Talk: “Collectivism and Emotional Labor: A Comparison of Turkish and U.S. Service Employees,” Dr. Carnot Nelson, University of South Florida, A-130, 12:40PM November 7 (EN)

Dear Colleagues and Students,

You are kindly invited to follow the series of colloquia organized by the Psychology Department.

The 1st talk of this term will be presented by Dr. Carnot Nelson (former chair of the psychology department at Bilkent University and Professor Emeritus of Psychology Department at University of South Florida)

The title of his talk is “Collectivism and Emotional Labor: A Comparison of Turkish and U.S. Service Employees”

Emotional labor is defined as a process by which employees manage their emotions to meet organizationally mandated emotional display rules, or norms concerning appropriate emotional reactions in specified situations. The present study investigated the relationship between emotional labor strategies and employee strain across Turkish (N=249) and U.S. (N=191) customer service employees, and examined the moderating impacts of country and individual level collectivism. Deep acting demonstrated similar patterns of relationships across samples, being negatively associated with emotional strain and turnover intentions, and positively related to job satisfaction and affective commitment. In the U.S., surface acting was positively related to emotional strain and turnover intentions, and negatively associated with job satisfaction and organizational affective commitment. However, in Turkey, there was no relationship between surface acting and employee strain. Moderation analyses indicated that country membership moderated the relationships between surface acting with emotional strain, job satisfaction and affective commitment. Further analysis indicated that country and individual-level collectivism interacted to moderate the relationship between surface acting with affective commitment for Turkish employees, such that those with high individual-level collectivism in Turkey reported weaker relationships between surface acting and affective commitment. Current and future research will be discussed.

Date: Monday, November 07
Time: 12:40 p.m.
Place: A-130 (FEASS Blg. First floor)