Teknostres ve İş Geriliminin Hizmet İnovasyon Davranışına Etkisi: Esnek Çalışma Düzenlemelerinin Aracılık Rolü

Örgütlerde aşırı iş yükü, teknolojik gelişmelere uyum sağlayamama, teknolojiye aşırı maruz kalma ve teknolojinin yoğun kullanımı gibi çeşitli sebeplerle işgörenler teknostrese ve iş gerilimine maruz kalmaktadır. Birey veya örgütün yeni, farklı, gelişmiş ürün ve hizmetleri geliştirmeye yönelik çabaları olarak ifade edilen hizmet inovasyon davranışı teknostres ve iş geriliminden olumsuz etkilenebilir. Esnek çalışma düzenlemeleri ise söz konusu olumsuzluklara ilişkin bir çözüm olabilir. Bu çalışmanın temel amacı, teknostres ve iş geriliminin hizmet inovasyon davranışına etkisinde esnek çalışma düzenlemelerinin aracılık rolünü tespit etmektir. Çalışmada nicel analiz yöntemi kullanılmaktadır. Çalışmanın örneklemini Kırıkkale ilindeki bir çağrı merkezinin işgörenleri oluşturmaktadır (n= 396). Çalışmadan elde edilen en önemli bulguya göre, esnek çalışma düzenlemelerinin, teknostresin hizmet inovasyon davranışına etkisinde ve iş geriliminin hizmet inovasyon davranışına etkisinde aracı etkiye sahip olduğu belirlenmiştir. Ayrıca teknostres ve iş geriliminin esnek çalışma düzenlemelerini pozitif, hizmet inovasyon davranışını negatif yönde; esnek çalışma düzenlemelerinin ise hizmet inovasyon davranışını pozitif yönde etkilediği tespit edilmiştir. Çalışmanın çağrı merkezi yöneticilerine ve literatüre katkıda bulunma niteliği taşıdığı düşünülmektedir.

The Effect of Technostress and Job Tension on Service Innovation Behavior: The Mediating Role of Flexible Working Arrangements

Employees are exposed to technostress and job tension due to various reasons such as excessive workload in organizations, inability to adapt to technological developments, overexposure to technology and intensive use of technology. Service innovation behavior, which is expressed as the efforts of an individual or organization to develop new, different, advanced products and services, can be negatively affected by technostress and job tension. Flexible working arrangements can be a solution to these problems. The main purpose of this study is to determine the mediating role of flexible working arrangements in the effect of technostress and job tension on service innovation behavior. Quantitative analysis method is used in the study. The sample of the study consists of the employees of a call center in Kırıkkale (n= 396). As a result of the study, technostress and job tension; flexible working arrangements with technostress; flexible working arrangements with job tension; it is seen that there are positive relations between flexible working arrangements and service innovation behavior. On the other hand, service innovation behavior with technostress; negative relationships were determined between job tension and service innovation behavior. In addition, according to the most important finding obtained from the study, it was determined that flexible working arrangements had a mediating effect on the effect of technostress on service innovation behavior and on the effect of job tension on service innovation behavior.

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