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The Mediating Role of Organizational Belonging in the Effect of Internal Service Quality on Employee Performance

Year 2021, Volume: 13 Issue: 25, 413 - 428, 28.11.2021

Mehmet Seyhan

https://doi.org/10.20990/kilisiibfakademik.963227
Cited By: 1

Abstract

Purpose: While the effect of internal service quality on employee performance is a well-known phenomenon, the effects of different variables in this relationship are far from being examined in all its dimensions. In this context, determining whether there is an intermediary effect of organizational belonging constitutes the main aim of the research.
Design/Methodology: The sample of the research consists of 161 people working in manufacturing companies operating in the food sector in Gaziantep. The data set created with the compiled questionnaires was subjected to structural equation model analysis.
Findings: It has been determined that internal service quality significantly affects organizational belonging and employee performance. It has been found that organizational belonging also affects employee performance significantly. As a result of the mediation test, it was determined that organizational belonging has a mediating role in the effect of internal service quality on employee performance.
Limitations: The constraints of the study are that the sample consists of companies located only in Gaziantep and that the survey method is used.
Originality/Value: One of the elements that makes this study valuable is the fact that employee satisfaction is addressed in an environment where customer satisfaction is constantly examined. In addition, the use of structural equation model and Process Macro as an analysis method is included in the study as an element that increases the intelligibility of the model.

Keywords

Internal Service Quality Organizational Belonging Process Macro Analysis

References

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  • Frost, F. A., & Kumar, M. (2000). Intservqual-an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377. https://doi.org/10.1108/08876040010340991
  • Fung, C., Sharma, P., Wu, Z., & Su, Y. (2017). Exploring service climate and employee performance in multicultural service settings. Journal of Services Marketing, 31(7), 784-798. https://doi.org/10.1108/JSM-08-2016-0316
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İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü

Year 2021, Volume: 13 Issue: 25, 413 - 428, 28.11.2021

Mehmet Seyhan

https://doi.org/10.20990/kilisiibfakademik.963227
Cited By: 1

Abstract

Amaç: İç hizmet kalitesinin işgören performansı üzerindeki etkisi bilinen bir olgu iken bu ilişkide yer alan farklı değişkenlerin etkileri tüm boyutlarıyla incelenmiş olmaktan uzaktır. Bu bağlamda kurumsal aidiyetin aracı etkisinin olup olmadığının tespiti araştırmanın temel amacını oluşturmaktadır.
Tasarım/Yöntem: Araştırmanın örneklemini Gaziantep ilinde, gıda sektöründe faaliyet gösteren imalat firmalarında çalışan 161 kişi oluşturmaktadır. Derrlenen anketler ile oluşturulan veri seti yapısal eşitlik modeli analizine tabi turulmuştur.
Bulgular: İç hizmet kalitesinin kurumsal aidiyet ve iş gören performansını anlamlı olarak etkilediği tespit edilmiştir. Kurumsal aidiyetin de iş gören performansını anlamlı olarak etkilediği bulgusuna ulaşılmıştır. Yapılan aracılık testi neticesinde ise iç hizmet kalitesinin iş gören performansı üzerindeki etkisinde kurumsal aidiyetin aracılık rolü bulunduğu tespit edilmiştir.
Sınırlılıklar: Örneklemin sadece Gaziantep’te bulunan firmalardan oluşması ve anket yönteminin kullanılması araştırmanın sınırlılıklarıdır.
Özgünlük/Değer: Müşteri memnuniyetinin sürekli olarak incelendiği bir ortamda çalışan memnuniyetinin ele alınmış olması bu çalışmayı değerli kılan unsurlardan birisidir. Ayrıca analiz yöntemi olarak yapısal eşitlik modelinin ve Process Makro analizinin kullanılması modelin anlaşılabilirliğini arttırıcı bir unsur olarak çalışmada yer almaktadır.

Keywords

İç Hizmet Kalitesi Kurumsal Aidiyet Process Makro Analizi

References

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  • Al-Bilbiese, M. E., & Al-Nuaimi, M. (2017). The impact of internal service quality on organizational innovation examining the mediating role of organizational commitment: An empirical study in the foreign banks in Jordan. International Journal of Business and Management, 12(12), 135-143. https://pdfs.semanticscholar.org/b5ed/6637f32bace5846175913dcf5f6126e39d85.pdf
  • Anosike, U. P., & Eid, R. (2011). Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: An empirical study. The Service Industries Journal, 31(14), 2487-2505. https://doi.org/10.1080/02642069.2010.504822
  • Bai, B., Brewer, K. P., Sammons, G., & Swerdlow, S. (2006). Job satisfaction, organizational commitment, and internal service quality. Journal of Human Resources in Hospitality & Tourism, 5(2), 37-54. https://doi.org/10.1300/J171v05n02_03
  • Belle, S. (2014). Where do I belong?: A phenomenological investigation of teleworkers' experience of organizational belonging (Order No. 3602798) [Doctoral dissertation, The George Washington University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/where-do-i-belong-phenomenological-investigation/docview/1468720894/se-2?accountid=15958
  • Bermudez- Gonzalez, G., Sasaki, I., & Tous-Zamora, D. (2016). Understanding the impact of internal marketing practices on both employees’ and managers’ organizational commitment in elderly care homes. Journal of Service Theory and Practice, 26(1), 28-49. https://doi.org/10.1108/JSTP-09-2014-0216
  • Boshoff, C., & Mels, G. (1995). A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42. https://doi.org/10.1108/03090569510080932
  • Braun, C., & Hadwich, K. (2017). Determinants of perceived internal service complexity: An empirical analysis of promoting and limiting complexity factors. European Business Review, 29(1), 123-152. https://doi.org/10.1108/EBR-07-2016-0089
  • Bruhn, M. (2003). Internal service barometers conceptualization and empirical results of a pilot study in Switzerland. European Journal of Marketing, 37(9), 1187-1204. https://doi.org/10.1108/03090560310486942
  • Chen, W. J. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160. https://doi.org/10.1016/j.ijhm.2013.06.004
  • Chiang, C. F., & Wu, K. P. (2014). The influences of internal service quality and job standardization on job satisfaction with supports as mediators: Flight attendants at branch workplace. The International Journal of Human Resource Management, 25(19), 2644-2666. https://doi.org/10.1080/09585192.2014.884616
  • Chiu, W., Won, D., & Bae, J. (2020). Internal marketing, organizational commitment, and job performance in sport and leisure services. Sport, Business and Management: An International Journal, 10(2), 105-123. https://doi.org/10.1108/SBM-09-2018-0066
  • Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46. https://hdl.handle.net/20.500.12462/5075
  • Ehrhart, K. H., Win, L. A., Schneider, B., & Perry, S. J. (2011). Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link. Journal of Applied Psychology, 96(2), 423-431. https://doi.org/10.1037/a0022071
  • Eren, E., & Vardarlıer, P. (2013). Social media’s role in developing an employees sense of belonging in the work place as an HRM strategy. Procedia-Social and Behavioral Sciences, 99, 852-860. https://doi.org/10.1016/j.sbspro.2013.10.557
  • Fletcher, M. (1999). The effects of internal communication, leadership and team performance on successful service quality implementation: A South African perspectives. Team Performance Management: An International Journal, 5(5), 150-163. https://doi.org/10.1108/13527599910288966
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  • Frost, F. A., & Kumar, M. (2000). Intservqual-an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377. https://doi.org/10.1108/08876040010340991
  • Fung, C., Sharma, P., Wu, Z., & Su, Y. (2017). Exploring service climate and employee performance in multicultural service settings. Journal of Services Marketing, 31(7), 784-798. https://doi.org/10.1108/JSM-08-2016-0316
  • Goebel, D. J., Marshall, G. W., & Locander, W. B. (2003). Enhancing purchasing’s strategic reputation: Evidence and recommendations for future research. The Journal of Supply Chain Management, 39(2), 4-14. https://doi.org/10.1111/j.1745-493X.2003.tb00150.x
  • Gómez, M. (2020). A research study on the emergence of employee resource groups at community colleges and their value for creating a sense of belonging in the workplace (Order No. 28094640) [Doctoral dissertation, National American University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/research-study-on-emergence-employee-resource/docview/2452536737/se-2?accountid=15958
  • Green, P., Gino, F., & Staats, B. R. (2017). Seeking to belong: How the words of internal and external beneficiaries influence performance. Harvard Business School NOM Unit Working Paper, (17-073). https://doi.org/10.2139/ssrn.2912271
  • Gürbüz, S. (2019). Sosyal bilimlerde aracı, düzenleyici ve durumsal etki analizleri. Seçkin Yayıncılık.
  • Hagerty, B. M. K., Lynch-Sauer, J., Patusky, K., Bouwseman, M., & Collier, P. (1992). Sense of belonging: A vital mental health concept. Archives of Psychiatric Nursing, 6, 172-177. https://doi.org/10.1016/0883-9417(92)90028-H
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There are 64 citations in total.

Details

Primary Language Turkish
Subjects Finance
Journal Section RESEARCH PAPERS
Authors

Mehmet Seyhan 0000-0002-7943-4543

Publication Date November 28, 2021
Published in Issue Year 2021 Volume: 13 Issue: 25

Cite

APA Seyhan, M. (2021). İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD), 13(25), 413-428. https://doi.org/10.20990/kilisiibfakademik.963227
AMA Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). November 2021;13(25):413-428. doi:10.20990/kilisiibfakademik.963227
Chicago Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD) 13, no. 25 (November 2021): 413-28. https://doi.org/10.20990/kilisiibfakademik.963227.
EndNote Seyhan M (November 1, 2021) İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) 13 25 413–428.
IEEE M. Seyhan, “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”, Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD), vol. 13, no. 25, pp. 413–428, 2021, doi: 10.20990/kilisiibfakademik.963227.
ISNAD Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) 13/25 (November 2021), 413-428. https://doi.org/10.20990/kilisiibfakademik.963227.
JAMA Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). 2021;13:413–428.
MLA Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD), vol. 13, no. 25, 2021, pp. 413-28, doi:10.20990/kilisiibfakademik.963227.
Vancouver Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). 2021;13(25):413-28.

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İŞ STRESİNİN İŞGÖREN PERFORMANSINA ETKİSİNDE KURUMSAL AİDİYETİN DÜZENLEYİCİ ROLÜ
Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi
https://doi.org/10.30783/nevsosbilen.1308035
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