MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA

ESSAWY, Mohammed

MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA

Mohammed ESSAWY (Faculty of Tourism and HotelsHelwan University, Cairo, EGYPT)

Advances in Hospitality and Tourism Research (AHTR)

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Yıl: 2016 Cilt: 4 Sayı: 1 Sayfa Aralığı: 1 - 16 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA

Öz:

Bu çalışmada Mısır'da hızlı servis sunan bağımsız restoranlar bağlamında servis personelinin duygusal tükenmişlik seviyelerine etki eden öncüller ve tükenmişliğin sonuçları incelenmiştir. İş stresörleri (rol belirsizliği, rol çatışması, aşırı rol yükü ve kişilerarası çatışma) ile duygusal tükenmişliğin; aynı zamanda duygusal tükenmişlikle hizmet telafisi performansı arasındaki ilişkinin incelendiği bu çalışma servis personeliyle yürütülmüştür. Çoklu regresyon analizi sonucu rol belirsizliği ve aşırı rol yükünün duygusal tükenmişliğin öncülleri olarak belirlenmiştir. Ayrıca servis personelinin duygusal tükenmişlik düzeyleri ile hizmet telafi performansları arasında önemli bir negatif ilişki tespit edilmiştir

Anahtar Kelime:

Konular: Otelcilik, Konaklama, Spor ve Turizm

JOB STRESSORS, EMOTIONAL EXHAUSTION AND SERVICE RECOVERY IN INDEPENDENT QUICK SERVICE RESTAURANTS IN EGYPT: AN EMPIRICAL INVESTIGATION

Öz:

In this study, antecedents and outcomes of the frontline employees' emotional exhaustion were examined in the context of independent Egyptian Quick Service Restaurants (QSRs). Frontline employees participated in a survey which investigates the relationships amongst job stressors (role ambiguity, role conflict, role overload and interpersonal conflict) and emotional exhaustion; as well as emotional exhaustion and service recovery performance. The results from multiple regression analyses identified role ambiguity and role overload as the antecedents of emotional exhaustion. A critical negative relationship was also identified between emotional exhaustion and the service recovery performance of frontline employees

Anahtar Kelime:

Konular: Otelcilik, Konaklama, Spor ve Turizm

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	ESSAWY M (2016). MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. , 1 - 16.
Chicago	ESSAWY Mohammed MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. (2016): 1 - 16.
MLA	ESSAWY Mohammed MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. , 2016, ss.1 - 16.
AMA	ESSAWY M MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. . 2016; 1 - 16.
Vancouver	ESSAWY M MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. . 2016; 1 - 16.
IEEE	ESSAWY M "MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA." , ss.1 - 16, 2016.
ISNAD	ESSAWY, Mohammed. "MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA". (2016), 1-16.

APA	ESSAWY M (2016). MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. Advances in Hospitality and Tourism Research (AHTR), 4(1), 1 - 16.
Chicago	ESSAWY Mohammed MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. Advances in Hospitality and Tourism Research (AHTR) 4, no.1 (2016): 1 - 16.
MLA	ESSAWY Mohammed MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. Advances in Hospitality and Tourism Research (AHTR), vol.4, no.1, 2016, ss.1 - 16.
AMA	ESSAWY M MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. Advances in Hospitality and Tourism Research (AHTR). 2016; 4(1): 1 - 16.
Vancouver	ESSAWY M MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA. Advances in Hospitality and Tourism Research (AHTR). 2016; 4(1): 1 - 16.
IEEE	ESSAWY M "MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA." Advances in Hospitality and Tourism Research (AHTR), 4, ss.1 - 16, 2016.
ISNAD	ESSAWY, Mohammed. "MISIR'DA HIZLI SERVİS SUNAN BAĞIMSIZ RESTORANLARDA İŞ STRESÖRLERİ, DUYGUSAL TÜKENMİŞLİK VE HİZMET TELAFİSİ: GÖRGÜL BİR ARAŞTIRMA". Advances in Hospitality and Tourism Research (AHTR) 4/1 (2016), 1-16.