Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü

Salih KUŞLUVAN, (İstanbul Medeniyet Üniversitesi, Turizm Fakültesi, İstanbul, Türkiye)
Alaattin BAŞODA, (Selçuk Üniversitesi, Turizm Fakültesi, Konya, Türkiye)
Hediye KUŞLUVAN (İstanbul Üniversitesi, İktisat Fakültesi,Turizm İşletmeciliği Bölümü, İstanbul, Türkiye)
Anatolia: Turizm Araştırmaları Dergisi
2 1
Yıl: 2016 Cilt: 27 Sayı: 1 Sayfa Aralığı: 79 - 95 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü

Öz:
Bu çalışmanın amacı, konaklama işletmelerinde müşterilerle yüz yüze etkileşim halinde bulunan işgörenlerin müşteri odaklılığının işgören devrine etkisini ve müşteri odaklılık ile işgören devri arasında iş tatmininin aracılık rolünü incelemektir. Örnekleme yöntemi olarak amaca göre örnekleme yöntemi tercih edilmiş ve alan araştırmasına Nevşehir ve Konya ilindeki üç, dört ve beş yıldızlı otel işletmelerinin işgörenleri dahil edilmiştir. Anket yoluyla elde edilen verilerle PROCESS yazılımı kullanılarak aracılık analizi yapılmıştır. Araştırma sonucunda, çalışanların müşteri odaklılığının işten ayrılma niyeti üzerinde istatistiki açıdan anlamlı doğrudan bir etkisinin olmadığı, ancak iş tatmini üzerinde anlamlı ve olumlu etkisi olduğu anlaşılmıştır. Ayrıca müşteri odaklılık ile işten ayrılma niyeti arasında iş tatmininin tam aracılık rolü oynadığı ve müşteri odaklılığın işten ayrılma niyetini iş tatmini aracılığı ile etkilediği ve baskıladığı tespit edilmiştir. Bulgular ışığında konaklama işletmesi yöneticilerine çeşitli önerilerde bulunulmuştur
Anahtar Kelime:

Konular: İş Otelcilik, Konaklama, Spor ve Turizm İşletme

The Impact of Lodging Employee's Customer Orientiation On Turnover Intention: The Mediating Role of Job Satisfaction

Öz:
The purpose of this study is to examine the effects of hotel frontline-employees'customer orientation on turnover and the mediation role of job satisfaction between customer orientation and turnover. Purposive sampling method was used and hotel frontline employees of three, four, and five star lodging businesses in Nevşehir and Konya were included in the field research. Data were gathered from hotel employees by means of a questionnaire. A simple mediation analysis was employed using the PROCESS software. The results indicated that customer orientation had a meaningful and positive impact on job satisfaction but no statistically significant impact on turnover intention and job satisfaction fully mediated the relationship between customer orientation and turnover intention. Suggestions were made to the managers of the lodging firms in accordance with research findings
Anahtar Kelime:

Konular: İş Otelcilik, Konaklama, Spor ve Turizm İşletme
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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  • Zopiatis, A., Constanti, P. ve Theocharous A. L. (2014). Job Involvement, Commitment, Satisfaction and Turnover: Evidence from Hotel Employees in Cyprus, Tourism Management, 41: 129-140.
APA Kusluvan S, BAŞODA A, KUŞLUVAN H (2016). Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. , 79 - 95.
Chicago Kusluvan Salih,BAŞODA Alaattin,KUŞLUVAN Hediye Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. (2016): 79 - 95.
MLA Kusluvan Salih,BAŞODA Alaattin,KUŞLUVAN Hediye Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. , 2016, ss.79 - 95.
AMA Kusluvan S,BAŞODA A,KUŞLUVAN H Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. . 2016; 79 - 95.
Vancouver Kusluvan S,BAŞODA A,KUŞLUVAN H Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. . 2016; 79 - 95.
IEEE Kusluvan S,BAŞODA A,KUŞLUVAN H "Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü." , ss.79 - 95, 2016.
ISNAD Kusluvan, Salih vd. "Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü". (2016), 79-95.
APA Kusluvan S, BAŞODA A, KUŞLUVAN H (2016). Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi, 27(1), 79 - 95.
Chicago Kusluvan Salih,BAŞODA Alaattin,KUŞLUVAN Hediye Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi 27, no.1 (2016): 79 - 95.
MLA Kusluvan Salih,BAŞODA Alaattin,KUŞLUVAN Hediye Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi, vol.27, no.1, 2016, ss.79 - 95.
AMA Kusluvan S,BAŞODA A,KUŞLUVAN H Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016; 27(1): 79 - 95.
Vancouver Kusluvan S,BAŞODA A,KUŞLUVAN H Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016; 27(1): 79 - 95.
IEEE Kusluvan S,BAŞODA A,KUŞLUVAN H "Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü." Anatolia: Turizm Araştırmaları Dergisi, 27, ss.79 - 95, 2016.
ISNAD Kusluvan, Salih vd. "Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü". Anatolia: Turizm Araştırmaları Dergisi 27/1 (2016), 79-95.
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22-04-2024 23:37

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