Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki

Bu çalışmanın temel amacı çağrı merkezi çalışanlarının örgütsel etik iklim algıları, yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişkinin araştırılmasıdır. Araştırma Iğdır ilinde faaliyet gösteren özel bir çağrı merkezinde gerçekleştirilmiştir. Nicel araştırma yöntemlerinden online anket yöntemiyle 196 çağrı merkezi çalışanından veriler elde edilmiştir. Verilerin analizinde SPSS.25 ve YEM AMOS.20 programlarından faydalanılırmıştır. Araştırmada kullanılan ölçeklerin güvenirliği için Cronbach Alpha ve Yapısal Güvenirlik analizlerinden, geçerliliği için doğrulayıcı faktör analizlerinden yararlanılmıştır. Demografik özellikler ile değişkenler arasında anlamlı farklılıkların olup olmadığını tespit etmek amacıyla varyans, örgütsel etik iklim algısının yenilikçi iş davranışı ve psikolojik güvenlik algısı değişkenlerinin aralarındaki ilişkiyi tespit etmek amacıyla korelasyon analizlerinden yararlanılmıştır. Araştırmada örgütsel etik iklimi algısı ile psikolojik güvenlik algısı arasında anlamlı ve yüksek, örgütsel etik iklimi algısı ile yenilikçi iş davranışı ile arasında anlamlı ve orta kuvvette, psikolojik güvenlik algısı ile yenilikçi iş davranışı arasında anlamlı ve orta kuvvette bir ilişki olduğu sonucuna ulaşılmıştır. Ayrıca yapılan farklılık analizleri sonucunda cinsiyet değişkeni ile yenilikçi iş davranışı ve psikolojik güvenlik algısı, çalıştığı departman ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı, kıdem ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı ve eğitim durumu ile örgütsel etik iklimi algısı arasına anlamlı farklıklar olduğu tespit edilmiştir.

Anahtar Kelimeler:

Örgütsel Etik İklim, Psikolojik Güvenlik Algısı, Yenilikçi İş Davranışı, Perception of Organizational Ethical Climate, Perception of Psychological Safety, Innovative Business Behavior

The relationship between the organizational ethical climate perception of call center employees and innovative business behavior and psychological safety perceptions

The main purpose of this study is to investigate the relationship between the organizational ethical climate perceptions, innovative work behavior and psychological safety perceptions of call center employees. The research was carried out in a private call center operating in the province of Iğdır. Data were obtained from 196 call center employees by online survey method, one of the quantitative research methods. SPSS.25 and YEM AMOS.20 programs were used in the analysis of the data. Cronbach Alpha and Structural Reliability analyzes were used for the reliability of the scales used in the research, and confirmatory factor analyzes were used for the validity. Correlation analyzes were used to determine the relationship between variance, organizational ethical climate perception, innovative work behavior and psychological security perception variables in order to determine whether there are significant differences between demographic characteristics and variables. In the study, it was concluded that there is a significant and high relationship between organizational ethical climate perception and psychological security perception, a significant and moderate relationship between organizational ethical climate perception and innovative work behavior, and a significant and moderate relationship between psychological security perception and innovative work behavior. In addition, as a result of the difference analysis, it was found that there were significant differences between gender variable and innovative work behavior and perception of psychological security, psychological safety perception and organizational ethical climate perception with the department, seniority and psychological security perception and organizational ethical climate perception, and educational status and organizational ethical climate perception. detected.

Keywords:

Perception of Organizational Ethical Climate, Perception of Psychological Safety, Innovative Business Behavior,

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