Relationship Among Psychological Capital, Job Stress and Service-Oriented Organizational Citizenship Behaviour

Öz

The purpose of this study is to investigate the relationship among psychological capital, job stress and ser-vice-oriented organizational citizenship behaviour (SOOCB) in the food and beverage businesses which are a subcategory of the service sector. Accordingly, 502 questionnaires were collected during October-December 2017 from the employees of food and beverage department of four and five star hotels, and the staff of the first class restaurants and the restaurants with the special facility certificate in Eskişehir. According to the result of SEM (Structural equation modelling), there was a significant positive relationship between psycho-logical capital and Service oriented organizational citizenship behavior (SOOCB), and a significant negative relationship was found between psychological capital and job stress. There was a significant and negative relationship between job stress and SOOCB. Moreover, it has been determined that job stress is a partial mediator in relation to psychological capital and SOOCB. In line with the research findings, suggestions are presented for the business managers.

Anahtar Kelimeler

• Job stress
• Psychological capital
• Service-oriented organizatio-nal citizenship behaviour
• Eskişehir
• Food and beverage employees

Psikolojik Sermaye, İş Stresi ve Hizmet Odaklı Örgütsel Vatandaşlık Davranışı İlişkisi

Öz

Bu araştırmanın amacı psikolojik sermaye, iş stresi ve hizmet odaklı örgütsel vatandaşlık davranışı arasındaki ilişkinin hizmet sektöründe yer alan yiyecek içecek çalışanları örnekleminde ele alınıp incelenmesidir. Bu doğrultuda Eskişehir’de dört ve beş yıldızlı otellerin yiyecek içecek bölümü çalışanları ile birinci sınıf resto-ran ve özel tesis belgeli restoran çalışanlarından 2017 yılı Ekim -Aralık döneminde 502 anket toplanmıştır. Yapısal modelden elde edilen bulgulara göre psikolojik sermaye ile hizmet odaklı örgütsel vatandaşlık davra-nışı (HOÖVD) arasında anlamlı ve pozitif, psikolojik sermaye ile iş stresi arasında anlamlı ve negatif yönlü ilişki tespit edilmiştir. İş stresi ile hizmet odaklı örgütsel vatandaşlık davranışı arasında anlamlı ve negatif yönlü ilişki saptanmıştır. Ayrıca, iş stresinin psikolojik sermaye ile hizmet odaklı örgütsel vatandaşlık davranışı ilişki-sinde kısmi aracılık rolünün olduğu belirlenmiştir. Araştırmanın bulguları doğrultusunda işletme yöneticilerine bir dizi yönetimsel önerilerde bulunulmuştur.

Anahtar Kelimeler

• İş stresi
• Psikolojik sermaye
• Hizmet odak-lı örgütsel vatandaşlık davranışı
• Eskişehir
• Yiyecek içecek çalışanları

Kaynakça

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