Algılanan Yönetici Desteğinin Prososyal Hizmet Davranışları Üzerindeki Etkisi: Algılanan İçsellik Statüsünün Aracı Rolü

Yıl 2023, Cilt: 23 Sayı: 3, 701 - 720, 27.09.2023

Bilgen Mete

https://doi.org/10.18037/ausbd.1269045

Öz

Çalışan-örgüt ilişkisi, çalışanların örgütleri ile kurdukları ilişkiyi inceleyen bir yapıdır. Bu yapı, sosyal değişim teorisini temel alır ve çalışanların, örgütten aldıkları faydaya olumlu şekilde karşılık vereceğini öngörür. Bu araştırmanın amacı, sosyal değişim teorisi temelinde otel işletmeleri çalışanlarının yöneticilerinden aldıkları desteğin karşılığını prososyal davranış göstererek verip vermeyeceklerinin belirlenmesidir. Bu süreçte bu ilişkiye, algılanan içsellik statüsünün aracılık edeceği öne sürülmüştür. Özellikle hizmet kalitesinin algılanmasında büyük öneme sahip olan prososyal hizmet davranışlarının öncüllerinin belirlenmesi açısından, araştırma sonuçlarının önem taşıdığı düşünülmektedir. Araştırma yöntemi olarak ilişkisel analiz yaklaşımı seçilmiş ve veriler, Rize ilinde hizmet veren otel işletmelerinde görev yapan 138 çalışandan elde edilmiştir. Veri toplama aracı olarak; Eisenberger ve diğerleri (1986), Bettencourt ve Brown (1997) ve Stamper ve Masterson (2002) tarafından geliştirilen ölçeklerden yararlanılarak oluşturulan anket kullanılmıştır. Algılanan yönetici desteğinin ve algılanan içsellik statüsünün, prososyal hizmet davranışı üzerindeki direkt etkileri ve algılanan içsellik statüsünün aracılık etkisi Process makrosu ile analiz edilmiştir. Elde edilen bulgular, algılanan yönetici desteğinin ve algılanan içsellik statüsünün prososyal hizmet davranışını artırdığını ve algılanan içsellik statüsünün aracılık etkisini kanıtlamıştır.

Anahtar Kelimeler

Algılanan Yönetici Desteği, Prososyal Hizmet Davranışları, Algılanan İçsellik Statüsü, Sosyal Değişim Teorisi

The Effect of Perceived Supervisor Support on Prosocial Service Behaviors: The Mediator Role of Perceived Insider Status

Öz

The employee-organization relationship (EOR) is a construct that examines the relationship of employees with their organizations. This construct is based on the theory of social exchange and predicts that employees will respond positively to the inducements they receive from their organization. The purpose of this research is to determine whether hotel employees will respond to the support they receive from their supervisors by showing prosocial service behavior on the base of social exchange theory. In this process, it has been suggested that the perceived insider status will mediate this relationship. The study is important especially in terms of determining the antecedents of prosocial service behaviors, which are of great importance in the perception of service quality in hotels. The relational analysis approach was chosen as the research method and the data were collected from 138 employees working in the hotels operating in the province of Rize by a questionnaire. The data were analyzed with Process macro to determine the direct effects of supervisor support and perceived insider status on prosocial service behavior and the mediating effect of perceived insider status. The findings provided evidence that supervisor support and perceived insider status increase prosocial service behavior and the mediating effect of perceived insider status.

Anahtar Kelimeler

Supervisor Support, Prosocial Service Behaviors, Perceived Insider Status, Social Exchange Theory

Kaynakça

• Ackfeldt, A. L. ve Wong, V. (2006). The antecedents of prosocial service behaviors: an empirical ınvestigation. The Service Industries Journal, 26(7), 727-745. doi: 10.1080/02642060600898237
• Baron, R. M. ve 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. doi: 10.1037//0022-3514.51.6.1173
• Bellou, V. ve Andronikidis, A. (2008). The impact of internal service quality on customer service behaviour evidence from the banking sector. International Journal of Quality & Reliability Management, 25(9), 943-954. doi: 10.1108/02656710810908098
• Bettencourt, L. A. ve Brown, S. W. (1997). Contact employees: relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39-61. doi: 10.1016/S0022-4359(97)90014-2
• Bhanthumnavin, D. (2000). Importance of supervisory social support and its ımplications for HRD in Thailand. Psychology and Developing Societies, 155-166. doi: 10.1177/097133360001200203
• Bhanthumnavin, D. (2003). Perceived social support from supervisor and group members’ psychological and situational characteristics as predictors of subordinate performance in Thai work units. Human Resource Development Quarterly, 14(1), 79-97. doi: 10.1002/hrdq.1051
• Biçkes, D. M., Yılmaz, C. ve Erdem, B. (2019). Psikolojik sahiplenme ile müşteri odaklı davranışlar arasındaki ilişkide örgüt temelli özsaygının aracılık etkisi. International Social Sciences Studies Journal, 5(48), 6114-6126. doi: 10.26449/sssj.1802
• Bitner, M. J., Booms, B. H. ve Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable ıncidents. Journal of Marketing, 54, 71-84. doi: 10.2307/1252174
• Blau, P. M. (1964). Exchange and power in social life. New York: John Wiley and Sons.
• Brief, A. P. ve Motowidlo, S. J. (1986). Prosocial organizational behaviors. The Academy of Management Review, 11(4), 710-725. doi: 10.2307/258391
• Buonocore, F., Metallo, C. ve Salvatore, D. (2009). Behavioral consequences of job insecurity and perceived insider status for contingent workers. System Congress, 1-29. Erişim adresi: https://www.assioa.it/wp-content/uploads/2009-11.pdf
• Chen, C. C. ve Chiu, S. F. (2008). An integrative model linking supervisor support and organizational citizenship behavior. Journal of Business and Psychology, 23, 1-10. doi: 10.1007/s10869-008-9084-y
• Chen, Z. X. ve Aryee, S. (2007). Delegation and employee work outcomes: an examination of the cultural context of mediating processes in China. Academy of Management Journal. Erişim adresi: https://www.jstor.org/stable/20159849
• Cheng, C. C., Chen, C. T., Hsu, F. S. ve Hu, H. Y. (2012). Enhancing service quality ımprovement strategies of fine-dining restaurants: new ınsights from ıntegrating a two-phase decision-making model of IPGA and DEMATEL analysis. International Journal of Hospitality Management, 31(4), 1155-1166. doi: 10.1016/j.ijhm.2012.02.003
• Chu, C. I., Lee, M. S.ve Hsu, H. M. (2006). The impact of social support and job stress on public health nurses' organizational citizenship behaviors in rural Taiwan. Public Health Nursing, 23(6), 496-505. doi: 10.1111/j.1525-1446.2006.00599.x
• Chu, K. H. L. ve Murrmann, S. K. (2006). Development and validation of the hospitality emotional labor scale. Tourism Management, 27, 1181-1191. doi: 10.1016/j.tourman.2005.12.011
• Cohen, J. (1977). Statistical power analysis for the behavioral sciences. New York: Academic Press.
• Coyle-Shapiro, J. A. M. ve Shore, L. M. (2007). The employee-organization relationship: Where do we go from here? Human Resource Management Review, 17, 166-179. doi: 10.1016/j.hrmr.2007.03.008
• Cramer, D. ve Howitt, D. (2004). The sage dictionary of statistics. Londra: Sage Publications.
• Çakal, M. ve Özdemir, Y. (2016). Acil sağlık hizmetleri çalışanlarının algılanan aidiyet durumları. Vizyoner Dergisi, 7(14), 105-118. doi: 10.21076/vizyoner.245980
• Çalışkan, A., Turunç, Ö. ve Akkoç, İ. (2014). How does organizational culture affect the innovative behaviours? The mediating role of perceived insider status. International Journal of Innovation and Learning, 16(2), 151-172. doi: 10.1504/IJIL.2014.064364
• Dai, L. ve Chen, Y. (2015). A systematic review of perceived insider status. Journal of Human Resource and Sustainability Studies, 3, 66-72. doi: 10.4236/jhrss.2015.32010
• Dovidio, J. F., Piliavin, J. A., Schroeder, D. A. ve Penner, L. A. (2006). The social psychology of prosocial behavior. London: Lawrence Erlbaum Associates.
• Eisenberger, R., Huntington, R., Hutchison, S. ve Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. Erişim adresi: https://psycnet.apa.org/buy/2010-19901-002
• Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L. ve Rhoades, L. (2002). Perceived supervisor support: contributions to perceived organizational support and employee retention. Journal of Applied Psychology, 87(3), 565-573. doi: 10.1037//0021-9010.87.4.698
• Farmer, S. M., Dyne, L. V. ve Kamdar, D. (2015). The contextualized self: How team-member exchange leads to coworker identification and helping OCB. Journal of Applied Psychology, 100(2), 583-595. doi: 10.1037/a0037660
• Gecas, V. (1982). The self-concept. Annual Review of(8), 1-33. doi: 10.1146/annurev.so.08.080182.000245
• Gillis, T. L. (2017). Employee-organization relationship. C. R. Scottve L. Lewis (Dü) içinde, The international encyclopedia of organizational communication. John Wiley & Sons.
• Graham, J. W. (1991). An essay on organizational citizenship behavior. Employee Responsibilities and Rights Journal, 4(1), 249-270. Erişim adresi: https://motamem.org/wp-content/uploads/2020/02/An-essay-on-organizational-citizenship-behavior.pdf
• Hartline, M. D. ve Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60, 52-70. doi: 10.1177/0022242996060004
• Hayes, A. F. (2018). Introduction to mediation, moderation, and conditional process analysis. New York: Guilford Press.
• Haynie, J. J., Varma, V. ve Ragland, E. (2022). Daily supervisor support, engagement and prosocial behavior: How turnover intentions reduce the resources to pay it forward. Journal of Managerial Psychology, 37(6), 575-590. doi: 10.1108/JMP-04-2021-0255
• Hui, C., Lee, C. ve Wang, H. (2015). Organizational inducements and employee citizenship behavior: The mediating role of perceived insider status and the moderating role of collectivism. Human Resource Management, 54(3), 439-456. doi: 10.1002/hrm.21620
• Jin, Y., Cheng, L., Li, Y. ve Wang, Y. (2021). Role stress and prosocial service behavior of hotel employees: A moderated mediation model of job satisfaction and social support. Frontiers in Psychology. doi: 10.3389/fpsyg.2021.698027
• Kang, H. J., Kim, W. G., Choi, H. M. ve Li , Y. (2020). How to fuel employees' prosocial behavior in the hotel service encounter. International Journal of Hospitality Management, 84, 1-10. doi: 10.1016/j.ijhm.2019.102333
• Karabulut , G., Bilgin, M. H., Demir, E. ve Doker, A. C. (2020). How pandemics affect tourism: International evidence. Annals of Tourism Research(84), 1-5. doi: 10.1016/j.annals.2020.102991
• Karamustafa, K. (2018). Hizmet kavramı ve otel işletmelerinde hizmet çeşitleri. K. Karamustafa, D. A. Gürelve M. A. Kozak (Dü.) içinde, Hizmet tasarımı (s. 2-30). Eskişehir: Anadolu Üniversitesi.
• Katz, D. (1964). The motivational basis of organizational behavior. Behavioral Science, 9, 131-146. doi: 10.1002/bs.3830090206
• Kelley, S. W. ve Hoffman, K. D. (1997). An investigation of positive affect, prosocial behaviors and service quality. Journal of Retailing, 73(3), 407-427. doi: 10.1016/S0022-4359(97)90025-7
• Kim, H. ve Qu, H. (2020). The mediating roles of gratitude and obligation to link employees' social exchange relationships and prosocial behavior. International Journal of Contemporary Hospitality Management, 32(2), 644-664. doi: 10.1108/IJCHM-04-2019-0373
• Kim, W. G. ve Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel ındustry. Hospitality Management, 21, 321-338. doi: 10.1016/S0278-4319(02)00011-7
• Lapalme, M. E., Stamper, C. L., Simard, G. ve Tremblay, M. (2009). Bringing the outside in: can "external" workers experience ınsider status? Journal of Organizational Behavior, 30, 919-940. doi: 10.1002/job.597
• Lee, Y. K., Nam, J. H., Park, D. H. ve Lee, K. A. (2006). What factors ınfluence customer-oriented prosocial behavior of customer-contact employees? Journal of Services Marketing, 20(4), 251-264. doi: 10.1108/08876040610674599
• Luthans, F. (2002). Positive organizational behavior: Developing and managing psychological strengths. Academy of Management Executive, 57-72. doi: 10.5465/AME.2002.6640181
• Luthans, F., Youssef, C. M. ve Avolio, B. J. (2007). Psychological capital: developing the human competitive edge . New York: Oxford University Press. doi: 10.1093/acprof:oso/9780195187526.001.0001
• MacKinnon, D. P., Lockwood, C. M. ve Williams, J. (2004). Confidence limits for the ındirect effect: distribution of the product and resampling methods. Multivariate Behavioral Research, 39(1), 99-128. doi: 10.1207/s15327906mbr3901_4
• Malhotra, N. ve Ackfeldt, A. L. (2016). Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms. Journal of Business Research, 69(10), 4132-4139. doi: 10.1016/j.jbusres.2016.03.038
• Masterson, S. S. ve Stamper, C. L. (2003). Perceived organizational membership: An aggregate framework representing the employee-organization relationship. Journal of Organizational Behavior, 24, 473-490. doi: 1002/job.20.203
• Masterson, S. S., Lewis, K., Goldman, B. M. ve Taylor, M. S. (2000). Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. Academy of Management Journal, 43(4), 738-748. doi: 10.2307/1556364
• McMillan, D. W. ve Chavis, D. M. (1986). Sense of community: a definition and theory. Journal of Community Psychology, 14, 6-23. doi: 10.1002/1520-6629(198601)14:1<6::AID-JCOP2290140103>3.0.CO;2-I
• Netemeyer, R., Boles, J., McKee, D. ve McMurrian, R. (1997). An investigation into the antecedents of organizational citizenship behaviors in a personal selling context. Journal of Marketing, 61(3), 85-98. doi: 10.2307/1251791
• Özdevecioğlu, M. ve Balcı, F. İ. (2011). Algılanan içsellik statüsünün örgütsel vatandaşlık davranışı üzerindeki etkisi. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi(37), 41-64. Erişim adresi: https://dergipark.org.tr/tr/download/article-file/66572
• Özkara, Z. U., Taş, A. ve Aydıntan, B. (2022). The relationships among supervisor support, affective commitment, and altruistic behavior. İşletme Araştırmaları Dergisi, 14(1), 788-801. doi: 10.20491/isarder.2022.1410
• Pekdemir, I., Koçoğlu, M. ve Gürkan, G. Ç. (2013). Birey-örgüt uyumunun açıkça konuşma davranışı üzerindeki etkisinde algılanan yönetici desteğinin aracılık rolü: MBA öğrencilerine yönelik bir araştırma. İstanbul Üniversitesi İşletme Fakültesi İşletme İktisadı Enstitüsü Yönetim Dergisi, 24(75), 83-104. Erişim adresi: https://dergipark.org.tr/tr/download/article-file/98074
• Pimpakorn, N. ve Patterson, P. G. (2010). Customer-oriented behavior of front-line service employees: The need to be both willing and able. Australasian Marketing Journal, 18, 57-65. doi: 10.1016/j.ausmj.2010.02.004
• Rhoades, L. ve Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87(4), 698-714. doi: 10.1037/0021-9010.87.4.698
• Rize İl Kültür ve Turizm Müdürlüğü. (2022). Eylül 10, 2022 tarihinde https://rize.ktb.gov.tr/TR-331064/turizm-isletme-belgeli-konaklama-tesisleri.html adresinden alındı
• Shanock, L. R. ve Eisenberger, R. (2006). When supervisors feel supported: relationships with subordinates' perceived supervisor support, perceived organizational support, and performance. Journal of Applied Psychology, 91(3), 689-695. doi: 10.1037/0021-9010.91.3.689
• Shore, L. M., Tetrick, L. E., Taylor, M. S., Coyle Shapiro, J. A., Liden, R. C., Parks, J. M. ve Van Dyne, L. (2015). The employee-organization relationship: A timely concept in a period of transition. Research in Personnel and Human Resources Management, 291-370. doi: 10.1016/S0742-7301(04)23007-9
• Soper, D. S. (2020). A-priori sample size calculator for structural equation models [Software]. https://www.danielsoper.com/statcalc adresinden alındı
• Stamper, C. L. ve Masterson, S. S. (2002). Insider or outsider? How employee perceptions of insider status affect their work behavior? Journal of Organizational Behavior, 23, 875-894. doi: 10.1002/job.175
• Tabachnick, B. G.ve Fidell, L. S. (2020). Çok değişkenli istatistiklerin kullanımı. (M. Baloğlu, Çev.) Ankara: Nobel Akademik Yayıncılık.
• Tsang, J. A. ve Martin, S. R. (2017). Four experiments on the relational dynamics and prosocial consequences of gratitude. The Journal of Positive Psychology, 14(2), 188-205. doi: 10.1080/17439760.2017.1388435
• Tsaur, S. H., Wang, C. H., Yen, C. H. ve Liu, Y. C. (2014). Job standardization and service quality: The mediating role of prosocial service behaviors. International Journal of Hospitality Management, 40, 130-138. doi: 10.1016/j.ijhm.2014.04.004
• Tsui, A. S., Pearce, J. L., Porter, L. W. ve Tripoli, A. M. (1997). Alternative approaches to the employee-organization relationship: Does investment in employees pay off? Academy of Management Journal, 40(5), 1089-1121. doi: 10.2307/256928
• Tsui, A. ve Wang, D. (2002). Employment relationships from the employer’s perspective: Current research and future directions. C. L. Cooperve I. T. Robertson (Dü) içinde, International review of ındustrial and organizational psychology (Cilt 17, s. 77-115). New York: John Wiley & Sons.
• Wang , L., Chu, X. ve Ni, J. (2010). Leader-member exchange and organizational citizenship behavior: A new perspective from perceived insider status and Chinese traditionality. Frontiers of Business Research in China, 4, 148-169. doi: 10.1007/s11782-010-0007-1
• Wang, M. L. (2012). Why do social support affect prosocial service behaviors? The moderating role of service climate. International Journal of Academic Research in Business and Social Sciences, 2(6), 311-325. Erişim adresi: https://knowledgewords.com/images/why-do-social-support-affect-prosocial-service-behaviors-the-moderating-role-of-service-climate.pdf
• Wispe, L. G. (1972). Positve forms of social behavior: An overview. Journal of Social Issues, 28(3), 1-19. doi: 10.1111/j.1540-4560.1972.tb00029.x
• Yeşiltaş, M., Kanten, P. ve Sormaz, Ü. (2013). Otantik liderlik tarzının prososyal hizmet davranışları üzerindeki etkisi: Konaklama işletmelerine yönelik bir uygulama. İstanbul Üniversitesi İşletme Fakültesi Dergisi, 42(2), 333-350. Erişim adresi:https://www.proquest.com/openview/4d834293f298213a70b78546c7513071/1.pdf?pq-origsite=gscholar&cbl=1796365
• Yoon, J. ve Lim, J. C. (1999). Organizational support in the workplace: The case of Korean hospital employees. Human Relations, 52(7), 923-945. doi: 10.1177/001872679905200704
• Yürür, S. ve Mengenci, C. (2014). Örgütsel adalet ve ekstra-rol davranışları ilişkisi. Yönetim ve Ekonomi Araştırmaları Dergisi(24), 1-17. doi: 10.11611/JMER389
• Zhang, A. Y., Tsui, A. S., Song, L. J., Li, C. ve Jia, L. (2008). How do I trust thee? The employee-organization relationship, supervisory support, and middle manager trust in the organization. Human Resources Management, 47(1), 111-132. doi: 10.1002/hrm.20200