Otel İşletmelerinde İşgörenlerin Olumlu Sosyal Davranışlarının Hizmet Kalitesi Üzerine Etkisi: Nevşehir Örneği

Bu çalışmanın amacı, otel çalışanlarının olumlu sosyal davranış düzeylerini belirlemek ve otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarının hizmet kalitesi üzerindeki etkisini ortaya koymaktır. Bu amaçla otel işletmelerinde olumlu sosyal davranışların hizmet kalitesi üzerindeki etkisini belirlemek için bir model önerilmiş ve bu model çoklu regresyon analizi ile test edilmiştir. Otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarını ve hizmet kalitesini ölçmek için daha önce geliştirilen ölçekler kullanılmıştır. Örnekleme yöntemi olarak yargısal örnekleme yöntemi tercih edilmiş ve alan araştırması kapsamına Nevşehir ilindeki dört ve beş yıldızlı otel çalışanları dahil edilmiştir. Veriler, dört ve beş yıldızlı otel işletmelerinde çalışan işgörenlere uygulanan anket tekniği ile toplanmıştır. Araştırma sonucunda otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarının yüksek olduğu tespit edilmiştir. Ayrıca, olumlu sosyal davranışların hizmet kalitesi üzerinde belirleyici bir etkisi olduğu ortaya çıkmıştır.ABSTRACTThe purpose of this study is to determine the level of prosocial behaviors of hotel employees and to investigate the impact of prosocial behaviors of hotel employees on service quality. In line with the purpose of the study, a causal model consisting of prosocial behavior as independent variable and service quality as dependent variable was offered and the model was tested with multiple regression analysis. Previously developed scales were employed in order to measure prosocial behaviors and service quality. Purposive sampling was used and four and five star hotels’ employees in Nevşehir were included in the field research. Data were gathered from hotel employees with the help of a questionnaire. As a result of the research hotel business employees’ prosocial behaviors were found to be high. In addition, prosocial behaviors were found to have a decisive impact on the service quality.

Anahtar Kelimeler:

Olumlu sosyal davranışlar, Hizmet kalitesi, İşgörenler, Otel işletmeleri, Nevşehir

-

The purpose of this study is to determine the level of prosocial behaviors of hotel employees and to investigate the impact of prosocial behaviors of hotel employees on service quality. In line with the purpose of the study, a causal model consisting of prosocial behavior as independent variable and service quality as dependent variable was offered and the model was tested with multiple regression analysis. Previously developed scales were employed in order to measure prosocial behaviors and service quality. Purposive sampling was used and four and five star hotels’ employees in Nevşehir were included in the field research. Data were gathered from hotel employees with the help of a questionnaire. As a result of the research hotel business employees’ prosocial behaviors were found to be high. In addition, prosocial behaviors were found to have a decisive impact on the service quality

Keywords:

Prosocial behaviors, Service quality, Employees, Hotel businesses, Nevşehir,

PDF

___

Arıkan, R. (1995). Araştırma Teknikleri ve Rapor Yazma. Ankara: Tutibay Ltd. Şti.
Baruch Y., Ocreevy, M. F., Hind, P. ve Gadot, E. V. (2004). Prosocial Behavior and ]ob Performance: Does The Need for Control and The Need for Achievement Make Difference?, Social Behavior and Personality, 32 (4): 399-412.
cm 25 Sayı Güz 2014 209
Otel İşletmelerinde İşgörenlerin Olumlu Sosyal Davranışlarının Hizmet Kalitesi Üzerine Etkisi: Nevşehir Örneği
Bellou V. ve Andronikidis, A. (2008). The Impact of Internal Service Quality on Customer Service Behaviour: Evidence from The Banking Sector, International journal of Quality Reliability Management, 25 (9): 943-954.
Bernard, H. R. (2000). Social Research Methods. Londra: Sage Publications.
Bettencourt, L. A. ve Brown, S. W. (1997). Contact Employees: Relationships Among Workplace Fairness, job Satisfaction and Prosocial Service Behaviors, journal of Retailing, 73 (1): 39-61.
Bitner, M. ]., Booms, B. H. ve Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents, journal of Marketing, 54 (1): 71-84.
Brief, A. P. ve Motowidlo, S. I. (1986). Prosocial Organizational Behaviors, The Academy ofManagement Review, 11 (4): 710-725.
Chebat, ]. C. ve Kollias, P. (2000). The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations, International journal of Service Research, (1): 66-81.
Chebat, ]. C., Babin, B. ve Kollias, P. (2002). What Makes Contact Emloyees Perform? Reactions to Employee Perception of Managerial Practices, International journal of Bank Marke— ting, 20 (7): 325-332.
Eren, D. (2007). Örgütsel Hizmet Odaklılığın İşletme Performansı Uzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama (Yayımlanmamış Doktora Tezi). Erciyes Üniversitesi, Kayseri.
Green, S. B., Salkind, N. I. ve Akey, T. M. (1997). Using SPSS for Windows: Analysing and Understanding Data. Englewood Clils NJ: Prentice-Hall.
Hair, I. F., Anderson, R. E., Tahtam, R. L. ve Black, W. C. (1998). Multivariate Data Analysis. New jersey: Prentice-Hall International, Inc.
Hartline, M. D. ve Ferrell, O. C. (1996). The Management of Customer-Contact Service Employees: An Emprical Investigation, journal of Marketing, 60 (4): 52-70.
210 Anatolia: Turizm Araştırmaları Dergisi
Hoffmann, M. L. (1982). Development of Prosocial Motivation: Empathy and Guilt, İçinde The Development of Prosocial Behavior, N. Eisenberg (Editör), ss. 281- 313, New York: Academic Press,
İslamoğlu, A. H. (2009). Sosyal Bilimlerde Araştirma Yöntemleri. İzmit: Beta.
]udd, C.M., Smith, E.R. ve Kidder, L.H. (1991). Research methods in social relations. Forth Worth: Hartcourt Brace jovanovich
Kelley, S. W. ve Hoffman, K. D. (1997). An Investigation of Positive Affect, Prosocial Behaviors and Service Quality, jour— nal of Retailing, 73 (3): 407-427.
Lee Y. K., Nam, ]. H., Park, D. H. ve Lee, K. A. (2006). What Factors Influence Customer Oriented Prosocial Behavior of Customer Contact Employees?, journal of Services Marke— ting, 20 (4): 251-264.
Nakip, M. (2003). Pazarlama Araştırmaları. Ankara: Seçkin Yayıncılık.
Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). Servqual: Multiple—Item Scale for Measuring Consumer Perceptions of Service Quality, journal of Retailing, 64 (1): 13-17.
Pelled, L. H., Cummings, T. G. ve Kizilos, M. A. (2000). The Influence of Organizational Demography on Customer—Oriented Prosocial Behaviour: An Exploratory Investigation, journal of Business Research, 47: 209-216.
Peterson, R. A.(1994). meta—analysis of cronbach’s coefficient alpha, journal of Consumer Research, 21, 381-391.
Robson, C. (2002). Real Wold Research. Oxford: Blackwell.
Tsaur, S. H. ve Lin, Y. C. (2004). Promoting Service Quality in Tourist Hotels: The Role of HRM Practices and Service Behavior, Tourism Management, 25 (4): 471-481.
Yoon, M. H. ve Suh, ]. (2003). Organizational Citizenship Behaviors and Service Quality as External Effectiveness of Contact Employees, journal Business Research, 56 (8): 597-611.