EFFECTS OF CONFLICT AND IMPRESSION MANAGEMENT ON JOB PERFORMANCE: A FIELD RESEARCH FOR TRNC TOURISM SECTOR

Yıl 2019, Cilt: 11 Sayı: 2, 20 - 37, 01.07.2019

Ahmet Mithat Göker Mustafa Sağsan

Öz

The purpose of this study is to determine the effects of conflict and impression
management attitudes on the job performance of staff in five star hotels in TRNC.
“Organizational Conflict Inventory-II”, “Impression Management Scale” and
“Job Performance Scale” were applied to 327 hotel staff selected by random
sampling model. According to the study findings; all demographic variables were
significantly related to the impression and conflict management scales (p<0.05),
while gender, education level, working period and department variables were
found to be significant to job performance (p<0.05). Moreover, the most
important variable affecting the organizational conflict attitudes of the hotel staff
was department while working period and gender were the most important
variables for impression attitudes and job performance, respectively.

Anahtar Kelimeler

Conflict Management, Impression Management, Business Performance

ÇATIŞMA VE İZLENİM YÖNETİMİNİN İŞ PERFORMANSINA ETKİSİ: KKTC TURİZM SEKTÖRÜ ÜZERİNE BİR ALAN ÇALIŞMASI

Öz

Bu çalışmada KKTC’de bulunan beş yıldızlı otellerdeki personelin çatışma ve
izlenim yönetimi tutumlarının iş performansına etkilerinin belirlenmesi
amaçlanmıştır. Rastgele örneklem modeli ile seçilen 327 otel personeline
“Örgütsel Çatışma Envanteri-II”, “İzlenim Yönetimi Ölçeği” ve “İş Performansı
Ölçeği” kapsamında anket soruları uygulanmıştır. Çalışma bulgularına göre;
katılımcıların cinsiyet, eğitim düzeyi, işletmede çalışma süresi ve çalışılan
departman değişkenlerinin iş performansı ile anlamlı ilişkisi olduğunun
belirlenmesiyle birlikte (p<0.05), izlenim ve çatışma yönetimi ölçeklerinin de tüm
demografik değişkenler ile anlamlı bir ilişkiye sahip olduğu tespit edilmiştir
(p<0.05). Ayrıca otel personelinin örgütsel çatışma tutumlarını etkileyen en
önemli değişken çalışılan departman iken; izlenim tutumları için bu değişken
işletmede çalışma süresi, iş performansında ise cinsiyet olarak bulunmuştur.

Anahtar Kelimeler

Çatışma Yönetimi, İzlenim Yönetimi, İş Performansı

Kaynakça

• Anjum, Muhammed Adeel, Jahanvash Karim & Zainab Bibi. “Relationship of Values and Conflict Management Styles”, Business Review. 9:1, January-June 2014, 92-103.
• Basım, H. Nejat ve İlker Tatar, “Kamuda İzlenim Yönetimi: Karşılaştırmalı Bir Çalışma”, Amme İdaresi Dergisi. 39:4, Aralık 2006, 225-244.
• Basım, H. Nejat, İlker Tatar ve Nesrin Hisli Şahin. “İzlenim Yönetiminde Kendilik Algısı, Kontrol Odağı, Mesleki Hedeflere Ulaşma ve Stres: Bir Kamu Sektörü Örneği”,Türk Psikoloji Dergisi. 21:58, 2006, 1-14.
• Bhat, Aruna B., Santosh Rangnekar & Mukesh Kumar. “Organizational Conflict Scale: Reexamining the Instrument”, Journal of Organizational Behavior. 12:1, 2013, 7-23.
• Bolino, C. Mark& William H. Turnley. “Counternormative Impression Management, Likeability, and Performance Ratings: The Use of Intimidation in an Organizational Setting”, Journal of Organizational Behavior. 24:2, Mart 2003, 237-250.
• Bolino, C.Mark, Anthony C. Klotz &Denise Daniels.“The Impact of Impression Management Over Time”, Journal of Managerial Psychology.29:3, 2014, 1-35.
• Bolino, Mark C. &William H. Turnley. “Measuring Impression Management in Organizations: A Sale Development Based on the Jones and Pittman Taxonomy”,Organizational Research Methods. 2, 1999, 187-206.
• Bolino, Mark C., Jose A. Varela, Belen Bande & William H. Turnley, “The Impact of Impression Management Tactics On Supervisor Ratings of Organizational Citizenship Behavior”, Journal of Organizational Behavior. 27, 2006, 281-297.
• Borman, C. Walter & S.J. Motowidlo, “Expanding the Criterion Domain to Include Elements of Contextual Performance, Personnel Selection in Organizations”,New York: Jossey-Bass, 1993.
• Choi, Yeju. “Conflict-Handling Behaviors of Korean Immigrants in the United States”, Conflict Resolution Quarterly. 34:4, Summer 2017, 375-407.
• De Dreu, K.W. Carsten, Arne Evers, Bianca Beersma, Esther S. Kluwer & Aukje Nauta. “A Theory-Based Measure of Conflict Management Strategies in the Workplace”,Journal of Organizational Behavior. 22, 2001, 645-668.
• Díaz-Vilela, F. Luiz, Naila Delgado Rodríguez, Rosa Isla-Díaz, Dolores DíazCabrera, Estafania Hernández-Fernaud & Christian Rosales-Sánchez. “Relationships Between Contextual and Task Performance and Interrater Agreement: Are There Any?”,Plos One. 10:10, 2005, 1-3.
• Doğan, Selen ve Selçuk Kılıç. “Örgütlerde ‘İzlenim Yönetimi Davranışı’ Üzerine Kavramsal Bir İnceleme”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi. 23:3, 2009, 53-82.
• Drory, Amos& Nurit Zaidman.“Impression Management Behavior: Effects of the Organizational System”, Journal of Managerial Psychology. 22:3, 2007, 290-308.
• Eryeşil, Kemalettin ve Mehtap Öztürk. “Çatışma Yönetiminde Kullanılan Stratejilerin Çalışanların İşten Ayrılma Niyetlerine Etkisi: Selçuklu Belediyesi Örneği”,Sosyal Bilimler Meslek Yüksekokulu Dergisi. 18:1, 2015, 137-154.
• Gonçalves, Gabriela, Marta Reis, Cátia Sousa, Joana Santos, Alejandro Orgambídez-Ramos & Peter Scott. “Cultural Intelligence and Conflict Management Styles”, International Journal of Organizational Analysis. 24:4, 2016, 725-742.
• Higgins, A. Chad, Judge, Timothy A. & Gerald R. Ferris.“Influence Tactics and Work Outcomes: A Meta-Analysis”, Journal of Organizational Behavior. 24:2003, 89-106.
• Jones, E. Edward & Thane S. Pittman. “Toward A General Theory of Strategic Self-Presentation”, in: Jerry Suls, (Ed.), Psychological Perspectives on the Self. New Jersey: Lawrence Erlbaum Associates Publishers, 1982, pp.231-262.
• Leary, R. Mark & Robin M.Kowalski. “Impression Management: A Literature Review and Two Componenet Model”, Psychological Bulletin. 107:1, 1990, 34- 47.
• Lee, Kim Lian. “An Examination between the Relationships of Conflict Management Styles and Employees’ Satisfaction”, International Journal of Business and Management. 3:9, September 2008, 11-25.
• Lewis, A. Melissa & Clayton Neighbors. “Self-Determination and the Use of SelfPresentation Strategies”, The Journal of Social Psychology. 145:4, 2005, 469- 489.
• Peeters, Helga & Filip Lievens. “Verbal and Nonverbal Impression Management Tactics in Behavior Description and Situational Interviews”, International Journal of Selection and Assessment. 14:3, September 2006, 206-222.
• Pondy, R. Louis. “Organizational Conflict: Concepts and Models”, Administrative Science Quarterly. 12:2,1967, 196-320.
• Rahim, M. Afzalur. “A measure of Styles of Handling Interpersonal Conflict”, Academy of Management Journal. 26:2, 1983, 368-376.
• Saeed, Tahir, Shazia Almas, M. Anis-ul-Haq & GSK Niazi. “Leadership Styles: Relationship with Conflict Management Styles”, International Journal of Conflict Management. 25:3, 2014, 214-225.
• Samra, Rawan Abu, Ibrahim Almallah, Khaled Tuguz & Andrea Caputo. “An Exploratory Study of the Impact of Cultural Intelligence on Conflict Management Styles: Evidences from Jordan”, Paper presented at the 15th Annual Conference of the European Academy of Management, 17-20 June 2015, Warsaw, Poland.
• Schütz, Astrid. “Assertive, Offensive, Protective, and Defensive Styles of SelfPresentation: A Taxonomy”, The Journal of Psychology. 132:6, 1998, 611-628.
• Tedeschi, James T. & V. Melburg. “Impression Management and Influence in the Organization”, in: S.B. Bacharach & E.J. Lawler, (Eds.), Research in the Sociology of Organizations. Greenwich, CT: JAI Press, 1984, pp.31-58.
• Tsai, Wei-Chi, Tun-Chun Huang, Chih-Yun Wu & I-Hsuan Lo. “Disentangling the Effects of Applicant Defensive Impression Management Tactics in Job Interviews”, International Journal of Selection and Assessment. 18:2, June 2010, 131-140.
• Ülbeği, İlksun Didem, Hande Mimaroğlu Özgen ve Hüseyin Özgen. “Örgütsel Ortamda İstismarcı Yönetim ve İzlenim Yönetimi Üzerine Bir Araştırma”, Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 22:2, 2013, 1-14.
• Wayne, Sandy J. & Gerald R. Ferris. “Influence tactics, Affect, and Exchange Quality in Supervisor- Subordinate İnteractions: A Laboratory Experiment and Field Study”, Journal of Applied Psychology. 75, 1990, 487-499.
• Wayne, Sandy J. & Robert C. Liden.“Effects of Impression Management on Performance Ratings: A Longitudinal Study”, The Academy of Management Journal.38:1, February 1995, 232-260.
• Yücel, İlhami. “Örgütlerde İzlenim Yönetimi ve Taktikleri Üzerine Kavramsal Bir İnceleme”, Akademik Bakış Dergisi. 35, Mart-Nisan 2013, 1-20.
• Zaidman, Nurit & Amos Drory. “Upward Impression Management in the Work Place Cross-Cultural Analysis”, International Journal of Intercultural Relations. 25, 2001, 671-690.
• Zivnuska, Suzanne, K. MicheleKacmar, L.A. Witt, Dawn S. Carlson & Virginia K. Bratton. “Interactive Effects of Impression Management and Organizational Politics On Job Performance”, Journal of Organizational Behavior. 2:25,2004, 627-640.