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

Year 2016, Volume: 27 Issue: 1, 0 - 0, 01.06.2016

Salih Kuşluvan , Alaattin Başoda , Hediye Kuşluvan

https://doi.org/10.17123/atad.vol27iss10005
Cited By: 2

Abstract

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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Year 2016, Volume: 27 Issue: 1, 0 - 0, 01.06.2016

Salih Kuşluvan , Alaattin Başoda , Hediye Kuşluvan

https://doi.org/10.17123/atad.vol27iss10005
Cited By: 2

Abstract

References

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  • AlBattat, A.R.S ve Som, A.P.M. (2013). Employee Dissatisfaction And Turnover Crises in The Malaysian Hospitality Industry, International Journal Of Business and Management, 5: 62-71.
  • Alexandrov, A., Babakuş, E. ve Yavaş, U. (2007). The Effects Of Perceived Management Concern For Frontline Employees And Customers On Turnover Intentions: Moderating Role of Employment Status, Journal of Service Research, 9 (4): 356—371.
  • Babakuş, E. ve Yavaş, U. (2012). Customer Orientation as a Buffer Against Job Burnout, The Service Industries Journal, 32 (1): 5–16.
  • Babakuş, E., Yavaş, U. ve Ashill, N. J. (2009). The Role Of Customer Orientation As A Moderator Of The Job Demand-Burnout-Performance Relationship: A SurfaceLevel Trait Perspective, Journal of Retailing, 8 (4): 480-492.
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  • Bernard, H. R. (2000). Social Research Methods. Londra: Sage Yayınları.
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  • Brach, S., Walsh, G., Hennig-Thurau, T. ve Groth, M. (2013). A Dyadic Model of Customer Orientation: Mediation and Moderation Effects, British Journal of Management. DOI: 10.1111/1467-8551.12049.
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There are 119 citations in total.

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Journal Section Articles
Authors

Salih Kuşluvan

Alaattin Başoda

Hediye Kuşluvan This is me

Publication Date June 1, 2016
Published in Issue Year 2016 Volume: 27 Issue: 1

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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 Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. June 2016;27(1). doi:10.17123/atad.vol27iss10005
Chicago Kuşluvan, Salih, Alaattin Başoda, and Hediye Kuşluvan. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27, no. 1 (June 2016). 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 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, 2016, doi: 10.17123/atad.vol27iss10005.
ISNAD Kuşluvan, Salih et al. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27/1 (June 2016). https://doi.org/10.17123/atad.vol27iss10005.
JAMA 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, 2016, doi:10.17123/atad.vol27iss10005.
Vancouver 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).

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