The Moderator Effect of Communicative Rational Action in the Relationship between Emotional Labor and Job Satisfaction

Abstract

The aim of this study was to determine whether emotional labor behavior has an effect on job satisfaction, and if there is an effect, to reveal whether communicative rational action has a moderator effect. This research was carried out in the banking sector. The sample group consisted of administrators of foreign capital bank managers (427) at all levels in Turkey. The collected data were analyzed with the IBM SPSS 21 program. Multiple regression analysis and SPSS PROCESS v3.5 (model1) methods were used in the analysis. According to the analysis, the three sub-dimensions of communicative rational action (practical-rational action, rational communication, and rational action) have a moderator role in the effect of emotional labor and job satisfaction. The other two sub dimensions (value–rational–action and firm family) do not have a moderator role in this effect. In the analysis made according to the total score of communicative rational action, the moderator role of communicative rational action in the effect of emotional labor and job satisfaction was determined. As a result of the research and analysis, it was determined that emotional labor has a positive effect on the phenomenon of job satisfaction.