THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY - MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA

Bu çalışmada, pasif temsilin sembolik temsile dönüşümü ve sembolik temsil ile bireylerin kamu bürokrasisine karşı geliştirdikleri güven, katılım ve meşruiyet tutumları arasındaki ilişkinin ortaya konulması amaçlanmıştır. Kolluk bürokrasisi hakkındaki algı ve tutumlar, Nevşehir ilinde yaşayan vatandaşlar üzerinden belirlenmeye çalışılmıştır. Araştırmanın verileri küme örneklem metoduyla belirlenen 550 kişiden oluşan örneklem kitlesinden anket formuyla derlenmiştir. Araştırmada pasif temsilin sembolik temsile dönüştüğü bulgusuna ulaşılmıştır. Buna ilaveten, sembolik temsil ile kamu bürokrasisine güven, katılım ve meşru görme tutumları arasında istatistiki olarak anlamlı, pozitif yönlü ve güçlü ilişkiler olduğu tespit edilmiştir. Dolayısıyla kolluk kuvvetleri özelinde, kamu kurumlarının meşruiyetinin ve kurumlara olan güvenin arttırılmasında ve toplumsal desteğin sağlanmasında temsili bürokrasi yaklaşımından yararlanılabileceği söylenebilir.

MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA - THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY

In this study, it is aimed to reveal the transformation of passive representation into symbolic representation and the relationship between symbolic representation and the attitudes of trust, participation and legitimacy of individuals towards public bureaucracy. The perceptions and attitudes towards law enforcement bureaucracy have been tried to determine through individuals living in Nevşehir. The data of research have been collected by means of a questionnaire form from 550 individuals who were selected by cluster sampling method. In the research, it has been determined that the passive representation transformed into symbolic representation. In addition, it has been observed that there were statistically significant and positive, strong relationships between symbolic representation and the attitudes of trust, participation and legitimacy toward public bureaucracy. Therefore, it is possible to assert that the representative bureaucracy approach can be used to increase legitimacy and trust toward public authorities and to gain social support as it is in the sample of law enforcement.

___

Allen, H. A., Cohen, M.S. (1980). Client Preference for a Disabled Counselor. Rehabilitation Counseling Bulletin, 23: 165–168.

Andrews, R., Miller, J. K. (2013). Representative Bureaucracy, Gender, and Policing: The Case of Domestic Violence Arrests in England. Public Administration, 91(4): 998-1014.

Andrews, R., Ashworth, R., Meier, K. J. (2014). Representative Bureaucracy and Fire Service Performance. International Public Management Journal, 17(1): 1-24.

Arslan, M. (2019). Temsili Bürokrasi, Gazi Kitabevi, Ankara.

Aşkar, G. (2019). Bürokraside Temsil Sorunu: Temsili Bürokrasi Yaklaşımı, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 59, 95-104.

Bradbury, M., Kellough, J. E. (2011). Representative Bureaucracy: Assessing the Evidence on Active Representation. American Review of Public Administration, 41(2): 157-167.

Chaney, C. K., Saltzstein, G.H. (1998). Democratic Control and Bureaucratic Responsiveness: The Police and Domestic Violence. American Journal of Political Science, 42(3): 745-768.

Conner, T. W. (2016). Representation and Collaboration: Exploring the Role of Shared Identity in the Collaborative Process. Public Administration Review, 76(2): 288-301.

Dauda, B. (1990). Fallacies and Dilemmas: The Theory of Representative Bureaucracy with a Particular Reference to the Nigerian Public service. International Review of Administrative Sciences, 56: 467-495.

Davis, B.C., Livermore, M., Lim, Y. (2011). The Extended Reach of Minority Political Power: The Interaction of Descriptive Representation, Managerial Networking, and Race. Journal of Politics, 73(2): 494-507.

Dovi, S. (2002). Preferable Descriptive Representation: Will Just Any Woman, Black or Latino Do? American Political Science Review, 96(4): 729-743.

Dovi, S. (2007). The Good Representative. Malden, MA; Blackwell Publishing.

Duerst-Lahti, G., Verstegen, D. (1995). Making Something of Absence: The 'Year of the Woman' and Women's Representation." In Georgia Duerst-Lahti and Rita Mae Kelly, eds., Gender Power, Leadership and Governance. Ann Arbor, MI: The University of Michigan Press, pp. 213-238.

Esman, M. J. (1999). Public Administration and Conflict Management in Plural Societies: The Case for Representative Bureaucracy. Public Administration and Development, 19(4): 353-366.

Frederickson, H. G., Smith, K. B. (2002). The Public Administration Theory Primer. Colorado: Westview Press.

Gade, D. M., Wilkins, V. M. (2013). Where did You Serve? Veteran Identity, Representative Bureaucracy and Vocational Rehabilitation. Journal of Public Administration Research and Theory, 23(2): 267-288.

Gravier, M. (2013). Challenging the Enhancing of the EU’s Legitimacy? The Evolution of Representative Bureaucracy in the Commission’s Staff Policies. Journal of Public Administration Research and Theory, 23(4), 817-838.

Griffiths, A. P., Wollheim, R. (1960). How Can One Person Represent Another?. Aristotelian Society Supplementary Volume 34 (1):187-224

Grissom, J. A., Keiser, L. (2011). A Supervisor like Me: Race, Representation, and the Satisfaction and Turnover Decisions of Public Sector Employees. Journal of Policy Analysis and Management, 30(3): 557-580.

Groeneveld, S., Van de Walle, S. (2010). A Contingency Approach to Representative Bureaucracy: Power, Equal Opportunity and Diversity. International Review of Administrative Sciences, 76(2), 1-32.

Hale, M. M., Kelly, R. M. (1989). Gender, Democracy and Representative Bureaucracies. In M. M. Hale & R. M. Kelly (Eds.), Gender, Bureaucracy and Democracy: 18-40, Westport, CT: Greenwood Press.

Hindera, J. J. (1990). Representative Bureaucracy: Are Active and Passive Representation Linked?. Ph.D. dissertation, University of Houston

Hindera, J. J. (1993a). Representative Bureaucracy: Imprimis Evidence of Active Representation in EEOC District Offices. Social Science Quarterly, 74: 95-108.

Hindera, J. J. (1993b). Representative Bureaucracy: Further Evidence of Active Representation in EEOC District Offices. Journal of Public Administration Research and Theory, 3:415-429.

Hong, S. (2017). Does Increasing Ethnic Representativeness Reduce Police Misconduct?. Public Administration Review, 77(2): 195-205.

Keiser, L. R. (2010). Representative Bureaucracy. In Oxford Handbook of American Bureaucracy, edited by Robert F. Durant, 714–37. Oxford, UK: Oxford University Press.

Kelly, R. M. (1998). An Inclusive Democratic Polity, Representative Bureaucracies, and the New Public Management. Public Administration Review, 58(3): 201-208.

Kennedy, B. (2012). Unraveling Representative Bureaucracy: A Systematic Analysis of the Literature. Administration and Society, 46(4): 395-421.

Kernaghan, K. (1978). Representative Bureaucracy: The Canadian Perspective. Canadian Public Administration, 21: 489-512.

Kim, P. S. (1994). A Theoretical Overview of Representative Bureaucracy: Synthesis. International Review of Administrative Sciences, 60(3): 385-397.

Kingsley, J. D. (1944). Representative Bureaucracy: An Interpretation of the British Civil Service. Ohio: The Antioch Press.

Kranz, H. (1975). Thoughts on Group Representativeness: A Reply from Mr. Kranz. Public Administration Review, 35: 123-125.

Krislov, S. J. (1967). The Negro in Federal Employment: The Quest for Equal Opportunity, Minneapolis: University of Minnesota Press.

Krislov, S. J. (1974). Representative Bureaucracy. Englewood Cliffs, NJ: Prentice Hall.

Lamba, M., Tatlısu, İ. M. (2019). Kadın Temsili Boyutuyla Temsili Bürokrasi Yaklaşımı: Türkiye’deki Üniversitelerin Üst Yönetim Organları Üzerine Bir İnceleme: Türk İdare Dergisi, Yıl: 91 Sayı: 488: 375-394.

Levitan, D. M. (1946). The Responsibility of Administrative Officials in a Democratic Society. Political Science Quarterly, 61(4): 562-598.

Lim, H. (2006). Representative Bureaucracy: Rethinking Substantive Effects and Active Representation. Public Administration Review, 66(2): 193-204.

Long, N. E. (1952). Bureaucracy and Constitutionalism. American Political Science Review, 46(3): 808-818.

Mansbridge, J. (1999). Should Blacks Represent Blacks and Women Represent Women? A Contingent ‘Yes’. Journal of Politics, 61(3): 628-657.

Meier, K. J. (1993). Latinos and Representative Bureaucracy: Testing the Thompson and Henderson Hypotheses. Journal of Public Administration Research and Theory, 3: 393-415.

Meier, K. J., Bohte, J. (2001). Structure and Discretion: Missing Links in Representative Bureaucracy. Journal of Public Administration Research and Theory, 11(4): 455-470.

Meier, K. J., Capers, K. J. (2013). Representative Bureaucracy: Four Questions. In The Sage Handbook of Public Administration, eds. B. Guy Peters and Jon Pierre, 420-31. London: SAGE.

Meier, K. J., Hawes, D. P. (2009). Ethnic Conflict in France: A Case for Representative Bureaucracy?. The American Review of Public Administration, 39(3): 269.

Meier, K. J., Nicholson-Crotty, J. (2006). Gender, Representative Bureaucracy, and Law Enforcement: The Case of Sexual Assault. Public Administration Review, 66: 850-860.

Meier, K. J., Stewart, J. (1992). The Impact of Representative Bureaucracies: Educational Systems and Public Policies. American Review of Public Administration, 22: 157-171.

Meier, K. J., Stewart, J., England, R.E. (1989). Race, Class, and Education: The Politics of Second Generation Discrimination. Madison: University of Wisconsin Press

Meier, K. J., Nigro, L. (1976). Representative Bureaucracy and Policy Preferences: A Study in the Attitudes of Federal Executives. Public Administration Review, 36(4): 458-469.

Meier, K. J., Stewart, J. (1991). The Politics of Hispanic Education. Albany: SUNY Press.

Mosher, F. (1968). Democracy and the Public Service. New York: Oxford University Press

Naff, K. C. (2011). Toward a Representative Bureaucracy: Can Gender Make a Difference? In L. D. Whitaker (Ed.), Women in politics: Outsiders or insiders? (Fifth edition, pp. 228–237). Boston, MA: Longman.

Naff, K. C., Capers, K. J. (2014). The Complexity of Descriptive Representation and Bureaucracy: The Case of South Africa. International Public Management Journal, 17(4): 515-539.

Niskanen, W.A. (1971). Bureaucracy and Representative Government. Chicago: Aldine.

Peters, B., Schröter, E., von Maravić, P. (2013). Representative Bureaucracy: Concept, Driving Forces, Strategy. Representative Bureaucracy in Action. Cheltenham: Edward Elgar Publishing, 1-18.

Pitkin, H. (1967). The Concept of Representation. Berkeley: University of California Press

Pitts, D. W., Hicklin, A. K., Dawes, D. P., Melton, E. (2010). What Drives the Implementation of Diversity Management Programs? Evidence from Public Organizations. Journal of Public Administration Research and Theory, 20: 867-886.

Priester, P. E., Azen, R., Speight S., Vera, E. M. (2007). The Impact of Counselor Recovery Status Similarity on Perceptions of Attractiveness with Members of Alcoholics Anonymous: An Exception to the Repulsion Hypothesis. Rehabilitation Counseling Bulletin 51:14

Riccucci, N. M., Saidel, J. R. (1997). The Representatives of State-Level Bureaucratic Leaders: A missing Piece of the Representative Bureaucracy Puzzle. Public Administration Review, 57: 423-431.

Riccucci, N. M., Van Ryzin, G. G. (2017). Representative Bureaucracy: A Lever to Enhance Social Equity, Coproduction, and Democracy. Public Administration Review, 77(1): 21-30.

Riccucci, N. M., Van Ryzin, G. G., Huafang L. (2015). Representative Bureaucracy and the Willingness to Coproduce: An Experimental Study. Public Administration Review, 76(1): 121-130.

Riccucci, N. M., Van Ryzin, G. G., Lavena, C. F. (2014). Representative Bureaucracy in Policing: Does It Increase Perceived Legitimacy?. Journal of Public Administration Research and Theory, 24(3): 1-15.

Roch, C. H., Pitts, D. W., Navarro, I. (2010). Representative Bureaucracy and Policy Tools: Ethnicity, Student Discipline, and Representation in Public Schools. Administration and Society, 42(1): 38-65.

Rosenbloom, D. H., Dolan, J. (2006). La Bureaucratie Représentative. Revue Française D’administration Publique, 118: 251-264.

Rosenbloom, D. H., Featherstonhaugh, J. C. (1977). Passive and Active Representation in the Federal Service: A Comparison of Blacks and Whites. Social Science Quarterly, 57: 873-882.

Saltzstein, G. H. (1979). Representative Bureaucracy and Bureaucratic Responsibility. Administration and Society, 10: 465-475.

Selden, S. C. (1997a). The Promise of Representative Bureaucracy: Diversity and Responsiveness in a Government Agency. Armonk, NY: M. E. Sharpe.

Selden, S. C. (1997b). Representative Bureaucracy: Examining the Linkage between Passive and Active Representation in the Farmers Home Administration. American Review of Public Administration, 27: 22-42.

Stokes-Brown, A.K., Dolan, K. (2010). Race, Gender, and Symbolic Representation: African American Female Candidates as Mobilizing, Journal of Elections, Public Opinion and Parties, Volume 20, 2010 - Issue 4, 473-494.

Subramaniam, V. (1967). Representative Bureaucracy: A Reassessment. American Political Science Review, 61: 1010-1019.

Theobald, N., Haider-Markel, D. (2009). Race, Bureaucracy, and Symbolic Representation: Interactions between Citizens and Police. Journal of Public Administration Research and Theory, 19(2): 409-426.

Thielemann, G. S., Stewart, J. (1996). A Demand Side Perspective on the Importance of Representative Bureaucracy: AIDS, Ethnicity, Gender, and Sexual Orientation. Public Administration Review, 56(2): 168-173.

Thompson, F. J. (1976). Minority Groups in Public Bureaucracies, are Passive and Active Representation Linked?. Administration and Society, 8: 201-226.

Van Riper, P. (1958). History of the United States Civil Service. New York: Harper and Row.

Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi-Cover
  • ISSN: 2149-1658
  • Yayın Aralığı: Yılda 3 Sayı
  • Yayıncı: Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi
Sayıdaki Diğer Makaleler

SHAREHOLDER ACTIVISM AND CORPORATE SOCIAL RESPONSIBILITY IN MALAYSIA - HİSSEDAR AKTİVİZMASI VE MALEZYA'DA KURUMSAL SOSYAL SORUMLULUK

Muhammad Aiman AWALLUDDİN

TÜRKİYE’YE YÖNELİK GÖÇ VE İLTİCA HAREKETLERİ: SURİYELİLER ÖRNEĞİ - MIGRATION AND ASYLUM MOVEMENTS TOWARDS TURKEY: SYRIANS CASE

Oğuzhan ASLANTÜRK

THE EVALUATION OF THE FINANCIAL EFFICIENCIES OF HOSPITALS THROUGH DATA ENVELOPMENT ANALYSIS METHOD IN TERMS OF THEIR TYPE AND GROUP - HASTANELERİN TÜRÜ VE GRUBU AÇISINDAN FİNANSAL ETKİNLİKLERİNİN VZA YÖNTEMİYLE DEĞERLENDİRİLMESİ

Nazan TORUN, Yildiz AYANOĞLU, Murat ATAN

THE EFFECT OF SOLUTION FOCUSED SOCIAL WORK INTERVENTION ON COLLEGE STUDENTS’ HOPELESSNESS AND STRESS LEVELS - ÇÖZÜM ODAKLI SOSYAL HİZMET MÜDAHALESİNİN ÜNİVERSİTE ÖĞRENCİLERİNİN UMUTSUZLUK VE STRES DÜZEYLERİNE ETKİSİ

Melek ZUBAROĞLU YANARDAĞ, Emine ÖZMETE

SOSYAL HİZMET FAALİYET ALANINDA BÖLGESEL UZMANLAŞMADAN IRAKSAMA TESPİT YÖNTEMİ VE TEKİRDAĞ ÖRNEĞİ (2008-2017) - THE METHOD OF DIVERGENCE FROM REGIONAL SPECIFICATION FOR SOCIAL WORK ACTIVITIES WITHOUT ACCOMMODATION: A CASE STUDY FROM TEKIRDAG (2008-2017)

Murat ÇİFTÇİ, Ayşe Nur ÇİFTÇİ

BİREYSEL İNOVASYON YETKİNLİKLERİ ÖLÇÜMLENMESİ: ÖLÇEK UYARLAMA ÇALIŞMASI - MEASUREMENT OF INDIVIDUAL INNOVATION COMPETENCIES: SCALE ADAPTATION STUDY

Ceyda OVACI, Ezgi YILDIRIM SAATÇİ

ERGONOMİK ÇALIŞMA ORTAMI VE VERİMLİLİK İLİŞKİSİ: KARADENİZ TEKNİK ÜNİVERSİTESİ AKADEMİK PERSONELİ ÜZERİNE BİR ARAŞTIRMA - THE RELATIONSHIP BETWEEN ERGONOMIC WORKPLACE AND PRODUCTIVITY: A RESEARCH ON ACADEMIC STAFF OF KARADENİZ TECHNICAL UNIVERSITY

Yaşar BAYRAKTAR, Asiye TÜTÜNCÜ, Ayşenur GÖNÜLAÇAN

SHAREHOLDER ACTIVISM AND CORPORATE SOCIAL RESPONSIBILITY IN MALAYSIA - HİSSEDAR AKTİVİZMASI VE MALEZYA'DA KURUMSAL SOSYAL SORUMLULUK

Muhammad Aiman AWALLUDDİN

THE ROLE OF NONVERBAL COMMUNICATION IN CUSTOMER RELATIONSHIP MANAGEMENT PROCESS: A STUDY ON 5-STAR HOTELS IN TURKEY - MÜŞTERİ İLİŞKİLERİ YÖNETİMİ SÜRECİNDE SÖZSÜZ İLETİŞİMİN ROLÜ: TÜRKİYE'DEKİ 5 YILDIZLI OTELLER ÜZERİNE BİR ÇALIŞMA

Bahar URHAN TORUN, Abdullah KOÇAK

TÜRKİYE’DE DÖVİZ REZERVLERİ VE DÖVİZ KURU ARASINDAKİ ASİMETRİK İLİŞKİ: NARDL YAKLAŞIMI BULGULARI - THE ASYMMETRIC RELATIONSHIP BETWEEN FOREIGN EXCHANGE RESERVES AND EXCHANGE RATE IN TURKEY: EVIDENCE FROM NARDL APPROACH

Hamza ÇEŞTEPE, Erdem GÜDENOĞLU