ETHICAL LEADERSHIP AND ORGANIZATIONAL COMMITMENT IN RESTAURANT BUSINESSES: THE ROLE OF SERVICE CLIMATE

Year 2019, Volume: 21 , 43 - 64, 10.08.2019

Bekir Eşitti

https://doi.org/10.26468/trakyasobed.416709

Cited By: 3

Abstract

The
most important one of the challenges that restaurant businesses face is to
encourage employees for a good service. Good service depends on the creation of
an appropriate service climate. Employees learn norms and appropriate behaviors
by observing reliable managers. The institutionalization of ethical behaviors
by managers has been gaining importance for a good service climate and for the
employees in order to see themselves as a part of the organization. The aim of
this study is to evaluate ethical leadership, organizational commitment and
service climate in the context of restaurant businesses and to investigate the
mediating variable role of service climate on organizational commitment. In
accordance with this purpose, data were collected through questionnaire forms
from the employees of the first class restaurant businesses in the province
Istanbul. The results of the study reveal a significant direct effect of
managerial support as a dimension of service climate on organizational
commitment. Furthermore, ethical leadership positively affects the service
climate. Ethical leadership enhances the organizational commitment of
restaurant employees and positive service climate strengthens this impact.

Keywords

Ethical Leadership, Istanbul, Organizational Commitment, Restaurant Businesses, Service Climate

RESTORAN İŞLETMELERİNDE ETİK LİDERLİK VE ÖRGÜTSEL BAĞLILIK: SERVİS İKLİMİNİN ROLÜ

Abstract

Restoran işletmelerinin
karşılaştığı zorluklardan en önemlisi, çalışanları iyi bir servise teşvik
etmektir. İyi servis, uygun servis ikliminin yaratılmasına bağlıdır.
Çalışanlar, güvenilir yöneticileri gözlemleyerek normları ve uygun davranışları
öğrenirler. Etik davranışların yöneticiler tarafından kurumsallaştırılması, iyi
bir servis iklimi ve çalışanların kendilerini örgütün bir parçası olarak
görmesi için önem kazanmaktadır. Bu çalışmanın amacı etik liderlik, örgütsel
bağlılık ve servis iklimi konularını restoran işletmeleri bağlamında
değerlendirmek ve servis ikliminin örgütsel bağlılık üzerinde aracı değişken
rolünü araştırmaktır. Bu amaç doğrultusunda, İstanbul ilinde faaliyet gösteren
turizm işletme belgeli birinci sınıf restoran işletmeleri çalışanlarından anket
formları aracılığıyla veri toplanmıştır. Çalışmanın sonuçları, servis ikliminin
bir boyutu olarak yönetici desteğinin örgütsel bağlılık üzerinde doğrudan
önemli bir etkisini ortaya koymaktadır. Ayrıca etik liderlik servis iklimini de
olumlu yönde etkilemektedir. Etik liderlik restoran çalışanlarının örgütsel
bağlılığını artırmakta ve servis olumlu iklimi bu etkiyi güçlendirmektedir. 

Keywords

Etik Liderlik, Örgütsel Bağlılık, Servis İklimi, Restoran İşletmeleri, İstanbul

References

• Albayrak, A. (2015). Müşterilerin restoran seçimlerini etkileyen faktörler: İstanbul örneği. Anatolia: Turizm Araştırmaları Dergisi, 25(2), 190-201. doi:10.17123/atad.vol25iss255949
• Allen, N. J., ve Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational and Organizational Psychology, 63(1), 1-18. doi:10.1111/j.2044-8325.1990.tb00506.x
• Avcı, N., ve Küçükusta, D. (2009). Konaklama işletmelerinde örgütsel öğrenme, örgütsel bağlılık ve işten ayrılma eğilimi arasındaki ilişki. Anatolia: Turizm Araştırmaları Dergisi, 20(1), 33-44.
• Ayan, A. (2015). Etik liderlik tarzının iş performansı, içsel motivasyon ve duyarsızlaşma üzerine etkisi: Kamu kuruluşunda bir uygulama. Eskişehir Osmangazi Üniversitesi İİBF Dergisi, 10(3), 117-141.
• Bandura, A. (1977). Social learning theory. Englewood Cliffs, N.J.: Prentice Hall.
• Baron, R. M. ve Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
• Bayrakçı, M. (2007). Sosyal öğrenme kuramı ve eğitimde uygulanması. SAÜ Eğitim Fakültesi Dergisi, 14(10), 198-210.
• Bedi, A., Alpaslan, C. M., ve Green, S. (2016). A meta-analytic review of ethical leadership outcomes and moderators. Journal of Business Ethics, 139(3), 517–536.
• Bretthauer, K. M. (2004). Service management. Decision Sciences, 35(3), 325– 332.
• Bowen, D. E., ve Schneider, B. (2014). A service climate synthesis and future research agenda. Journal of Service Research, 17(1), 5-22.
• Brown, M. E., ve Trevino, L. K. (2006a). Ethical leadership: A review and future directions. Leadership Quarterly, 17(6), 595–616.
• Brown, M. E., ve Trevino, L. K. (2006b). Socialized charismatic leadership, values congruence, and deviance in work groups. Journal of Applied Psychology, 91(4), 954–962.
• Byun, G., Karau, S. J., Dai, Y., ve Lee, S. (2018). A three-level examination of the cascading effects of ethical leadership on employee outcomes: A moderated mediation analysis. Journal of Business Research, 88, 44-53.
• Campbell, D.T. (1960). Recommendations for APA test standards regarding, construct, trait, or discriminant validity. American Psychologist, 15(8), 546-53.
• Chen, Y. J. (2007). Relationships among service orientation, job satisfaction, and organizational commitment in the international tourist hotel industry. Journal of American Academy of Business, 11(2), 71-82.
• Cullen, J.B., Victor, B. ve Stephens, C. (1989). An ethical weather report: Assessing the Organization’s Ethical Climate. Organizational Dynamics, 18(2), 50-62.
• Çalkın, Ö. (2014). Otel çalışanlarının etil lider algılaması, örgütsel bağlılık, işten ayrılma niyeti ve iş tatminiyle demografik ve istihdam özellikleri arasındaki ilişki (Yüksek lisans tezi, Mustafa Kemal Üniversitesi, Hatay). Erişim adresi: https://tez.yok.gov.tr/UlusalTezMerkezi/tezSorguSonucYeni.jsp
• Çelik, S., Dedeoğlu, B. B., ve İnanir, A. (2015). Relationship between ethical leadership, organizational commitment and job satisfaction at hotel organizations. Ege Academic Review, 15(1), 53-63.
• Doğan, S., ve Kılıç, S. (2007). Örgütsel bağlılığın sağlanmasında personel güçlendirmenin yeri ve önemi. Erciyes Üniversitesi, İ.İ.B.F. Dergisi, 29(Temmuz-Aralık), 37-61.
• Doğdubay, M., ve Karan, İ. (2015). Yiyecek-içecek işletmelerinde etik uygulamaların SWOT Analizi ile değerlendirilmesi. Journal of Tourism and Gastronomy Studies, 3(4), 24-32.
• Dumitrescu, C., Marcu, V., Popescu, G., Moısa, S., ve Gherman, R. (2013). Ethics aspects in agritourism. Lucrari Stiintifice Management Agricol, 15(4), 311-314.
• Elbaz, A. M., ve Abou-Shouk, M. A. (2016). The role of tourism-related organization networks in developing sustainable community livelihoods. Journal of Basic and Environmental Sciences, 3, 112-122.
• Eroğluer, K., ve Yılmaz, Ö. (2015). Etik liderlik davranışlarının algılanan örgüt iklimi üzerine etkisine yönelik bir uygulama: İş yaşamında yalnızlık duygusunun aracılık etkisi. Journal of Business Research-Türk, 7(1), 280-308.
• Fraenkel, J., Wallen, N., ve Hyun, H. H. (2012). How to design and evaluate research in education. Boston: McGraw Hill.
• Gabler, C. B., Rapp, A., Richey, R. G., ve Adams, F. G. (2018). Can service climate detract from employee performance? The role of experience in optimizing satisfaction and performance outcomes. Decision Sciences, 49(1), 7-24.
• Gaertner, K. N., ve Nollen, S. D. (1989). Career experiences, perceptions of employment practices and psychological commitment to the organization. Human Relations, 42(11), 975-991.
• Gamgai, K. N., ve Agrawal, R. (2015). Job satisfaction and organizational commitment: Is it important for employee performance. International Journal of Management and Business Research, 5(4), 269–278.
• Hair, J. F. Jr., Rolph E. A., Ronald L. T., ve William C. B. (1998). Multivariate data analysis. New Jersey: Prentice-Hall International Inc.
• He, Y., Li, W., ve Lai, K.K., (2010). Service climate, employee commitment on customer satisfaction. International Journal of Contemporary Hospitality Management. 23(5), 592–607.
• Hong, Y., Liao, H., Hu, J., ve Jiang, K. (2013). Missing link in the service profit chain: A meta-analytic review of the antecedents, consequences, and moderators of service climate. Journal of Applied Psychology, 98, 237-267.
• Hunt, S.D. ve Morgan, R.M. (1994). Organizational commitment: One way of many commitments or key mediating construct. Academy of Management Journal, 37(6), 1568-1587.
• İstanbul Kültür Turizm Müdürlüğü (2017). İstanbul turizm istatistikleri raporu. Erişim adresi: http://www.istanbulkulturturizm.gov.tr/Eklenti/56803,aralik-2017pdf.pdf?0
• Jazsay, C. (2001). An integrated research review of ethics articles in hospitality journals 1990 to 2000, Northern Arizona University, Erişim adresi: http://www2.nau.edu/~clj5/Ethics/jaszay1.pdf
• Johnson, J.W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49(4), 49–63.
• Kim, W.G., ve Brymer, R.A. (2011). The effects of ethical leadership on manager job satisfaction, commitment, behavioral outcomes, and firm performance. International Journal of Hospitality Management, 30(4), 1020-1026.
• Kralj, A., ve Solnet, D. (2010). Service climate and customer satisfaction in a casino hotel: An exploratory case study. International Journal of Hospitality Management, 29(4), 711-719.
• Koç, M. (2018). Research on correlations between academicians' levels of organisational commitment and their intention to quit their job: A comparison of state and foundation universities. Journal of Education and Learning, 7(1), 163-173.
• Lam, T., Zhang, H., ve Baum, T. (2001). An investigation of employees job satisfaction: The case of hotels in Hong Kong, Tourism Management, 22(2), 157-165.
• Leong, C., Furnham, A., ve Cooper, C. (1996). The moderating effect of organizational commitment on the occupational stress outcome relationship. Human Relations, 49(10), 1345-1363.
• Liao, H., ve Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47(1), 41-58.
• Liao H., ve Chuang A. (2007). Transforming service employees and climate: A multilevel, multisource examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology, 92(4), 1006–1119.
• Lytle, R.S., Hom, P.W., ve Mokwa, M.P., (1998). SERVOR: A managerial measure of organizational service orientation. Journal of Retailing, 74(4), 455–489.
• Lotfi, Z., Atashzadeh-Shoorideh, F., Mohtashami, J., ve Nasiri, M. (2018). Relationship between ethical leadership and organisational commitment of nurses with perception of patient safety culture. Journal of Nursing Management, 26(6), 726-734.
• Macey, W.H., Schneider, B., Barbera, K., ve Young, S.A. (2009). Employee engagement: Tools for analysis, practice, and competitive advantage. London: Wiley-Blackwell.
• Marchiori, D., ve Henkin, A. (2004). Organizational commitment of health profession faculty: Dimensions, correlates and conditions. Medical Teacher, 26(4), 353-358.
• Mayer, D. M., Ehrhart, M. G., ve Schneider, B. (2009). Service Attribute boundary conditions of the service climate customer satisfaction link. Academy of Management Journal, 52(5),1034-1050.
• Mayer, D. M., Aquino, K., Greenbaum, R. L., ve Kuenzi, M. (2012). Who displays ethical leadership, and why does it matter? An examination of antecedents and consequences of ethical leadership. Academy of Management Journal, 55(1), 151–171.
• Meyer, J.P., ve Allen, N.J. (1991). A three-components conceptualization of organizational commitment. Human Resource Management Review, 1(1), 61-89.
• Meyer, J.P., Allen, N.J., ve Smith, C.A. (1993). Commitment to organizations and occupations: extension and test of a three-component conceptualization. Journal of Applied Psychology, 78(4), 538-551.
• Meyer, J. P., ve Allen, N. J. (2004). TCM employee commitment survey academic users guide. London, Ontario, Canada: The University of Western Ontario, Department of Psychology.
• O'Reilly, C. A., ve Chatman, J. (1986). Organizational commitment and psychological attachment: The effects of compliance, identification, and internalization on prosocial behavior. Journal of Applied Psychology, 71(3), 492 -499.
• Penley, L. E., ve Gould, S. (1988). Etzioni's model of organizational involvement: A perspective for understanding commitment to organizations. Journal of Organizational Behavior, 9(1), 43-59.
• Podsakoff, P.M., Mackenzie, S.B., Lee, J., ve Podsakoff, N.P., (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903.
• Sarıışık, M., Akova, O., ve Çontu, M. (2006). Otel yöneticilerinin etik politika ve yöntemlere yaklaşımları üzerine ampirik bir araştırma. Anatolia: Turizm Arastirmalari Dergisi, 17(1), 23-34.
• Satansbury, J. (2009). Reasoned moral agreement: Applying discourse ethics within organizations. Business Ethics Quartery, 19(1), 33-56.
• Schneider, B. (2004). Welcome to the world of services management. Academy of Management Journal, 18(2), 144–150.
• Schneider, B., White, S. S., ve Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of Applied Psychology, 83(2), 150–163.
• Susskind, A. M. (2005). A content analysis of consumer complaints, remedies, and repatronage ıntentions regarding dissatisfying service experiences. Journal of Hospitality & Tourism Research, 29(2), 150-169.
• Susskind, A. M., Kacmar, K. M., ve Borchgrevink, C. P. (2018). Guest–Server Exchange Model and performance: The connection between service climate and unit-level sales in multiunit restaurants. Journal of Hospitality & Tourism Research, 42(1), 122-141.
• Tabachnick, B. G., ve Fidell, L. S. (2001). Using multivariate statistics. New York: Allyn and Bacon.
• Thiroux, J. P. (1980). Ethics: Theory and practice (2nd ed.). Encino, CA: Glencoe Publishing.
• Tuna, M. (2007). Personal devir oranı analizi: Ankarada yer alan yıldızlı otel işletmelerinde bir uygulama. Anatolia: Turizm Araştırmaları Dergisi, 18(1), 45-52.
• Tuna, M., Bircan, H., ve Yeşiltaş, M. (2012). Etik Liderlik Ölçeği’nin geçerlilik ve güvenilirlik çalışması: Antalya örneği. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 26(2), 143-155.
• Yazıcıoğlu, İ., ve Boylu Y. (2003). Dünya turizm örgütünün belirlediği etik kodları ve bu kodların Türkiye’de uygulanmasına ilişkin bir araştırma. Turizm Akademik, 2, 41-57.
• Yenihan, B. (2015). Örgütsel bağlılık ve iş tatmini arasındaki ilişki. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 4(2), 170-178.