THE EFFECT OF EMOTIONAL LABOR ON WORK PERFORMANCE THROUGH BURNOUT DURING THE COVID-19 PANDEMIC PERIOD: A RESEARCH ON BANK EMPLOYEES

Increasing competition conditions as a requirement of the digital age necessitate customer focus in every sector. Emotional labor is becoming increasingly important, especially in the service sector, where consumption takes place where it produces, in order to create a positive impression on customers and to be a good team worker. Because the emotional labor of employees can lead to positive or negative results in terms of work performance by affecting various factors such as burnout. In this context, the main purpose of the research is to determine the relationship between the emotional labor of bank employees and their burnout levels and performances. For this purpose, the survey technique, which is one of the quantitative research techniques, and the interview technique, which is one of the qualitative research techniques, were used in the research. Survey information obtained from 188 bank employees was analyzed and predicted. Since it helps to examine the subject in more detail, it was supported by the information obtained from 8 bank employees with the qualitative research technique. As a result of the quantitative analysis of the research, it was determined that emotional labor is related to job performance and burnout. Through qualitative analysis, it has been tried to determine which factors have positive and negative effects on emotional labor, burnout and employee performance.