Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki

Turhan Moç

doi:10.25287/ohuiibf.1021316

TR EN

Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki

Öz

Bu çalışmanın temel amacı çağrı merkezi çalışanlarının örgütsel etik iklim algıları, yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişkinin araştırılmasıdır. Araştırma Iğdır ilinde faaliyet gösteren özel bir çağrı merkezinde gerçekleştirilmiştir. Nicel araştırma yöntemlerinden online anket yöntemiyle 196 çağrı merkezi çalışanından veriler elde edilmiştir. Verilerin analizinde SPSS.25 ve YEM AMOS.20 programlarından faydalanılırmıştır. Araştırmada kullanılan ölçeklerin güvenirliği için Cronbach Alpha ve Yapısal Güvenirlik analizlerinden, geçerliliği için doğrulayıcı faktör analizlerinden yararlanılmıştır. Demografik özellikler ile değişkenler arasında anlamlı farklılıkların olup olmadığını tespit etmek amacıyla varyans, örgütsel etik iklim algısının yenilikçi iş davranışı ve psikolojik güvenlik algısı değişkenlerinin aralarındaki ilişkiyi tespit etmek amacıyla korelasyon analizlerinden yararlanılmıştır. Araştırmada örgütsel etik iklimi algısı ile psikolojik güvenlik algısı arasında anlamlı ve yüksek, örgütsel etik iklimi algısı ile yenilikçi iş davranışı ile arasında anlamlı ve orta kuvvette, psikolojik güvenlik algısı ile yenilikçi iş davranışı arasında anlamlı ve orta kuvvette bir ilişki olduğu sonucuna ulaşılmıştır. Ayrıca yapılan farklılık analizleri sonucunda cinsiyet değişkeni ile yenilikçi iş davranışı ve psikolojik güvenlik algısı, çalıştığı departman ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı, kıdem ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı ve eğitim durumu ile örgütsel etik iklimi algısı arasına anlamlı farklıklar olduğu tespit edilmiştir.

Anahtar Kelimeler

Örgütsel Etik İklim, Psikolojik Güvenlik Algısı, Yenilikçi İş Davranışı, Perception of Organizational Ethical Climate, Perception of Psychological Safety, Innovative Business Behavior

The relationship between the organizational ethical climate perception of call center employees and innovative business behavior and psychological safety perceptions

Öz

The main purpose of this study is to investigate the relationship between the organizational ethical climate perceptions, innovative work behavior and psychological safety perceptions of call center employees. The research was carried out in a private call center operating in the province of Iğdır. Data were obtained from 196 call center employees by online survey method, one of the quantitative research methods. SPSS.25 and YEM AMOS.20 programs were used in the analysis of the data. Cronbach Alpha and Structural Reliability analyzes were used for the reliability of the scales used in the research, and confirmatory factor analyzes were used for the validity. Correlation analyzes were used to determine the relationship between variance, organizational ethical climate perception, innovative work behavior and psychological security perception variables in order to determine whether there are significant differences between demographic characteristics and variables. In the study, it was concluded that there is a significant and high relationship between organizational ethical climate perception and psychological security perception, a significant and moderate relationship between organizational ethical climate perception and innovative work behavior, and a significant and moderate relationship between psychological security perception and innovative work behavior. In addition, as a result of the difference analysis, it was found that there were significant differences between gender variable and innovative work behavior and perception of psychological security, psychological safety perception and organizational ethical climate perception with the department, seniority and psychological security perception and organizational ethical climate perception, and educational status and organizational ethical climate perception. detected.

Anahtar Kelimeler

Perception of Organizational Ethical Climate, Perception of Psychological Safety, Innovative Business Behavior

Kaynakça

Referans1 Ali, J. A., & Al-Owaihan, A. (2008). Islamic work ethic: A critical review. Cross Cultural Management: An International Journal, 15(1), 5–19. doi: 10.1108/13527600810848791.
Referans2 Ambrose, M. L., Arnaud, A., and Schminke, M. (2008). Individual moral development and ethical climate: the influence of person–organization fit on job attitudes. J. Bus. Ethics 77, 323–333. doi: 10.1007/s10551-007-9352-1.
Referans3 Anderson, Neil, Kristina Potoˇcnik, and Jing Zhou.(2014). Innovation and creativity in organizations. Journal of Management 40: 1297–333.
Referans4 Arnaud, A., (2010). "Conceptualizing and Measuring Ethical Work Climate, Development and Validation of the Ethical Climate Index", Business and Society, 49(2), 345- 358.
Referans5 Arnaud, A., & Sekerka, L. E. (2010). Positively ethical: The establishment of innovation in support of sustainability. International Journal of Sustainable Strategic Management, 2(2), 121–137. doi: 10.1504/IJSSM.2010.032556.
Referans6 Babin, B. J., Boles, J. S., and Robin, D. P. (2000). Representing the perceived ethical work climate among marketing employees. J. Acad. Market. Sci. 28, 345–358. doi: 10.1177/0092070300283004.
Referans7 Baer, M., and Frese, M. (2003). Innovation is not enough: climates for initiative and psychological safety, process innovations, and firm performance. J. Organ. Behav. 24, 45–68. doi: 10.1002/job.179.
Referans8 Bellini, D., Ramaci, T., Bonaiuto, M., Cubico, S., Favretto, G., and Johnsen, S. A. K. (2019). Exploring the influence of working environments’ restorative quality on organisational citizenship behaviours. Int. J. Environ. Workplace Empl. 5, 32–50. doi: 10.1504/IJEWE.2019.097146.
Referans9 Brown S P & Leigh T W. (1996). A new look at psychological climate and its relationship to job involvement, effort, and performance[J]. Journal of Applied Psychology, 81: 358-368.
Referans10 Carmeli, A.; Reiter-Palmon, R.; Ziv, E.(2010). Inclusive Leadership and Employee Involvement in Creative Tasks in the Workplace: The Mediating Role of Psychological Safety. Creat. Res. J. 22, 250–260.

Referans11 Chen, Zhen Xiong, and Samuel Aryee.(2007). Delegation and employee work outcomes: An examination of the cultural context of mediating processes in China. Academy of Management Journal 50: 226–38.
Referans12 Christian, M. S., Garza, A. S., and Slaughter, J. E. (2011). Work engagement: a quantitative review and test of its relations with task and contextual performance. Pers. Psychol. 64, 89–136. doi: 10.1111/j.1744-6570.2010.01 203.x.
Referans13 Craig, J. (2008). Meeting the ethical challenges of leadership: Casting light or shadow. (3rd Edition) Thousand Oaks, CA: SAGE, 2008, pp.267-268.
Referans14 Cullen, John B., Victor, Bart, Stephens, Carroll (1989). An ethical weather report: Assessing the organization’s ethical climate. Organizational Dynamics, 18(2), pp. 50–62.
Referans15 De George, Richard. (1995); Business Ethics. 4a ed. New Jersey: Princeton Hall Inc. In Ferrato, Elio y Arruda, Maria Cecilia Coutinho de (2005). Clima etico corporativo: Una aplicación del modelo de Victor y Cullen en las empresas del estado de São Paulo. Cuad. Difus. 10 (18-19), 2005, p.138.
Referans16 De Jong, Jeroen P. J., and Deanne N. Den Hartog. (2007). How leaders influence employees’ innovative behaviour. European Journal of Innovation Management 10: 41–64.
Referans17 Deshpande, S. P. (1996). The impact of ethical climate types on facets of job satisfaction: an empirical investigation. J. Bus. Ethics 15, 655–660. doi: 10.1007/BF00411800.
Referans18 Edmondson, A. C. (1999). Psychological safety and learning behavior in work teams. Adm. Sci. Q. 44, 350–383. doi: 10.2307/2666999.
Referans19 Ellemers, N., Pagliaro, S., and Barreto, M. (2013). Morality and behavioural regulation in groups: a social identity approach. Eur. Rev. Soc. Psychol. 24, 160–193. doi: 10.1080/10463283.2013.841490.
Referans20 Foss, Nicolai J., and Keld Laursen. (2014). Human resource management practices and innovation. In The Oxford Handbook of Innovation Management. Edited by Mark Dodgson, David M. Gann and Nelson Phillips. Oxford: Oxford University Press, pp. 506–29.
Referans21 Frazier, M. L., Fainshmidt, S., Klinger, R. L., Pezeshkan, A., and Vracheva, V. (2017). Psychological safety: a meta-analytic review and extension. Pers. Psychol. 70, 113–165. doi: 10.1111/peps.12183.
Referans22 Fritzsche, D. J. (2000). Ethical climates and the ethical dimension of decision-making. J. Bus. Ethics 24, 125–140. doi: 10.1023/A:1006262914562.
Referans23 George D, & Mallery P.,(2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update (4th ed.). Boston: Allyn & Bacon.
Referans24 Gorsira, M., Steg, L., Denkers, A., and Huisman, W. (2018). Corruption in organizations: ethical climate and individual motives. Adm. Sci. 8:4. doi: 10.3390/admsci8010004.
Referans25 Hox, J. J. ve Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11., 4.
Referans26 Hsieh, H.-H., and Wang, Y.-D. (2016). Linking perceived ethical climate to organizational deviance: the cognitive, affective, and attitudinal mechanisms. J. Bus. Res. 69, 3600–3608. doi: 10.1016/j.jbusres.2016.01.001.
Referans27 Janssen, O. (2000). Job demands, perceptions of effort‐reward fairness and innovative work behaviour. Journal of Occupational and Organizational Psychology, 73(3), 287-302.
Referans28 Javed, Basharat, Sayyed Muhammad Mehdi Raza Naqvi Naqvi, Abdul Karim Khan, Surendra Arjoon, and Hafiz Habib Tayyeb. (2017). Impact of inclusive leadership on innovative work behavior: The role of psychological safety. Journal of Management & Organization 25: 117–36.
Referans29 Kahn W A. (1990). Psychological conditions of personal engagement and disengagement at work[J]. Academy of Management Journal, 33: 692–724.
Referans30 Kanter, Rosabeth Moss. (1988). When a thousand flowers bloom: Structural, collective, and social conditions for innovation in organizations. In Research in Organizational Behavior. Edited by Barry M. Staw and L. Larry L. Cummings. Grenwich: JAI Press, vol. 10, pp. 169–211.
Referans31 Kark, R.; Carmeli, A. (2009). Alive and creating: The mediating role of vitality and aliveness in the relationship between psy-chological safety and creative work involvement. J. Org. Behav. 30, 785–804.
Referans32 Kim, B.-J.; Kim, M.-J.; Kim, T.-H. (2021). “The Power of Ethical Leadership”: The Influence of Corporate Social Responsibility on Creativity, the Mediating Function of Psychological Safety, and the Moderating Role of Ethical Leadership. Int. J. Environ. Res. Public Health 2021, 18, 2968. https:// doi.org/10.3390/ijerph18062968.
Referans33 Kline RB. (2005). Principles and Practice of Structural Equation Modeling. New York: Guilford Press;. p.154-186.
Referans34 Lau, P. Y. Y., Tong, J. L. Y. T., Lien, B. Y. H., Hsu, Y. C., and Chong, C. L. (2017). Ethical work climate, employee commitment and proactive customer service performance: test of the mediating effects of organisational politics. J. Retail. Consum. Serv. 35, 20–26. doi: 10.1016/j.jretconser.2016.11.004.
Referans35 Leung, K. (2008). Matching ethical work climate to in-role and extra-role behaviors in a collectivist work setting. J. Bus. Ethics 79, 43–55. doi: 10.1007/s10551-007-9392-6.
Referans36 Liang, J. C., Farh, C. I. ve Farh, J. L., (2012). "Psychological Antecedents of Promotive and Prohibitive Voice: A Two-Wave Examination", Academy of Management Journal, 55(1), 71-73.
Referans37 Lin, Han, Saixing Zeng, Haijian Liu, and Chao Li. (2018). Bridging the gaps or fecklessness? A moderated mediating examination of intermediaries’ effects on corporate innovation. Technovation 94–95: 102018.
Referans38 Lukes, Martin, and Ute Stephan.(2017). Measuring employee innovation: A review of existing scales and the development of the innovative behavior and innovation support inventories across cultures. International Journal of Entrepreneurial Behavior & Research 23: 136–58.
Referans39 Luthans, F., Avolio, B. J., Avey, J. B., & Norman, S. M. (2007). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541–572. doi: 10.1111/j.1744-6570.2007.00083.x.
Referans40 Ma Prieto, Isabel, and Ma Pilar Pérez-Santana. (2014). Managing innovative work behavior: The role of human resource practices. Personnel Review 43: 184–208.
Referans41 Malthouse, E. (2001). How high or low must loadings be to keep or delete a scale item? Journal of Consumer Psychology, 10 (1/2), 81-82.
Referans42 Martins, Ellen-Caroline, and Fransie Terblanche. (2003). Building organisational culture that stimulates creativity and innovation. European Journal of Innovation Management 6: 64–74.
Referans43 Maslow A H, Hirsh E, Stein M & Honigmann I. (1945). A clinically derived test for measuring psychological security-insecurity[J].Journal of General Psychology, 33: 21-41.
Referans44 Messmann, Gerhard, and Regina H. Mulder. (2012). Development of a measurement instrument for innovative work behaviour as a dynamic and context-bound construct. Human Resource Development International 15: 43–59.
Referans45 Montani, Francesco, Carlo Odoardi, and Adalgisa Battistelli. (2014). Individual and contextual determinants of innovative work behaviour: Proactive goal generation matters. Journal of Occupational and Organizational Psychology 87: 645–70.
Referans46 Mulki, J. P., Jaramillo, F., and Locander, W. B. (2006). Effects of ethical climate and supervisory trust on salesperson’s job attitudes and intentions to quit. J. Pers. Sell. Sales Manag. 24, 19–26. doi: 10.2753/PSS0885-3134260102.
Referans47 Newman, A., Round, H., Bhattacharya, S., and Roy, A. (2017). Ethical climates in organizations: a review and research agenda. Bus. Ethic. Q. 27, 475–512. doi: 10.1017/beq.2017.23.
Referans48 Pagliaro, S., Lo Presti, A., Barattucci, M., Giannella, V. A., and Barreto, M. (2018). On the effects of ethical climate(s) on employees’ behaviour: a social identity approach. Front. Psychol. 9:960. doi: 10.3389/fpsyg.2018.00960.
Referans49 Peterson, D. K. (2002). Deviant workplace behavior and the organization’s ethical climate. J. Bus. Psychol. 17, 47–61. doi: 10.1023/A:1016296116093.
Referans50 Rawwas, M., Swaidan, Z., & Isakson, H. (2007). A comparative study of ethical beliefs of master of business administration students in the United States with those in Hong Kong. Journal of Education for Business, 82(3), 146–158. doi: 10.3200/JOEB.82.3.146-158.
Referans51 Rich, B. L., Lepine, J. A., and Crawford, E. R. (2010). Job engagement: antecedents and effects on job performance. Acad. Manage. J. 53, 617–635. doi: 10.5465/ AMJ.2010.51468988.
Referans52 Riggs, W. (2010). Open-mindedness. Metaphilosophy, 41(1-2), 172–188. doi: 10.1111/j.1467-9973.2009.01625.x.
Referans53 Schaubroeck, J., Lam, S. S. K., and Peng, A. C. (2011). Cognition-based and affectbased trust as mediators of leader behavior influences on team performance. J. Appl. Psychol. 96, 863–871. doi: 10.1037/a0022625.
Referans54 Schroeder, Roger, Andrew Van de Ven, Gary Scudder, and Douglas Polley. (1989). The development of innovation ideas. In Research on the Management of Innovation: The Minnesota Studies. Edited by Andrew H. Van de Ven, Harold L. Angle and Marshall Scott Poole. New York: Harper & Row, pp. 107–34.
Referans55 Schwartz, S. H. (1992). Universals in the content and structure of values: Theoretical advances and empirical tests in 20 countries. Advances in Experimental Social Psychology, 25(1), 1–65. doi: 10.1016/S0065-2601(08)60281-6.
Referans56 Schwartz, S. H., & Bilsky, W. (1990). Toward a theory of the universal content and structure of values: Extensions and cross-cultural replications. Journal of Personality and Social Psychology, 58(5), 878–891. doi: 10.1037/0022-3514.58.5.878.
Referans57 Schwepker, C. H. Jr. (2013). Improving sales performance through commitment to superior customer value: the role of psychological ethical climate. J. Pers. Sell. Sales Manag. 33, 389–402. doi: 10.2753/pss0885-3134330403.
Referans58 Scott, Susanne G., and Reginald A. Bruce. (1994). Determinants of innovative behavior: A path model of individual innovation in the workplace. Academy of Management Journal 37: 580–607.
Referans59 Sekerka, L. E., Brumbaugh, A., Rosa, J., & Cooperrider, D. (2006). Comparing appreciative inquiry to a diagnostic technique in organizational change: The moderating effects of gender. International Journal of Organization Theory and Behavior, 9, 449–489..
Referans60 Shafer, William E. (2009). Ethical climate, organizational-professional conflict and organizational commitment’’, Accounting, Auditing & Accountability Journal Vol. 22 No. 7, 2009, pp. 1091.
Referans61 Shin, Y. (2012). CEO ethical leadership, ethical climate, climate strength, and collective organizational citizenship behavior. J. Bus. Ethics 108, 299–312. doi: 10.1007/s10551-011-1091-7.
Referans62 Soyalin, M., & Karabey, C. N. (2020). Örgütsel etik iklim ve çalışan sesliliği davranışı arasındaki ilişki: Psikolojik güvenliğin aracı rolü. Business and Economics Research Journal, 11(3), 875-889.
Referans63 Stock, Ruth Maria. (2014). Is boreout a threat to frontline employees’ innovative work behavior? Journal of Product Innovation Management 32: 574–92.
Referans64 Şimşek, Ö. F., 2007. Yapısal Eşitlik Modellemesine Giriş, Temel Ilkeler ve LİSREL Uygulamaları. Ankara: Ekinoks Eğitim ve Danışmanlık Hizmetleri, Siyasal Basın ve Dağıtım.
Referans65 Tomasino, D. (2007). The psycho physiological basis of creativity and intuition: Accessing “the zone” of entrepreneurship. International Journal of Entrepreneurship and Small Business, 4(5), 528–542. doi: 10.1504/IJESB.2007.014388.
Referans66 Treviño, L. K., Butterfield, K. D., and McCabe, D. M. (1998). The ethical context in organizations: influences on employee attitudes and behaviors. Bus. Ethics Q. 8, 447–476. doi: 10.5840/10.2307/3857431.
Referans67 Usmanova, Nargiza, Jianhua Yang, Eli Sumarliah, Safeer Ullah Khan, and Sher Zaman Khan. (2020). Impact of knowledge sharing on job satisfaction and innovative work behavior: The moderating role of motivating language. VINE Journal of Information and Knowledge Management Systems. ahead-of-print.
Referans68 Victor, B, Cullen J.B. (1988). The organizational basis of ethical work climates, Administrative Science Quarterly, No:33.
Referans69 West, M.A.; Richter, A.W. (2008). Climates and Cultures for Innovation and Creativity atWork. In Handbook of Organizational Creativity; Zhou, J., Shalley, C.E., Eds.; Lawrence Erlbaum Associates: New York, NY, USA.
Referans70 Wimbush, J. C., and Shepard, J. M. (1994). Toward an understanding of ethical climate: its relationship to ethical behavior and supervisory influence. J. Bus. Ethics 13, 637–647. doi: 10.1007/BF00871811.
Referans71 Yuan, Feirong, and Richard W. Woodman. (2010). Innovative Behavior in the Workplace: The Role of Performance and Image Outcome Expectations. Academy of Management Journal 53: 323–342.

Ayrıntılar

Birincil Dil

Türkçe

Konular

İşletme

Bölüm

Araştırma Makalesi

Yazarlar

Turhan Moç ^*
0000-0001-9639-2974
Türkiye

Yayımlanma Tarihi

31 Ocak 2023

Gönderilme Tarihi

9 Kasım 2021

Kabul Tarihi

26 Ekim 2022

Yayımlandığı Sayı

Yıl 2023 Cilt: 16 Sayı: 1

DOI

https://doi.org/10.25287/ohuiibf.1021316

IZ

https://izlik.org/JA25WH63HG

APA

Moç, T. (2023). Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 16(1), 1-23. https://doi.org/10.25287/ohuiibf.1021316

AMA

1.Moç T. Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. ÖHÜİİBFD. 2023;16(1):1-23. doi:10.25287/ohuiibf.1021316

Chicago

Moç, Turhan. 2023. “Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 16 (1): 1-23. https://doi.org/10.25287/ohuiibf.1021316.

EndNote

Moç T (01 Ocak 2023) Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 16 1 1–23.

IEEE

[1]T. Moç, “Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki”, ÖHÜİİBFD, c. 16, sy 1, ss. 1–23, Oca. 2023, doi: 10.25287/ohuiibf.1021316.

ISNAD

Moç, Turhan. “Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 16/1 (01 Ocak 2023): 1-23. https://doi.org/10.25287/ohuiibf.1021316.

JAMA

1.Moç T. Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. ÖHÜİİBFD. 2023;16:1–23.

MLA

Moç, Turhan. “Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, c. 16, sy 1, Ocak 2023, ss. 1-23, doi:10.25287/ohuiibf.1021316.

Vancouver

1.Turhan Moç. Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. ÖHÜİİBFD. 01 Ocak 2023;16(1):1-23. doi:10.25287/ohuiibf.1021316

Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Creative Commons Atıf-GayriTicari-AynıLisanslaPaylaş 4.0 Uluslararası Lisansı ile lisanslanmıştır.

Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki

Öz

Anahtar Kelimeler

The relationship between the organizational ethical climate perception of call center employees and innovative business behavior and psychological safety perceptions

Öz

Anahtar Kelimeler

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

Kaynak Göster