HOW WORKPLACE INCIVILITY AFFECTS EMPLOYEE PERFORMANCE IN HOTELS? THE ROLE OF PERCEIVED ORGANISATIONAL SUPPORT

Öz

Drawing on the Organizational Support Theory and Conservation of Resources Theory, it is aimed to explore the mediating effect of perceived organizational support (POS) in the relationship between supervisor incivility (SI) and co-worker incivility (CI) on employee performance (EP). Data were gathered from 4- and 5-star hotel employees in İstanbul to test aforesaid associations. In this paper, structural equation modelling (AMOS 23.0) was performed to gauge the direct links and mediating effects of variables. According to the research results, SI and CI have a negative effect on EP. As hypothesized, POS has a mediating effect in the relationship between SI and EP. Based on these results, it is important for hotels to provide support to the employees (e.g. rules of civility, organizational climate, employee satisfaction). Employees who feel POS would ignore uncivil behaviour shown by their supervisors or supervisors would exhibit civil behaviour and therefore the performance of the employees would increase. Although there are plenty of empirical studies on workplace incivility, evidences that deal with the relationship SI, CI, EP and POS together are still scanty. This study has a target to fill in these voids by gauging the abovementioned relationships.

Anahtar Kelimeler

• workplace incivility
• supervisor incivility
• co-worker incivility
• perceived organizational support
• employee performance
• mediating effect
• hotel employee

OTEL İŞLETMELERİNDE İŞYERİ NEZAKETSİZLİĞİ İŞGÖREN PERFORMANSINI NASIL ETKİLER: ALGILANAN ÖRGÜTSEL DESTEĞİN ROLÜ

Öz

Örgütsel Destek Teorisi ve Kaynakların Korunması Teorisi’nden yararlanılan bu araştırmada yönetici nezaketsizliği (YN) ve iş arkadaşları nezaketsizliğinin (İAN) işgören performansı (İP) ile ilişkisinde algılanan örgütsel desteğin (AÖD) aracılık etkisini keşfetmek amaçlanmıştır. Bu ilişkiyi test etmek üzere veriler İstanbul’da bulunan 4 ve 5 yıldızlı otel çalışanlarından toplanmıştır. Bu araştırmada değişkenler arası doğrudan ve aracı ilişkileri ölçmek için yapısal eşitlik modellemesi (AMOS 23.0) kullanılmıştır. Araştırma sonuçlarına göre YN ve İAN, İP üzerinde negatif bir etkiye sahiptir. Araştırma hipotezleri doğrultusunda YN ve İP ilişkisinde AÖD’nin aracılık ilişkisi bulunmaktadır. Bu sonuçtan hareketle, işletmeler tarafından işgörenlere destek sunmak (örn. nezaket kuralları, örgüt iklimi, çalışan memnuniyeti) önemlidir. AÖD’yi hisseden işgörenler yöneticileri tarafından gösterilen nezaketsiz davranışları görmezden gelecek veya yöneticiler nezaket davranışları sergileyecek ve bu sebeple işgörenlerin performansı artacaktır. İşyeri nezaketsizliği ile yapılan araştırmalar oldukça fazla olmasına rağmen, YN, İAN ve İP ilişkisi ile AÖD’yi birlikte ele alan çalışmalar oldukça yetersizdir. Bu araştırmada yukarıda belirtilen ilişkileri ölçerek mevcut yazındaki boşluğu doldurmak hedeflenmiştir.

Anahtar Kelimeler

• işyeri nezaketsizliği
• yönetici nezaketsizliği
• iş arkadaşları nezaketsizliği
• algılanan örgütsel destek
• işgören performansı
• aracılık etkisi
• otel çalışanları

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