Örgütsel Destek Algısının Hizmet Kalitesine Etkisinde Personel Güçlendirmenin Aracılık Rolü: Konaklama İşletmeleri Üzerine Bir Araştırma

Araştırmada algılanan örgütsel desteğin hizmet kalitesine etkisinde personel güçlendirmenin aracılık rolünün belirlenmesi amaçlanmıştır. Alt amaçları ise örgütsel destek algısının hizmet kalitesi üzerindeki etkisini, personel güçlendirmenin hizmet kalitesi üzerindeki etkisini ve örgütsel destek algısının personel güçlendirme üzerindeki etkisini belirlemektir. Araştırmanın evrenini, 2018 yılında Antalya’daki 5 yıldızlı konaklama işletmelerindeki çalışanlar oluşturmaktadır. Araştırmanın örneklemini, evreni temsil edecek sayıda ulaşılan çalışanlar oluşturmaktadır. Nicel açıdan betimsel araştırma modelinden faydalanılan araştırmada, kolayda örnekleme yöntemi ile Şubat-Nisan 2018 tarihleri arasında toplanan 447 anket verisi analiz edilmiştir. İlgili verilerin analizi sonucunda, algılanan örgütsel desteğin hizmet kalitesine etkisinde personel güçlendirmenin kısmi aracılık etkisi olduğu belirlenmiştir. Araştırmanın alt amaçlarına ilişkin analizler sonucunda, örgütsel desteğin ve personel güçlendirmenin hizmet kalitesi üzerinde etkisi olduğu; örgütsel destek algısının personel güçlendirme algısı üzerinde etkisi olduğu tespit edilmiştir.

The Mediating Role of Empowering Personnel in the Effect of Organizational Support Perception on Service Quality: A Study on Hospitality Businesses

In the research, it was aimed to determine the mediating effect of personnal empowerment in the relationship between organizational support perception and service quality; and secondary objectives are to determine the effect of perceived organizational support on service quality, the effect of personnel empowerment on service quality and the effect of perceived organizational support on personnel empowerment.The research universe consists of the employees who work in 5-star hospitality enterprises of Antalya in 2018. The sample of the research is the employees whose number is representative of the universe. In the research that utilized the descriptive research model in terms of quantitative, the data of 447 questionnaires collected between February and April 2018 by being used simple sampling method were analyzed. As a result of the research, it was determined that a partial mediation effect of the personnel empowerment exists in the relationship between the perceived organizational support and service quality.As a result of the analysis regarding the secondary objectives of the research, it was found that both perceived organizational support and personnel empowerment affect service quality and perceived organizational support affects empowerment

PDF

___

Al-Ababneh, M. M. (2017). Service Quality in The Hospitality Industry. Journal of Tourism & Hospitality, 6(1) [Online] https://www.researchgate.net/publication/316881857_Service_Quality_in_the_Hospitality_Indu stry [Erişim Tarihi: 27.11.2017].
Alpar, R. (2017). Uygulamalı çok değşkenli istatistiksel yöntemler. (5.Basım). Ankara:Detay Yatıncılık
Baron, R. M. and Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations, Journal of Personality and Social Psychology, 51(6): 1173-1182.
Baumgartner, J. (2014). Benefits of Employee Empowerment for Service Quality and Job Satisfaction in The Hospitality Industry. Degree of Doctor, Modul Vienna University.
Bayram, N. (2009). Sosyal Bilimlerde Spss ile Veri Analizi. İstanbul: Ezgi Kitabevi.
Chandrupatla, T. R. (2009). Quality and Reliability In Engineering. United States of America: Cambridge University Press.
Chiu L. H. and Henry, L.L. (1990). Development and Validation of The Mathematics Anxiety Sacle For Children. Measurement and Evaluation In Counseling and Development, 23(3): 121-127.
Chow, I. H., Lo, T. W., Sha, Z. and Hong, J. (2006). The Impact of Developmental Experience, Empowerment, and Organizational Support on Catering Service Staff Performance. Hospitality Management, 25(3): 478–495.
Dimitriades, Z. S. and Maroudas, T. S. (2007). Demographic Predictors of Service Satisfaction in Greek Public Organizations, Measuring Business Excellence, 11(2): 32-43. Eisenberger, R., Huntington, R., Hutchison, S. and Sowa, D. (1986). Perceived Organizational Support. Journal of Applied Psycology, 71(3): 500–507.
Ertaş, Ç. ve Unur, K. (2018). Kültürel Değerlerin Örgütsel Adalet Algısına Etkisi: Otel Çalışanları Örneği, Yönetim ve Ekonomi Araştırmaları Dergisi, 16(1): 206-239.
Garg, S. and Dhar, R. L. (2014). Effects of Stress, LMX and Perceived Organizational Support on Service Quality: Mediating Effects of Organizational Commitment, Journal of Hospitality and Tourism Management, 21: 64-75.
Gerstner, C. R. and Day, D. V. (1997). Meta – Analytic Review of Leader Member Exchange Theory: Correlates And Construct Issues.Journal of Applied Psychology, 82(6): 827-844.
Grönroos, C. (2001). Service Management and Marketing: A Customer Relationship Management Approach. (2.Basım), England: John Wiley.
Ivanovic, S. and Blazevic, M. (2009). Human Resource Management in The Hospitality Industry.Tourism and Hospitality Management, 15(1): 107-116.
Kalaycı, Ş. (2014). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. (6.Basım), Ankara:Asil.
Karasar, N. (2014). Bilimsel Araştırma Yöntemi. Ankara: Nobel Akademik Yayıncılık.
Karavardar, G. (2014). Perceived Organizational Support, Psychological Empowerement, Organizational Citizen Behavior, Job Performance and Job Embeddedness: A Research on The Fast Food Industry in İstanbul, Turkey, 9(4): 131-139.
Kaya, Z., Taşdemir, Ş., Akbaşlı, S., Şahin, M., Altın, M., Yağcı, M., Doğan, O., İslam, Y., Kayış, A.,
Nacar, D., Sayın, N. ve Ünver, M. (2013). Araştırma Yöntemleri ve Teknikleri, (Edit. Zeki Kaya ve Mehmet Şahin), Konya:Eğitim Yayınevi.
Kraimer, M. L. and Wayne, S. J. (2004). An Examination of Perceived Organizational Support As A Multidimensional Construct in The Context of An Expatriate Assignment. Journal of Management, 30(2): 209–237.
Larkin, M. E., Cierpial, C. L., Stack, J. M., Morrison, V. J. and Griffith, C. A. (2008). Empowerment theory in action: the wisdom of collaborative governance. Online Journal Of Issues In Nursing, 13(2)
[Online] http://web.a.ebscohost.com/ehost/detail/detail?vid=2&sid=cd6319ec-3f7a-4e7f-9570- 524f5e3fec52%40sessionmgr4006&bdata=Jmxhbmc9dHImc2l0ZT1laG9zdC1saXZl#db=a9h&AN =37180519 [Erişim Tarihi: 17.12.2017].
Lord, J. and Hutchison, P. (1993). The process of Empowerment: Implications for Theory and Practice. Canadian Journal of Community Mental Health, 12(1): 5-22.
Malhotra, N. and A. Mukherjee, (2004), .The Relative Influence of Organizational Commitment and Job Satisfaction on Service Quality of Customer Contact Employees in Banking Call Centers. Journal of Services Marketing, 18(3): 162-174.
Munhurrun, P. R.,Naidoo, P. and Bhiwajee, S. D. (2010). Measuring Service Quality: Perceptions of Employees. Global Journal of Business Research, 4(1): 47-58.
Moorman, R. H. (1991). Relationship Between Organizational Justice and Organizational Citizenship Behaviors: Do Fairness Perceptions Influence Employee Citizenship?. Journal of Applied Psychology, 76(6): 845-855.
O’Brien, J. L. (2010). Structural Empowerment, Psychological Empowerment and Burnout in Registered Staff Nurses Working in Outpatient Dialysis Centers. Degree of Doctor, The State University of New Jersey.
Özbek, M. F. ve Kosa G. (2010). Duygusal Bağlılık, Örgütsel Destek, Üst Yönetim Desteği ve Personel Güçlendirmenin Hizmet Kalitesi üzerindeki Etkisi: Kırgızistan’da Banka İşgörenler Üzerinde Bir Uygulama. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 34:189-212.
Parasuraman, A.,Zeithaml, V. A. and Berry, L. L. (1985). A Conceptual Model of Service Quality And Its İmplications for Future Research. Journal of Marketing, 49: 41-50.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988). Serqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1): 12-40.
Ramos, A. O. and Ales, Y. B. (2014). Empowering Employees: Structural Empowerment As Antecedent of Job Satisfaction in University Settings. Psychological Thought, 7(1): 28–36.
Regan, V. J. (1963). The Service Revolation. Journal of Marketing, 27(3): 57-62.
Saltürk, M. (2008). Yönetim Başarısı ve Kişilik. İstanbul: Toplumsal Dönüşüm Yayınları.
Samat, N., Ramayah, T. and Saad, N. M. (2006). TQM Practices, Service Quality, and Market Orientation Some Empirical Evidence From A Developing Country, Management Research News, 29(11): 713-728.
Seng, N. L. and Arumugan, T. (2017). Financial Reward and Motivation Toward Employee Job Performance in The Hospitality Industry in Klang Valley. Electronic Journal of Business & Management, 2(1): 51-60.
Singh, A. K. and Singh, A. P. (2010). Role of Stress and Organizational Support in Predicting Organizational Citizenship Behavior. The IUP Journal of Organizational Behavior, 9(4): 7-25.
Spreitzer, G.M. (1995). Psychological Empowerment in The Workplace: Dimensions, Measurement, Andvalidation. The Academy of Management Journal, 38(5): 1442-1465.
Spreitzer, G.M. (1995). Social structure characteristics of psychological empowerement. Academy of Management Journal, 39(2): 483-504.
Ural, A.ve Kılıç, İ. (2006). Bilimsel Araştırma Süreci ve Spss İle Veri Analizi. (2. Basım), Ankara: Detay Yayıncılık.
Wu, H. C. and Ko,Y. J. (2013). Assessment of Service Quality in The Hotel Industry. Journal of Quality Assurance In Hospitality & Tourism, 14: 218 – 244.
Zincirkıran, M., Yalçınsoy, A. ve Işık, M. (2016). Yönetici Desteği İle İş Memnuniyeti Arasındaki İlişkinin İncelenmesi. [Online] https://www.researchgate.net/publication/310753516_Yonetici_Destegi_Ile_Is_Memnuniyeti_Ar asindaki_Iliskinin_Incelenmesi [Erişim Tarihi: 30.01.2018].