Yerel Yönetimlerde Kurumsal Duygusal Hafıza, Bilgi Paylaşımı, Hizmet Geliştirme ve Hizmet Performansı Arasındaki İlişki

Yıl 2018, Cilt: 19 Sayı: 2, 95 - 113, 01.07.2018

Salih Zeki İmamoğlu Ali Kayış Hüseyin İnce

Öz

Örgütler/kurumlar; faaliyetlerinin devamlılığını sağlayabilmek ve bilgiyi depolayıp geçmişten geleceğe aktarabilmek için kurumsal duygusal hafızaya ihtiyaç duymaktadır. Kurumsal duygusal hafıza ortak bilginin korunmasına, ihtiyaç halinde hatırlanmasına, erişilmesine ve paylaşılmasına imkân vermektedir. Bu yüzden bu çalışmada, yerel yönetimlerde kurumsal duygusal hafıza ile bilgi paylaşımı, hizmet geliştirme ve hizmet performansı arasındaki ilişkinin araştırılması amaçlanmaktadır. Bu çerçevede İstanbul ili sınırları dâhilinde bulunan 39 ilçe belediyesinde çalışan orta ve üst düzey yöneticiye anket yöntemi uygulanarak 361 kişiden veri toplanmıştır. Elde edilen verilerin analizinde ve araştırma hipotezlerini test etmede yapısal eşitlik modelinden yararlanılmıştır. Analizler sonucunda örgütlerde duygusal deneyim seviyesi ve deneyim yayılması ile bilgi paylaşımı arasında, bilgi paylaşımı ve hizmet geliştirme arasında pozitif bir ilişkinin olduğu görülmektedir. Aynı zamanda hizmet geliştirme de hizmet performansını pozitif yönde etkilemektedir. Kurumların hizmet geliştirmeleri de hizmet performanslarına olumlu yönde yansımaktadır.

Anahtar Kelimeler

Kurumsal Duygusal Hafıza, Bilgi Paylaşımı, Hizmet Geliştirme, Hizmet Performansı, Yerel Yönetimler

Relationship between Organizational Emotional Memory, Knowledge Sharing, Service Development, and Service Performance in Local Governments

Öz

In order to ensure the continuity of its activities and to store knowledge to transfer from past to future, organizations need organizational emotional memory. Organizational emotional memory enables the protection of common knowledge, the remembering when needed, accessing and sharing. Thus, in this study, our goal is to investigate the relationship between knowledge sharing, service development, service performances and organizational emotional memory in local governments. Questionnaire is applied to managers working at 39 county municipalities of Istanbul and data is collected from 361 persons. Structural equation modelling is used to test research hypotheses. The results showed that there is positive relationship between the level of emotional experience and and knowledge sharing, diffusion of experience and knowledge sharing, and also knowledge sharing and service development at organizations. At the same time, service development also affetcs service performance positively. Finally, the service development of organizations posititively affetcs their service performance

Anahtar Kelimeler

Organizational Emotional Memory, Knowledge Sharing, Service Development, Service Performance, Local Governments

Kaynakça

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