Örgütsel Kültür ve İletişim Bağlamında “Lüks Restoran” Konsepti

Year 2023, Volume: 7 Issue: 2, 325 - 347, 08.07.2023

Uğur Kaçan

Abstract

“Lüks restoran” konsepti yiyecek-içecek işletmeleri arasında yıllar boyu kendi içinde bir kültür yaratmış ve gitgide popülerliğini arttıran bir olguya dönüşmüştür. Yöneticiler, eşsiz hizmet ve ürün kalitesi arayışında olan müşterilerin tatmin edilip tekrar ziyaretin sağlanması için örgütsel kültürü ve iletişimi sağlam bir şekilde inşa etmek zorundadır. Bu makalede müşteri beklentisinin en yüksek seviyede olduğu yiyecek-içecek işletmesi olan lüks restoranlar için örgütsel iletişimin ve örgütsel kültürün önemi literatür taraması ve örneklerle desteklenerek çeşitli perspektiflerden irdelenmiştir. İşletmelerin bu unsurlara verdiği önemin müşteri memnuniyeti ve işletme başarısı açısından etkisi analiz edilmiştir. Lüks restoranların etkili bir örgütsel kültür ve iletişim stratejisi geliştirmelerinin; çalışan iş tatmini, müşteri memnuniyeti ve işletme performansı açısından önemli olduğunu göstermektedir. Lüks restoranlar için güçlü bir örgütsel kültürün ve etkili iletişimin, müşteri memnuniyeti, işletme performansı ve rekabet avantajı gibi birçok önemli faktörü olumlu yönde etkilediğini ortaya konulmuştur. Örgütsel kültür ve iletişim arasında sıkı bir ilişki vardır ve bu iki faktör birlikte ele alınmalıdır.

Keywords

Gastronomi, lüks restoran, örgütsel iletişim, örgütsel kültür

The “Luxury Restaurant” Concept in The Context of Organizational Culture and Communication

Abstract

The concept of “luxury restaurant” has created a culture in itself over the years among food and beverage businesses and has become a phenomenon that is increasing its popularity. Managers must build a proper organizational culture and communication to satisfy and revisit customers seeking unmatched service and product quality. In this study, the importance of organizational communication and organizational culture for luxury restaurants, which are food and beverage businesses, where customer expectations are at the highest level, has been examined from various perspectives, The effect of the importance that businesses attach to these factors in terms of customer satisfaction and business success has been analyzed. It is seen that luxury restaurants develop an effective organizational culture and communication strategy; shows that it is significant in terms of employee job satisfaction, customer satisfaction and business performance. A a strong organizational culture and effective communication for luxury restaurants positively affect many important factors such as customer satisfaction, business performance, and competitive advantage. There is a close relationship between organizational culture and communication and that these two factors should be considered together.

Keywords

Keywords: Gastronomy, luxury restaurant, organizational communication, organizational culture

References

• Al‐Shammari, M.M. (1992). Organizational Climate. Leadership & Organization Development Journal, 13(6), 30-32. https://doi.org/10.1108/01437739210021884
• Balfet, M. (2001). Marketing des services hôteliers et touristiques. Paris:Ellipses, 284.
• Barney, J. B. (1986). Organizational culture: can it be a source of sustained competitive advantage? Academy of Management Review, 11(3), 656-665.
• Bellet, C., De Neve, J.-E., Ward, G. (2019). Does employee happiness have an impact on productivity? Saïd Business School WP, 13. http://dx.doi.org/10.2139/ssrn.3470734
• Benson-Armer, R., Hsieh, T.Y. (1997). Teamwork across time and space. The McKinsey Quarterly, 4, 18-27
• Berberoğlu, G. (1990). Örgüt kültürü ve yönetsel etkinliğe katkısı. Anadolu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(1), 153-161.
• Berry, L.L. (2001). Improve service by acting small. Managing Service Quality: An International Journal, 11(2), 75-79.
• Berthon, P., Pitt, L. F., Ewing, M. T. (2001). Corollaries of the collective: the influence of organizational culture and memory development on perceived decision-making context. Journal of the Academy of Marketing Science, 29(2), 135-150.
• Bisel, R., Messersmith, A., Kelley, K. (2012). Supervisor-subordinate communication: Hierarchical Mum Effect meets organizational learning, International Journal of Business Communication, 49, 128-147.
• Cameron, K. S., Quinn, R. E. (2006). Diagnosing and changing organizational culture: Based on the competing values framework (Revised edition.). San Francisco: Jossey-Bass.
• Chatman, J.A., Jehn, K. A. (1994). Assessing the relationship between industry characteristics and organizational culture: how different can you be? Academy of Management Journal, 37(3), 522-553.
• Chen, M.-H., Agrawal, S. (2017). Do communication barriers in student teams impede creative behavior in the long run? – a time-lagged perspective. Thinking Skills and Creativity, 26, 154-167.
• Cobley, P. (2008). Communication: definitions and concepts. The international encyclopedia of communication. https://doi.org/10.1002/9781405186407.wbiecc071.
• Cozzio, C., Furlan, A. (2022). Ritual-based redesign of routines: an experimental approach in the restaurant industry. International Journal of Contemporary Hospitality Management. https://www.emerald.com/insight/0959-6119.htm
• Davidson, M.C. (2003). Does organizational climate add to service quality in hotels? International Journal of Contemporary Hospitality Management, 15, 206-213.
• Deal, T. E., Kennedy, A.A. (1982). Corporate cultures: The rites and rituals of corporate life. New York: Basic Books.
• De Solier, I. (2013). Making the self in a material world: food and moralities of consumption. Cultural Studies Review, 19(1), 9-27.
• Den Hartog, D. N., Verburg, R. M. (2004). High performance work systems, organisational culture and firm effectiveness. Human Resource Management Journal, 14(1), 55-78.
• Deroy, O., Michel, C., Piqueras F.B., Spence, C. (2014). The plating manifesto (I): from decoration to creation. Flavour, 3, 6. https://doi.org/10.1186/2044-7248-3-6.
• Donati, S., Zappala, S., Gonzalez, R.V. (2016). The influence of friendship and communication network density on individual innovative behaviours: a multilevel study. European Journal of Work and Organizational Psychology, 25(4), 583-596.
• Durğun, S. (2006). Örgüt kültürü ve örgütsel iletişim. Yüzüncü Yıl Üniversitesi Eğitim Fakültesi Dergisi, 3(2), 112-132.
• Eaton, D., Kilby, G. (2015). Does your organizational culture support your business strategy?. The Journal for Quality and Participation, 37(4), 4-7.
• Eblen, A.L. (1987). Communication, leadership, and organizational commitment. Communication Studies, 38(3-4), 181-195.
• Eide, H., Hafskjold, L., Sundling, V., Van Dulmen, S. (2017). Person‐centred communication research: systematic observation of real life practice. In: B. McCormack, S. van Dulmen, H. Eide, K.I. Skovahl, T. Eide (Eds). Person-Centred Healthcare Research. Hoboken. NJ: Wiley Blackwell
• Eisenberg, J. (1999). How individualism‐collectivism moderates the effects of rewards on creativity and innovation: A comparative review of practices in Japan and the US. Creativity and Innovation Management, 8(4), 251-261.
• Erhardt, N., Heckscher, C., Martin, R. C. (2016). Am I doing the right thing? unpacking workplace rituals as mechanisms for strong organizational culture. International Journal of Hospitality Management, 59, 31-41.
• Feldman, S.P. (1988). How organizational culture can affect innovation. Organizational Dynamics, 17(1), 57-68.
• Frese, M., Keith, N. (2015). Action errors, error management, and learning in organizations. Annual review of psychology, 66(1), 661-687.
• Gagic, S., Tesanovic, D., Jovicic, A. (2013). The vital components of restaurant quality that affect guest satisfaction. Turizam, 17(4), 166-176.
• Gebril Taha, M., Espino-Rodríguez, T. F. (2020). The impact of the organizational culture on hotel outsourcing and sustainable performance an empirical application in the egyptian hotel sector. Sustainability, 12(22), 9687. https://doi.org/10.3390/su12229687
• Gertz, C. (1973). Thick description an interpretive theory of culture. Basic Books: New York.
• Ghosh, A., Varshney, S. (2013). Luxury goods consumption: A conceptual framework based on literature review. South Asian Journal of Management, 20(2), 146-159.
• Goldhaber, G.M., Porter, D.T., Yates, M.P., Lesniak, R. (1978). Organizational communication: Human Communication Research, 5(1), 76-96.
• Gordon, S., Parikh, A. (2021). Supporting employee well-being: The case of independent restaurants. Journal of Foodservice Business Research, 24(2), 215-234.
• Gök, S., Karatuna, I., Özkılıçcı, G. (2013). Relationship between organizational communication satisfaction and organizational justice: an empirical study. Ejovoc (Electronic Journal of Vocational Colleges), 3(2), 73-79.
• Griffin, M. A., Mathieu, J. E. (1997). Modeling organizational processes across hierarchical levels: climate, leadership, and group process in work groups. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 18(6), 731-744.
• Hargie, O. (2016). The importance of communication for organisational effectiveness. In: Lobo, F. (ed.) Psicologia do trabalho e das organizações (pp.15-32). Braga, Portugal: Axioma.
• Harrington, R. J., Ottenbacher, M. (2007). The culinary innovation process: A study of Michelin-starred chefs. Journal of Culinary Science & Technology, 5(4), 9-35.
• Hofstede, G. (2011). Dimensionalizing cultures: the hofstede model in context. Online Readings in Psychology and Culture, 2(1). https://doi.org/10.9707/2307-0919.1014
• Hogan, S. J., Coote, L. V. (2014). Organizational culture, innovation, and performance: A test of Schein's model. Journal of business research, 67(8), 1609-1621.
• Hsu, S. C. (2003). Internal marketing in the hospitality industry: communication satisfaction and organizational commitment. Master Thesis, Eastern Michigan University.
• Hyun, S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51, 251–267.
• Jacoby, J., Chesnut, R. (1978). Brand Loyalty: measurement and management, New York: Willey
• Jenaibi, B. (2010). Job satisfaction: comparisons among diverse public organizations in the UAE, Management Science and Engineering, 4, 60-79.
• Jogaratnam, G. (2017). How organizational culture influences market orientation and business performance in the restaurant industry. Journal of hospitality and tourism management, 31, 211-219.
• Jones, E., Watson, B., Gardner, J., Gallois, C. (2004). Organizational communication: challenges for the new century. Journal of Communication, 54(4), 722-750.
• Kang, J., Hyun, S. S. (2012). Effective communication styles for the customer-oriented service employee: Inducing dedicational behaviors in luxury restaurant patrons. International Journal of Hospitality Management, 31(3), 772-785.
• Keyton, J. (2017). Communication in organizations. Annual Review of Organizational Psychology and Organizational Behavior, 4, 501-526.
• Kim, S., O’Neill, J.W., Jeong, S.-E. (2004). The relationship among leader-member exchange, perceived organizational support, and trust in hotel organizations. Journal of Human Resources in Hospitality & Tourism, 3(1), 59-70.
• Kim, W.G., Lee, Y., Yoo, Y. (2006). Predictors of relationship quality and relationship outcomes in luxury restaurants. Journal of Hospitality & Tourism Research, 30, 143–169.
• Kivela, J.J., Chu, C.Y.H. (2001). Delivering quality service: Diagnosing favorable and unfavorable service encounters in restaurants. Journal of Hospitality & Tourism Research, 25(3), 251-271.
• Kotler, P., Dubois, B., Manceau, D. (2004). Marketing management. Paris: Pearson Education
• Koutroumanis, D.A., Alexakis, G. (2009). Organizational culture in the restaurant industry: Implications for change. Journal of Organizational Culture, Communications and Conflict, 13, 45-55.
• Koutroumanis, D.A., Alexakis, G., Dastoor, B.R. (2015). The influence organizational culture has on commitment in the restaurant industry. Small Business Institute Journal, 11(2), 27-40.
• Koutroumanis, D.A., Watson, M.A., Dastoor, B.R. (2012). Developing organizational culture in independently owned restaurants: Links to service quality and customers’ intentions to return. Journal of Applied Business Research, 28, 15-26.
• Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology, 54(1), 101–114.
• Kratzer, J., Gemünden, H. G., Lettl, C. (2008). Balancing creativity and time efficiency in multi-team R&D projects: the alignment of formal and informal networks. R&D Management, 38(5), 538-549.
• Kumar, H., Raghavendran, S. (2015). Gamification, the finer art: fostering creativity and employee engagement. Journal of Business Strategy, 36(6), 3-12. https://doi.org/10.1108/JBS-10-2014-0119
• Kwok, L., Yu, B. (2013). Spreading social media messages on Facebook: An analysis of restaurant business-to-consumer communications. Cornell Hospitality Quarterly, 54(1), 84-94.
• Kwun, D.J.-W., Oh, H. (2006). Past experience and self-image in fine dining intentions. Journal of Foodservice Business Research, 9(4), 3-23.
• Larson, C., Larson, C. E., LaFasto, F. M. (1989). Teamwork: what must go right/what can go wrong. Newbury Park: Sage Publications.
• Lee, H.R. (2000). An empirical study of organizational justice as a mediator of the relationships among leader-member exchange and job satisfaction, organizational commitment, and turnover intentions in the lodging industry. Dissertation of Doctor of Philosophy, the Faculty of the Virginia Polytechnic Institute and State University
• Leonard, K. (2018). Organizational Culture & Employee Performance. Employee Performance, 4(3), 12-39.
• Ma, J., Wu, Z. (2017). A study on team-based learning based on WeChat public platform: the case of design and implementation of mass media management course. Eurasia Journal of Mathematics, Science and Technology Education, 13(11), 7307-7312
• Madu, B.C. (2012). Organization culture as driver of competitive advantage. Journal of Academic and Business Ethics, 5, 1-9.
• Mascia, D., Magnusson, M., Björk, J. (2015). The role of social networks in organizing ideation, creativity and innovation: an introduction. Creativity and Innovation Management, 24(1), 102-108.
• Masland, A.T. (1985). Organizational culture in the study of higher education. The Review of Higher Education, 8(2), 157-168.
• McMaster, D. (2019). Silo: the zero waste blueprint. London: Leaping Hare Press.
• Mohsin, A., Lengler, J. (2015). Exploring the antecedents of staff turnover within the fast-food industry: The case of Hamilton, New Zealand. Journal of Human Resources in Hospitality & Tourism, 14(1), 1-24.
• Morrison, P., (1997). Menu engineering in upscale restaurants. British Food Journal, 99(10), 388–395.
• Nordin, S.M., Sivapalan, S., Bhattacharyya, E., Ahmad, H.H.W.F.W., Abdullah, A. (2014). Organizational communication climate and conflict management: communications management in an oil and gas company. Procedia-Social and Behavioral Sciences, 109, 1046-1058.
• Oronsky, C. R., Chathoth, P. K. (2007). An exploratory study examining information technology adoption and implementation in full-service restaurant firms. International Journal of Hospitality Management, 26(4), 941-956.
• Otero, J. (2018). High-status food is changing: new gastronomic perspectives. International Journal of Gastronomy and Food Science, 11, 35-40.
• Ou, J., Wong, I. A., Huang, G. I. (2021). The coevolutionary process of restaurant CSR in the time of mega disruption. International Journal of Hospitality Management, 92, 102684. https://doi.org/10.1016/j.ijhm.2020.102684
• Park, S., Kang, J. (2022). More is not always better: determinants of choice overload and satisfaction with customization in fast casual restaurants. Journal of Hospitality Marketing & Management, 31(2), 205-225.
• Parsa, H.G., Self, J.T., Njite, D., King, T. (2005). Why restaurants fail. Cornell Hotel and Restaurant Administration Quarterly, 46(3), 304-322.
• Patterson, M., Warr, P., West, M. (2004). Organizational climate and company productivity: The role of employee affect and employee level. Journal of Occupational and Organizational Psychology, 77(2), 193-216.
• Peng, N., Chen, A. H. (2015). Diners’ loyalty toward luxury restaurants: the moderating role of product knowledge. Marketing Intelligence & Planning, 33(2), 179-196.
• Pettigrew, A.M. (1979). On studying organizational cultures. Administrative Science Quarterly, 24, 570–581.
• Pothukuchi, V., Damanpour, F., Choi, J., Chen, C. C., Ho Park, S. (2002). National and organizational culture differences and international joint venture performance. Journal of International Business Studies, 33, 243-265.
• Rajhans, K. (2012). Effective organizational communication: A key to employee motivation and performance. Interscience Management Review, 2(2), 81-85.
• Randhawa, G., Kaur, K. (2014). Organizational climate and its correlates. Journal of Management Research, 14(1), 25-40.
• Riggle, R.J., Edmondson, D.R., Hansen, J.D., (2009). A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research. Journal of Business Research, 62(10), 1027-1030.
• Rockman, K., Northcraft, G. (2008). To be or not to be trusted: The influence of media richness on defection and deception, Organizational Behavior and Human Decision Processes, 107, 106-122.
• Ryu, K., Jang, S.S., (2007). The effect of environmental perceptions on behavioral intentions through emotions: the case of upscale restaurants. Journal of Hospitality and Tourism Research 31, 56–72.
• Schein, E. H. (1983). The role of the founder in creating organizational culture. Organizational Dynamics, 12(1), 13-28.
• Schein, E. H. (2016). Organizational culture and leadership (5th ed.). Hoboken: Wiley.
• Sendjaja, S.D. (2009). Introduction to Communication. Jakarta: Open University.
• Sharma, R. (2017). Communication: the lifeline. World Wide Journal of Multidisciplinary Research and Development, 3(9), 259-262.
• Slater, S.F., Finnegan, C., Olson, E.M. (2011). Business strategy, marketing organization culture, and performance. Marketing Letters, 22, 227-242.
• Smith, A.C.T., Stewart, B. (2010). Organizational rituals: features, functions and mechanisms. International Journal of Management Reviews, 13, 113–133.
• Srivastava, R. (2014). The impact of communication skill of the manager on the motivation, and work performance of the employees–a research study. Pacific Business Review International, 6(9), 31-36.
• Sueldo, M., Streimikiene, D. (2019). Organizational rituals as tools of organizational culture creation and transformation: A communicative approach. Transformations in Business & Economics, 15, 89-110.
• Trefry, M. G. (2006). A double-edged sword: Organizational culture in multicultural organizations. International Journal of Management, 23(3), 563-575.
• Tunçer, P. (2011). Örgütsel değişim ve liderlik. Sayıştay Dergisi, 80, 57-84.
• Ulrich, W. L. (1984.) HRM and culture: History, ritual, and myth. Human Resource Management, 23, 117-128.
• Verkuyten, M., Yogeeswaran, K., Mepham, K., Sprong, S. (2020). Interculturalism: A new diversity ideology with interrelated components of dialogue, unity, and identity flexibility. European Journal of Social Psychology, 50(3), 505-519.
• Vickers, G. (1967). Towards a sociology of management. New York: Basic Books.
• Vickers, J.S., Renand, F., (2003). The marketing of luxury goods: an exploratory study—three conceptual dimensions. The Marketing Review, 3(4), 459–478.
• Vigneron, F., Johnson, L., (1999). A review and a conceptual framework of prestige seeking consumer behavior. Academy of Marketing Science Review, 2(1), 1–15.
• Walker, J. R. (2007). Introduction to hospitality management (5th edition). Upper Saddle River, NJ: Pearson.
• Warrick, D. D. (2017). What leaders need to know about organizational culture. Business Horizons, 60(3), 395-404.
• Weick, K. E., Browning, L.D. (1986). Argument and narration in organizational communication. Journal of Management, 12(2), 243-259.
• Welch, M. (2012). Appropriateness and acceptability: employee perspectives of internal communication, Public Relations Review, 38, 246–254.
• Woods, R. H. (1989). More alike than different: the culture of the restaurant industry. Cornell Hotel and Restaurant Administration Quarterly, 30(2), 82-97.
• Yang, W., Mattila, A.S. (2016). Why do we buy luxury experiences? measuring value perceptions of luxury hospitality services. International Journal of Contemporary Hospitality Management, 28(9), 1848-1867.
• Zhan, Y., Noe, R.A., Klein, H.J. (2022). How can organizations operating in a negative reputation industry attract job seekers? Journal of Vocational Behavior, 132, 103661. https://doi.org/10.1016/j.jvb.2021.103661
• Zulfan, G., Kee, D.M.H., Khor, T. W., Lee, S.Y., Ali, H.J., Hanan, A., Akansha, V. (2020). The ınfluence of organizational culture on employee retention: A case of Google. Journal of the Community Development in Asia (JCDA), 3(1), 25-32.