Otel İşletmelerinde Ön Büro Çalışanlarının Değişim İlişkilerinin Teorik Olarak İncelenmesi

Yıl 2021, , 73 - 91, 27.03.2021

Yılmaz Akgündüz

https://doi.org/10.32572/guntad.830645

Cited By: 1

Öz

Otel işletmelerinde çalışanların performansları, müşterilerin işletmeye bağlılığını arttırabilmektedir. Aynı zamanda çalışanlar sadık müşterilerin kaybedilmesine de neden olabilmektedirler. Çalışanların örgüte yönelik tutumlarını etkileyen faktörler alanyazında uzun zamandır araştırılmaktadır. Çalışanlar örgüt içerisinde liderleriyle (yöneticileriyle) ve çalışma arkadaşlarıyla, örgüt dışında ise müşterilerle değişim ilişkisi içerisine girmektedirler. Liderleri ve çalışma arkadaşları ile girdikleri değişim ilişkileri çalışanların genel olarak örgütsel tutumlarını biçimlendirirken, müşterilerle girdikleri değişim ilişkileri müşterilerin hizmet kalite algılarını biçimlendirmektedir. Literatür taraması yoluyla gerçekleştirilen derleme niteliğindeki bu çalışmanın amacı, yöneticiler ile astlar arasındaki, çalışma arkadaşlarının birbirleriyle olan ve müşterilerle işgörenler arasındaki değişim ilişkilerini teorik olarak incelemektir. Çalışma kapsamında lider-üye değişimi, müşteri-çalışan değişimi ve çalışma arkadaşı değişimi anahtar sözcükleri Dergipark ve Science Direct veri tabanlarında taranmıştır. Bu araştırmada çalışanların lider ve çalışma arkadaşları ile ilişkilerinde denge arayışı içerisinde oldukları kabul edilmekte ve bu ilişkiler Denge Teorisi kapsamında; çalışanların örgütsel değişim ilişkileri Sosyal Değişim Teorisine dayandırılarak; çalışanların örgüt içi etkileşimlerinin müşterilere aktarımı ise Hizmet Kar Zinciri Teorisine dayandırılarak açıklanmaktadır.

Anahtar Kelimeler

Lider-üye değişimi, çalışma arkadaşları değişimi, müşteri-çalışan değişimi

The Theoretical Review of Frontline Employees’ Exchange Relationships in Hotels

Öz

As one of the strengths of a hotel business, employees can increase customers' loyalty to the business. At the same time, they may cause to the loss of loyal customers. The factors affecting the organizational attitudes of employees have been investigated in the hospitality literature for a long time. Employees are in exchange relationships with their leaders (managers) and colleagues within the organization, and with customers outside the organization. While the exchange relationships that employees establish with their managers and colleagues shape the organizational attitudes of them in general, the relationships they establish with customers shape the perceived service quality of customers. The purpose of this study as a compilation through literature review is to examine exchange relationships between managers and employees, between coworkers, and between customer and employees theoretically. The keywords “leader-member exchange”, “customer-employee exchange”, “coworker exchange” have been searched in Dergipark and Science Direct databases. In this study, it is accepted that the employees are in search of balance in their relations with the managers and coworker, and these relationships are within the scope of Balance Theory; the organizational exchange relations of employees within the base on Social Exchange Theory were explained; the reflect of employees' intra-organizational exchanges to customers within base on Service-Profit Chain Theory were explained.

Anahtar Kelimeler

Leader-Member Exchange, Coworker Exchange, Customer-Employee Exchange

Kaynakça

• Akgündüz, Y. ve Eryılmaz, G. (2018). Does turnover intention mediate the effect of job insecurity and co-worker support on social loafing?. International Journal of Hospitality Management, 68, 41-49.
• Alkathiri, H. A. (2016). A Study of The Influence Of Economic And Social Leader-Member Exchange Relationships On Job Performance, Organizational Citizenship Behaviors And Turnover Intention: And The Mediation Effects of Self-Efficacy and Social Loafing. (Yayınlanmamış Doktora Tezi). University of Hull.
• Alsughayir, A. (2017). The effect of leader-member exchange on innovative work behavior in the Saudi hospitality. International Journal of Business and Management, 12(6), 189-195.
• Altinay, L., Dai, Y. D., Chang, J. ve Lee, C. H. (2019). How to facilitate hotel employees’ work engagement the roles of leader-member exchange, role overload and job security. International Journal of Contemporary Hospitality Management, 31(3), 1525-1542. http://dx.doi.org/10.1108/IJCHM-10-2017-0613
• Ampofo, E. T. (2020). Mediation effects of job satisfaction and work engagement on the relationship between organisational embeddedness and affective commitment among frontline employees of star–rated hotels in Accra. Journal of Hospitality and Tourism Management, 44, 253-262.
• Ariani, D.W. (2015). Employee satisfaction and service quality: Is there relations?. International Journal of Business Research and Management, 6(3), 33-44.
• Baker, C. R. ve Omilion-Hodges, L. M. (2013). The effect of leader-member exchange differentiation within work units on coworker exchange and organizational citizenship behaviors. Communication Research Reports, 30(4), 313-322. http://dx.doi.org/10.1080/08824096.2013.837387
• Birtch, T. A., Chiang, F. F. T. ve Esch, E. V. (2016). A social exchange theory framework for understanding the job characteristics–job outcomes relationship: The mediating role of psychological contract fulfillment. The International Journal of Human Resource Management, 27(11), 1217-1236. http://dx.doi.org/10.1080/09585192.2015.1069752
• Blau, P. (1964). Exchange and Power in Social Life. New York: Wiley. Bolat, O. İ. (2011). Lider-üye etkileşimi ve tükenmişlik ilişkisi. İş Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, 13(2), 63-80.
• Cashman, D., Dansereau, F., Graen, G. ve Haga, W. J. (1976). Organizational under structure and leadership: A longitudinal investigation of the managerial role-making process. Organizational Behavior and Human Performance, 15(2), 278-296.
• Cha, J. M. ve Borchgrevink, C. P. (2018). Leader–member exchange (LMX) and frontline employees’ service-oriented organizational citizenship behavior in the foodservice context: Exploring the moderating role of work status. International Journal of Hospitality & Tourism Administration, 19(3), 233-258, http://dx.doi.org/10.1080/15256480.2017.1324337
• Chang, M.-L. ve Cheng, C.-F. (2014). How balance theory explains high-tech professionals' solutions ofenhancing job satisfaction. Journal of Business Research, 67, 2008-2018.
• Chen, T. J. ve Wu, C. M. (2017). Improving the turnover intention of tourist hotel employees transformational leadership, leader-member exchange, and psychological contract breach. International Journal of Contemporary Hospitality Management, 29(7), 1914-1936. http://dx.doi.org/10.1108/IJCHM-09-2015-0490
• Chen, W. J. (2016). The model of service-oriented organizational citizenship behavior among international tourist hotels. Journal of Hospitality and Tourism Management, 29, 24-32.
• Chen, Z. (2018). A literature review of team-member exchange and prospects. Journal of Service Science and Management, 11, 433-454.
• Chi, C. G. ve Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28, 245-253.
• Choi, E.-K. ve Jung, H.-W. (2017) Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry. Journal of Human Resources in Hospitality & Tourism, 16(3), 235-251. DOI: 10.1080/15332845.2017.1253428
• Chow, C. W. C., Lai, J. Y. M. ve Loi, R. (2015). Motivation of travel agents' customer service behavior and organizational citizenship behavior: The role of leader-memberexchange and internal marketing orientation. Tourism Management, 48, 362-369.
• Çöp, S. ve Öztürk, Y. (2017). Lider-üye etkileşiminin örgütsel sessizlik üzerindeki etkisi: konaklama işletmelerinde bir araştırma. İşletme Araştırmaları Dergisi, 9(2), 37-68.
• Dai, Y.-D., Zhuang, W.-L., Ko, A. ve Okumus, F. (2020). The ‘if-then rules matter more? The roles of regulatory focus and leader-member exchange. International Journal of Hospitality Management, 90, 102602, DOI: https://doi.org/10.1016/j.ijhm.2020.102602
• Dallimore, K. S., Sparks, B. A. ve Butcher, K. (2007). The influence of angry customer outbursts on service providers’ facial displays and affective states. Journal of Service Research, 10(1), 78-92. https://doi.org/10.1177/1094670507304694
• Dhar, R.L. (2016). Ethical leadership and its impact on service innovative behavior: The role of LMX and job autonomy. Tourism Management, 57, 139-148.
• Du, J., Fan, X. ve Feng, T. (2011). Multiple emotional contagions in service encounters. J. of the Acad. Mark. Sci., 39, 449-466.
• Düger, Y.S. (2020). Lider-üye etkileşiminin çalışan sesliliği ve işten ayrılma niyeti üzerindeki etkisi: Psikolojik güçlendirmenin düzenleyici rolü.Gaziantep Üniversitesi Sosyal Bilimler Dergisi, 29(3), 1215-1236.
• Eisenberger, R., Karagonlar, G., Stinglhamber, F., Neves, P., Becker, T.E., Gonzales-Morales, M.G. ve Steiger-Mueller, M. (2010). Leader–member exchange and affective organizational commitment: The contribution of supervisor’s organizational embodiment. Jounal of Applied Psychology, Advance online publication. https://doi.org/10.1037/a0020858
• Emerson, R. M. (1976). Social exchange theory. Annual Review of Sociology, 2, 335-362.
• Eşitti, B. (2018). Konaklama işletmelerinde dışlanma, iş gerilimi, bağlılık ihtiyacı ve iş performansı ilişkisi: Lider üye etkileşiminin aracı rolü. İş ve İnsan Dergisi, 5(1), 47-59.
• Garg, S. ve Dhar, R.L. (2014). Effects of stress, LMX and perceived organizational support on servicequality: Mediating effects of organizational commitment. Journal of Hospitality and Tourism Management, 21, 64-75.
• Ghebregiorgis, F. (2018). Factors influencing employee performance in hotel-A comparative study of government and privately owned hotels in Eritrea. International Journal of Research in Business Studies and Management, 5(11), 1-9.
• Gottfredson, R. K., Wright, S. L. ve Heaphy, E. D. (2020). A critique of the leader-member-exchange construct: Bact to square one. The Leadership Quarterly, 31, 101385.
• Green, C. B., Craven, A. E., Scott, J. ve Gonzales, L. G. (2006). Exploration of the relationship between LMX and demographic variables. Journal of Business & Economics Research, 4(12), 37-50.
• Grothh, M. ve Grandey, A. (2012). From bad to worse: Negative exchange spirals in empoyee-customer service interactions. Organizational Psychology Review, 2(3), 208-233. http://dx.doi.org/10.1177/2041386612441735
• Güler, M. (2019). Lider üye etkileşimi ve çatışma yönetim stili ilişkisi: Bir alan araştırması. OPUS Uluslararası Toplum Araştırmaları Dergisi, 11(8), 1136-1166.
• Hatfield, E., Cacioppo, J. T. ve Rapson, R. L. (1994). Emotional Contagion. New York: Cambridge University Press.
• Heider, F. (1958). The Psychology of Interpersonal Relations. Kansas, USA: John Wiley & Sons, Inc.
• Heskett, J. L., Sasser, Jr, W. E. ve Sclesinger, L. A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty,Satisfaction and Value. New York: Free Press.
• Karatepe, M. O. (2011). Core self-evaluations, exhaustion, and job outcomes: A study of frontline hotel employees in Iran. Tourism and Hospitality Research, 11(4), 248-257.
• Karatepe, O. M., Yorganci, I. ve Haktanır, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713-733.
• Kaşlı, M. ve Seymen, O. A. (2010). Kişilik özellikleri, lider-üye etkileşimi ve tükenmişlik ilişkisi. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 27, 109-122.
• Kim, G. J. (2014). Applying service profit chain model to the Korean restaurant industry. International Journal of Hospitality Management, 36, 1-13.
• Kim, H. ve Qu, H. (2020). The mediating roles of gratitude and obligation to link employees’ social exchange relationships and prosocial behavior. International Journal of Contemporary Hospitality Management, 32(2), 644-664. http://dx.doi.org/10.1108/IJCHM-04-2019-0373
• Kim,B., Lee, G. ve Carlson, K.D. (2010). An examination of the nature of the relationship between Leader-Member-Exchange (LMX) and turnover intent at different organizational levels. International Journal of Hospitality Management, 29, 591-597.
• Kuvaas, B., Buch, R., Dysvik, A. ve Haerem, T. (2012). Economic and social leader-member exchange relationships and follower performance. The Leadership Quarterly, 23, 756-765.
• Lam, T. (2003). Leader-member exchange and team-member exchange: The roles of moderators in new employees’ socialization. Journal of Hospitality & Tourism Research, 27(1), 48-68.
• Lee, H.E. (2005). Exploration of the relationship between friendship at work and job satisfaction: An application of balance theory. Master Thesis. Michigan State University.
• Lee, K. (2020). The joint effects of leader-member exchange and team-member exchange in job crafting. Sustainability, 12, 3283. http://dx.doi.org/10.3390/su12083283
• Lee, Y.-K., Nam, J.-H., Park, D.-H. ve Lee K. A. (2006). What factors influence customer-oriented prosocial behavior?. Journal of Service Marketing, 20(4), 251-264.
• Li, M. ve Hsu, C. H.C. (2016). Linking customer-employee exchange and employee innovative behavior. International Journal of Hospitality Management, 56, 87-97. http://dx.doi.org/10.1016/j.ijhm.2016.04.015
• Li, X., Sanders, K. ve Frenkel, S. (2012). How leader-member exchange, work engagement and HRM consistency explain Chinese luxury hotel employees’ job performance. International Journal of Hospitality Management, 31(4), 1059-1066.
• Liao, H. ve Subramony, M. (2008). Employee customer orientation in manufacturing organizations: Joint influences of customer proximity and the senior leadership team. Journal of Applied Psychology, 93(2), 317–328. https://doi.org/10.1037/0021-9010.93.2.317
• Luo, Z., Song, H., Marnburg, E. ve Øgaard, T. (2014). The impact of relational identity on the relationship between LMX, interpersonal justice, and employees’ group commitment International Journal of Hospitality Management, 41, 21-27.
• Ma, E. ve Qu, H. (2011). Social exchanges as motivators of hotel employees’ organizational citizenship behavior: The proposition and application of a new three-dimensional framework. International Journal of Hospitality Management, 30(3), 680-688.
• Maioli, E. (2017). New Generations and employment – an exploratory study about tensions between the psycho-social characteristics of the generation z and expectations and actions of organizational structures related with employment (CABA, 2016). Journal of Business, 2(1), 1-12.
• Masterson, S. S., Lewis, K., Goldman, B. M. ve Taylor, M. S. (2000). Integrating justice and social exchange: The differing effects of fair procedures and treatment on work relationships. The Academy of Management Journal,43(4), 738-748.
• Namasivayam, K. ve Mattila, A. (2007). Accounting for the joint effects of the servicespace and service exchange on consumers’ satisfaction evaluations. Journal of Hospitality & Tourism Research, 31(1), 3-18.
• Nougarou, J.C. (2017). The Effect of Workplace Friendship, Team-Member Exchange and Leader-Member Exchange on Organizational Citizenship Behavior (Yayınlanmamış Yüksek Lisans Tezi). St. Cloud State University.
• Oh, H. ve Jang, J. (2020). The role of team-member exchange: Restaurant servers’ emotional intelligence, job performance, and tip size. Journal of Human Resources in Hospitality & Tourism, 19(1), 43-61. http://dx.doi.org/10.1080/15332845.2020.1672248
• Omilion-Hodges, L.M. ve Baker, C.R. (2013). Contextualizing LMX within the workgroup: The effects ofLMX and justice on relationship quality and resource sharingamong peers. The Leadership Quarterly, 24, 935-951.
• Poulston, J. M. (2009). Working conditions in hospitality: Employees’ views of the dissatisfactory hygiene factors. Journal of Quality Assurance in Hospitality & Tourism, 10, 23-43.
• Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1027.
• Schneider, B. ve Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39–52.
• Searle, M. S. (2000). Is leisure theory needed for leisure studies?. Journal of Leisure Research, 32(1), 138-139.
• Sherony, K. M. ve Green, S. G. (2002). Coworker exchange: Relationships between coworkers, leader-member exchange, and wok attitudes. Journal of Applied Psychology, 87(3), 542-548.
• Shkoler, O., Rabenu, E., Tabak, F. ve Lebron, M. J. (2019). Leader-and team-member exchanges and their relationships with organizational and ınterpersonal counterproductive work behaviors: Moderation by envy and group size in Israel and USA. Journal of Work and Organizational Psychology, 35(3), 145-156.
• Swift, M.L. ve Virick, M. (2013). Perceived support, knowledge tacitness, and provider knowledge sharing. Group & Organization Management, 38(6), 717-742.
• Tanrıverdi, H. (2016). 5 yıldızlı otel işletmelerinde lider-üye etkileşimi ve işe yabancılaşma ilişkisi: Marmaris ve İstanbul destinasyonlarında bir araştırma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(3), 463-494.
• Teng, C. C., Lu, A. C. C. Huang, Z.-Y. ve Fang, C.-H. (2020). Ethical work climate, organizational identification, leader-memberexchange (LMX) and organizational citizenship behavior (OCB) A study of three star hotels in Taiwan. International Journal of Contemporary Hospitality Management, 32(1), 212-229.
• Terpstra-Tong, J., Ralston, D. A., Trevino, L. J., Naoumova, I., Carranza, M. T. G., Furrer, O. L. Y. ve Darder, F. L. (2020). The quality of leader-member exchange (LMX): A multilevel analysis of individual-level, organizational level and societal-level antecedents. Journal of International Management, 26, 100760.
• Tse, H. H. M., Lam, C. K., Lawrence, S. A. ve Huang, X. (2013). When my supervisor dislikes you more than me: The effect of dissimilarity in leader-member exchange on coworkers' interpersonal emotion and perceived help. Journal of Applied Psychology, 98(6), 974-988.
• Turgut, H., Tokmak, İ. ve Ateş, M.F. (2015). Lider-üye etkileşiminin işgören performansına etkisinde çalışanların örgütsel adalet algılarının rolü. Çankırı Karatekin Üniversitesi İİBF Dergisi, 5(2), 417-442.
• Üçler, Ç. ve Taştan, S.B. (2017). Investigating the relations of psychological contract, organizational transparency and leader-member exchange with employee performance behaviors. İş’te Davranış Dergisi, 2(2), 89-107.
• Ustrov, Y., Valverde, M. ve Ryan, G. (2016). Insights into emotional contagion and its effects at the hotel front desk. International Journal of Contemporary Hospitality Management, 28(10), 2285-2309.
• Wikaningrum, T. (2007). Coworker exchange, leader-member exchange, and work attitudes A study of coworker dyads. Gadjah Mada International Journal of Business, 9(2), 187-215.
• Yang, C. (2020). How to avoid coworker relationship conflict: A study of leader-member exchange, value congruence, and workplace behavior. Asian Journal of Business Ethics, 9, 47-71.
• Ye, Y., Lyu, Y., Kwan, H.K., Chen, X. ve Cheng, X.-M. (2021). The antecedents and consequences of being envied by coworkers: An investigation from the victim perspective. International Journal of Hospitality Management, 94, https://doi.org/10.1016/j.ijhm.2020.102751
• Yıldız, T. ve Aykanat, Z. (2017). Psikolojik sözleşme kavramının evrimsel gelişiminin bilimsel haritalama yöntemiyle incelemesi. Yönetim Bilimleri Dergisi, 15(29), 243-263.
• You-Sung, B. (2014). The relationship between customer-employee exchange and organizational commitment: The moderating effects of big 5 character-types. Management & Information Systems Review, 33(2), 155-170.
• Zeithaml, V., Parasuraman, A. ve Berry, L. (1985). Problems and strategies in service marketing. Journal of Marketing, 49, 33-46.
• Zopiatis A., Constanti P. ve Theocharous A. L. (2014). Job involvement, commitment, satisfaction and turnover: Evidence from hotel employees in Cyprus. Tourism Management, 41, 129–140.