policies, in particular in service enterprises, taking into account the emotions and social conditions of people, will contribute to the tendency of staff to demonstrate organizational citizenship behavior. In the study, the employees of the ready-made clothing company, which is a widespread store network in Turkey, were addressed. The aim is to explore the relationship between emotional labour behavior and organizational citizenship behavior by addressing the behavior situations that employees have shown in the context of emotional labour. In addition, differences in dimensions of emotional work and organizational citizenship have been studied according to demographic variables.

Abstract:

Garment enterprises are a place where customer relations are experienced intensely within the service sector. Within the scope of garment retail sales services, controlling the emotional labor behaviors of the employees and developing them positively will enable the employees to perform more than their duties voluntarily and without expecting anything in return, to ensure their commitment to the business and the work, to trust the environment within the business, to increase job satisfaction and to increase motivation towards work levels and thus the increase in the quality of working life. Especially in service businesses, the formation of human resources management policies by taking into account the emotions and social situations of people may contribute to the tendency of the personnel to exhibit organizational citizenship behavior. In the study, the garment company employees have dealt with a widespread network of stores in Turkey. The aim of this study is to examine the behavioral situations of employees in the context of emotional labor and to examine the relationship between emotional labor behaviors and organizational citizenship behaviors. In addition, differences in the dimensions of emotional labor and organizational citizenship according to demographic variables were examined.

Keywords: