Algılanan Örgütsel Desteğin Örgütsel Güven Üzerindeki Etkisinde Yapıcı Sapma Davranışlarının Aracı Rolü: Konaklama İşletmeleri Üzerine Bir Araştırma

Öz

Bu çalışma, algılanan örgütsel desteğin konaklama işletmelerinde örgütsel güven üzerindeki etkisini ve bu ilişkide yapıcı sapma davranışlarının aracı rolünü incelemektedir. Araştırma verileri, Türkiye’nin önemli turizm destinasyonlarından biri olan Antalya’da faaliyet gösteren beş yıldızlı otellerde çalışan 403 ön hat çalışanından elde edilmiştir. Önerilen model, Hayes’in PROCESS makrosu (Model 4) kullanılarak test edilmiştir. Bulgular, algılanan örgütsel desteğin örgütsel güveni hem doğrudan hem de yapıcı sapma davranışları aracılığıyla dolaylı olarak artırdığını göstermektedir. Yüksek operasyonel baskının söz konusu olduğu hizmet ortamlarında, örgütlerinden güçlü destek algılayan çalışanların hizmet çıktılarının iyileştirilmesi amacıyla kuralları esnetmeye daha istekli oldukları ve bu davranışların örgütsel güveni pekiştirdiği görülmüştür. Çalışma, yapıcı sapma davranışlarını işlevsel ve ilişki temelli bir mekanizma olarak ele alarak konaklama yönetimi yazınına katkı sunmakta ve güven temelli örgütsel iklimlerin sürdürülebilmesine yönelik uygulamaya dönük çıkarımlar geliştirmektedir.

Anahtar Kelimeler

• Yapıcı Sapma
• Algılanan Örgütsel Destek
• Örgütsel Güven
• Konaklama İşletmeciliği

Destekleyen Kurum

Bu araştırma herhangi bir kamu, ticari veya kâr amacı gütmeyen kurumdan finansal destek almamıştır.

Etik Beyan

Bu çalışmada kullanılan veriler 2019 yılında yazarın doktora tezi kapsamında toplanmıştır. Veri toplama sürecinde etik kurul onayı ulusal mevzuat kapsamında zorunlu değildir. Yayın süreci kapsamında çalışma, Artvin Çoruh Üniversitesi Bilimsel Araştırma ve Yayın Etiği Kurulu tarafından 12.02.2024 tarih ve E-18457941-050.99-125379 sayılı karar ile incelenmiş ve uygun bulunmuştur. Katılım gönüllülük esasına dayalı olup gizlilik ilkelerine riayet edilmiştir.

Teşekkür

Bu çalışma, yazarın 2019 yılında tamamladığı doktora tezinden türetilmiştir. Yazar, doktora sürecindeki katkı ve rehberliği için Prof. Dr. Sema Polatcı’ya teşekkür eder.

When Support Encourages Rule-Bending: Constructive Deviance as a Pathway to Organizational Trust in Hospitality

Öz

This study examines how employees’ perceptions of organizational support shape the development of trust within hospitality organizations. Drawing on data collected from 403 frontline employees working in five-star hotels in Türkiye, the research explores whether constructive deviance functions as a mediating mechanism in this relationship. The proposed model was tested using Hayes’ PROCESS macro (Model 4). The findings reveal that perceived organizational support strengthens organizational trust both directly and indirectly through constructive deviant behaviors performed with prosocial intent. In service environments characterized by high operational pressure, employees who perceive strong support from their organizations appear more willing to engage in rule-bending behaviors aimed at improving service outcomes, which in turn fosters greater trust. By highlighting constructive deviance as a relational mechanism rather than a dysfunctional outcome, this study contributes to hospitality management literature and provides practical implications for sustaining trust-based organizational climates.

Anahtar Kelimeler

• Constructive Deviance
• Perceived Organizational Support
• Organizational Trust
• Hospitality

Destekleyen Kurum

This research received no specific grant from any funding agency in the public, commercial, or not-for-profit sectors.

Etik Beyan

The data used in this study were collected in 2019 as part of the author's doctoral dissertation. At the time of data collection, ethics committee approval was not mandatory under national regulations. For publication purposes, the study was reviewed and approved by the Scientific Research and Publication Ethics Committee of Artvin Çoruh University (Decision No: E-18457941-050.99-125379, dated February 12, 2024). Participation was voluntary, and confidentiality was ensured.

Teşekkür

This study is derived from the author’s doctoral dissertation completed in 2019. The author would like to thank Prof. Dr. Sema Polatcı for her supervision and guidance during the doctoral process.

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