The purpose of this study is to determine the level of organizational service orientation and to investigate the impact of organizational service orientation on the lodging business performance in Turkey. In line with the purpose of the study, a causal model consisting of organizational service orientation as independent variable and business performance as dependent variable was offered and the model was tested with multiple regression analysis. Previously developed scales were employed in order to measure organizational service orientation and lodging business performance. Purposive sampling was used and three, four, five star hotels and four and five star holiday villages in Antalya were included in the field research. Data were gathered from lodging managers with the help of a questionnaire which is conducted face to face. The results of the study show that lodging businesses' managers evaluate themselves in a positive way in relation to organizational service orientation, and perceive their firm as service-oriented. Also, the study points out that organizational service orientation of lodging businesses have significant impacts on business performance.
Ahmad, S. ve Schroeder, R.G. (2003). The Impact of Human Resource Management Practices on Operational Performance: Recognizing Country and Industry Differences, Journal of Operations Management, 21: 19–43
Arıkan, R. (1995). Araştırma Teknikleri ve Rapor Yazma. Ankara: Tutibay Ltd. Şti
Armstrong, J. S. ve Overton, T. S. (August 1977). Estimating Nonresponse Bias in Mail Surveys”, Journal of Marketing Research, 14 (3): 396-402
Atkinson, H. ve Brown, J. B. (2001). Rethinking Performance Measures: Assessing Progress in UK Hotels, International Journal of Contemporary Hospitality Management, 13(3):128- 135
Avcı, U. (Temmuz-Ağustos-Eylül 2005). Konaklama İşletmelerinde Finansal ve Finansal Olmayan Performans Ölçümüne İlişkin Bir Alan Araştırması, Seyahat ve Otel İşletmeciliği Dergisi, 2 (3): 5-11
Bae, J. ve Lawler, J. J. (Jun 2000). Organizational and HRM Strategies in Korea: Impact on Firm Pperformance in an Emerging Economy, Academy of Management Journal, 43 (3): 502-517
Bernard, H. R. (2000). Social Research Methods. London: Sage Publications
Berry, L. L.; Parasuraman, A. ve Zeithaml, V.A. (May 1994). Improving Service Quality in America: Lessons Learned, The Academy of Management Executive, 8 (2):32-52
Chin, K.; Pun, K. ve Lau, H. (2003). Development of A Knowledge-Based Self- Assesment System for Measuring Organisational Performance, Expert Systems with Applications, 24: 443–455.
Cho, W.J. (2004). An Exploration of the Marketing Concept in the Korean Leisure Sport Industry: Market Orientation, Service Orientation, and Organizational Performance (Unpublished Doctoral Dissertation). University of New Mexico
Churchill, G. A. (1996). Basic Marketing Research. Fort Wort: The Dryden Press
Delaney, J. T. ve Huselid, M. A. (August 1996). The Impact of Human Resource Management Practices on Perceptions of Organizational Peformance, Academy of Management Journal, 39(4): 949-969
Domke- Damonte, D. ve Levsen, V. B. (Summer 2002). The Effect of Internet Usage on Cooperation and Performance in Small Hotels, SAM Advaced Management Journal, 31-38
Espino-Rodríguez, T. F. ve Padrón-Robaina, V. (2005). A Resource-Based View of Outsourcing and Its Implications Organizational Performance in the Hotel Sector, Tourism Management, 26:707–721
Fey, C. F. ve Bjorkman I. (2001). The Effect of Human Resource Management Practices on MNC Subsidiary Performance in Russia, Journal of International Business Studies, 32(1): 59-75
Ganster, D.C.; Hennessey, H.W. ve Luthans, F. (Jun 1983). Social Desirability Response Effects: Three Alternative Models, Academy of Management Journal, 26:321-331
Garg, R.K. ve Chan, K.K. (1997). Service Orientation and Small Business Marketing, Journal of Professional Service Marketing, 15 (2): 131-143
Gonzáles, J. V. ve Garazo, T.G. (2006). Structural Relationships Between Organizational Service Orientation, Contact Employee Job Satisfaction and Citizenship Behavior, International Journal of Service Industry Management, 17
(1): 23-50
Green, S. B.; Salkind, N. J. ve Akey, T. M. (1997). Using SPSS for windows: Analysing and understanding data. Englewood Cli!s NJ: Prentice-Hall
Hair, J. F.; Anderson, R.E.; Tahtam, R.L. et al (1998). Multivariate Data Analysis (5th edt). New Jersey: Prentice- Hall International, Inc
Haktanır, M. ve Harris, P. (2005). Performance Measurement Practice in an Independent Hotel Context, International Journal of Contemporary Hospitality Management, 17(1): 39-50
Harris, L. C. ve Ogbonna, E. (2001). Strategic Human Resource Management, Market Orientation, and Organizational Performance, Journal of Business Research, 51:157-166
Harris, P. J. ve Mongiello, M. (2001). Key Performance Indicators in European Hotel Properties: General Managers' Choices and Company Profiles, International Journal of Contemporary Hospitality Management, 13(3): 120- 127
Henkoff, R. (June 1994). Service is Everybody’s Business, Fortune, (27): 48-60
Homburg, C.; Hoyer, W. D. ve Fassnacht, M. (October 2002). Service Orientation of a Retailer Business Strategy: Dimension, Antecendents and Performance Outcomes, Journal of Marketing, 66(44): 86-101
Hotel Guide Türkiye Otel Rehberi http://www.hotelguide.com.tr Erişim Tarihi: 22.05.2005
Hotel Guide Türkiye 2004, Cilt 2, Ekin Yazım Grubu
Huang, T. (2001). The Relation of Training Practices and Organizational Performance in Small and Medium Size Enterprises, Education & Training, 43 (8- 9): 437- 444
Huselid, M. A. (Jun 1995). The İmpact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance, Academy of Management Journal, 38(3): 635- 672
Johnson, J. W. (1996). Linking Employee Perceptions of Service Climate to Customer Satisfaction, Personnel Physcology, 49(4): 831-851
Judd, C. M.; Smith, E. R. ve Kidder, L. H. (1991). Research Methods in Social Relations. Fort Worth: Hartcourt Brace Jovanovich Collage Publishers
Kalleberg, A. L. ve Moody, J. W. (Jun 1994). Human Resource Management and Organizational Performance, The American Behavioral, 37(7): 948- 962
Kueng, P. ve Krahn, A. J. W. (March- April 1999). Building a Process Performance Measurement System: Some Early Experiences, Journal of Scientific & Industrial Research, 58(3-4): 149-159
Kuşluvan, Z. ve Kuşluvan, S. (2005). Otel İşletmelerinde İş ve İşletme ile İlgili Faktörlerin İşgören Tatmini Üzerindeki Görece Etkisi: Nevşehir Örneği, Anatolia: Turizm Araştırmaları Dergisi, 16 (2):183-203
Kültür ve Turizm Bakanlığı “Charter İstatistikleri” http://www.kultur.gov.tr Erişim Tarihi: 21.06.2007
Lai, K. (2003). Market Orientation in Quality-Oriented Organization and its Impact on Their Performance, International Journal of Production Economics, 84:17-34
Lai, K. ve Cheng, E. (2005). Effects of Quality Management and Marketing on Organizational Performance, Journal of Business Research, 58: 446-456
Lambert, D. M. ve Harrington, T.C. (1990). Measuring Nonresponse Bias in Customer Service Mail Surveys, Journal of Business Logistics, 11(2): 5-25
Lee, Y. K.; Park, D.H. ve Yoo, D.K. (Fall 1999). The Structural Relationships Between Service Orientation, Mediators, and Business Performance In Korean Hotel Firms, Asia Pasific Jornal of Tourism Research, 4(1): 59- 70
Lovelock, C.H. (Summer 1983). Classifying Services to Gain Strategic Marketing Insights, Journal of Marketing, 9-20
Lovelock, C. (2000). Services Marketing (4th edt). New Jersey: Prentice Hall
Lynn, M.L.; Lytle, R. S. ve Bobek, S. (2000). Service Orientation in Transitional Markets: Does it Matter?, European Journal of Marketing, 34(3/4): 279-298
Lytle, R. S ve Timmerman, J. E. (2006). Service Orientation and Performance: An Organizational Perspective, Journal of Service Marketing, 20(2): 136- 147
Lytle, R. S ve Timmerman, E. (2003). Developing an Organizational Service Orientation Among Employees. İçinde S. Kuşluvan(Editör), Managing Employee Attıtudes And Behavıors in the Tourısm and Hospıtalıty Industry (ss. 559-576). New York: Nova Publisher.
Lyte, R. S.; Hom, P.W. ve Mokwa, M.P. (1998). SERV*OR: A Managerial Measure of Organizational Service Orientation, Journal of Retailing, 74(4): 455-489
Lytle, R. S. (1994). Service Orientation, Market Orientation, and Performance: An Organizational Culture Perspective (Unpublished Doctoral Dissertation). Arizona State University
Malhotra, N. K. (1996). Marketing Research: An Applied Orientation. New Jersey: Prentice-Hall Inc
Michie, J. ve Sheehan-Quinn, M. (2001). Labour Market Flexibility, Human Resource Management and Corporate Performance, Journal of Management, 12: 287-
306
Nancarrow, C. ve Brace, I. (Summer 2000). Saying the "Right Thing": Coping with Social Desirability Bias in Marketing Research, Bristol Business School Teaching and Research Review, (3):
Navarro, J. G. C. ve Moya, B. R. (2005). Business Performance Management and Unlearning Process, Knowledge and Process Management, 12(3):161–170.
Ngo, H.; Turban, D.; Lau, C. et al. (August 1998). Human Resource Practices and Firm Performance of Multinational Corporations: Infiuences of Country Origin, International Journal of Human Resource Management, 9(4): 632-652
O’Connor, S.J ve Shewchuk, R. M. (Winter 1995). Service Quality Revisited: Striving for a New Orientation, Hospital & Health Services Administration, 4 (4): 535-552
Peterson, R. A. (September 1994). A Meta-Analysis of Cronbach’s Coefficient Alpha, Journal of Consumer Research, 21: 381-391
Phillips, P. A. (1999). Hotel Performance and Competitive Advantage: A Contingency Approach, International Journal of Contemporary Hospitality Management, 11(7): 359-365
Phillips, P.; Davies, F. ve Moutinho, L. (1999). The Interactive Effects of Strategic Planning on Hotel Performance: A Neural Network Analysis, Management Decision, 37(3): 279-288
Ramsay, H.; Scholarios, D. ve Harley, B. (December 2000). Employees and High-Performance Work Systems: Testing Inside the Black Box, British Journal of Industrial Relations, 38(4): 501-531
Reichel, A. ve Haber, S. (2005). A Three-Sector Comparison of the Business Performance of Small Tourism Enterprises: An Exploratory Study, Tourism Management, 26: 681-690
Robinson, H. S.; Anumba, C. J.; Carrillo, P. M. et al (2005). Business Performance Measurement Practices in Construction Engineering Organizations, Measuring Business Excellence, 9(1):13- 22
Robson, C. (2002). Real Wold Research. Oxford: Blackwell
Saura, I. G.; Contrí, G.B.; Taulet, A.C. et al. (2005). Relationships Among Customer Orientation, Service Orientation and Job Satisfaction in Financial Services, International Journal of Service Industry Management, 16(5): 497-525
Sergeant, A. ve Mohamad, M. (1999). Business Performance In The Uk Hotel Sector- Does It Pay To Be Market Oriented?. The Service Industries Journal 19(3): 42-59
Stöber, J. (2001). The Social Desirability Scale-17 (SDS-17), European Journal of Psychological Assessment, 17(3): 222–232
Wan D.; Kok V. ve Ong, C. H. (Jul/Aug 2002). Strategic Human Resource Management and Organizational Performance in Singapore, Compensation and Benefits Review, 34(4):33-42
Way, S. A. (2002). High Performance Work Systems and Intermediate Indicators of Firm Performance Within the US Small Business Sector, Journal of Management, 28(6): 765-785
Wei, K. K. ve Nair, M. (2006). The Effects of Customer Service Management on Business Performance in Malaysian Banking Industry: An Emprical Analysis, Asia Pacific Journal of Marketing and Logistics, 18(2): 111- 128
Wood, S. ve de Menezes, L. (April 1998). High Commitment Management in the U.K.: Evidence from the Workplace Industrial Relation Survey, and Employers’ Manpower and Skill Practices Survey, Human Relations, 51(4): 485- 515
Yeung, P. K. Ve Lau, C. M. (2005) Competitive Actions and Firm Performance of Hotels İn Hong Kong, Hospitality Management, 24: 611-633
Youndt, M. A.; Snell, S. A.; Dean, J. W. et al. (August 1996). Human Resource Management, Manufacturing Strategy, and Firm Performance, Academy of Management Journal, 39(4): 836- 866
Zerbe, W. J. ve Paulhus, D. L. (1987). Socially Desirable Responding in Organizational Behavior: A Reconception, Academy of Management Review, 12(2): 250-264.
Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama
Bu çalışmanın amacı, Türkiye'de konaklama işletmelerinin örgütsel hizmet odaklılık düzeylerini tespit etmek ve konaklama işletmelerinin örgütsel hizmet odaklılık düzeylerinin işletme performansı üzerindeki etkisini ortaya koymaktır. Bu amaçla, konaklama işletmelerinde örgütsel hizmet odaklılığın işletme performansı üzerindeki etkisini belirlemek için bir model önerilmiş ve bu model çoklu regresyon analizi ile test edilmiştir. Konaklama işletmelerinin örgütsel hizmet odaklılık düzeylerini ve performanslarını ölçmek için daha önce geliştirilen ölçekler kullanılmıştır. Örnekleme yöntemi olarak amaca göre (purposive) örnekleme yöntemi olarak da bilinen yargısal (judgemental) örnekleme yöntemi tercih edilmiş ve alan araştırması kapsamına Antalya ilindeki üç, dört ve beş yıldızlı oteller ile dört ve beş yıldızlı tatil köyleri dahil edilmiştir. Veriler, konaklama işletmelerinin yöneticilerinden yüzyüze anket yöntemi ile toplanmıştır. Araştırma sonucunda konaklama işletmelerinin örgütsel hizmet odaklılık düzeylerinin yüksek olduğu tespit edilmiştir. Ayrıca, örgütsel hizmet odaklılığın konaklama işletmelerinin performansını önemli ölçüde etkilediği tespit edilmiştir.
Ahmad, S. ve Schroeder, R.G. (2003). The Impact of Human Resource Management Practices on Operational Performance: Recognizing Country and Industry Differences, Journal of Operations Management, 21: 19–43
Arıkan, R. (1995). Araştırma Teknikleri ve Rapor Yazma. Ankara: Tutibay Ltd. Şti
Armstrong, J. S. ve Overton, T. S. (August 1977). Estimating Nonresponse Bias in Mail Surveys”, Journal of Marketing Research, 14 (3): 396-402
Atkinson, H. ve Brown, J. B. (2001). Rethinking Performance Measures: Assessing Progress in UK Hotels, International Journal of Contemporary Hospitality Management, 13(3):128- 135
Avcı, U. (Temmuz-Ağustos-Eylül 2005). Konaklama İşletmelerinde Finansal ve Finansal Olmayan Performans Ölçümüne İlişkin Bir Alan Araştırması, Seyahat ve Otel İşletmeciliği Dergisi, 2 (3): 5-11
Bae, J. ve Lawler, J. J. (Jun 2000). Organizational and HRM Strategies in Korea: Impact on Firm Pperformance in an Emerging Economy, Academy of Management Journal, 43 (3): 502-517
Bernard, H. R. (2000). Social Research Methods. London: Sage Publications
Berry, L. L.; Parasuraman, A. ve Zeithaml, V.A. (May 1994). Improving Service Quality in America: Lessons Learned, The Academy of Management Executive, 8 (2):32-52
Chin, K.; Pun, K. ve Lau, H. (2003). Development of A Knowledge-Based Self- Assesment System for Measuring Organisational Performance, Expert Systems with Applications, 24: 443–455.
Cho, W.J. (2004). An Exploration of the Marketing Concept in the Korean Leisure Sport Industry: Market Orientation, Service Orientation, and Organizational Performance (Unpublished Doctoral Dissertation). University of New Mexico
Churchill, G. A. (1996). Basic Marketing Research. Fort Wort: The Dryden Press
Delaney, J. T. ve Huselid, M. A. (August 1996). The Impact of Human Resource Management Practices on Perceptions of Organizational Peformance, Academy of Management Journal, 39(4): 949-969
Domke- Damonte, D. ve Levsen, V. B. (Summer 2002). The Effect of Internet Usage on Cooperation and Performance in Small Hotels, SAM Advaced Management Journal, 31-38
Espino-Rodríguez, T. F. ve Padrón-Robaina, V. (2005). A Resource-Based View of Outsourcing and Its Implications Organizational Performance in the Hotel Sector, Tourism Management, 26:707–721
Fey, C. F. ve Bjorkman I. (2001). The Effect of Human Resource Management Practices on MNC Subsidiary Performance in Russia, Journal of International Business Studies, 32(1): 59-75
Ganster, D.C.; Hennessey, H.W. ve Luthans, F. (Jun 1983). Social Desirability Response Effects: Three Alternative Models, Academy of Management Journal, 26:321-331
Garg, R.K. ve Chan, K.K. (1997). Service Orientation and Small Business Marketing, Journal of Professional Service Marketing, 15 (2): 131-143
Gonzáles, J. V. ve Garazo, T.G. (2006). Structural Relationships Between Organizational Service Orientation, Contact Employee Job Satisfaction and Citizenship Behavior, International Journal of Service Industry Management, 17
(1): 23-50
Green, S. B.; Salkind, N. J. ve Akey, T. M. (1997). Using SPSS for windows: Analysing and understanding data. Englewood Cli!s NJ: Prentice-Hall
Hair, J. F.; Anderson, R.E.; Tahtam, R.L. et al (1998). Multivariate Data Analysis (5th edt). New Jersey: Prentice- Hall International, Inc
Haktanır, M. ve Harris, P. (2005). Performance Measurement Practice in an Independent Hotel Context, International Journal of Contemporary Hospitality Management, 17(1): 39-50
Harris, L. C. ve Ogbonna, E. (2001). Strategic Human Resource Management, Market Orientation, and Organizational Performance, Journal of Business Research, 51:157-166
Harris, P. J. ve Mongiello, M. (2001). Key Performance Indicators in European Hotel Properties: General Managers' Choices and Company Profiles, International Journal of Contemporary Hospitality Management, 13(3): 120- 127
Henkoff, R. (June 1994). Service is Everybody’s Business, Fortune, (27): 48-60
Homburg, C.; Hoyer, W. D. ve Fassnacht, M. (October 2002). Service Orientation of a Retailer Business Strategy: Dimension, Antecendents and Performance Outcomes, Journal of Marketing, 66(44): 86-101
Hotel Guide Türkiye Otel Rehberi http://www.hotelguide.com.tr Erişim Tarihi: 22.05.2005
Hotel Guide Türkiye 2004, Cilt 2, Ekin Yazım Grubu
Huang, T. (2001). The Relation of Training Practices and Organizational Performance in Small and Medium Size Enterprises, Education & Training, 43 (8- 9): 437- 444
Huselid, M. A. (Jun 1995). The İmpact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance, Academy of Management Journal, 38(3): 635- 672
Johnson, J. W. (1996). Linking Employee Perceptions of Service Climate to Customer Satisfaction, Personnel Physcology, 49(4): 831-851
Judd, C. M.; Smith, E. R. ve Kidder, L. H. (1991). Research Methods in Social Relations. Fort Worth: Hartcourt Brace Jovanovich Collage Publishers
Kalleberg, A. L. ve Moody, J. W. (Jun 1994). Human Resource Management and Organizational Performance, The American Behavioral, 37(7): 948- 962
Kueng, P. ve Krahn, A. J. W. (March- April 1999). Building a Process Performance Measurement System: Some Early Experiences, Journal of Scientific & Industrial Research, 58(3-4): 149-159
Kuşluvan, Z. ve Kuşluvan, S. (2005). Otel İşletmelerinde İş ve İşletme ile İlgili Faktörlerin İşgören Tatmini Üzerindeki Görece Etkisi: Nevşehir Örneği, Anatolia: Turizm Araştırmaları Dergisi, 16 (2):183-203
Kültür ve Turizm Bakanlığı “Charter İstatistikleri” http://www.kultur.gov.tr Erişim Tarihi: 21.06.2007
Lai, K. (2003). Market Orientation in Quality-Oriented Organization and its Impact on Their Performance, International Journal of Production Economics, 84:17-34
Lai, K. ve Cheng, E. (2005). Effects of Quality Management and Marketing on Organizational Performance, Journal of Business Research, 58: 446-456
Lambert, D. M. ve Harrington, T.C. (1990). Measuring Nonresponse Bias in Customer Service Mail Surveys, Journal of Business Logistics, 11(2): 5-25
Lee, Y. K.; Park, D.H. ve Yoo, D.K. (Fall 1999). The Structural Relationships Between Service Orientation, Mediators, and Business Performance In Korean Hotel Firms, Asia Pasific Jornal of Tourism Research, 4(1): 59- 70
Lovelock, C.H. (Summer 1983). Classifying Services to Gain Strategic Marketing Insights, Journal of Marketing, 9-20
Lovelock, C. (2000). Services Marketing (4th edt). New Jersey: Prentice Hall
Lynn, M.L.; Lytle, R. S. ve Bobek, S. (2000). Service Orientation in Transitional Markets: Does it Matter?, European Journal of Marketing, 34(3/4): 279-298
Lytle, R. S ve Timmerman, J. E. (2006). Service Orientation and Performance: An Organizational Perspective, Journal of Service Marketing, 20(2): 136- 147
Lytle, R. S ve Timmerman, E. (2003). Developing an Organizational Service Orientation Among Employees. İçinde S. Kuşluvan(Editör), Managing Employee Attıtudes And Behavıors in the Tourısm and Hospıtalıty Industry (ss. 559-576). New York: Nova Publisher.
Lyte, R. S.; Hom, P.W. ve Mokwa, M.P. (1998). SERV*OR: A Managerial Measure of Organizational Service Orientation, Journal of Retailing, 74(4): 455-489
Lytle, R. S. (1994). Service Orientation, Market Orientation, and Performance: An Organizational Culture Perspective (Unpublished Doctoral Dissertation). Arizona State University
Malhotra, N. K. (1996). Marketing Research: An Applied Orientation. New Jersey: Prentice-Hall Inc
Michie, J. ve Sheehan-Quinn, M. (2001). Labour Market Flexibility, Human Resource Management and Corporate Performance, Journal of Management, 12: 287-
306
Nancarrow, C. ve Brace, I. (Summer 2000). Saying the "Right Thing": Coping with Social Desirability Bias in Marketing Research, Bristol Business School Teaching and Research Review, (3):
Navarro, J. G. C. ve Moya, B. R. (2005). Business Performance Management and Unlearning Process, Knowledge and Process Management, 12(3):161–170.
Ngo, H.; Turban, D.; Lau, C. et al. (August 1998). Human Resource Practices and Firm Performance of Multinational Corporations: Infiuences of Country Origin, International Journal of Human Resource Management, 9(4): 632-652
O’Connor, S.J ve Shewchuk, R. M. (Winter 1995). Service Quality Revisited: Striving for a New Orientation, Hospital & Health Services Administration, 4 (4): 535-552
Peterson, R. A. (September 1994). A Meta-Analysis of Cronbach’s Coefficient Alpha, Journal of Consumer Research, 21: 381-391
Phillips, P. A. (1999). Hotel Performance and Competitive Advantage: A Contingency Approach, International Journal of Contemporary Hospitality Management, 11(7): 359-365
Phillips, P.; Davies, F. ve Moutinho, L. (1999). The Interactive Effects of Strategic Planning on Hotel Performance: A Neural Network Analysis, Management Decision, 37(3): 279-288
Ramsay, H.; Scholarios, D. ve Harley, B. (December 2000). Employees and High-Performance Work Systems: Testing Inside the Black Box, British Journal of Industrial Relations, 38(4): 501-531
Reichel, A. ve Haber, S. (2005). A Three-Sector Comparison of the Business Performance of Small Tourism Enterprises: An Exploratory Study, Tourism Management, 26: 681-690
Robinson, H. S.; Anumba, C. J.; Carrillo, P. M. et al (2005). Business Performance Measurement Practices in Construction Engineering Organizations, Measuring Business Excellence, 9(1):13- 22
Robson, C. (2002). Real Wold Research. Oxford: Blackwell
Saura, I. G.; Contrí, G.B.; Taulet, A.C. et al. (2005). Relationships Among Customer Orientation, Service Orientation and Job Satisfaction in Financial Services, International Journal of Service Industry Management, 16(5): 497-525
Sergeant, A. ve Mohamad, M. (1999). Business Performance In The Uk Hotel Sector- Does It Pay To Be Market Oriented?. The Service Industries Journal 19(3): 42-59
Stöber, J. (2001). The Social Desirability Scale-17 (SDS-17), European Journal of Psychological Assessment, 17(3): 222–232
Wan D.; Kok V. ve Ong, C. H. (Jul/Aug 2002). Strategic Human Resource Management and Organizational Performance in Singapore, Compensation and Benefits Review, 34(4):33-42
Way, S. A. (2002). High Performance Work Systems and Intermediate Indicators of Firm Performance Within the US Small Business Sector, Journal of Management, 28(6): 765-785
Wei, K. K. ve Nair, M. (2006). The Effects of Customer Service Management on Business Performance in Malaysian Banking Industry: An Emprical Analysis, Asia Pacific Journal of Marketing and Logistics, 18(2): 111- 128
Wood, S. ve de Menezes, L. (April 1998). High Commitment Management in the U.K.: Evidence from the Workplace Industrial Relation Survey, and Employers’ Manpower and Skill Practices Survey, Human Relations, 51(4): 485- 515
Yeung, P. K. Ve Lau, C. M. (2005) Competitive Actions and Firm Performance of Hotels İn Hong Kong, Hospitality Management, 24: 611-633
Youndt, M. A.; Snell, S. A.; Dean, J. W. et al. (August 1996). Human Resource Management, Manufacturing Strategy, and Firm Performance, Academy of Management Journal, 39(4): 836- 866
Zerbe, W. J. ve Paulhus, D. L. (1987). Socially Desirable Responding in Organizational Behavior: A Reconception, Academy of Management Review, 12(2): 250-264.
Kuşluvan, S., & Eren, D. (2008). Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Anatolia: Turizm Araştırmaları Dergisi, 19(2), 177-193.
AMA
Kuşluvan S, Eren D. Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Anatolia: Turizm Araştırmaları Dergisi. Aralık 2008;19(2):177-193.
Chicago
Kuşluvan, Salih, ve Duygu Eren. “Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama”. Anatolia: Turizm Araştırmaları Dergisi 19, sy. 2 (Aralık 2008): 177-93.
EndNote
Kuşluvan S, Eren D (01 Aralık 2008) Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Anatolia: Turizm Araştırmaları Dergisi 19 2 177–193.
IEEE
S. Kuşluvan ve D. Eren, “Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama”, Anatolia: Turizm Araştırmaları Dergisi, c. 19, sy. 2, ss. 177–193, 2008.
ISNAD
Kuşluvan, Salih - Eren, Duygu. “Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama”. Anatolia: Turizm Araştırmaları Dergisi 19/2 (Aralık 2008), 177-193.
JAMA
Kuşluvan S, Eren D. Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Anatolia: Turizm Araştırmaları Dergisi. 2008;19:177–193.
MLA
Kuşluvan, Salih ve Duygu Eren. “Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama”. Anatolia: Turizm Araştırmaları Dergisi, c. 19, sy. 2, 2008, ss. 177-93.
Vancouver
Kuşluvan S, Eren D. Örgütsel Hizmet Odaklılığın İşletme Performansı Üzerindeki Etkisi: Konaklama İşletmelerinde Bir Uygulama. Anatolia: Turizm Araştırmaları Dergisi. 2008;19(2):177-93.