@article{article_1481667, title={THE ROLE OF MANAGERS’ LEADERSHIP BEHAVIORS IN DEVELOPING EMPLOYEES’ CUSTOMER-ORIENTED BEHAVIORS}, journal={Bingöl Üniversitesi Sosyal Bilimler Enstitüsü Dergisi}, pages={313–328}, year={2025}, DOI={10.29029/busbed.1481667}, author={Oruç, Şükran and Akın, Pınar Duygu}, keywords={Liderlik Davranışları, Müşteri Yönlü Davranışlar, Çalışma Yaşamı}, abstract={This study aims to examine the relationships between managers’ leadership behaviours and employees’ customer orientations and to reveal the effect of the leadership behaviours exhibited by managers on employees’ customer-oriented behaviours. A quantitative research methodology was employed to achieve this objective. The research utilised a relational research type and a field study design based on examining variables. Data were collected through a survey administered to 226 service employees at a hotel in Antalya using a convenience sampling method. For the analysis of the collected data, confirmatory factor analysis was conducted to assess the validity of the scales, reliability was tested using Cronbach’s alpha, and correlation and regression analyses were performed to identify relationships between variables. The data analysis was carried out using SPSS 27.0 and AMOS software. According to the results obtained, significant positive relationships were identified between managers’ leadership behaviours and employees’ customer-oriented behaviours. Furthermore, the regression analysis results indicated that managers’ leadership behaviours significantly and positively affect the development of employees’ customer-oriented behaviours. Additionally, when examined in sub-dimensions, the results showed that leadership behaviours such as challenging the process, inspiring a shared vision, facilitating others’ work, modelling the way, and encouraging the heart significantly and positively affect employees’ customer-oriented behaviours.}, number={29}, publisher={Bingöl Üniversitesi}