Abstract:

Emotional work is to manage the emotions of employees according to the organizational rules. Employees who are in a relationship with the individual must make an effort to put their emotional reactions in an acceptable form for the organization or to create emotional manifestations compatible with the organization's purposes. For the work aimed at measuring the intention of call center employees to leave the job, the GSM operator call center employee was asked with the 85 employees working in the survey method. For various reasons, 73 researchers were able to use the study. The measurement of the dimensions of emotional work was used by Öz (2007) and by Grandey (1999) and Bratheridge and Lee (1998), adapting to the Turkish, the validity and reliability of the "Emotional Work Behavior Measurement". To measure the intention of leaving the job, the scale of the intention of leaving the job was developed by Cammann and others (1983) and translated to Turkish by Mimaroğlu (2008). The research has found that emotional work behavior has a meaningful relationship between the dimensions of behavior and role and the intention to leave the job. Also, differentiation tests, gender-based t tests, and work experience-based ANOVA tests have found significant differences in dimensions related to emotional work and emotional work. Work satisfaction, according to gender, according to civic situation, has significant differences in business experience.