Gender differences in perceptions of work experiences and service quality provided by front line service workers in four and five star hotels in Turkey a research note

Two studies considered possible gender differences in work experiences and service quality behaviors of front-line service employees working in hotels in Turkey.. The first study examined perceptions of servant leadership provided by their supervisors/managers and worker’s reports of service quality provided to clients by their hotels of male and female front line workers employed in four- and five –star hotels. Data were collected from 221 front-line employees, 122 males and 82 females, a 37% response rate, using anonymously completed questionnaires. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quality (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Males and females were similar on five personal demographic items. Males tended to report higher levels (p<.10) on two dimensions of servant leadership (Emotional support, Conceptual skills) than did females. In addition, males rated the quality of service provided higher on three dimensions (Tangibles, Reliability, Responsiveness, and tended top rate the quality of service higher on the composite score (p<.10) than did females. The differences on perceptions of service quality might be attributed to the departments in which males and females were more likely to work, males tended to work in departments having greater direct client contact. The second investigation examined gender differences in levels of service rewards provided by their hotels and employees engaging in in three prosocial service behaivors:estra0role, role prescribed, and cooperation (Bettencourt & Brown, 1997). Data were collected from241` employees, 151 males and 88 females working in 18 different hotels in the Cappadocia region, using anonymously completed questionnaires, a 60% response rate. There were no differences in perceptions of service rewards or in prosocial behaviors. In essence, male and female front-line service workers generally indicated more similar than different appraisals of their work experiences in both investigations.

The jural and organizational assessment of the relations among tourism enterprises

Dünya ekonomisine önemli oranda gelir getirerek olumlu katkıda bulunan turizm sektörünün, bu başarısındaki temel etken olan ve turizm sektörünün yapısını oluşturan işletmelerden Tur Operatörü, Seyahat Acentesi ve Otel İşletmeleri incelenmiştir. Bu araştırmada özellikle üç işletmenin turizm sürecini gerçekleştirirken birbirleri arasında ortaya çıkan örgütsel ve hukuksal ilişkiler araştırılmıştır. Araştırmada, konuyla ilgili kaynak taraması yapılarak çeşitli yazar, kitap, makale, kanun, yönetmelik, tüzük ve AB standartları da incelenerek araştırmaya eklenmiştir. Bu araştırma sonucunda bu üç işletme arasında önemli oranda örgütsel ilişkinin varlığı tespit edilmiş olup hem üç işletme hem müşteriler hem de hukuki açıdan önemli ilişkilere ulaşılmıştır.The main factor in the success of the tourism sector which contributes in a positive way the world's economy; the legal entities of Tour Operator, Travel Agency and Hotels have been examined. In this study, while practicing tourism operation organizational and legal relations between these trio managements have been especially examined. The literature was searched and different authors, books, articles, laws, regulations, statues and EU standards are examined and added

The impacts of servant leadership in hotel managements on workers' job satisfaction and turnover intention

Bu çalışmanın amacı, otel işletmelerindeki hizmetkâr liderlik uygulamalarını değerlendirmek ve hizmetkâr liderliğin iş tatmini ve işten ayrılma niyeti üzerine etkisini ortaya koymaktır. Bu amaçla konaklama işletmelerinde hizmetkâr liderlik uygulamalarının işgörenlerin iş tatmini ve işten ayrılma niyeti üzerine etkisini belirlemek için bir model önerilmiştir. Hizmetkâr liderlik bağımsız değişken olup iş tatmini ve işten ayrılma niyeti ise bağımlı değişkenlerdir. Bağımlı ve bağımsız değişkenleri ölçmek için daha önceden geliştirilen ölçeklerden yararlanılmıştır. Örnekleme yöntemi olarak da amaca göre örnekleme yöntemi tercih edilmiştir. Alan araştırması kapsamına Nevşehir ilindeki dört ve beş yıldızlı konaklama işletmelerindeki işgörenler dâhil edilmiştir. Veriler anket yoluyla elde edilmiş ve verilerin analizi için merkezi eğilim ölçüleri, korelasyon ve regresyon gibi istatiksel analiz yöntemleri kullanılmıştır. Araştırma sonucunda, konaklama işletmelerinde otel yöneticilerinin hizmetkâr liderlik düzeyinin yüksek olduğu tespit edilmiştir. Ayrıca hizmetkâr liderliğin iş tatmini üzerinde belirleyici etkisinin olduğu, işten ayrılma niyeti üzerine de etkisinin olmadığı tespit edilmiştir. İşgörenlerin iş tatminine, hizmetkâr liderliğin bütün alt boyutlarının etkisinin olduğu saptanmıştır. Ayrıca, araştırmanın bağımlı değişkenleri olan iş tatmininin işten ayrılma niyeti üzerine olumsuz yönde ve istatistiksel açıdan anlamlı ilişki içerisindeyken, işten ayrılma niyetini negatif etkilediği tespit edilmiştir. Sonuç olarak, hizmetkâr liderliğin işten ayrılma niyetini iş tatmini aracılığıyla etkilediği tespit edilmiştir. Anahtar Sözcükler: Hizmetkâr liderlik, iş tatmini, işten ayrılma niyeti, otel çalışanları,konaklama işletmeleri.The purpose of this study is to evaluate servant leadership practices in hotel managements and to investigate the impacts of servant leadership in hotel managements on workers' job satisfaction and turnover intention. In this study, a casul model were offered to clear the impacts of servant leadership in hotel managements on workers' job satisfaction and turnover intention. In the research part of this study, servant leadership was independent variable, job satisfaction and turnover intention were dependent variables. Servant leadership was measured using previously developed and tested scales that proved to be reliable and valid. In this study, purposive sampling method was used. In the field research part, four and five star hotel managements' workers in Nevsehir were included. Data were collected by means of a queationnaire. Frequencies, descriptive statistics, correlation abd regression analysis were used to analyze the data. The results of this study indicate that the level of servant leadership practices in hotel managements is high in Nevsehir. All dimensions of servant leadership positively effect on job satisfaction but any impact on turnover intention. Also, job satisfaciton has negative but significant impact on turnover intention. Consequently, this study pointed out that servant leadership had an impact on turnover intention through job satisfaction. Key Words: Servant leadership, job satisfaciton, turnover intention, hotel managements' workers, hotel managements

Servant leadership and perceptions of service quality by front line service workers in hotels in Turkey achieving competitive advantage

The aim of this article is to examine the relationship of service employees perceptions of servant leadership provided by their supervisors/managers and employee’s reports of service quality provided to clients by their hotels. Data were collected from 221 frontline employees, a 37 per cent response rate, working in four- and five-star hotels in Cappadocia, Turkey. Previously developed and validated measures of servant leadership (Liden et al., 2008) and service quality (Parasuraman et al., 1988) were used and both were found to be highly reliable in this study. Respondents were generally young, had relatively short organizational tenure and had high school educations. Respondents having longer organizational tenures and those working in five-star hotels reported lower levels of servant leadership. Longer tenured employees, and males, rated some dimensions of service quality lower as well. Service employees reporting higher levels of servant leadership from their supervisors/managers generally indicated higher levels of service quality. Some limitations should be noted. First, all data were collected using respondent self-reports, raising the limited possibility of response set tendencies. Second, the sample, while reasonably large, may not be representative of all hotel employees in Turkey. Third, all properties were located in one region of Turkey and may not be representative of hotel employees in other regions of the country. First, organizations could select individuals exhibiting higher levels of servant leadership potential based on indications that these individuals are interested in developing long-term relationships with staff and co-workers and in helping them become more skilled in doing their jobs. Selection can also be augmented by servant leadership training (Fulmer and Conger, 2004). Supervisors/managers could be coached to help them develop their staff and help them meet the unique goals (Raelin, 2003). Finally, workplace cultural value supportive of both servant leadership and service quality can be identified, modeled by senior level managers, supported and rewarded. Most studies focus on defining and measuring servant leadership or service quality. This study investigates the relationship between servant leadership and service qualit

Gender differences in perceptions of work experiences and service quality provided by front-line service workers in four- and five- star hotels in Turkey: A research note

Ronald J. BURKE (York University Author) Marina ASHTAKOVA (University of Texas Author )Two studies considered possible gender differences in work experiences and service quality behaviors of front-line service employees working in hotels in Turkey.. The first study examined perceptions of servant leadership provided by their supervisors/managers and worker's reports of service quality provided to clients by their hotels of male and female front line workers employed in four- and five -star hotels. Data were collected from 221 front-line employees, 122 males and 82 females, a 37% response rate, using anonymously completed questionnaires. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao &amp; Henderson, 2008) and service quality (Parasuraman, Zeithaml &amp; Berry, 1998) were used and both were found to be highly reliable in this study. Males and females were similar on five personal demographic items. Males tended to report higher levels (p&lt;.10) on two dimensions of servant leadership (Emotional support, Conceptual skills) than did females. In addition, males rated the quality of service provided higher on three dimensions (Tangibles, Reliability, Responsiveness, and tended top rate the quality of service higher on the composite score (p&lt;.10) than did females. The differences on perceptions of service quality might be attributed to the departments in which males and females were more likely to work, males tended to work in departments having greater direct client contact. The second investigation examined gender differences in levels of service rewards provided by their hotels and employees engaging in in three prosocial service behaivors:estra0role, role prescribed, and cooperation (Bettencourt &amp; Brown, 1997). Data were collected from241` employees, 151 males and 88 females working in 18 different hotels in the Cappadocia region, using anonymously completed questionnaires, a 60% response rate. There were no differences in perceptions of service rewards or in prosocial behaviors. In essence, male and female front-line service workers generally indicated more similar than different appraisals of their work experiences in both investigations..

Hotel Star Ratings And Perceptions Of Servant Leadership And Service Quality Provided By Front-Line Service Workers In Four-And Five-Star Hotels In Turkey An Exploratory Study*

This research examined employee perceptions of servant leadership provided by their supervisors/managers and employees' reports of service quality provided to clients by their hotels by front line workers employed in four- and five -star hotels in Turk ey. Data were collected from 221 front -line employees, a 37% response rate, 104 work ing in four-star hotels and 93 work ing in five-star hotels, using anonymously completed questionnaires. Consistent with other research on front-line work ers, respondents were generally young, had relatively short organizational tenures, and had high school educations. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao &amp; Henderson, 2008) and service quali ty (Parasuraman, Zeithaml &amp; Berry, 1998) were used and both were found to be highly reliable in this study. Respondents work ing in five -star hotels reported lower levels of servant leadership with respondents work ing in four - and fivetar hotels indicating similar levels of service quality

Incidence and clinical characteristics of acute rheumatic fever in Turkey: Results of a nationwide multicentre study

© 2021 Paediatrics and Child Health Division (The Royal Australasian College of Physicians)Aim: To evaluate the incidence and clinical features of acute rheumatic fever (ARF) in Turkey, following the revised Jones criteria in 2015. Methods: This multicentre study was designed by the Acquired Heart Diseases Working Group of the Turkish Pediatric Cardiology and Pediatric Cardiac Surgery Association in 2016. The data during the first attack of 1103 ARF patients were collected from the paediatric cardiologists between 1 January 2016 and 31 December 2016. Results: Turkey National Institute of Statistics records of 2016 were used for the determination of ARF incidence with regard to various cities and regions separately. The estimated incidence rate of ARF was 8.84/100 000 in Turkey. The ARF incidence varied considerably among different regions. The highest incidence was found in the Eastern Anatolia Region as 14.4/100 000, and the lowest incidence was found in the Black Sea Region as 3.3/100 000 (P < 0.05). Clinical carditis was the most common finding. The incidence of clinical carditis, subclinical carditis, polyarthritis, aseptic monoarthritis, polyarthralgia and Sydenham's Chorea was 53.5%, 29.1%, 52.8%, 10.3%, 18.6% and 7.9%, respectively. The incidences of clinical carditis, subclinical carditis, polyarthritis and polyarthralgia were found to be significantly different among different regions (P < 0.05). Conclusion: The findings of this nationwide screening of ARF suggest that Turkey should be included in the moderate-risk group