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Algılanan Örgütsel Adaletin Örgütsel Vatandaşlık Davranışı Üzerindeki Etkisi: Otel Çalışanları Üzerine Bir Araştırma

Amaç – Turizm sektöründe en fazla çalışanın görev aldığı ve müşteri ile ilişkilerin yoğun olduğu otel işletmelerinde, çalışanların sergiledikleri davranışlar müşteri tatmini açısından oldukça önemlidir. Çalışanların görev tanımlarının ötesindeki davranışları sergilemelerini içeren örgütsel vatandaşlık davranışları da işletmelerin hizmet performansını önemli ölçüde etkilemektedir. Örgütsel vatandaşlık davranışı, her ne kadar karşılık beklenmeksizin gerçekleştirilen davranışları içerse de çalışma ortamının, çalışanları fazladan gönüllü davranış sergilemeye yöneltmesi gereklidir. Bu kapsamda çalışanlar tarafından algılanan örgütsel adalet, örgütsel vatandaşlık davranışına yön verebilecek nitelik taşımaktadır. Bu araştırmanın amacı, otel çalışanlarının algıladıkları örgütsel adaletin örgütsel vatandaşlık davranışları üzerindeki etkisini belirleyebilmektir. Yöntem – Nicel yöntem benimsenen bu araştırmada veriler Antalya’nın Kemer bölgesindeki beş yıldızlı otel işletmelerinde çalışan 452 kişiye anket uygulanarak elde edilmiştir. Uygulanan anket örgütsel adalet ölçeği, örgütsel vatandaşlık davranışı ölçeği ve demografik bilgilerden oluşmaktadır. Elde edilen veriler korelasyon ve regresyon analizleri ile test edilmiştir. Bulgular – Yapılan analizler sonucunda, algılanan örgütsel adaletin örgütsel vatandaşlık davranışları üzerinde anlamlı etkisi olduğu tespit edilmiştir. Buna göre çalışanların örgütsel vatandaşlık davranışlarındaki değişimlerin %23’ünün örgütsel adaletten kaynaklandığı; örgütsel adaletin boyutlarına göre değerlendirildiğinde ise otel çalışanlarının örgütsel vatandaşlık davranışlarına en fazla yön veren adalet boyutunun etkileşim adaleti boyutu olduğu ortaya konulmuştur. Tartışma – Otel çalışanlarının algıladıkları örgütsel adaletin, örgütsel vatandaşlık davranışı üzerinde anlamlı bir etkisinin tespit edildiği bu araştırma, ilgili alanyazında daha önceden yapılan araştırmalarla tutarlılık göstermektedir. Ayrıca söz konusu etki, eşitlik ve sosyal değişim teorileri ile açıklanabilmektedir. Otel çalışanlarına yönelik adil uygulamaların örgütsel vatandaşlık davranışını olumlu yönde arttırdığı sonucu, otel yöneticilerinin işletme performansını artırmak için adil uygulamalara önem vermeleri gerektiğini ortaya koymaktadır.

The Effect of Perceived Organizational Justice on Organizational Citizenship Behavıor: A Research on Hotel Employees

Purpose – In the hotel business where the highest number of employees is involved in the tourism sector and the relations with the customer are intense, the behaviors of the employees are very important in terms of customer satisfaction. Organizational citizenship behaviors, which include the behavior of employees beyond their job descriptions, significantly affect the service performance of the enterprises. Organizational citizenship behavior, although it includes the behaviors performed without anticipation, organizational circumstances should lead the employees to exhibit extra voluntary behavior. In this context, the organizational justice perceived by the employees may lead to organizational citizenship behavior. The purpose of this study is to determine the impact of the perceived organizational justice on the organizational citizenship behaviors of hotel employees. Design/methodology/approach – In this study, the quantitative method was used and the data were obtained by applying a questionnaire to 452 people working in five star hotels in Kemer, Antalya. The questionnaire consisted of organizational justice scale, organizational citizenship behavior scale and demographic information. The obtained data were tested by correlation and regression analysis. Results – As a result of the analysis, it was found that organizational justice had a significant effect on organizational citizenship behaviors. According to this, 23% of the employees' organizational citizenship behaviors are caused by organizational justice. When evaluated according to the dimensions of organizational justice, it was revealed that the justice dimension which has the strongest effect on the organizational citizenship behaviors of hotel employees is the interaction justice. Discussion – This study, in which a significant effect of the organizational justice perceived by the hotel employees on organizational citizenship behavior is determined, is consistent with the previous studies in the relevant literature. This effect can also be explained by the Equality and Social Change theories. The fact that fair practices for hotel employees positively increase the behavior of organizational citizenship reveals that hotel managers should pay attention to fair practices to improve business performance.
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İşletme Araştırmaları Dergisi-Cover
  • ISSN: 1309-0712
  • Yayın Aralığı: Yılda 4 Sayı
  • Başlangıç: 2009
  • Yayıncı: Melih Topaloğlu
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