Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü

Salih Kuşluvan; Alaattin Başoda; Hediye Kuşluvan

doi:10.17123/atad.vol27iss10005

Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü

Öz

Bu çalışmanın amacı, konaklama işletmelerinde müşterilerle yüz yüze etkileşim halinde bulunan işgörenlerin müşteri odaklılığının işgören devrine etkisini ve müşteri odaklılık ile işgören devri arasında iş tatmininin aracılık rolünü incelemektir. Örnekleme yöntemi olarak amaca göre örnekleme yöntemi tercih edilmiş ve alan araştırmasına Nevşehir ve Konya ilindeki üç, dört ve beş yıldızlı otel işletmelerinin işgörenleri dahil edilmiştir. Anket yoluyla elde edilen verilerle PROCESS yazılımı kullanılarak aracılık analizi yapılmıştır. Araştırma sonucunda, çalışanların müşteri odaklılığının işten ayrılma niyeti üzerinde istatistiki açıdan anlamlı doğrudan bir etkisinin olmadığı, ancak iş tatmini üzerinde anlamlı ve olumlu etkisi olduğu anlaşılmıştır. Ayrıca müşteri odaklılık ile işten ayrılma niyeti arasında iş tatmininin tam aracılık rolü oynadığı ve müşteri odaklılığın işten ayrılma niyetini iş tatmini aracılığı ile etkilediği ve baskıladığı tespit edilmiştir. Bulgular ışığında konaklama işletmesi yöneticilerine çeşitli önerilerde bulunulmuştur.

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Details

Primary Language

Turkish

Subjects

-

Journal Section

-

Authors

Salih Kuşluvan

Alaattin Başoda

Hediye Kuşluvan This is me

Publication Date

June 1, 2016

Submission Date

July 10, 2016

Acceptance Date

-

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Year 2016 Volume: 27 Number: 1

DOI

https://doi.org/10.17123/atad.vol27iss10005

IZ

https://izlik.org/JA34YS92FH

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RIS / Bibtex

APA

Kuşluvan, S., Başoda, A., & Kuşluvan, H. (2016). Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi, 27(1). https://doi.org/10.17123/atad.vol27iss10005

AMA

1.Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016;27(1). doi:10.17123/atad.vol27iss10005

Chicago

Kuşluvan, Salih, Alaattin Başoda, and Hediye Kuşluvan. 2016. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27 (1). https://doi.org/10.17123/atad.vol27iss10005.

EndNote

Kuşluvan S, Başoda A, Kuşluvan H (June 1, 2016) Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi 27 1

IEEE

[1]S. Kuşluvan, A. Başoda, and H. Kuşluvan, “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”, Anatolia: Turizm Araştırmaları Dergisi, vol. 27, no. 1, June 2016, doi: 10.17123/atad.vol27iss10005.

ISNAD

Kuşluvan, Salih - Başoda, Alaattin - Kuşluvan, Hediye. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27/1 (June 1, 2016). https://doi.org/10.17123/atad.vol27iss10005.

JAMA

1.Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016;27. doi:10.17123/atad.vol27iss10005.

MLA

Kuşluvan, Salih, et al. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi, vol. 27, no. 1, June 2016, doi:10.17123/atad.vol27iss10005.

Vancouver

1.Salih Kuşluvan, Alaattin Başoda, Hediye Kuşluvan. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016 Jun. 1;27(1). doi:10.17123/atad.vol27iss10005

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