Otel İşletmeleri İçin Yetkinlik Ölçüm Aracı: Çok Safhalı Tekli Karma Yöntem

Year 2025, Volume: 36 Issue: 1, 34 - 54

Demet Ceylan , Beykan Çizel

Abstract

Otel işletmelerinde hizmet üretiminin temel bileşeni olan çalışanın yetkinliklerinin geliştirilmesi, hizmet kalitesini ve müşteri memnuniyetini artırma potansiyeline sahiptir. Türkiye’nin kitle turizmi merkezi olan Antalya kentinde otel yöneticileri ile yapılan görüşmeler sonucunda, özellikle pandemi sonrası otelcilik sektöründe meydana gelen değişiklikler nedeniyle, teorik bir modele dayanan bir yetkinlik ölçüm aracının, insan kaynakları yöneticileri ile iş birliği yaparak oluşturulmasının faydalı olacağı belirlenmiştir. Bu karma yöntem araştırmasında ilk aşamada DeVellis (2017) ölçek geliştirme süreci ile toplam on iki madde ve dört boyuttan oluşan yetkinlik ölçüm aracı geliştirilmiştir. İkinci aşamada ise çok kriterli karar verme yöntemlerinden DEMATEL yöntemi kullanılarak ölçeğin yetkinlik boyutlarının birbirine etkisi ve düzeyi belirlenmiştir. Kullanılan araştırma tasarımı, yetkinlik ölçümüyle ilgili daha derinlemesine analizlerin yapılmasına katkı sağlamaktadır. Sonuçlar yetkinliğin profesyonel bilgi beceri boyutunun diğer boyutları etkileyen en önemli boyut olduğunu göstermektedir. Mesleki yetkinlikler, ilişki yönetimi ve kişisel yetkinlik boyutları, profesyonel bilgi beceri boyutundan etkilenmektedir. Geliştirilen ölçüm aracı öncelikle kitle turizminde faaliyet gösteren otel işletmeleri başta olmak üzere, zaman içerisinde değişen yetkinlik ihtiyaçlarının ölçümü ve izlenmesi için faydalı bir analitik araç olabilir. Ayrıca, bu çalışma araştırmacıların ölçüm aracı geliştirme sürecinde yöneylem araştırmasını dahil ederek ölçme ve değerleme sürecinin katkısını nasıl artıracakları konusunda değerli içgörüler sunabilir.

Keywords

İnsan Kaynakları, Otel, Ölçüm Aracı, Yetkinlik, Dematel, Karma Yöntem Araştırması

Ethical Statement

Bu çalışmanın, özgün bir çalışma olduğunu; çalışmanın hazırlık, veri toplama, analiz ve bilgilerin sunumu olmak üzere tüm aşamalarından bilimsel etik ilke ve kurallarına uygun davrandığımı; bu çalışma kapsamında elde edilmeyen tüm veri ve bilgiler için kaynak gösterdiğimi ve bu kaynaklara kaynakçada yer verdiğimi; kullanılan verilerde herhangi bir değişiklik yapmadığımı, çalışmanın Committee on Publication Ethics (COPE)' in tüm şartlarını ve koşullarını kabul ederek etik görev ve sorumluluklara riayet ettiğimi beyan ederim. Herhangi bir zamanda, çalışmayla ilgili yaptığım bu beyana aykırı bir durumun saptanması durumunda, ortaya çıkacak tüm ahlaki ve hukuki sonuçlara razı olduğumu bildiririm.

Thanks

İNKAY'a (İnsan Kaynakları Yöneticileri Derneği) veri toplama sürecindeki destekleri için teşekkür ederiz.

Competency Measurement Tool for Hotels: Multiphase Single Mixed Research

Abstract

The development of employee competencies, which is the basic component of service production in hotel businesses, has the potential to increase service quality and customer satisfaction. As a result of interviews with hotel managers in Antalya, which is the center of mass tourism in Turkey it was determined that it would be useful to develop a competency measurement tool based on a theoretical model in cooperation with human resources managers, especially due to the changes in the hotel sector after the pandemic. In this mixed method research, in the first stage, a competency measurement tool consisting of a total of twelve items and four dimensions was developed with the DeVellis (2017) scale development process. In the second stage, the DEMATEL method, one of the multi-criteria decision-making methods, was used to determine the effect and level of the scale’s competency dimensions on each other. The research design used contributes to more in-depth analyses on competency measurement. The results show that the professional knowledge and skill dimension of competency is the most important dimension affecting the other dimensions. Professional competencies, relationship management and personal competency dimensions are affected by the professional knowledge and skill dimension. The developed measurement tool can be a useful analytical tool for measuring and monitoring the changing competency needs over time, especially in hotel businesses operating in mass tourism. In addition, this study can provide valuable insights on how researchers can increase the contribution of the measurement and evaluation process by including operations research in the measurement tool development process

References

• Agut, S. ve Grau, R. (2002). Managerial Competency Needs And Training Requests: The Case of The Spanish Tourist Industry, Human Resources Development Quarterly, 13 (1): 31–52. Doi:10.1002/Hrdq.1012.
• Andrades, L. Ve Dimanche, F. (2017). Destination Competitiveness in Russia: Tourism Professionals’ Skills And Competences, International Journal of Contemporary Hospitality Management, 31 (2): 910-930. Doi:10.1108/Ijchm-11-2017-0769.
• Ashley, R. A., Bach, S. A., Chesser, J. W., Ellis, E. T., Ford, R. C., Lebruto, S. M., Milman, A., Pizam, A., Quain, W. J. (1995). A Customer-Based Approach to Hospitality Education, Cornell Hotel And Restaurant Administration Quarterly, 36(4): 74– 79.
• Avcı, N. (2015). Otel İşletmelerinde Yönetici Yetkinliklerinin Analizi: İzmir Örneği, Turizm Araştırmaları Dergisi, 26 (1): 7-16.
• Aybek, G. ve Karakaş, H. (2022). Use The Silver Bullet on The Right Beast: A Guide on Usage of Pls-Sem In Tourism And Gastronomy Studies, Advances in Hospitality And Tourism Research, 2, 327-336.
• Baum, T. (1990). Competencies for Hotel Management: Industry Expectations of Education, International Journal of Contemporary Hospitality Management, 24: 13–16.
• Baum, T. (1991). Management Trainees in The Hotel Industry: What Do Danagers Expect? Journal of European Industrial Training, 152: 3–8.
• Bayraktar, O. (2018). Çalışan Yetkinliklerine Kavramsal bir Yaklaşım, İstanbul Ticaret Üniversitesi Sosyal Bilimler Dergisi, 17(33): 301-314
• Bharwani, S. ve Talib, P. (2017). Competencies of Hotel General Managers: A Conceptual Framework, International Journal of Contemporary Hospitality Management, 291: 393–418. Doi:10.1108/Ijchm-09-2015-0448
• Boyatzis, R. E. (1982). The Competent Manager: A Model for Effective Performance. New York: John Wiley and Sons.
• Bagozzi, (1980) Salespeople and Their Managers: An Exploratory Study of Some Similarities and Differences, Sloan Management Review, 21(Winter): 15-26.
• Breiter, D. ve Clements, C. J. (1995). Hospitality Management Curricula for The 21St Century, Hospitality And Tourism Educator, 8(1): 57–60.
• Büyüköztürk, Ş. (2020). Sosyal Bilimler için Veri Analizi El Kitabı, Ankara: Pegem Akademi.
• Büyüköztürk, Ş., Çakmak, K. E., Akgün, E. Ö., Karadeniz, Ş. ve Demirel, F. (2012). Bilimsel Araştırma Yöntemleri, Ankara: Pegem Akademi.
• Chung-Herrera, B., Enz, C. ve Lankau, M. (2003). Grooming Future Hospitality Leaders: A Competencies Model, Cornell Hotel And Restaurant Administration Quarterly, 44 (3): 17–26.
• Çizel, B., Anafarta, N. ve Sarvan, F. (2007). An Analysis of Managerial Competency Needs in The Tourism Sector: The Case of Turkey, Tourism Review, 62 (2): 14–22. Doi:10.1108/16605370780000310.
• Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2021). Sosyal Bilimler için Çok Değişkenli İstatistik Spss ve Lisrel Uygulamaları, Ankara: Pegem Akademi.
• Creswell, J. W. (2012). Educational Research Planning, Conducting And Evaluating Quantitative And Qualitative Research, Boston, MA: Pearson Education Inc.
• Creswell, J. W. ve Plano Clark, V. L. (2011). Designing And Conducting Mixed Methods Research, Thousand Oaks, CA: Sage.
• Creswell, J. W. ve Clark, V. L. P. (2017). Designing And Conducting Mixed Methods Research. Sage Publications.
• Crocker, L. ve Algina, J. (1986). Introduction to Classical And Modern Test Theory. New York: Holt, Rinehart And Winston, Inc.
• Dash, G. ve Paul, J. (2021). Cb-Sem Vs Pls-Sem Methods for Research in Social Sciences And Technology Forecasting, Technological Forecasting And Social Change, 173, 121092. Doi:10.1016/J.Techfore.2021.121092.
• Davis, P., Naughton, J. ve Rothwell, W. (2004). New Roles And New Competencies for The Profession, Training And Development Journal, 58(4): 26-36.
• Delamare Le Deist, F. Ve Winterton, J. (2005). What Is Competence?, Human Resource Development International, 8 (1): 27-46.
• Devellis, R. (2003). Scale Development: Theory And Application, New York, Ny: Sage. Devellis, R. F. (2017). Scale Development: Theory And Applications. Thousand Oaks, Ca: Sage.
• Doğan, D. (2019). Smartpls ile Veri Analizi, Ankara: Zet Yayınları.
• Draganidis, F., Mentzas, G. (2006). Competency Based Management: A Review of Systems And Approaches, Information Management and Computer Security, 14 (1): 51-64.
• Falatoonitoosi, E., Leman, Z., Sorooshian, S. ve Salimi, M. (2013). Decision-Making Trial And Evaluation Laboratory, Research Journal of Applied Sciences, Engineering And Technology, 5: 3476–3480. Doi:10.19026/Rjaset.5.4475
• Enz, C.A., Renaghan, L.M. ve Geller, N. (1993). Graduate level education: a survey of stakeholders. Cornell Hotel and Restaurant Administration Quarterly, 34 (4): 90–95.
• Erdoğan, N., (1988). Kariyer Geliştirmede Uzman Sistemlerin Federasyonu ve Bir Örgütsel Yedekleme Modeli, (Basılmamış Doktora Tezi). Sakarya Üniversitesi, Sosyal Bilimler Enstitüsü.
• Fornell, C. ve Larcker, D. F. (1981). Structural Equation Models With Unobservable Variables And Measurement Error: Algebra And Statistics, Journal of Marketing Research, 18(3): 382-388.
• Godbout, A. (2001). Managing Core Competencies: The Impact of Knowledge Management On Human Resources Practices in Leading Edge Organizations, Http://Www,Scoap,Com/Ki/Articles/Godbout/ Godbout05,Htm, Erişim Tarihi: 2 Nisan 2001.
• Hair Jr, J. F., Hult, G. T. M., Ringle, C. ve Sarstedt, M. (2016). A Primer On Partial Least Squares Structural Equation Modeling Pls-Sem, Sage Yayınları.
• Hair, J, F., Hollingsworth, C, L., Randolph, A, B. ve Chong, A, Y, L. (2017). An Updated And Expanded Assessment of Pls-Sem in Information Systems Research, Industrial Management and Data Systems, 117 (3): 442-458. Https://Doi.Org/10.1108/Imds-04-2016-0130
• Hair, J, F., Black, W, C., Babin, B, J. ve Anderson, R, E. (2010). Multivariate Data Analysis. New Jersey: Pearson Prentice Hall.
• Hsu, J, F. ve Gregory, S, R. (1995). Developing Future Hotel Managers in Taiwan: From An Industry Viewpoint, International Journal of Hospitality Management, 14 (3–4): 261–269.
• Hwang, H. ve Takane, Y. (2014). Generalized Structured Component Analysis: A Componentbased Approach to Structural Equation Modelling. New York, Ny: Chapman and Hall.
• Jackson, S, E. ve Schuler, R. S. (2003). Managing Human Resources Through Strategic Partnerships, Mason, Oh: South-Western.
• Kamis, R. A., Saibon, F. A., Yunus, M. B., Rahim, L. M., Herrera, P. ve Montenegro, L. (2020). The Smartpls Analyzes Approach in Validity And Reliability of Graduate Marketability Instrument, Social Psychology of Education, 57 (8): 987–1001.
• Karaoğlan, S. ve Şahin, S. (2016). Dematel Ve Ahp Yöntemleri Ile Işletmelerin Satın Alma Problemine Bütünleşik Bir Yaklaşım: Dslr Kamera Örneği, Journal of Business Research – Turk, 8 (2): 359-375.
• Katz, R. L. (1955). Skills of An Effective Administrator, Harvard Business Review, 33(1): 33-42.
• Kay, C. ve Russette, J. (2000). Hospitality-Management Competencies, Cornell Hotel And Restaurant Administration Quarterly, 41 (2): 52–63. Doi:10.1177/001088040004100217
• Lee, G. ve Beard, D. (1994). Development Centers: Realizing The Potential of Your Employees Through Assessment And Development. London: The Tata-Mc Graw-Hill Training Series.
• Lucia, A, D. ve Lepsinger, R. (1999). The Art And Science of Competency Models, San Francisco, Ca: Jossey-Bass/Pfeiffer.
• Marneros, S., Papageorgiou, G., Efstathiades, A. (2021). Examining the core competencies for success in the hotel industry: the case of Cyprus, Journal of Hospitality, Leisure, Sports and Tourism Education, 28 (2021): 1-13. Doi.org/10.1016/j.jhlste.2021.100303.
• Marrelli, A. F. (1998). An Introduction to Competency Analysis And Modeling, Performance Improvement, 37: 8-17.
• Mcclelland, D. C. (1973). Testing for Competence Rather Than Intelligence, American Psychologist, 28 (1): 1-4.
• Mcclelland, D. C. (1976) A Guide to Job Competency Assessment. Boston, Ma: Mcbear,
• Mcclelland, D. C. (1993). The Concept of Competence, in Spencer, L M And Spencer, S M Eds., Competence At Work, New York: John Wiley and Sons.
• Merdivenci, F. ve Karakaş, H. (2020). Analysis of Factors Affecting Health Tourism Performance Using Fuzzy Dematel Method, Advances in Hospitality And Tourism Research, 8 (2): 371-392.
• Moore, D. R., Cheng, M. I. ve Dainty, A. R. J. (2002). Competence, Competency And Competencies: Performance Assessment in Organizations, Work Study, 51 (6): 314–19.
• Nunnally, J. C. (1978). An Overview of Psychological Measurement, İçinde: Wolman B,B, Eds Clinical Diagnosis of Mental Disorders, ss. 97-146, Boston, Ma: Springer.
• Okeiyl, E., Finley, D. ve Postel, R. T. (1994). Food And Beverage Management Competencies: Educator, Industry And Student Perspectives, Hospitality And Tourism Educator, 6 (4): 37–40.
• Onwuegbuzie, A.J. ve Leech, N.L. (2007). A Call for Qualitative Power Analyses. Qual Quant 4: 105–121.
• Quinn, R. E., Faerman, S. R., Thompson, M. P. ve Mcgrath, M. R. (2003). Becoming A Master Manager: A Competency Framework, New Jersey: John Wiley and Sons Inc.
• Rajadhyaksha, U. (2005). Managerial Competence: Do Technical Capabilities Matter? The Journal for Decision Makers, 30 (2): 47–56. Doi:10.1177/0256090920050204
• Salman, M., Ganie, S, A. ve Saleem, I. (2020). The Concept of Competence: A Thematic Review And Discussion, European Journal of Training And Development, 44 (6/7): 717-742. Doi.Org/10.1108/Ejtd-10-2019-0171.
• Sandwith, P. (1993). A Hierarchy of Management Training Requirements: The Competency Domain Model, Public Personnel Management, 22 (1): 43–62.
• Sarstedt, M., Hair Jr, J. F., Cheah, J. H., Becker, J. M. ve Ringle, C. M. (2019). How to Specify, Estimate, And Validate Higher-Order Constructs in Pls-Sem, Australasian Marketing Journal, 27 (3): 197-211.
• Sarstedt, M., Hair, J,.F., Ringle, C. M., Thiele, K. O. ve Gudergan, S, P. (2016). Estimation Issues With Pls And Cbsem: Where The Bias Lies!, Journal of Business Research, 69 (10): 3998-4010. Doi.Org/10.1016/J.Jbusres.2016.06.007
• Sarstedt, M., Ringle, C. M., Smith, D., Reams, R. ve Hair, J. F. (2014). Partial Least Squares Structural Equation Modeling Pls-Sem): A Useful Tool for Family Business Researchers, Journal of Family Business Strategy, 5(1): 105-115. Doi.Org/10.1016/J.Jfbs.2014.01.002
• Sheng-Li, S., Xiao-Yue, Y., Hu-Chen, L. ve Zhang, P. (2018). Dematel Technique: A Systematic Review of The State-Of-The-Art Literature On Methodologies And Applications, Mathematical Problems in Engineering, 2018: 1-33. Doi.Org/10.1155/2018/3696457
• Spencer, L. M. Jr ve Spencer, S. M. (1993). Competence At Work: Models for Superior Performance. New York, Ny: John Wiley and Sons.
• Stofkova, Z., Sedlakova, I. ve Seemann, P. (2018). The Managerial Competencies of Students of Selected Public University, CBU International Conference on Innovations in Science and Education, March 21-23, 2018, Praque, Czech Republic.
• Taş, R. E. (1988). Teaching Future Managers, Cornell Hotel And Restaurant Administration Quarterly, 29 (2): 41–43.
• Taş, R. E., La Brecque, S. V. ve Clayton, H. R. (1996). Property-Management Competencies for Management Trainees, Cornell Hotel And Restaurant Administration Quarterly, 37: 90–96.
• Temizkan, R. ve Yabancı, O. (2020). Towards Qualified Human Resources in the Hospitality Industry: A Review of the Hospitality Management Competencies. Ege Academic Review, 20(3): 153-165.
• Testa, M, R. ve Sipe, L. (2012). Service-Leadership Competencies for Hospitality And Tourism Management, International Journal of Hospitality Management, 31 (3): 648–658. Doi:10.1016/J.Ijhm.2011.08.009
• Tezbaşaran, A. (2008). Likert Tipi Ölçek Hazırlama Kılavuzu. Ankara: Türk Psikologlar Derneği Yayınları.
• Van Esch, E., Wei, L. Q. ve And Chiang, F. F. (2018). High-Performance Human Resource Practices And Firm Performance: The Mediating Role of Employees’ Competencies And The Moderating Role of Climate for Creativity, The International Journal of Human Resource Management, 29 (10): 1683-1708.
• Wang, J. Z. ve Wang, J. (2009). Issues, Challenges, And Trends Facing The Hospitality Industry, Management Science And Engineering, 3 (4): 53–58.
• Wang, Y. ve Tsai, C. (Simon) (2014). Employability of Hospitality Graduates: Student And Industry Perspectives, Journal of Hospitality and Tourism Education, 26 (3): 125–135. Doi:10.1080/10963758.2014.935221
• White, R. W. (1959). Motivation Reconsidered: The Concept of Competence, Psychological Review, 66 (5): 297-334.
• Woodruffe, C. (1993). What Is Meant By A Competency?, Leadership and Organization Development Journal, 14 (1): 29-36.
• Wu, W. W. ve Lee, Y. T. (2007). Developing Global Managers’ Competencies Using The Fuzzy Dematel Method, Expert Systems With Applications, 32 (2): 499-507.
• Yaşlıoğlu, M. (2017). Sosyal Bilimlerde Faktör Analizi ve Geçerlilik: Keşfedici Ve Doğrulayıcı Faktör Analizlerinin Kullanılması, İstanbul Üniversitesi İşletme Fakültesi Dergisi, 46: 74-85.
• Yıldırım, S., Türkeri B. H., Bilgin, E., Yüksel, Y. ve Akyar, Ö, Y. (2022). Sporda Psikolojik Gereksinimlerin Engellenmesi Ölçeğinin Türkçe’ye Uyarlanması, Spormetre The Journal of Physical Education And Sport Sciences, 20 (2): 78-90.