Abraham, R. (1998). “Emotional Dissonance in Organizations:
Antecedents, Consequences, and Moderators” Genetic,
Social and General Psychology Monographs, 124/2,
229–246.
Abraham, R. (1999). “The Impact of Emotional Dissonance on
Organizational Commitment and Intention to
Turnover”. The Journal of Psychology, 133/4, 441–455.
Ashforth, B. &
Humphrey, R.
(1993). “Emotional Labor in Service Roles: The Infuence
of Identity”. Academy of Management Review, 18,
88–115.
Bain, P.,
Watson, A.,
Mulvey, G.,
Taylor, P. &
Gall, G.
(2002). “Taylorism, Targets and the Pursuit of Quantity
and Quality by Call Centre Management”. New
Technology, Work and Employment, 17/3, 170–185.
Brotheridge, C. M. &
Taylor, I.
(2006). “Cultural Differences in Emotional Labor in
Flight Attendants”. Research on Emotion in
DUYGUSAL EMEĞĐN ĐS MEMNUNĐYETĐNE ETKĐSĐ:
ÇAĞRI MERKEZĐ ÇALISANLARINA YÖNELĐK BĐR ÇALISMA
271
Organizations, 2, 171–196.
Chu, K. H. &
Murrmann, S. K.
(2006). “Development and Validation of the Hospitality
Emotional Labor Scale”. Tourism Management, 27,
1181–1191.
Ekman, P. (1973). Darwin and Facial Expression: A Century of
Research in Review. New York: Academic Press.
Grandey, A. A. (2003). “When “the Show Must Go On”: Surface Acting
and Deep Acting As Determinants of Emotional
Exhaustion and Peer–Rated Service Delivery”. Academy
of Management Journal, 46/1, 86–96.
Gray, B. (2009). “The Emotional Labour of Nursing–Defining
and Managing Emotions in Nursing Work”. Nurse
Education Today, 29, 168–175.
Hackman, J. R., &
Oldham, G. R.
(1975). “Development of the Job Diagnostic Survey”.
Journal of Applied Psychology, 60, 159–170.
Hackman, J. R., &
Oldham, G. R.
(1976). “Motivation Through the Design of Work: Test
of A Theory”. Organizational Behavior and Human
Performance, 16, 250–279.
Harris, L.C. (2002). “The Emotional Labour of Barristers: An
Exploration of Emotional Labour by Status
Professionals”. Journal of Management Studies, 39/4,
553–584.
Hochschild A. (2003). The Managed Heart: Commercialization of
Human Feeling. Berkeley, Ca: University of California
Press.
Holman, D.,
Chissick, C. &
Totterdell, P.
(2002). “The Effects of Performance Monitoring on
Emotional Labor and Well–Being in Call Centers”.
Motivation and Emotion, 26/1, 57–81.
Isenbarger, L. &
Zembylas, M.
(2006). “The Emotional Labour of Caring in Teaching”.
Teaching and Teacher Education, 22, 120–134.
GÖKÇE BASBUĞ – ENGĐN BALLI – ZEYNEP OKTUĞ
272
Judge, T. A.,
Parker, S.,
Colbert, A. E.,
Heller, D. &
Ilies, R.
(2001) “Job Satisfaction: A Cross–Cultural Review”,
Handbook of Industrial, Work and Organizational
Psychology, (Ed: Anderson, N., Önes, D. S., Sinangil, H.
K. & Viswesvaran, C.), Cilt:2, Londra: Sage Publications,
25–53.
Judge, T. A.,
Woolf, E. F. &
Hurst, C.
(2009). “Is Emotional Labor More Difficult For Some
Than For Others? A Multilevel, Experience–Sampling
Study”. Personnel Psychology, 62, 57–88.
Karasek, R. (1979). “Job Demands, Job Decision Latitude, and
Mental Strain: Implications for Job Redsign”.
Administrative Science Quarterly, 24, 285–308.
Keser, A. (2006). “Çağrı Merkezi Çalısanlarında Đs Yükü Düzeyi
ile Đs Doyumu Đliskisinin Arastırılması”. Kocaeli
Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 11/1,
100–119.
Kruml, S. M. &
Gedddes, D.
(2000). “Exploring the Dimensions of Emotional Labor:
The Heart of Hochschild’s Work”. Management
Communication Quarterly, 14/1, 8–49.
Larson, E. B. &
Yao, X.
(2005). “Clinical Empathy as Emotional Labor in The
Patient–Physician Relationship”. The Journal of the
American Medical Association, 293/9, 1100–1106.
Lewig, K. A. &
Dollard, M. F.
(2003). “Emotional Dissonance, Emotional Exhaustion
and Job Satisfaction in Call Centre Workers”. European
Journal of Work and Organizational Psychology, 12/4,
366–392.
Locke, E. A. (1969). “What is job satisfaction?”. Organizational
Behavior and Human Performance, 4, 309–336.
Morris J. A. &
Feldman D. C.
(1996). “The Dimensions, Antecedents, and
Consequences of Emotional Labor”. Academy of
Management Review, 21, 986–1010.
Morris, J. A., & (1997). “Managing Emotions in The Workplace”.
DUYGUSAL EMEĞĐN ĐS MEMNUNĐYETĐNE ETKĐSĐ:
ÇAĞRI MERKEZĐ ÇALISANLARINA YÖNELĐK BĐR ÇALISMA
273
Feldman, D. C. Journal of Managerial Issues, 9(3), 257–274.
Mulholland, K. (2002). “Gender, Emotional Labor, Teamworking in A
Call center”. Personel Review, 31/3, 283–303.
OECD (2008). OECD In Figures 2008. Fransa: OECD
Publications.
Öz, Ü. E. (2007). Duygusal Emek Davranıslarının Çalısanların Đs
Sonuçlarına Etkisi. Đstanbul: Beta Yayınları.
Parlak, Z. &
Isıl Çetin, B.
(2007). “Bilgi Toplumu ve Bilgi Đsçisi Bağlamında Çağrı
Merkezleri: Emek Süreci, Đs ve Đstihdam”. Sosyal
Siyaset Konferansları, 52, 107–134.
Selek Öz, C. &
Man, F.
(2007). Çalısan Bedenin Düsen Son Kalesi: Duygular–Çağrı
Merkezi Çalısanlarının Duygusal Emek Süreçleri. 15.
Yönetim ve Organizasyon Kongresi. 25–27 Mayıs,
Sakarya Üniversitesi, Kartepe.
Seymour, D. (2000). “Emotional Labour: A Comparison Between Fast
Food and Traditional Service Work”. Hospitality
Management, 19, 159–171.
Schaubroeck, J. &
Jones, J.
(2000). “Antecedents of Workplace Emotional Labor
Dimensions and Moderators of Their Effects on Physical
Symptoms”. Journal of Organizational Behavior, 21,
163–183.
Taylor, P. &
Bain, P.
(1999) “‘An Assembly Line in the Head’: Work and
Employee Relations in the Call Centre”. Industrial
Relations Journal, 30/2, 101–117.
Wharton, A. S. (1999). “The Psychological Consequences of Emotional
Labour”. The Annals of The American Academy of
Political and Social Science, 561,158–176.
Yang, F. &
Chang, C.
(2008). “Emotional Labour, Job Satisfaction and
Organizational Commitment Amongst Clinical Nurses:
A Questionnaire Survey”. International Journal of
GÖKÇE BASBUĞ – ENGĐN BALLI – ZEYNEP OKTUĞ
274
Nursing Studies, 45, 879–887.
Zapf, D.,
Isic, A.,
Bechtoldt, M. &
Blau, P.
(2003). “What is Typical for Call Centre Jobs? Job
Characteristics, and Service Interactions in Different
Call Centres”. European Journal of Work and
Organizational Psychology, 12/4, 311–340.
Zapf, D. (2002). “Emotion Work and Psychological Well–Being A
Review of the Literature and Some Conceptual
Considerations”. Human Resource Management
Review, 12, 237–268.
Zapf, D.,
Vogt, C.,
Seifert, C.,
Mertini, H., &
Isic, A.
(1999). “Emotion Work as a Source of Stress: The
Concept and Development of an Instrument”. European
Journal of Work and Organizational Psychology, 8,
371–400.
Zhang, Q. &
Zhu, W.
(2008). “Exploring Emotion in Teaching: Emotional
Labor, Burnout, and Satisfaction in Chinese Higher
Education”. Communication Education, 57/1, 105–122.
Thank you for copying data from http://www.arastirmax.com
