A Proposed Model of the Dimensions of Perceived Organizational Support of Employees Working in Hotel Management

Year 2016, Volume: 1 Issue: 2, 1 - 14, 30.10.2016

Hatice Güçlü Nergiz

https://doi.org/10.31454/usb.378111

Abstract

Perceived Organizational Support Theory is a theory based on explaining
employee- organization relationship in terms of Social Exchange Theory.
Although the common view is that  a
substantial part of an employee’s perceived support of  their organization come from their managers
and fellow employees, there is an insufficient amount of research in  hospitality management regarding whether
customer behaviours and customer- employee interaction effect this perception.
In this study, it is argued that whether customers as the components of
intellectual capital will have an effect on an employee’s perceived
organizational support. In this context, the study has been conducted starting
from customer capital which represents human capital source as well as the
component of intellectual capital in tourism industry. From this perspective,
it is claimed  that customer capital in
tourism industry may also contribute as a dimension to the perceived
organizational support of the employees. In other words, in this study it is
claimed that customer capital which is a component of the intellectual capital,
forms a dimension of the employee’s perceived organizational support. This
study is based on the scanning  of
conceptual and empirical literature regarding this dimension.

Keywords

Organizational support, intellectual capital, customer capital, customer- employee interaction

Otel İşletmelerinde Çalışanların Algıladıkları Örgütsel Destek Boyutları Üzerine Bir Model Önerisi

Abstract

Örgütsel destek teorisi, çalışan- örgüt ilişkilerini sosyal değişim
teorisine dayanarak açıklayan ve anlamlandıran bir teoridir. Çalışanın
örgütünden algıladığı desteğin büyük oranda yönetici ve çalışma arkadaşlarına
bağlı olduğu görüşü yaygın olmakla birlikte, müşteri davranışları ve müşteri-
çalışan etkileşiminin bu algılamayı etkileyip etkilemediği konaklama
işletmeleri literatüründe yeterince incelenmemiştir. Bu çalışmada, entelektüel
sermaye unsuru olarak müşterilerin çalışanların örgütsel destek algıları
üzerinde etkide bulunup bulunmayacağı tartışılmaktadır. Bu bağlamda, turizm
endüstrisinde insan kaynağı sermayesini ifade eden ve aynı zamanda entelektüel
sermayenin bir unsuru olan müşteri sermayesinden hareket edilmiştir. Bu açıdan
turizm endüstrisinde müşteri sermayesinin aynı zamanda çalışanların örgütsel
destek algılamasını etkileyen bir boyut olarak ele alınabileceği iddia
edilmektedir. Başka bir ifade ile bu çalışmada, entelektüel sermaye
unsurlarından olan müşteri sermayesinin çalışanların algıladıkları örgütsel
desteğin bir boyutunu oluşturduğu iddia edilmektedir. Çalışma, bu boyutla
ilgili kavramsal ve görgül literatürün bir taraması niteliğindedir. 

Keywords

Örgütsel destek, entelektüel sermaye, müşteri sermayesi, müşteri-çalışan etkileşimi

References

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