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

Year 2016, Volume: 27 Issue: 1, 0 - 0, 01.06.2016
https://doi.org/10.17123/atad.vol27iss10005

Abstract

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.

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Year 2016, Volume: 27 Issue: 1, 0 - 0, 01.06.2016
https://doi.org/10.17123/atad.vol27iss10005

Abstract

References

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  • Brach, S., Walsh, G., Hennig-Thurau, T. ve Groth, M. (2013). A Dyadic Model of Customer Orientation: Mediation and Moderation Effects, British Journal of Management. DOI: 10.1111/1467-8551.12049.
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There are 119 citations in total.

Details

Journal Section Articles
Authors

Salih Kuşluvan

Alaattin Başoda

Hediye Kuşluvan This is me

Publication Date June 1, 2016
Published in Issue Year 2016 Volume: 27 Issue: 1

Cite

APA Kuşluvan, S., Başoda, A., & Kuşluvan, H. (2016). Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi, 27(1). https://doi.org/10.17123/atad.vol27iss10005
AMA Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. June 2016;27(1). doi:10.17123/atad.vol27iss10005
Chicago Kuşluvan, Salih, Alaattin Başoda, and Hediye Kuşluvan. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27, no. 1 (June 2016). https://doi.org/10.17123/atad.vol27iss10005.
EndNote Kuşluvan S, Başoda A, Kuşluvan H (June 1, 2016) Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi 27 1
IEEE S. Kuşluvan, A. Başoda, and H. Kuşluvan, “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”, Anatolia: Turizm Araştırmaları Dergisi, vol. 27, no. 1, 2016, doi: 10.17123/atad.vol27iss10005.
ISNAD Kuşluvan, Salih et al. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi 27/1 (June 2016). https://doi.org/10.17123/atad.vol27iss10005.
JAMA Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016;27. doi:10.17123/atad.vol27iss10005.
MLA Kuşluvan, Salih et al. “Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü”. Anatolia: Turizm Araştırmaları Dergisi, vol. 27, no. 1, 2016, doi:10.17123/atad.vol27iss10005.
Vancouver Kuşluvan S, Başoda A, Kuşluvan H. Konaklama İşletmelerinde Çalışanların Müşteri Odaklılığının İşgören Devrine Etkisi: İş Tatmininin Aracılık Rolü. Anatolia: Turizm Araştırmaları Dergisi. 2016;27(1).