Relationship management in businesses: A scale development study

Öz

The structure and functioning of the relationship between employees at all levels in the enterprise are quite complex. Sustainable healthy relationship management makes it necessary to gain effective communication knowledge, skills, and competence to employees with the right techniques and methods. Despite its importance in business, it has been observed in the literature that there are limited research in this field that serves directly to the practitioners. The aim of this mixed designed research is to develop a scale for determining the relationship management in businesses. In the research, first, a detailed literature review has been made and the proposal of the theoretical model has been clarified. Next, semi-structured interviews were conducted with the representatives of the target sample to get in-depth knowledge about how it takes place in practice. Then, the scale was created using studies in the literature and qualitative research findings. 500 valid survey responses were obtained from randomly selected employees of industrial enterprises. The proposed scale was tested using exploratory and confirmatory factor analysis techniques. The validity of the proposed model can be ensured by retesting the scale put forward according to the research findings and results in the sector. It is evaluated that the research findings and results will provide useful results that will guide industry practitioners.

Anahtar Kelimeler

• relationship management
• workplace business relations
• scale development
• industrial enterprises

İşletmelerde ilişki yönetimi: Bir ölçek geliştirme çalışması

Öz

İşletmelerde her seviyede çalışanlar arası ilişkilerin yapısı ve işleyişi oldukça karmaşık bir yapıdadır. Sürdürebilir sağlıklı ilişki yönetimi; doğru teknik ve yöntemlerle çalışanlara etkili iletişim bilgi, beceri ve yetkinliği kazandırmayı gerekli kılmaktadır. İş yaşamındaki önemine rağmen bu alanda yazında doğrudan pratik uygulamaya hizmet eden yeterli çalışma olmadığı gözlenmiştir. Karma araştırma deseninde gerçekleştirilen bu araştırmada, işletmelerde ilişki yönetimini belirlemeye yönelik bir ölçek geliştirilmesi amaçlanmıştır. Araştırmada öncelikle detaylı literatür taraması yapılmış ve ardından, hedef kitle temsilcileri ile yarı yapılandırılmış mülakat görüşmeleri gerçekleştirilerek sektör uygulamaları bağlamında konu hakkında derinlemesine bilgi edinilmiştir. Sonra, literatürde yer alan çalışmalardan ve nitel araştırma bulgularından yararlanılarak ölçek oluşturulmuştur. Sanayi işletmelerinden tesadüfi yöntemle belirlenmiş çalışanlardan 500 geçerli anket geri dönüşü elde edilmiştir. Açıklayıcı ve doğrulayıcı faktör analiz teknikleri kullanılarak önerilen ölçek test edilmiştir. Araştırma bulgu ve sonuçlarına göre ortaya konulan ölçek sektörde tekrar test edilerek önerilen modelin geçerliliği sağlanabilir. Araştırma bulgu ve sonuçlarının sektör uygulayıcılarına yol gösterici yararlı sonuçlar sunacağı düşünülmektedir.

Anahtar Kelimeler

• ilişki yönetimi
• işyeri iş ilişkileri
• ölçek geliştirme
• sanayi işletmeleri

Kaynakça

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