Research Article
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Duygusal Zekanın Hizmet Odaklılık ve Algılanan Performans Açısından Değerlendirilmesi

Year 2019, Volume: 12 Issue: 4, 478 - 495, 18.10.2019
https://doi.org/10.25287/ohuiibf.595669

Abstract

Bu çalışmanın
temel amacı, otel çalışanlarını duygusal zekâlarına göre gruplandırmak ve bu
grupların hizmet odaklılık ve algılanan performansa göre farklı olup olmadığını
belirlemektir. Araştırmanın amacı ve modeli doğrultusunda hazırlanan anket
formu 213 otel çalışanına uygulanmıştır. Araştırmanın bulgularına göre,
çalışanların duygusal zekâ skoru yüksek olanlar ve duygusal zekâ düşük olanlar
olarak isimlendirilen farklı duygusal zekâ gruplarına göre gruplandırılabileceği
ve hizmet odaklılık ve algılanan performansa göre birbirinden farklı olduğu
sonucuna ulaşılmıştır.

References

  • Altaş, S. S. ve Kuzu, A. (2013). Örgütsel etik, örgütsel güven ve bireysel iş performansı arasındaki ilişki: okul öncesi öğretmenleri üzerinde bir araştırma. Elektronik Mesleki Gelişim ve Araştırmalar Dergisi, 1(2), 29-41.
  • Argon, T. ve Eren, A. (2004). İnsan Kaynakları Yönetimi. Ankara, Nobel.
  • Bal, P. M., de Lange, A. H., Ybema, J. F., Jansen, P. G., ve Van der Velde, M. E. (2011). Age and trust as moderators in the relation between procedural justice and turnover: a large-scale longitudinal study. Applied Psychology, 60(1), 66–86. doi:10.1111/j.1464-0597.2010.00427.x
  • Bar-on, R. (2006). The Bar-On model of emotional-social intelligence. Psicothema, 2006. Vol. 18, Suplem.1, pp. 13-25
  • Bingöl, D. (2003). İnsan Kaynakları Yönetimi. Beta Yayınları, 5. Baskı, İstanbul.
  • Bowen, D., E., Siehl, C. ve Schneider, B. (1989). A framework for analising customer service orientation in manufacturing. Academy of Management Review, 14(1), 75-95.
  • Brown, T. J., Mowen, J. C., Donavan, D. T., ve Licata, J. W. (2002). The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Carson, K. D., Carson, P. P., ve Birkenmeier, B. J. (2016). Measuring emotional ıntelligence: development and validation of an instrument. Journal of Behavioral and Applied Management, 2 (1), 32–44.
  • Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46.
  • Dienhart, J. R. Gregorie, M. B. ve Downey, R. G. (1992). service orientation of restaurant employees. International Journal of Hospitality Management, 11(4), 331-346.
  • Donavan, D. T. (1999). Antecedents and consequences of the contact employee’s service orientation: from personality traits to service behaviors. unpublished doctoral dissertation, Oklahoma State University.
  • Elfenbein, H. A. (2006). Learning in emotion judgments: training and the cross-cultural understanding of facial expressions. Journal of Nonverbal Behavior, 30:21-36.
  • Eren, S. S. ve Ayas, N. (2012). Hizmet odaklılığın kavramsal çerçevesi. Ekonomik ve Sosyal Araştırmalar Dergisi, 8(8), 155-181.
  • Fausz, A. T. (1994). Factors related to supervisory ratings of employees’ customer service orientation. Unpublished Doctoral Dissertation, The University of Tennessee.
  • Gebauer, H. (2009). An attention- based view on service orientation in the business strategy of manufacturing companies. Journal of Managerial Psychology, 24(1), 79-98.
  • Griffin, M. A., Neal, A. ve Parker, S. K. (2007). A new model of work role performance: positive behavior in uncertain and ınterdependent contexts. Academy of Management Journal, 50(2), 327-347.
  • Gürbüz, S. ve Şahin, F. (2017). Sosyal Bilimlerde Araştırma Yöntemleri. Seçkin Yayıncılık Ankara.
  • Jung, H. S., ve Yoon, H. H. (2012). the effects of emotional ıntelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel. International Journal of Hospitality Management, 31(2), 369–378. doi:10.1016/j.ijhm.2011.06.008
  • Jung, H. S., Jung, H. S., Yoon, H. H., ve Yoon, H. H. (2016). why is employees’ emotional ıntelligence ımportant? the effects of eı on stress-coping styles and job satisfaction in the hospitality ındustry. International Journal of Contemporary Hospitality Management, 28(8), 1649–1675. doi:10.1108/IJCHM-10-2014-0509
  • Kernbach, K., ve N. S. Schutte. (2005). The impact of service provider emotional ıntelligence on customer satisfaction. Journal of Services Marketing 19:438-44.
  • Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637.
  • Kim, H. J., ve Agrusa, J. (2011). Hospitality service employees’ coping styles: the role of emotional ıntelligence, two basic personality traits, and socio-demographic factors. International Journal of Hospitality Management, 30(3), 588-598.
  • Kim, T., Jung-Eun Yoo, J., Lee, G., ve Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24(7), 1029-1046.
  • Kim, T. T., Paek, S., Choi, C. H., ve Lee, G. (2012). Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator. Service Business, 6(4), 503–526. doi:10.1007/s11628-012-0164-8
  • Kirkman, B. L., ve Rosen, B. (1999). Beyond self-management: antecedents and consequences of team empowerment. Academy of Management Journal, 42(1), 58-74.
  • Koç, E. ve Boz, H. (2019). Development of hospitality and tourism employees’ emotional ıntelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management, DOI: 10.1080/19368623.2019.1608885
  • Kurtuluş, K. (2008). Pazarlama Araştırmaları (Genişletilmiş ve Gözden Geçirilmiş 9. Baskı). İstanbul: Filiz Kitabevi.
  • Kuşluvan, S. ve Eren, D. (2011). İşgörenlerin kişilik özelliği olarak hizmet verme yatkınlığı ve ölçümü: bir literatür taraması. Anatolia Turizm Araştırmaları Dergisi, 22(2), 139-153.
  • Langhorn, S. (2004). How emotional ıntelligence can ımprove management performance. International Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 220-230.
  • Lee-Ross, D. (2000). Development of the service predisposition ınstrument. Journal of Managerial Psychology, 15(2), 148-157.
  • Lee, Y. K., Park, D. H. ve Yoo, D. K. (1999). The structural relationships between service orientation, mediators and business performance in korean hotel firms. Asia Pasific Jornal of Tourism Research, 4(1), 59-70.
  • Lee, J., ve Ok, C. (2015). Examination of factors affecting hotel employees’ service orientation: an emotional labor perspective. Journal of Hospitality & Tourism Research, 39(4), 437–468. doi:10.1177/1096348013491593
  • Lee, J., Ok, C. M., Lee, S. H., ve Lee, C. K. (2017). Relationship between emotional labor and customer orientation among airline service employees: mediating role of depersonalization. Journal of Travel Research, 57(3), 324–341. 0047287517696978.
  • Lytle, R. S., Hom, P. W. ve Mokwa, M. P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489.
  • Lytle, R.S. ve Timmerman, J. E. (2006). Service orientation and perfromance: an organizational perspective. Journal of Services Marketing, 20(2), 136-147.
  • Min, J.C.H. (2012). A short-form measure for assessment of emotional ıntelligence for tour guides: development and evaluation. Tourism Management, Vol. 33 No. 1, pp. 155-167.
  • Newsome, S., Day, A. L., ve Catano, V. M. (2000). Assessing the predictive validity of emotional intelligence. Personality and Individual Differences, 29, 1005–1016.
  • Nişancı, Z. N., Mayatürk Akyol, E. ve Özmutaf, N. M. (2016). Farklılıklar kapsamında davranış tarzları ve bireysel performans: beyaz ve mavi yakalı çalışan perspektifi. Yönetim ve Ekonomi, 23(1), 287-307.
  • Parkington, J. J. Ve Schneider, B. (1979). Some correlates of experienced job stress: a boundary role study. Academy of Management Journal, 22(2), 270-281.
  • Parke, M. R., Seo, M. G., ve Sherf, E. N. (2015). Regulating and facilitating: the role of emotional intelligence in maintaining and using positive affect for creativity. Journal of Applied Psychology, 100(3), 917.
  • Parker, S. K. (2007). That is my job: how employees’ role orientation affects their job performance, Human Relations, 60(3), 403-434.
  • Prentice, C., ve B. E. M. King. (2013). Emotional intelligence and adaptability—service encounters between casino hosts and premium players. International Journal of Hospitality Management, 32:287-94.
  • Rod, M. ve Ashill, N. (2010). Management commitment to service quality and service recovery performance: a study of frontline employees in public and private hospitals. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 84-103.
  • Saxe, R. ve Weitz, B. A. (1982). The SOCO Scale: a measure of the customer orientation of sales people. Journal of Marketing Research, 14, 343-351.
  • Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C. J., ve Dornheim, L. (1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25(2), 167-177.
  • Schutte, N. S., Malouff, J. M., Simunek, M. McKenley, J. ve Hollander, S. (2002). Characteristic emotional intelligence and emotional well-being. Cognition & Emotion, 16:769-85.
  • Shıelds, J. (2007). Managing employee performance and reward concepts, practices and strategies. Cambridge University Press, New York.
  • Sigala, M., ve Chalkiti, K., (2015). Knowledge management: social media and employee creativity. International Journal of Hospitality Management, 45, 44–58.
  • Sigler, T. H., ve Pearson, C. M. (2000). Creating an empowering culture: examining the relationship between organizational culture and perceptions of empowerment. Journal of quality management, 5(1), 27-52.
  • Sulıman, A. ve Al Haretı, B. (2013). Perceived work climate and employee performance in public security organizations in the uae, transforming government: people. Process and Policy, 7(3), 410-424.
  • Tang, T. W. veTang, Y. Y. (2012). Promoting service- oriented organizational citizenship behaviors in hotels: the role of high- performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31, 885-895.
  • Tsai, C.T., ve Lee, Y.J., (2014). Emotional ıntelligence and employee creativity in travel agencies? Current Issues in Tourism,17 (10), 862–871.
  • Teng, C. C. ve Barrows, C. (2009) Service orientation: antecedents, outcomes, and ımplications for hospitality research and practice. The Service Industries Journal, 29(10), 1413-1435.
  • Tutar, H. ve Altınöz, M. (2010). Örgütsel iklimin işgören performansı üzerine etkisi: ostim imalât işletmeleri çalışanları üzerine bir araştırma. Ankara Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 65(2), 196-218.
  • Walsh, K., Chang, S., ve Tse, E. C. Y. (2015). Understanding students’ ıntentions to join the hospitality ındustry: the role of emotional intelligence, service orientation, and ındustry satisfaction. Cornell Hospitality Quarterly, 56(4), 369-382.
  • Wang, Y. C., Luo, C. C., ve Tai, Y. F. (2017). Implementation of delightful services: from the perspective of frontline service employees. Journal of Hospitality and Tourism Management, 31, 90–104. doi:10.1016/j.jhtm.2016.10.006
  • Vargo, S. L. ve Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1-17.
  • Varinli, İ., Yaraş, E. ve Başalp, A. (2009). Satış elemanlarının duygusal zekâsının bir göstergesi olarak algılanan performans, satış ve müşteri odaklılık. C.Ü. İktisadi ve İdari Bilimler Dergisi, Cilt 10, Sayı 1, 2009, 159-174.
  • Vratskikh, I., Masa'deh, R., Al-Lozi, M., Maqableh, M., (2016). The impact of emotional intelligence on job performance via the mediating role of job satisfaction. International Journal of Business and Management. 11 (2), 69–91.
  • Yavas, U., Babakus, E. ve Ashill, N. J. (2010). Testing a branch performance model in a new zealand bank. Journal of Services Marketing, 24(5), 369-377.
  • Yeniçeri, T. ve Özal, H. (2016). Tüketici karar verme tarzlarının cinsiyet kimliğine göre incelenmesi. Pazarlama ve Pazarlama Araştırmaları Dergisi, 18, 135-168.
  • Yoon, S. J., Choi, D. C. ve Park, J. W. (2007). Service orientation: ıts ımpact on business performance in the medical service ındustry. The Service Industries Journal, 27(4), 371-380.

Evaluation of Emotional Intelligence in Terms of Services Orientation and Percieved Performance

Year 2019, Volume: 12 Issue: 4, 478 - 495, 18.10.2019
https://doi.org/10.25287/ohuiibf.595669

Abstract










The main purpose
of this study is to group the hotel employees according to their emotional
intelligence and to determine wheather service orientation and self-perceived
performance
of these groups are different or not. The questionnaire, which was prepared
according to purpose and model of the study, was applied to 213 hotel
employees. According to the findings, it was found that employees can be
grouped in different as high emotional intelligence score and low emotional
intelligence score and their service-oriented and self-perceived
performance
are different from each other.

References

  • Altaş, S. S. ve Kuzu, A. (2013). Örgütsel etik, örgütsel güven ve bireysel iş performansı arasındaki ilişki: okul öncesi öğretmenleri üzerinde bir araştırma. Elektronik Mesleki Gelişim ve Araştırmalar Dergisi, 1(2), 29-41.
  • Argon, T. ve Eren, A. (2004). İnsan Kaynakları Yönetimi. Ankara, Nobel.
  • Bal, P. M., de Lange, A. H., Ybema, J. F., Jansen, P. G., ve Van der Velde, M. E. (2011). Age and trust as moderators in the relation between procedural justice and turnover: a large-scale longitudinal study. Applied Psychology, 60(1), 66–86. doi:10.1111/j.1464-0597.2010.00427.x
  • Bar-on, R. (2006). The Bar-On model of emotional-social intelligence. Psicothema, 2006. Vol. 18, Suplem.1, pp. 13-25
  • Bingöl, D. (2003). İnsan Kaynakları Yönetimi. Beta Yayınları, 5. Baskı, İstanbul.
  • Bowen, D., E., Siehl, C. ve Schneider, B. (1989). A framework for analising customer service orientation in manufacturing. Academy of Management Review, 14(1), 75-95.
  • Brown, T. J., Mowen, J. C., Donavan, D. T., ve Licata, J. W. (2002). The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Carson, K. D., Carson, P. P., ve Birkenmeier, B. J. (2016). Measuring emotional ıntelligence: development and validation of an instrument. Journal of Behavioral and Applied Management, 2 (1), 32–44.
  • Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46.
  • Dienhart, J. R. Gregorie, M. B. ve Downey, R. G. (1992). service orientation of restaurant employees. International Journal of Hospitality Management, 11(4), 331-346.
  • Donavan, D. T. (1999). Antecedents and consequences of the contact employee’s service orientation: from personality traits to service behaviors. unpublished doctoral dissertation, Oklahoma State University.
  • Elfenbein, H. A. (2006). Learning in emotion judgments: training and the cross-cultural understanding of facial expressions. Journal of Nonverbal Behavior, 30:21-36.
  • Eren, S. S. ve Ayas, N. (2012). Hizmet odaklılığın kavramsal çerçevesi. Ekonomik ve Sosyal Araştırmalar Dergisi, 8(8), 155-181.
  • Fausz, A. T. (1994). Factors related to supervisory ratings of employees’ customer service orientation. Unpublished Doctoral Dissertation, The University of Tennessee.
  • Gebauer, H. (2009). An attention- based view on service orientation in the business strategy of manufacturing companies. Journal of Managerial Psychology, 24(1), 79-98.
  • Griffin, M. A., Neal, A. ve Parker, S. K. (2007). A new model of work role performance: positive behavior in uncertain and ınterdependent contexts. Academy of Management Journal, 50(2), 327-347.
  • Gürbüz, S. ve Şahin, F. (2017). Sosyal Bilimlerde Araştırma Yöntemleri. Seçkin Yayıncılık Ankara.
  • Jung, H. S., ve Yoon, H. H. (2012). the effects of emotional ıntelligence on counterproductive work behaviors and organizational citizen behaviors among food and beverage employees in a deluxe hotel. International Journal of Hospitality Management, 31(2), 369–378. doi:10.1016/j.ijhm.2011.06.008
  • Jung, H. S., Jung, H. S., Yoon, H. H., ve Yoon, H. H. (2016). why is employees’ emotional ıntelligence ımportant? the effects of eı on stress-coping styles and job satisfaction in the hospitality ındustry. International Journal of Contemporary Hospitality Management, 28(8), 1649–1675. doi:10.1108/IJCHM-10-2014-0509
  • Kernbach, K., ve N. S. Schutte. (2005). The impact of service provider emotional ıntelligence on customer satisfaction. Journal of Services Marketing 19:438-44.
  • Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637.
  • Kim, H. J., ve Agrusa, J. (2011). Hospitality service employees’ coping styles: the role of emotional ıntelligence, two basic personality traits, and socio-demographic factors. International Journal of Hospitality Management, 30(3), 588-598.
  • Kim, T., Jung-Eun Yoo, J., Lee, G., ve Kim, J. (2012). Emotional intelligence and emotional labor acting strategies among frontline hotel employees. International Journal of Contemporary Hospitality Management, 24(7), 1029-1046.
  • Kim, T. T., Paek, S., Choi, C. H., ve Lee, G. (2012). Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator. Service Business, 6(4), 503–526. doi:10.1007/s11628-012-0164-8
  • Kirkman, B. L., ve Rosen, B. (1999). Beyond self-management: antecedents and consequences of team empowerment. Academy of Management Journal, 42(1), 58-74.
  • Koç, E. ve Boz, H. (2019). Development of hospitality and tourism employees’ emotional ıntelligence through developing their emotion recognition abilities. Journal of Hospitality Marketing & Management, DOI: 10.1080/19368623.2019.1608885
  • Kurtuluş, K. (2008). Pazarlama Araştırmaları (Genişletilmiş ve Gözden Geçirilmiş 9. Baskı). İstanbul: Filiz Kitabevi.
  • Kuşluvan, S. ve Eren, D. (2011). İşgörenlerin kişilik özelliği olarak hizmet verme yatkınlığı ve ölçümü: bir literatür taraması. Anatolia Turizm Araştırmaları Dergisi, 22(2), 139-153.
  • Langhorn, S. (2004). How emotional ıntelligence can ımprove management performance. International Journal of Contemporary Hospitality Management, Vol. 16 No. 4, pp. 220-230.
  • Lee-Ross, D. (2000). Development of the service predisposition ınstrument. Journal of Managerial Psychology, 15(2), 148-157.
  • Lee, Y. K., Park, D. H. ve Yoo, D. K. (1999). The structural relationships between service orientation, mediators and business performance in korean hotel firms. Asia Pasific Jornal of Tourism Research, 4(1), 59-70.
  • Lee, J., ve Ok, C. (2015). Examination of factors affecting hotel employees’ service orientation: an emotional labor perspective. Journal of Hospitality & Tourism Research, 39(4), 437–468. doi:10.1177/1096348013491593
  • Lee, J., Ok, C. M., Lee, S. H., ve Lee, C. K. (2017). Relationship between emotional labor and customer orientation among airline service employees: mediating role of depersonalization. Journal of Travel Research, 57(3), 324–341. 0047287517696978.
  • Lytle, R. S., Hom, P. W. ve Mokwa, M. P. (1998). SERV*OR: A managerial measure of organizational service-orientation. Journal of Retailing, 74(4), 455-489.
  • Lytle, R.S. ve Timmerman, J. E. (2006). Service orientation and perfromance: an organizational perspective. Journal of Services Marketing, 20(2), 136-147.
  • Min, J.C.H. (2012). A short-form measure for assessment of emotional ıntelligence for tour guides: development and evaluation. Tourism Management, Vol. 33 No. 1, pp. 155-167.
  • Newsome, S., Day, A. L., ve Catano, V. M. (2000). Assessing the predictive validity of emotional intelligence. Personality and Individual Differences, 29, 1005–1016.
  • Nişancı, Z. N., Mayatürk Akyol, E. ve Özmutaf, N. M. (2016). Farklılıklar kapsamında davranış tarzları ve bireysel performans: beyaz ve mavi yakalı çalışan perspektifi. Yönetim ve Ekonomi, 23(1), 287-307.
  • Parkington, J. J. Ve Schneider, B. (1979). Some correlates of experienced job stress: a boundary role study. Academy of Management Journal, 22(2), 270-281.
  • Parke, M. R., Seo, M. G., ve Sherf, E. N. (2015). Regulating and facilitating: the role of emotional intelligence in maintaining and using positive affect for creativity. Journal of Applied Psychology, 100(3), 917.
  • Parker, S. K. (2007). That is my job: how employees’ role orientation affects their job performance, Human Relations, 60(3), 403-434.
  • Prentice, C., ve B. E. M. King. (2013). Emotional intelligence and adaptability—service encounters between casino hosts and premium players. International Journal of Hospitality Management, 32:287-94.
  • Rod, M. ve Ashill, N. (2010). Management commitment to service quality and service recovery performance: a study of frontline employees in public and private hospitals. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 84-103.
  • Saxe, R. ve Weitz, B. A. (1982). The SOCO Scale: a measure of the customer orientation of sales people. Journal of Marketing Research, 14, 343-351.
  • Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C. J., ve Dornheim, L. (1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25(2), 167-177.
  • Schutte, N. S., Malouff, J. M., Simunek, M. McKenley, J. ve Hollander, S. (2002). Characteristic emotional intelligence and emotional well-being. Cognition & Emotion, 16:769-85.
  • Shıelds, J. (2007). Managing employee performance and reward concepts, practices and strategies. Cambridge University Press, New York.
  • Sigala, M., ve Chalkiti, K., (2015). Knowledge management: social media and employee creativity. International Journal of Hospitality Management, 45, 44–58.
  • Sigler, T. H., ve Pearson, C. M. (2000). Creating an empowering culture: examining the relationship between organizational culture and perceptions of empowerment. Journal of quality management, 5(1), 27-52.
  • Sulıman, A. ve Al Haretı, B. (2013). Perceived work climate and employee performance in public security organizations in the uae, transforming government: people. Process and Policy, 7(3), 410-424.
  • Tang, T. W. veTang, Y. Y. (2012). Promoting service- oriented organizational citizenship behaviors in hotels: the role of high- performance human resource practices and organizational social climates. International Journal of Hospitality Management, 31, 885-895.
  • Tsai, C.T., ve Lee, Y.J., (2014). Emotional ıntelligence and employee creativity in travel agencies? Current Issues in Tourism,17 (10), 862–871.
  • Teng, C. C. ve Barrows, C. (2009) Service orientation: antecedents, outcomes, and ımplications for hospitality research and practice. The Service Industries Journal, 29(10), 1413-1435.
  • Tutar, H. ve Altınöz, M. (2010). Örgütsel iklimin işgören performansı üzerine etkisi: ostim imalât işletmeleri çalışanları üzerine bir araştırma. Ankara Üniversitesi Siyasal Bilgiler Fakültesi Dergisi, 65(2), 196-218.
  • Walsh, K., Chang, S., ve Tse, E. C. Y. (2015). Understanding students’ ıntentions to join the hospitality ındustry: the role of emotional intelligence, service orientation, and ındustry satisfaction. Cornell Hospitality Quarterly, 56(4), 369-382.
  • Wang, Y. C., Luo, C. C., ve Tai, Y. F. (2017). Implementation of delightful services: from the perspective of frontline service employees. Journal of Hospitality and Tourism Management, 31, 90–104. doi:10.1016/j.jhtm.2016.10.006
  • Vargo, S. L. ve Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1-17.
  • Varinli, İ., Yaraş, E. ve Başalp, A. (2009). Satış elemanlarının duygusal zekâsının bir göstergesi olarak algılanan performans, satış ve müşteri odaklılık. C.Ü. İktisadi ve İdari Bilimler Dergisi, Cilt 10, Sayı 1, 2009, 159-174.
  • Vratskikh, I., Masa'deh, R., Al-Lozi, M., Maqableh, M., (2016). The impact of emotional intelligence on job performance via the mediating role of job satisfaction. International Journal of Business and Management. 11 (2), 69–91.
  • Yavas, U., Babakus, E. ve Ashill, N. J. (2010). Testing a branch performance model in a new zealand bank. Journal of Services Marketing, 24(5), 369-377.
  • Yeniçeri, T. ve Özal, H. (2016). Tüketici karar verme tarzlarının cinsiyet kimliğine göre incelenmesi. Pazarlama ve Pazarlama Araştırmaları Dergisi, 18, 135-168.
  • Yoon, S. J., Choi, D. C. ve Park, J. W. (2007). Service orientation: ıts ımpact on business performance in the medical service ındustry. The Service Industries Journal, 27(4), 371-380.
There are 62 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Görkem Akgül 0000-0002-5758-6124

Tülay Yeniçeri 0000-0001-8738-8578

Binnaz Çinar 0000-0002-0323-9864

Publication Date October 18, 2019
Submission Date July 23, 2019
Acceptance Date October 1, 2019
Published in Issue Year 2019 Volume: 12 Issue: 4

Cite

APA Akgül, G., Yeniçeri, T., & Çinar, B. (2019). Duygusal Zekanın Hizmet Odaklılık ve Algılanan Performans Açısından Değerlendirilmesi. Ömer Halisdemir Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 12(4), 478-495. https://doi.org/10.25287/ohuiibf.595669

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