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Year 2013, Volume: 15 Issue: 2, 16 - 28, 01.06.2013

Abstract

References

  • Babin, B. J., & Boles, J> S. (1998) Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing, 62, 77-91.
  • Bettencourt, L. A, & Brown, S. W. (1997) Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73, 39-61
  • Brownell, J. (1998) Striking a balance: The future of work and family issues in the hospitality industry. Marriage and Family Review, 28, 109-123.
  • Brownell, J. (1993) Women hospitality managers: Perceptions of gender-related career challenges: FIU Hospitality Review, 112, 19-31.
  • Burke, R. J, Koyuncu, M., & Fiksenbaum, L. (2013) Gender differences in work experiences and satisfactions among front-line employees in Turkish hotels: Less there than meets the eye? Journal of Industrial Relations and Human Resources, in press.
  • Charalambos, S. Eugenia, P., & Niki, G. (2004) Managing service quality in banks: Customers’ gender effects. Managing Service Quality, 14, 90-102.
  • Duman, T, & Tosun, C. (2010) Current developments in Turkish tourism. Anatolia, 21, 5-9.
  • George, W. (2003) authentic leadership: Rediscovering the secrets to creating lasting value. San Francisco: Jossey-Bass
  • Gokovali, U. (2010).Contribution of tourism to economic growth in Turkey. Anatolia, 21, 139- 153.
  • Greenleaf, R. K., (1977) Servant leadership: A journey into the nature of legitimate power and greatness. New York: Paulist Press.
  • Iacobucci, D., & Ostrom, A.(1993) Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology, 2, 257-286.
  • Inelman, K., Zeytinoglu, I., & Uygur, D. (2012) Are millenials a different breed? Turkish hospitality
  • intention to stay. In E. S. W. Ng, T. Lyons & L. Schweitzer
  • workforce: International perspectives on the millennial generation. Cheltenham, UK: Edward Elgar. pp. 181-203. front-line employees’ (eds.) Managing the
  • new Jordan, F. (1997) An occupational hazard? Sex segregation in tourism employment. Tourism Management, 18, 525-534.
  • Kusluvan, S, & Kusluvan, Z. (2000) Perceptions land attitudes of undergraduate tourism students towards working in the tourism industry in Turkey. Tourism Management, 21, 251-271.
  • Kusluvan, S. Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010) The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51, 171-214
  • Liden, R. C., Wayne, s. J., Zhao, H.., & Henderson, D. (2008)Servant leadership: Development of a multidimensional measure and
  • Quarterly, 19, 161-177.
  • Leadership Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998) SERV*OR:
  • organizational service orientation. Journal of Retailing, 74, 455-489. measure
  • of Mathies, C., & Burford, M. (2010) Customer service understanding: Gender differences of frontline employees. Managing Service Quality, 21, 636-648.
  • McColl-Kennedy, J. r., Daus, C. S., & Sparks, B. A. A(2003) The role of gender in reactions to service failure and recovery. Journal of Service Research, 6, 66-82.
  • Mohr, L. A., & Henson, S. W. (1996) Impact of employee gender and job congruency on customer satisfaction. Journal of Consumer Psychology, 5, 161-187.
  • Okumus, K., & Yagci, J. () 2006) Tourism higher education in Turkey, Journal of Teaching in Travel and tourism. 5, 89-116.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L L. (1998) SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12-40.
  • Sinclair, T. (1997) Gender, work and tourism. London: Routledge.
  • Turkish Statistical Institute (120120 Tourism statistics 2012. Ankara: Turkish Statistical Institute.
  • Woods, R. H., & Cavanaugh, R. r. (1999) Gender discrimination and sexual harassment as experienced by hospitality industry managers. Cornell Hotel and Restaurant Administration Quarterly, 35, 16-22.
  • Yesiltas, M., Ozturk, Y., & Hemmington, N. (2010) Tourism education in Turkey and implications for human resources. Anatolia: An international
  • Hospitality Research, 21, 55-71. of Tourism
  • and Yavas, U., Babakus, E., &Karatepe, O. M. (2008) Attitudinal and behavioral consequences of work-family conflict and family-work conflict: Does gender matter? International Journal of Service Industry Management, 19, 7-11.

Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note

Year 2013, Volume: 15 Issue: 2, 16 - 28, 01.06.2013

Abstract

Two studies considered possible gender differences in work experiences and service quality behaviors of front-line service employees working in hotels in Turkey.. The first study examined perceptions of servant leadership provided by their supervisors/managers and worker’s reports of service quality provided to clients by their hotels of male and female front line workers employed in four- and five –star hotels. Data were collected from 221 front-line employees, 122 males and 82 females, a 37% response rate, using anonymously completed questionnaires. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quality (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Males and females were similar on five personal demographic items. Males tended to report higher levels (p<.10) on two dimensions of servant leadership (Emotional support, Conceptual skills) than did females. In addition, males rated the quality of service provided higher on three dimensions (Tangibles, Reliability, Responsiveness, and tended top rate the quality of service higher on the composite score (p<.10) than did females. The differences on perceptions of service quality might be attributed to the departments in which males and females were more likely to work, males tended to work in departments having greater direct client contact. The second investigation examined gender differences in levels of service rewards provided by their hotels and employees engaging in in three prosocial service behaivors:estra0role, role prescribed, and cooperation (Bettencourt & Brown, 1997). Data were collected from241` employees, 151 males and 88 females working in 18 different hotels in the Cappadocia region, using anonymously completed questionnaires, a 60% response rate. There were no differences in perceptions of service rewards or in prosocial behaviors. In essence, male and female front-line service workers generally indicated more similar than different appraisals of their work experiences in both investigations. .

References

  • Babin, B. J., & Boles, J> S. (1998) Employee behavior in a service environment: A model and test of potential differences between men and women. Journal of Marketing, 62, 77-91.
  • Bettencourt, L. A, & Brown, S. W. (1997) Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73, 39-61
  • Brownell, J. (1998) Striking a balance: The future of work and family issues in the hospitality industry. Marriage and Family Review, 28, 109-123.
  • Brownell, J. (1993) Women hospitality managers: Perceptions of gender-related career challenges: FIU Hospitality Review, 112, 19-31.
  • Burke, R. J, Koyuncu, M., & Fiksenbaum, L. (2013) Gender differences in work experiences and satisfactions among front-line employees in Turkish hotels: Less there than meets the eye? Journal of Industrial Relations and Human Resources, in press.
  • Charalambos, S. Eugenia, P., & Niki, G. (2004) Managing service quality in banks: Customers’ gender effects. Managing Service Quality, 14, 90-102.
  • Duman, T, & Tosun, C. (2010) Current developments in Turkish tourism. Anatolia, 21, 5-9.
  • George, W. (2003) authentic leadership: Rediscovering the secrets to creating lasting value. San Francisco: Jossey-Bass
  • Gokovali, U. (2010).Contribution of tourism to economic growth in Turkey. Anatolia, 21, 139- 153.
  • Greenleaf, R. K., (1977) Servant leadership: A journey into the nature of legitimate power and greatness. New York: Paulist Press.
  • Iacobucci, D., & Ostrom, A.(1993) Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of Consumer Psychology, 2, 257-286.
  • Inelman, K., Zeytinoglu, I., & Uygur, D. (2012) Are millenials a different breed? Turkish hospitality
  • intention to stay. In E. S. W. Ng, T. Lyons & L. Schweitzer
  • workforce: International perspectives on the millennial generation. Cheltenham, UK: Edward Elgar. pp. 181-203. front-line employees’ (eds.) Managing the
  • new Jordan, F. (1997) An occupational hazard? Sex segregation in tourism employment. Tourism Management, 18, 525-534.
  • Kusluvan, S, & Kusluvan, Z. (2000) Perceptions land attitudes of undergraduate tourism students towards working in the tourism industry in Turkey. Tourism Management, 21, 251-271.
  • Kusluvan, S. Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010) The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51, 171-214
  • Liden, R. C., Wayne, s. J., Zhao, H.., & Henderson, D. (2008)Servant leadership: Development of a multidimensional measure and
  • Quarterly, 19, 161-177.
  • Leadership Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998) SERV*OR:
  • organizational service orientation. Journal of Retailing, 74, 455-489. measure
  • of Mathies, C., & Burford, M. (2010) Customer service understanding: Gender differences of frontline employees. Managing Service Quality, 21, 636-648.
  • McColl-Kennedy, J. r., Daus, C. S., & Sparks, B. A. A(2003) The role of gender in reactions to service failure and recovery. Journal of Service Research, 6, 66-82.
  • Mohr, L. A., & Henson, S. W. (1996) Impact of employee gender and job congruency on customer satisfaction. Journal of Consumer Psychology, 5, 161-187.
  • Okumus, K., & Yagci, J. () 2006) Tourism higher education in Turkey, Journal of Teaching in Travel and tourism. 5, 89-116.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L L. (1998) SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12-40.
  • Sinclair, T. (1997) Gender, work and tourism. London: Routledge.
  • Turkish Statistical Institute (120120 Tourism statistics 2012. Ankara: Turkish Statistical Institute.
  • Woods, R. H., & Cavanaugh, R. r. (1999) Gender discrimination and sexual harassment as experienced by hospitality industry managers. Cornell Hotel and Restaurant Administration Quarterly, 35, 16-22.
  • Yesiltas, M., Ozturk, Y., & Hemmington, N. (2010) Tourism education in Turkey and implications for human resources. Anatolia: An international
  • Hospitality Research, 21, 55-71. of Tourism
  • and Yavas, U., Babakus, E., &Karatepe, O. M. (2008) Attitudinal and behavioral consequences of work-family conflict and family-work conflict: Does gender matter? International Journal of Service Industry Management, 19, 7-11.
There are 32 citations in total.

Details

Other ID JA23CA83DB
Journal Section Articles
Authors

Mustafa Koyuncu This is me

Ronald J. Burke This is me

Marina Ashtakova This is me

Duygu Eren This is me

Publication Date June 1, 2013
Published in Issue Year 2013 Volume: 15 Issue: 2

Cite

APA Koyuncu, M., Burke, R. J., Ashtakova, M., Eren, D. (2013). Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note. ISGUC The Journal of Industrial Relations and Human Resources, 15(2), 16-28.
AMA Koyuncu M, Burke RJ, Ashtakova M, Eren D. Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note. isguc. June 2013;15(2):16-28.
Chicago Koyuncu, Mustafa, Ronald J. Burke, Marina Ashtakova, and Duygu Eren. “Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-Line Service Workers in Four and Five Star Hotels in Turkey: A Research Note”. ISGUC The Journal of Industrial Relations and Human Resources 15, no. 2 (June 2013): 16-28.
EndNote Koyuncu M, Burke RJ, Ashtakova M, Eren D (June 1, 2013) Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note. ISGUC The Journal of Industrial Relations and Human Resources 15 2 16–28.
IEEE M. Koyuncu, R. J. Burke, M. Ashtakova, and D. Eren, “Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note”, isguc, vol. 15, no. 2, pp. 16–28, 2013.
ISNAD Koyuncu, Mustafa et al. “Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-Line Service Workers in Four and Five Star Hotels in Turkey: A Research Note”. ISGUC The Journal of Industrial Relations and Human Resources 15/2 (June 2013), 16-28.
JAMA Koyuncu M, Burke RJ, Ashtakova M, Eren D. Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note. isguc. 2013;15:16–28.
MLA Koyuncu, Mustafa et al. “Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-Line Service Workers in Four and Five Star Hotels in Turkey: A Research Note”. ISGUC The Journal of Industrial Relations and Human Resources, vol. 15, no. 2, 2013, pp. 16-28.
Vancouver Koyuncu M, Burke RJ, Ashtakova M, Eren D. Gender Differences in Perceptions of Work Experiences and Service Quality Provided by Front-line Service Workers in Four and Five Star Hotels in Turkey: A Research Note. isguc. 2013;15(2):16-28.