Otel İşletmelerinde Ön Büro Çalışanlarının Değişim İlişkilerinin Teorik Olarak İncelenmesi

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

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