Hizmet Sektöründe Faaliyet Gösteren İşletmelerin Örgütsel Hizmet Oryantasyon (OHO) Düzeyleri ve Sektörel Karşılama

Bu çalışmada, Lytle ve arkadaşları (1998) tarafından geliştirilen ve SERV*OR olarak adlandırılan ölçek Türkiye'de sınanmıştır. Ayrıca ölçek Antakya'da farklı hizmet dallarında faaliyet gös.teren hizmet işletmeleri üzerine uygulanmış ve bu işletmelerin "Örgütsel Hizmet Oryantasyon" (OHO) düzeyleri ölçülmüştür. Örgütsel Hizmet Oryantasyonu; "hizmet üstünlüğü yaratan ve sunan hizmet davranışlarını desteklemek ve ödüllendirmek için tasarlanan, nispeten devam eden politikalar, uygulamalar ve prosedürlerden oluşan temel bir setin örgütün tümünde benimsenmesidir" şeklinde tanımlanabilir. Araştırmada elde edilen sonuçlar Lytle ve arkadaşlarının elde ettiklerinden farklılık göstermektedir. Bu farkların başında ölçeğin boyut sayısı ve işletmelerin bazı karakteristiklerinin OHO üzerine etkileri gelmektedir.

Organizational Service Orientation (OSO) Level of the Firms Worked in the Service Sector and Sectoral Comparision

In this study is examined the SERV*OR scale which measures the level of Organizational Service-Orientation (OSO) of the service firms and is developed by Lytle, Horn and Mokwa (1998) and applicated to the service firms worked in Antakya, has measured these firms. Organizational Service Orientation is defined as " an organization wide embracement of a basic set of relatively enduring organizational policies, practices and procedures, intended to support and reward service-giving behaviors that create and deliver service excellence". The results which are obtained shows that there are differences between results of studies about number of factors of scale and the effect of the characteristics of firms on the OSO .

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