Boshra Hejraty NAMIN, Hüseyin ARASLI, Hasan Evrim ARICI

139

DO CUSTOMER AND COWORKER INCIVILITY MODERATE THE EFFECT OF POLYCHRONICITY ON JOB PERFORMANCE? EVIDENCE FROM HOTEL FRONTLINE EMPLOYEES IN NORTH CYPRUS

Bu çalışma otel çalışanları arasında polikronisitenin iş performansı üzerine etkisini ve iki temel sosyal stres kaynaklarından olan müşteri ve çalışan kaba davranışlarının otel çalışanlarının polikronisitesi ve iş performansları arasındaki ilişki üzerine düzenleyici (moderatör) etkisini araştırmaktadır. Bu amaçla Kuzey Kıbrıs Türk Cumhuriyetinde faaliyet gösteren 4 ve 5 yıldızlı otellerde çalışan 295 personelden anket formu yardımıyla veri toplanmıştır. Araştırma bulguları polikronisitenin çalışanları yüksek performans göstermeye teşvik ettiğini gösterirken, müşterilerin kaba davranışlarının çalışan iş performansı üzerine olumsuz bir etkisi olduğu ve çalışanların polikronisite ve iş performansı arasındaki ilişkiyi düzenlediği görülmektedir. Diğer bir ifadeyle, müşteri kaba davranışlarının artması çalışanların polikronisite ve iş performansı ilişkisini azaltmaktadır. Diğer taraftan, istatistiki bulgulara göre, çalışan kaba davranışının iş performansı üzerine bir etkiye sahip olmadığı ve çalışanların polikronisitesi ve iş performansı arasındaki ilişkiyi düzenlemediği görülmektedir. Araştırmanın teorik ve pratik uygulamaları ile sınırlılıklarına çalışmanın sonuç bölümünde yer verilmiştir.

POLİKRONİSİTE İLE İŞ PERFORMANSI ARASINDAKİ İLİŞKİ ÜZERİNE MÜŞTERİ VE ÇALIŞAN KABA DAVRANIŞLARININ DÜZENLEYİCİ (MODERATOR) ETKİSİ VAR MIDIR? KKTC OTELCİLİK SEKTÖRÜ ÜZERİNE BİR ARAŞTIRMA

The present paper tests a model that investigates the effect of polychronicity on job performance among hotel frontline employees; concurrently, customer incivility and coworker incivility -two important social stressors- are considered as moderators in the relationship between employees' polychronicity and job performance. Data collection is done among frontline employees in the four and five-star hotels in Northern Cyprus. The results indicate that polychronicity encourages higher employees' job performance. However, the effect of customer incivility on job performance is negative and significant and the moderating effect of customer incivility in the relationship between polychronicity and job performance is supported. That is to say high customer incivility lessens the positive relationship between polychronicity and job performance. Coworker incivility did not affect job performance and failed to moderate the relationship between polychronicity and job performance. Further, managerial implications and guidance for future research are specified.
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Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi-Cover
  • Yayın Aralığı: Yılda 3 Sayı
  • Yayıncı: Ankara Hacı Bayram Veli Üniversitesi İktisadi ve İdari Bilimler Fakültesi
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