YÖNETİCİLERİN LİDERLİK DAVRANIŞLARININ ÇALIŞANLARIN MÜŞTERİ YÖNLÜ DAVRANIŞLAR GELİŞTİRMESİNDEKİ ROLÜ

Abstract

Bu araştırmada yöneticilerin liderlik davranışları ile çalışanların müşteri yönlülükleri arasındaki ilişkileri incelemek ve yöneticilerin sergiledikleri liderlik davranışlarının çalışanların müşteri yönlü davranışlar sergilemelerindeki etkisini ortaya koymak amaçlanmıştır. Bu amacı karşılamak için, nicel araştırma yöntemi esas alınmıştır. Araştırmada değişkenleri inceleme biçimine göre ilişkisel araştırma türünden ve alan araştırması deseninden yararlanılmıştır. Araştırma verileri anket aracılığı ile Antalya İlinde faaliyet gösteren bir oteldeki 226 hizmet çalışanından kolayda örnekleme yöntemine göre toplanmıştır. Toplanan verilerin analizi için öncelikle ölçeklerin geçerlilikleri kapsamında doğrulayıcı faktör analizi, güvenilirlik testi olarak Cronbach alfa, değişkenler arası ilişkileri tespit etmek için ise korelasyon ve regresyon analizleri yapılmıştır. Bu çerçevede verilerin analizi SPSS 27.0 ve AMOS yazılımları kullanılarak gerçekleştirilmiştir. Elde edilen sonuçlara göre, yöneticilerin liderlik davranışları ile çalışanların müşteri yönlü davranışları arasında genel anlamda pozitif yönlü anlamlı ilişkiler tespit edilmiştir. Regresyon analizi sonuçları incelendiğinde ise, yöneticilerin liderlik davranışlarının çalışanların müşteri yönlü davranışlar geliştirmesi üzerinde anlamlı ve pozitif bir etkiye sahip olduğu tespit edilmiştir. Ayrıca alt boyutlar açısından incelendiğinde de sürece meydan okuma, ortak bir vizyona yönelik ilham vermek, başkalarının işini kolaylaştırma, yol gösterme ve yüreklendirme liderlik davranışlarının da çalışanların müşteri yönlü davranışları üzerinde anlamlı ve pozitif etkilerinin olduğu yönde sonuçlara ulaşılmıştır.

Keywords

• Liderlik Davranışları
• Müşteri Yönlü Davranışlar
• Çalışma Yaşamı

THE ROLE OF MANAGERS' LEADERSHIP BEHAVIORS IN DEVELOPING EMPLOYEES' CUSTOMER-ORIENTED BEHAVIORS

Abstract

This study aims to examine the relationships between managers’ leadership behaviours and employees’ customer orientations and to reveal the effect of the leadership behaviours exhibited by managers on employees’ customer-oriented behaviours. A quantitative research methodology was employed to achieve this objective. The research utilised a relational research type and a field study design based on examining variables. Data were collected through a survey administered to 226 service employees at a hotel in Antalya using a convenience sampling method. For the analysis of the collected data, confirmatory factor analysis was conducted to assess the validity of the scales, reliability was tested using Cronbach's alpha, and correlation and regression analyses were performed to identify relationships between variables. The data analysis was carried out using SPSS 27.0 and AMOS software. According to the results obtained, significant positive relationships were identified between managers’ leadership behaviours and employees’ customer-oriented behaviours. Furthermore, the regression analysis results indicated that managers' leadership behaviours significantly and positively affect the development of employees' customer-oriented behaviours. Additionally, when examined in sub-dimensions, the results showed that leadership behaviours such as challenging the process, inspiring a shared vision, facilitating others’ work, modelling the way, and encouraging the heart significantly and positively affect employees' customer-oriented behaviours.

Keywords

• Leadership Behaviors
• Customer-Oriented Behaviors
• Work Life

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