Araştırma Makalesi
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The Mediating Role of Organizational Belonging in the Effect of Internal Service Quality on Employee Performance

Yıl 2021, Cilt: 13 Sayı: 25, 413 - 428, 28.11.2021
https://doi.org/10.20990/kilisiibfakademik.963227

Öz

Purpose: While the effect of internal service quality on employee performance is a well-known phenomenon, the effects of different variables in this relationship are far from being examined in all its dimensions. In this context, determining whether there is an intermediary effect of organizational belonging constitutes the main aim of the research.
Design/Methodology: The sample of the research consists of 161 people working in manufacturing companies operating in the food sector in Gaziantep. The data set created with the compiled questionnaires was subjected to structural equation model analysis.
Findings: It has been determined that internal service quality significantly affects organizational belonging and employee performance. It has been found that organizational belonging also affects employee performance significantly. As a result of the mediation test, it was determined that organizational belonging has a mediating role in the effect of internal service quality on employee performance.
Limitations: The constraints of the study are that the sample consists of companies located only in Gaziantep and that the survey method is used.
Originality/Value: One of the elements that makes this study valuable is the fact that employee satisfaction is addressed in an environment where customer satisfaction is constantly examined. In addition, the use of structural equation model and Process Macro as an analysis method is included in the study as an element that increases the intelligibility of the model.

Kaynakça

  • Akroush, M. N., El Samen, A. A., Samawi, G. A., & Odetallah, A. L. (2013). Internal marketing and service quality in restaurants. Marketing Intelligence & Planning, 31(4), 304-336. https://cyberleninka.ru/article/n/the-influence-of-internal-service-quality-and-employee-satisfaction-on-organizational-commitment-in-travel-agencies-the-case-of/viewer
  • Al-Bilbiese, M. E., & Al-Nuaimi, M. (2017). The impact of internal service quality on organizational innovation examining the mediating role of organizational commitment: An empirical study in the foreign banks in Jordan. International Journal of Business and Management, 12(12), 135-143. https://pdfs.semanticscholar.org/b5ed/6637f32bace5846175913dcf5f6126e39d85.pdf
  • Anosike, U. P., & Eid, R. (2011). Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: An empirical study. The Service Industries Journal, 31(14), 2487-2505. https://doi.org/10.1080/02642069.2010.504822
  • Bai, B., Brewer, K. P., Sammons, G., & Swerdlow, S. (2006). Job satisfaction, organizational commitment, and internal service quality. Journal of Human Resources in Hospitality & Tourism, 5(2), 37-54. https://doi.org/10.1300/J171v05n02_03
  • Belle, S. (2014). Where do I belong?: A phenomenological investigation of teleworkers' experience of organizational belonging (Order No. 3602798) [Doctoral dissertation, The George Washington University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/where-do-i-belong-phenomenological-investigation/docview/1468720894/se-2?accountid=15958
  • Bermudez- Gonzalez, G., Sasaki, I., & Tous-Zamora, D. (2016). Understanding the impact of internal marketing practices on both employees’ and managers’ organizational commitment in elderly care homes. Journal of Service Theory and Practice, 26(1), 28-49. https://doi.org/10.1108/JSTP-09-2014-0216
  • Boshoff, C., & Mels, G. (1995). A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42. https://doi.org/10.1108/03090569510080932
  • Braun, C., & Hadwich, K. (2017). Determinants of perceived internal service complexity: An empirical analysis of promoting and limiting complexity factors. European Business Review, 29(1), 123-152. https://doi.org/10.1108/EBR-07-2016-0089
  • Bruhn, M. (2003). Internal service barometers conceptualization and empirical results of a pilot study in Switzerland. European Journal of Marketing, 37(9), 1187-1204. https://doi.org/10.1108/03090560310486942
  • Chen, W. J. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160. https://doi.org/10.1016/j.ijhm.2013.06.004
  • Chiang, C. F., & Wu, K. P. (2014). The influences of internal service quality and job standardization on job satisfaction with supports as mediators: Flight attendants at branch workplace. The International Journal of Human Resource Management, 25(19), 2644-2666. https://doi.org/10.1080/09585192.2014.884616
  • Chiu, W., Won, D., & Bae, J. (2020). Internal marketing, organizational commitment, and job performance in sport and leisure services. Sport, Business and Management: An International Journal, 10(2), 105-123. https://doi.org/10.1108/SBM-09-2018-0066
  • Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46. https://hdl.handle.net/20.500.12462/5075
  • Ehrhart, K. H., Win, L. A., Schneider, B., & Perry, S. J. (2011). Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link. Journal of Applied Psychology, 96(2), 423-431. https://doi.org/10.1037/a0022071
  • Eren, E., & Vardarlıer, P. (2013). Social media’s role in developing an employees sense of belonging in the work place as an HRM strategy. Procedia-Social and Behavioral Sciences, 99, 852-860. https://doi.org/10.1016/j.sbspro.2013.10.557
  • Fletcher, M. (1999). The effects of internal communication, leadership and team performance on successful service quality implementation: A South African perspectives. Team Performance Management: An International Journal, 5(5), 150-163. https://doi.org/10.1108/13527599910288966
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  • Frost, F. A., & Kumar, M. (2000). Intservqual-an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377. https://doi.org/10.1108/08876040010340991
  • Fung, C., Sharma, P., Wu, Z., & Su, Y. (2017). Exploring service climate and employee performance in multicultural service settings. Journal of Services Marketing, 31(7), 784-798. https://doi.org/10.1108/JSM-08-2016-0316
  • Goebel, D. J., Marshall, G. W., & Locander, W. B. (2003). Enhancing purchasing’s strategic reputation: Evidence and recommendations for future research. The Journal of Supply Chain Management, 39(2), 4-14. https://doi.org/10.1111/j.1745-493X.2003.tb00150.x
  • Gómez, M. (2020). A research study on the emergence of employee resource groups at community colleges and their value for creating a sense of belonging in the workplace (Order No. 28094640) [Doctoral dissertation, National American University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/research-study-on-emergence-employee-resource/docview/2452536737/se-2?accountid=15958
  • Green, P., Gino, F., & Staats, B. R. (2017). Seeking to belong: How the words of internal and external beneficiaries influence performance. Harvard Business School NOM Unit Working Paper, (17-073). https://doi.org/10.2139/ssrn.2912271
  • Gürbüz, S. (2019). Sosyal bilimlerde aracı, düzenleyici ve durumsal etki analizleri. Seçkin Yayıncılık.
  • Hagerty, B. M. K., Lynch-Sauer, J., Patusky, K., Bouwseman, M., & Collier, P. (1992). Sense of belonging: A vital mental health concept. Archives of Psychiatric Nursing, 6, 172-177. https://doi.org/10.1016/0883-9417(92)90028-H
  • Hudson, B. K. (2013). Non-tenure-track faculty job satisfaction and organizational sense of belonging (Order No. 3560675). [Doctoral dissertation, Montana State University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/non-tenure-track-faculty-job-satisfaction/docview/1357147889/se-2?accountid=15958
  • Jaitli, R., & Hua, Y. (2013). Measuring sense of belonging among employees working at a corporate campus: Implication for workplace planning and management. Jurnal of Corporate Real Estate, 15(2), 117-135. https://doi.org/10.1108/JCRE-04-2012-0005
  • Jia, R., Reich, B. H., & Jia, H. H. (2016). Service climate in knowledge-intensive, internal service settings. International Journal of Quality and Service Sciences, 8(4), 462-477. https://doi.org/10.1108/IJQSS-11-2015-0071
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İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü

Yıl 2021, Cilt: 13 Sayı: 25, 413 - 428, 28.11.2021
https://doi.org/10.20990/kilisiibfakademik.963227

Öz

Amaç: İç hizmet kalitesinin işgören performansı üzerindeki etkisi bilinen bir olgu iken bu ilişkide yer alan farklı değişkenlerin etkileri tüm boyutlarıyla incelenmiş olmaktan uzaktır. Bu bağlamda kurumsal aidiyetin aracı etkisinin olup olmadığının tespiti araştırmanın temel amacını oluşturmaktadır.
Tasarım/Yöntem: Araştırmanın örneklemini Gaziantep ilinde, gıda sektöründe faaliyet gösteren imalat firmalarında çalışan 161 kişi oluşturmaktadır. Derrlenen anketler ile oluşturulan veri seti yapısal eşitlik modeli analizine tabi turulmuştur.
Bulgular: İç hizmet kalitesinin kurumsal aidiyet ve iş gören performansını anlamlı olarak etkilediği tespit edilmiştir. Kurumsal aidiyetin de iş gören performansını anlamlı olarak etkilediği bulgusuna ulaşılmıştır. Yapılan aracılık testi neticesinde ise iç hizmet kalitesinin iş gören performansı üzerindeki etkisinde kurumsal aidiyetin aracılık rolü bulunduğu tespit edilmiştir.
Sınırlılıklar: Örneklemin sadece Gaziantep’te bulunan firmalardan oluşması ve anket yönteminin kullanılması araştırmanın sınırlılıklarıdır.
Özgünlük/Değer: Müşteri memnuniyetinin sürekli olarak incelendiği bir ortamda çalışan memnuniyetinin ele alınmış olması bu çalışmayı değerli kılan unsurlardan birisidir. Ayrıca analiz yöntemi olarak yapısal eşitlik modelinin ve Process Makro analizinin kullanılması modelin anlaşılabilirliğini arttırıcı bir unsur olarak çalışmada yer almaktadır.

Kaynakça

  • Akroush, M. N., El Samen, A. A., Samawi, G. A., & Odetallah, A. L. (2013). Internal marketing and service quality in restaurants. Marketing Intelligence & Planning, 31(4), 304-336. https://cyberleninka.ru/article/n/the-influence-of-internal-service-quality-and-employee-satisfaction-on-organizational-commitment-in-travel-agencies-the-case-of/viewer
  • Al-Bilbiese, M. E., & Al-Nuaimi, M. (2017). The impact of internal service quality on organizational innovation examining the mediating role of organizational commitment: An empirical study in the foreign banks in Jordan. International Journal of Business and Management, 12(12), 135-143. https://pdfs.semanticscholar.org/b5ed/6637f32bace5846175913dcf5f6126e39d85.pdf
  • Anosike, U. P., & Eid, R. (2011). Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: An empirical study. The Service Industries Journal, 31(14), 2487-2505. https://doi.org/10.1080/02642069.2010.504822
  • Bai, B., Brewer, K. P., Sammons, G., & Swerdlow, S. (2006). Job satisfaction, organizational commitment, and internal service quality. Journal of Human Resources in Hospitality & Tourism, 5(2), 37-54. https://doi.org/10.1300/J171v05n02_03
  • Belle, S. (2014). Where do I belong?: A phenomenological investigation of teleworkers' experience of organizational belonging (Order No. 3602798) [Doctoral dissertation, The George Washington University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/where-do-i-belong-phenomenological-investigation/docview/1468720894/se-2?accountid=15958
  • Bermudez- Gonzalez, G., Sasaki, I., & Tous-Zamora, D. (2016). Understanding the impact of internal marketing practices on both employees’ and managers’ organizational commitment in elderly care homes. Journal of Service Theory and Practice, 26(1), 28-49. https://doi.org/10.1108/JSTP-09-2014-0216
  • Boshoff, C., & Mels, G. (1995). A causal model to evaluate the relationships among supervision, role stress, organizational commitment and internal service quality. European Journal of Marketing, 29(2), 23-42. https://doi.org/10.1108/03090569510080932
  • Braun, C., & Hadwich, K. (2017). Determinants of perceived internal service complexity: An empirical analysis of promoting and limiting complexity factors. European Business Review, 29(1), 123-152. https://doi.org/10.1108/EBR-07-2016-0089
  • Bruhn, M. (2003). Internal service barometers conceptualization and empirical results of a pilot study in Switzerland. European Journal of Marketing, 37(9), 1187-1204. https://doi.org/10.1108/03090560310486942
  • Chen, W. J. (2013). Factors influencing internal service quality at international tourist hotels. International Journal of Hospitality Management, 35, 152-160. https://doi.org/10.1016/j.ijhm.2013.06.004
  • Chiang, C. F., & Wu, K. P. (2014). The influences of internal service quality and job standardization on job satisfaction with supports as mediators: Flight attendants at branch workplace. The International Journal of Human Resource Management, 25(19), 2644-2666. https://doi.org/10.1080/09585192.2014.884616
  • Chiu, W., Won, D., & Bae, J. (2020). Internal marketing, organizational commitment, and job performance in sport and leisure services. Sport, Business and Management: An International Journal, 10(2), 105-123. https://doi.org/10.1108/SBM-09-2018-0066
  • Çöl, G. (2008). Algılanan güçlendirmenin işgören performansı üzerine etkileri. Doğuş Üniversitesi Dergisi, 9(1), 35-46. https://hdl.handle.net/20.500.12462/5075
  • Ehrhart, K. H., Win, L. A., Schneider, B., & Perry, S. J. (2011). Service employees give as they get: Internal service as a moderator of the service climate–service outcomes link. Journal of Applied Psychology, 96(2), 423-431. https://doi.org/10.1037/a0022071
  • Eren, E., & Vardarlıer, P. (2013). Social media’s role in developing an employees sense of belonging in the work place as an HRM strategy. Procedia-Social and Behavioral Sciences, 99, 852-860. https://doi.org/10.1016/j.sbspro.2013.10.557
  • Fletcher, M. (1999). The effects of internal communication, leadership and team performance on successful service quality implementation: A South African perspectives. Team Performance Management: An International Journal, 5(5), 150-163. https://doi.org/10.1108/13527599910288966
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  • Frost, F. A., & Kumar, M. (2000). Intservqual-an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377. https://doi.org/10.1108/08876040010340991
  • Fung, C., Sharma, P., Wu, Z., & Su, Y. (2017). Exploring service climate and employee performance in multicultural service settings. Journal of Services Marketing, 31(7), 784-798. https://doi.org/10.1108/JSM-08-2016-0316
  • Goebel, D. J., Marshall, G. W., & Locander, W. B. (2003). Enhancing purchasing’s strategic reputation: Evidence and recommendations for future research. The Journal of Supply Chain Management, 39(2), 4-14. https://doi.org/10.1111/j.1745-493X.2003.tb00150.x
  • Gómez, M. (2020). A research study on the emergence of employee resource groups at community colleges and their value for creating a sense of belonging in the workplace (Order No. 28094640) [Doctoral dissertation, National American University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/research-study-on-emergence-employee-resource/docview/2452536737/se-2?accountid=15958
  • Green, P., Gino, F., & Staats, B. R. (2017). Seeking to belong: How the words of internal and external beneficiaries influence performance. Harvard Business School NOM Unit Working Paper, (17-073). https://doi.org/10.2139/ssrn.2912271
  • Gürbüz, S. (2019). Sosyal bilimlerde aracı, düzenleyici ve durumsal etki analizleri. Seçkin Yayıncılık.
  • Hagerty, B. M. K., Lynch-Sauer, J., Patusky, K., Bouwseman, M., & Collier, P. (1992). Sense of belonging: A vital mental health concept. Archives of Psychiatric Nursing, 6, 172-177. https://doi.org/10.1016/0883-9417(92)90028-H
  • Hudson, B. K. (2013). Non-tenure-track faculty job satisfaction and organizational sense of belonging (Order No. 3560675). [Doctoral dissertation, Montana State University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/non-tenure-track-faculty-job-satisfaction/docview/1357147889/se-2?accountid=15958
  • Jaitli, R., & Hua, Y. (2013). Measuring sense of belonging among employees working at a corporate campus: Implication for workplace planning and management. Jurnal of Corporate Real Estate, 15(2), 117-135. https://doi.org/10.1108/JCRE-04-2012-0005
  • Jia, R., Reich, B. H., & Jia, H. H. (2016). Service climate in knowledge-intensive, internal service settings. International Journal of Quality and Service Sciences, 8(4), 462-477. https://doi.org/10.1108/IJQSS-11-2015-0071
  • Johnston, R. (2008). Internal service-barriers, flows and assessment. International Journal of Service Industry Management, 19(2), 210-231. https://doi.org/10.1108/09564230810869748
  • Joung, H. W., Goh, B. K., Huffman, L., Yuan J. J., & Surles, J. (2015). Investigating relationships between internal marketing practices and employee organizational commitment in the foodservice industry. International Journal of Contemporary Hospitality Management, 27(7), 1618-1640. https://doi.org/10.1108/IJCHM-05-2014-0269
  • Jun, M., & Cai, S. (2010). Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction. Total Quality Management, 21(2), 205-223. https://doi.org/10.1080/14783360903550095
  • Kautish, P., & Sharma, R. (2019). Value orientation, green attitude and green behavioral intentions: An empirical investigation among young consumers. Young Consumers, 20(4), 338-358. https://doi.org/10.1108/YC-11-2018-0881
  • Khorshidi, H. A., Nikfalazar, S., & Gunawan, I. (2016). Statistical process control application on service quality using SERVQUAL and QFD with a case study in trains’ services. The TQM Journal, 28(2), 195-215. https://doi.org/10.1108/TQM-02-2014-0026
  • Kitchen, P., Williams, A. M., & Gallina, M. (2015) Sense of belonging to local community in small-to-medium sized Canadian urban areas: A comparison of immigrant and Canadian-born residents. BMC Psychology, 3(28), 1-17. https://doi.org/10.1186/s40359-015-0085-0
  • Kuei, C. H. (1999). Internal service quality an empirical assessment. International Journal of Quality & Reliability Management, 16(8), 783-791. https://doi.org/10.1108/02656719910274290
  • Levy, D., & Friedman, Y. (2019). Postforced eviction communities: The contribution of personal and environmental resources to the sense of belonging to the community. Journal of Community Psychology, 47(1), 104-116. https://doi.org/10.1002/jcop.22103
  • Lu, J. (2015). An investigation of workplace characteristics influencing knowledge worker’s sense of belonging and organizational outcomes (Order No. 10703427) [Doctoral dissertation, Technische Universitaet Dresden]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/investigation-workplace-characteristics/docview/1959221493/se-2?accountid=15958
  • Merriman, C. L. (2010). Adjunct faculty organizational sense of belonging and affective organizational commitment (Order No. 3411382) [Doctoral dissertation, Old Dominion University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/adjunct-faculty-organizational-sense-belonging/docview/520163537/se-2?accountid=15958
  • Meydan, C. H., & Şeşen, H. (2015). Yapısal eşitlik modellemesi AMOS uygulamaları (2. Baskı). Detay Yayıncılık.
  • Montague, A. M. (2017). Investigating women entrepreneurs in construction and their sense of belonging in a male dominated industry: A multiple-case study (Order No. 10271098) [Doctoral dissertation, Northcentral University]. ProQuest Dissertations & Theses Global. https://www.proquest.com/dissertations-theses/investigating-women-entrepreneurs-construction/docview/1896954771/se-2?accountid=15958
  • Nazeer, S., Zahid M. M., & Azeem, M. (2014). Internal service quality and job performance: Does job satisfaction mediate?. Journal of Human Resources Management and Labor Studies, 2(1), 41-65. http://jhrmls.com/journals/jhrmls/Vol_2_No_1_March_2014/3.pdf
  • Öztop, S. (2014). Kurumsal aidiyet bilincinin çalışanların örgütsel değişim algısı üzerinde etkisi. Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 19(1), 299-316. https://dergipark.org.tr/en/download/article-file/194271
  • Pantouvakis, A., & Mpogiatzidis, P. (2013). The impact of internal service quality and learning organization on clinical leaders’ job satisfaction in hospital care services. Leadership in Health Services, 26(1), 34-49. https://doi.org/10.1108/17511871311291714
  • Pitt, M., Bruwer, J. H., Nel, D., & Berthon, J. P. (1999). A framework for research in internal marketing and the study of service quality: Some propositions. Management Research News, 22(7), 1-11. https://doi.org/10.1108/01409179910781715
  • Pomirleanu, N., Mariadoss, B. J., & Chennamaneni, P. R. (2016). Managing service quality in high customer contact B2B services across domestic and international markets. Industrial Marketing Management, 55, 131-143. https://doi.org/10.1016/j.indmarman.2015.09.002
  • Prakash, G., & Srivastava, S. (2019) Role of internal service quality in enhancing patient centricity and internal customer satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 2-20. https://doi.org/10.1108/IJPHM-02-2018-0004
  • Prentice, C. (2018). Linking internal service quality and casino dealer performance. Journal of Hospitality Marketing & Management, 27(6), 733-753. https://doi.org/10.1080/19368623.2018.1413476
  • Ramsden, K. (2015). Corporate social responsibility, sense of belonging, and organisational citizenship behaviour (453 728) [PhD Thesis, University of the Witwatersrand]. CORE. https://core.ac.uk/download/pdf/188775008.pdf
  • Sharma, P., Kong T. T. C., & Kingshott, R. P. J. (2016). Internal service quality as a driver of employee satisfaction, commitment and performance exploring the focal role of employee well being. Journal of Service Management, 27(5), 773-797. https://doi.org/10.1108/JOSM-10-2015-0294
  • Singh, K. (2016). Influence of internal service quality on job performance: A case study of royal police department. Procedia-Social and Behavioral Sciences, 224, 28-34. https://doi.org/10.1016/j.sbspro.2016.05.396
  • Skarpeta, K., Koemtzi, M., & Aidonis, D. (2020). Measuring internal service quality: The case of the Greek public higher education institutions. The TQM Journal, 33(2), 268-287. https://doi.org/10.1108/TQM-02-2019-0061
  • Stanley, L. L., & Wisner, J. D. (2002). The determinants of service quality: Issues for purchasing. European Journal of Purchasing & Supply Management, 8, 97-109. https://doi.org/10.1016/S0969-7012(01)00009-0
  • Stauss, B. (1995). Internal services: Classification and quality management. International Journal of Service Industry Management, 6(2), 62-78. https://doi.org/10.1108/09564239510146915
  • Tabatabaee, S. M., Koohi, A., Ghandali, A., & Tajik, T. (2016). The study of relationship between organizational culture and organizational belonging in employees of Varamin county office of education. International Education Studies, 9(5), 183-192. https://files.eric.ed.gov/fulltext/EJ1099413.pdf
  • Tsai, Y., & Tang, T. W. (2008). How to improve service quality: Internal marketing as a determining factor. Total Quality Management, 19(11), 1117-1126. https://doi.org/10.1080/14783360802323479
  • Tsai, Y., & Wu, S. W. S. (2006). Internal marketing, organizational commitment and service quality. In 2006 International Conference on Service Systems and Service Management, 2, 1292-1298. https://doi.org/10.1109/ICSSSM.2006.320695
  • Umamaheswari, J. L (2014). Exploring internal service quality in a manufacturing organization-a study in Lucus TVS. Chennai Procedia Economics and Finance, 11, 710-725. https://doi.org/10.1080/14783360802323479
  • Vella, P. F., Gountas, J., & Walker, R. (2009). Employee perspectives of service quality in the supermarket sector. Journal of Services Marketing, 23(6), 407-421. https://doi.org/10.1108/08876040910985870
  • Weerasundara, N. (2015). The influence of corporate social responsibility on an employee's sense of belonging [PhD Thesis, Victoria University of Wellington]. http://hdl.handle.net/10063/4761
  • Wildes, V. J. (2007). Attracting and retaining food servers: How internal service quality moderates occupational stigma. Hospitality Management, 26(1), 4–19. https://doi.org/10.1016/j.ijhm.2005.08.003
  • Wildes, V. J., & Parks, S. C. (2005). Internal service quality. International Journal of Hospitality & Tourism Administration, 6(2), 1-27. https://doi.org/10.1300/J149v06n02_01
  • Winter-Collins, A., & McDaniel, A. (2000). Sense of belonging and new graduate job satisfaction. Journal for Nurses in Staff Development, 16, 103-111. https://journals.lww.com/jnsdonline/Fulltext/2000/05000/SENSE_OF_BELONGING_AND_NEW_GRADUATE_JOB.2.aspx
  • Wisner, J. D., & Stanley, U. L. (1999). Internal relationships and activities associated with high levels of purchasing service quality. The Journal of Supply Chain Management, 35(2), 25-32. https://doi.org/10.1111/j.1745-493X.1999.tb00059.x
  • Yang, H., & Coates, N. (2010). Internal marketing: Service quality in leisure services. Marketing Intelligence & Planning, 28(6), 754-769. https://doi.org/10.1108/02634501011078147
  • Yigao, L. (2019). The application of confucianism “benevolence” employees’ sense of belonging needs humanistic care. 9th International Conference on Education and Social Science (ICESS 2019). https://webofproceedings.org/proceedings_series/ESSP/ICESS%202019/ICESS19088.pdf
Toplam 64 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Finans
Bölüm ARAŞTIRMA MAKALELERİ
Yazarlar

Mehmet Seyhan 0000-0002-7943-4543

Yayımlanma Tarihi 28 Kasım 2021
Yayımlandığı Sayı Yıl 2021 Cilt: 13 Sayı: 25

Kaynak Göster

APA Seyhan, M. (2021). İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD), 13(25), 413-428. https://doi.org/10.20990/kilisiibfakademik.963227
AMA Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). Kasım 2021;13(25):413-428. doi:10.20990/kilisiibfakademik.963227
Chicago Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD) 13, sy. 25 (Kasım 2021): 413-28. https://doi.org/10.20990/kilisiibfakademik.963227.
EndNote Seyhan M (01 Kasım 2021) İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) 13 25 413–428.
IEEE M. Seyhan, “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”, Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD), c. 13, sy. 25, ss. 413–428, 2021, doi: 10.20990/kilisiibfakademik.963227.
ISNAD Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD) 13/25 (Kasım 2021), 413-428. https://doi.org/10.20990/kilisiibfakademik.963227.
JAMA Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). 2021;13:413–428.
MLA Seyhan, Mehmet. “İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü”. Akademik Araştırmalar Ve Çalışmalar Dergisi (AKAD), c. 13, sy. 25, 2021, ss. 413-28, doi:10.20990/kilisiibfakademik.963227.
Vancouver Seyhan M. İç Hizmet Kalitesinin İşgören Performansı Üzerindeki Etkisinde Kurumsal Aidiyetin Aracı Rolü. Akademik Araştırmalar ve Çalışmalar Dergisi (AKAD). 2021;13(25):413-28.