DUYGUSAL EMEK KAVRAMI ve DUYGUSAL EMEĞİN TAKIM BAŞARISI ÜZERİNDEKİ ETKİLERİ: BİLİŞİM SEKTÖRÜ ÇALIŞANLARI ÜZERİNDE BİR UYGULAMA

Abstract

In this paper, the consequences of emotional labor behaviors, that Information Technologies (IT) industry employees perform, on both individual outcomes and team success is examined. The paper consists of three parts: In the first part, team concept, team work and the differences between group and team are described in a detailed way. In the following second part, definition and components of IT and properties are explained, and the importance, the growth, current status and the importance of teamwork in the IT industry are mentioned. In the third part, emotion concept is described in a detailed manner and information is put forward about the definition, growth and approaches of emotional labor. For the implementation of our research, semi structured interviews are conducted on the employees of an IT firm which operates in the banking industry. 16 IT employees selected by random sampling method, participate the interview which has six questions. The results of the interviews with the team members indicate that emotional labor levels of employees in the IT sector is related to both individual and team performance. Theoretical and managerial implications of our findings are discussed.