The Effect of Perceived Supervisor Support on Prosocial Service Behaviors: The Mediator Role of Perceived Insider Status

Öz

The employee-organization relationship (EOR) is a construct that examines the relationship of employees with their organizations. This construct is based on the theory of social exchange and predicts that employees will respond positively to the inducements they receive from their organization. The purpose of this research is to determine whether hotel employees will respond to the support they receive from their supervisors by showing prosocial service behavior on the base of social exchange theory. In this process, it has been suggested that the perceived insider status will mediate this relationship. The study is important especially in terms of determining the antecedents of prosocial service behaviors, which are of great importance in the perception of service quality in hotels. The relational analysis approach was chosen as the research method and the data were collected from 138 employees working in the hotels operating in the province of Rize by a questionnaire. The data were analyzed with Process macro to determine the direct effects of supervisor support and perceived insider status on prosocial service behavior and the mediating effect of perceived insider status. The findings provided evidence that supervisor support and perceived insider status increase prosocial service behavior and the mediating effect of perceived insider status.

Anahtar Kelimeler

• Supervisor Support
• Prosocial Service Behaviors
• Perceived Insider Status
• Social Exchange Theory

Algılanan Yönetici Desteğinin Prososyal Hizmet Davranışları Üzerindeki Etkisi: Algılanan İçsellik Statüsünün Aracı Rolü

Öz

Çalışan-örgüt ilişkisi, çalışanların örgütleri ile kurdukları ilişkiyi inceleyen bir yapıdır. Bu yapı, sosyal değişim teorisini temel alır ve çalışanların, örgütten aldıkları faydaya olumlu şekilde karşılık vereceğini öngörür. Bu araştırmanın amacı, sosyal değişim teorisi temelinde otel işletmeleri çalışanlarının yöneticilerinden aldıkları desteğin karşılığını prososyal davranış göstererek verip vermeyeceklerinin belirlenmesidir. Bu süreçte bu ilişkiye, algılanan içsellik statüsünün aracılık edeceği öne sürülmüştür. Özellikle hizmet kalitesinin algılanmasında büyük öneme sahip olan prososyal hizmet davranışlarının öncüllerinin belirlenmesi açısından, araştırma sonuçlarının önem taşıdığı düşünülmektedir. Araştırma yöntemi olarak ilişkisel analiz yaklaşımı seçilmiş ve veriler, Rize ilinde hizmet veren otel işletmelerinde görev yapan 138 çalışandan elde edilmiştir. Veri toplama aracı olarak; Eisenberger ve diğerleri (1986), Bettencourt ve Brown (1997) ve Stamper ve Masterson (2002) tarafından geliştirilen ölçeklerden yararlanılarak oluşturulan anket kullanılmıştır. Algılanan yönetici desteğinin ve algılanan içsellik statüsünün, prososyal hizmet davranışı üzerindeki direkt etkileri ve algılanan içsellik statüsünün aracılık etkisi Process makrosu ile analiz edilmiştir. Elde edilen bulgular, algılanan yönetici desteğinin ve algılanan içsellik statüsünün prososyal hizmet davranışını artırdığını ve algılanan içsellik statüsünün aracılık etkisini kanıtlamıştır.

Anahtar Kelimeler

• Algılanan Yönetici Desteği
• Prososyal Hizmet Davranışları
• Algılanan İçsellik Statüsü
• Sosyal Değişim Teorisi

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