Etik liderliğin çalışanların motivasyonuna ve sesliğine etkisi: TRA2 bölgesi çağrı merkezi çalışanları üzerine bir araştırma

Öz

Bu çalışmanın temel amacı TRA2 bölgesindeki illerdeki özel çağrı merkezlerinde yöneticilerin etik liderlik davranışlarının çalışanların sesliği ve motivasyonuna etkisinin olup olmadığının araştırılmasıdır. Çalışmada öncelikle etik liderlik, çalışanların sesliği ve çalışanların motivasyonu kavramsal olarak incelenmiş ve alan yazında çalışmaya konu olan değişkenler ile yapılmış çalışmalara ve sonuçlarına yer verilmiştir. Çalışmanın amacı doğrultusunda önerilen modele dayanılarak oluşturulan hipotezler yol analizi ile test edilmiş ve yorumlanmıştır. Araştırmanın evreninin TRA2 bölgesinde faaliyet gösteren özel çağrı merkezi çalışanlarından oluşmaktadır. Veri toplam yöntemi olarak Google Form üzerinden çevrimiçi anket yöntemi kullanılmıştır. Anket çalışması sonucu elde edilen veriler SPSS ve YEM AMOS istatistik programları ile analiz edilmiştir. Analizleri sonucunda yöneticilerin etik liderlik davranışlarının çalışanların sesliliği ve motivasyonu üzerinde ayrıca çalışanların sesliğinde motivasyon üzerinde anlamlı bir etkisi olduğu sonucuna ulaşılmıştır. Çalışmada yapılan farklılık analizleri sonucunda cinsiyet ile çalışanların sesliliği ve motivasyonu, medeni durum ile çalışanların sesliliği ve motivasyonu, etik liderlik ile eğitim ve kıdem ve son olarak çalışılan il ile çalışanların sesliliği ve motivasyonu arasında anlamlı farklıklar olduğu tespit edilmiştir.

Anahtar Kelimeler

• Etik
• Etik Liderlik
• Çalışanların Sesliliği
• Çalışanların Motivasyonu
• Çağrı Merkezi
• Ethic
• Ethical Leadership
• Employee Voice
• Employee Motivation
• Call Center

The impact of ethical leadership on employee motivation and voice: A study on call center employees in the TRA2 region

Abstract

The primary aim of the current research was to examine whether ethical leadership behaviors of managers in private call centers located in provinces in the TRA2 region affected employee voice and motivation. In the study, ethical leadership, employee voice, and employee motivation were examined conceptually, and studies in the literature conducted with the variables discussed in this study and their results were included. The hypotheses developed based on the proposed model in accordance with the study's aim were tested by path analysis and interpreted. The study population consisted of private call center employees operating in the TRA2 region. An online survey method via Google Forms was employed as the data collection method. The data acquired from the survey study were analyzed by utilizing the SPSS and YEM AMOS statistical programs. The analysis showed that managers' ethical leadership behaviors significantly affected employee voice and motivation, and employee voice also significantly affected motivation. The difference analysis performed in the research identified significant differences between gender and employee voice and motivation, between marital status and employee voice and motivation, between ethical leadership and education and seniority, and finally, between the province of work and employee voice and motivation.

Keywords

• Ethic
• Ethical Leadership
• Employee Voice
• Employee Motivation
• Call Center

Kaynakça

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