74 research outputs found
An analysis of mystery shopping techniques in service organizations from human resources perspective
Gizli müşteri uygulaması, hizmet organizasyonlarında önceden belirlenmiş olan
kalite standartlarına dayalı olarak performans ölçme tekniği olarak
tanımlanmaktadır. Diğer bir deyişle, hizmetin sunulması sırasında belirlenmiş olan
kalite süreç ve kurallarına uyulup uyulmadığının gözlenmesi için gerçek bir müşteri
gibi davranan bir gizli müşterinin gözlemlerine dayanan bir tekniktir.
Gizli müşteri uygulaması tüm dünyada özellikle hizmet işletmelerinde müşteri ile
yüz yüze hizmet sağlayan işgörenlerin değerlendirilmesi için kullanılan yaygın bir
metot halini almıştır. Hizmet işletmeleri açısından gizli müşteri uygulamaları
hizmet kalitesinin yakalanmasında işgörenlerin performanslarını arttırmaya ve
ölçmeye yarayan ve müşteri tatmin araştırmalarına destek olabilecek bir metot
olarak kullanılması yarar sağlayacağı görüşü ön plana çıkmaktadır. Özellikle,
işgören performansını ölçme amaçlı kullanılan gizli müşteri uygulamalarının, insan
kaynakları yönetimi uygulamaları açısından değerlendiren bu çalışma; gizli müşteri
uygulamalarının insan kaynakları yönetiminin etkinliği için nasıl kullanılması
gerektiğine yönelik tespitlerin yapılmasını amaçlanmaktadır.Mystery customer application in service organizations, is defined as performance
measuring technique, regard to the quality standards determined before. In other
words, it is a technique to examine whether the rules and qualities are applied or
not during the process of service, founded the observations of a mystery customer
pretending as a real customer.
Mystery customer application became a common method all over the world
especially in the service organizations for the evaluation of the employees who
serve to the customers face to face. In terms of service organizations the idea
that the mystery customer method is useful for improving and measuring the
performances of the employees and as a support for customer satisfaction, came
into prominence. Specially , this study that evaluate the mystery customer which
is used to measure the performance of the employees in terms of human resource
applications, aimed to discover how it should be used for the effectiveness of the
human resource management
Psychological contract breaches and organizational cynicism at hotels
The purpose of the present study is to investigate the impacts of
psychological contract breaches experienced at hotels on the formation of
organizational cynicism. Within this framework, the study is towards
employees working at different departments and levels. 222 employees
have participated in the research, and the data are analyzed with a MannWhitney U Test, Kruskal Wallis Test and Spearman correlations test. In the
study, employees have a perception of psychological contract breach and
have developed some cynical attitudes towards the hotel. Also it is found
that the cognitive dimension of cynicism has an almost strong relationship
with the perception of a psychological contract breach. It was determined
that the affective dimension of cynicism had a weak relationship with the
behavioral dimension and again an almost strong relationship with the
perception of a psychological contract breach. Finally, a weak relationship
is seen between the behavioral dimension of cynicism and the perception
of a psychological contract breach. The present study states the
relationship between the former concepts at hotels and provides a starting
point for further research in organizational behavior not only at hotels but
also at other service sectors. An important point emphasizing the need for
the study is that the study is the first study to put forward the relationship
between the concepts of psychological contract breach and cynicism
within the national scope
Etkinlik turizmi çeşidi olarak festivaller: Bozcaada yerel tatlar festivali örneği
In today’s world, alternative tourism activities and tourism product diversification started to gain more
importance due to the increase in the number of people participating in tourism and the change in the
demands and the needs of the touristsFestivals, as an alternative form of tourism, increase the number of
tourists, contribute to the promotion of the region and play an important role in the development of the
destination.
In this study, the impacts of Tenedos Local Flavours Festival were examined, travel purposes of the
tourists were specified, the demographic characteristics of the local residents and the tourists were
identified, their perceptions of Local Flavours Festival were assessed and some recommendations were
made to achieve more effective results.
The research findings show that Local Flavours Festival has positive effects on the promotion of Tenedos
and also has economic, socio-cultural and environmental impact on local community. However, the
research also concluded that the promotional actions of the festival and the activities organized during
the event were insufficient.Günümüzde turizme katılan kişi sayısının artması ve bu doğrultuda turist istek ve ihtiyaçlarında görülen
değişiklikler gibi nedenlerden dolayı turizm çeşitlendirmesi ve alternatif turizm faaliyetleri önem
kazanmaya başlamıştır. Alternatif turizm çeşitlerinden biri olan festivaller de, gerçekleştirildiği
destinasyondaki turist sayısını arttırmakta, destinasyonun tanıtımına katkıda bulunmakta ve
destinasyonun kalkınmasında önemli rol oynamaktadır.
Bu çalışmada, Yerel Tatlar Festivali’nin Bozcaada’ya etkileri incelenmiş, yerel halkın ve festivale katılan
turistlerin demografik özellikleri, seyahat amaçları, Yerel Tatlar Festivali’ne ilişkin algıları
değerlendirilerek festivalin daha etkin gerçekleştirilebilmesi için bazı önerilerde bulunulmuştur.
Araştırma sonuçları Yerel Tatlar Festivali’nin Bozcaada’nın tanıtımına olumlu etkileri olduğunu ve
bölgede yaşayan yerel halka ekonomik, sosyo-kültürel ve çevresel açılardan birçok etkisi olduğunu
göstermektedir. Bununla birlikte festivalle ilgili yapılan tanıtım faaliyetlerinin ve festival etkinliklerinin
yetersiz olduğu sonuçlarına da ulaşılmıştır
A research on employees perception of organizational justice and their propensity to leave case study of 4 and 5 star hotels in the province of Antalya
The justice is a perceptual concept, and therefore it has been
interpreted in various ways either in social or in work environments. This
study aims to identify the employees’ perceptions of justice and its relation
to their propensity to leave. The scope of the study includes the employees
of four and five star hotels (all departments) located in the province of
Antalya. A quantitative survey method has been used during the research;
the questions and statements had been prepared in a manner that they will
not lead the interviewed towards a certain answer in anyway. The data
were collected through face to face interviews, online survey portal and email communications. Research findings suggest that, the propensity to
leave effects interactional justice, although on a low-scale. It can be said
that employees with a tendency to leave develop a higher perception of
interactional justice. However, propensity to leave does not have an effect
on procedural or distributive justice
The mediating role of supervisor support in the effect of person organization fit on job satisfaction in hospitality enterprises
Person-organization fit which develops with the overlapping between the values of the
organizations and values of worker in the organizations has been demonstrated to produce
many positive results. One of these results is also the positive impact of person-organization
fit on job satisfaction. Besides, the support given to the employees by their supervisor is the
important fact to increase job satisfaction. In the light of these relations, this study examined
the effect of person-organization fit and the supervisor support on job satisfaction and
investigated whether the supervisor support has played a mediating role in the effect of
person- organization fit on job satisfaction. The results of the research presented that personorganization fit and supervisor support have a favorable impact on job satisfaction. However,
it was seen that the supervisor support does not play a mediating role in the effect of personorganization fit on job satisfaction
The relationship of percieved organizational support with organizational cynism and its effects on turnover intent a research on 4 and 5 star hotels
Perceived organizational support is defined as the behavior of
the organization towards its employees and the interpretation of
organizational motives underlying this behavior in return for the
organization. Organizational cynicism is described as 'the negative
attitudes of employees towards the organization'. Turnover intention is
expressed as a thought of voluntary staff turnover from the organization.
Highly perceived organizational support provides reduction . of
absenteeism, late comings and acting in non-associated efforts with the
work. From this point, it is aimed to investigate the effects of the
organizational support on formation of organizational cynism and turnover
intent. In this context, in the current study, organizational support
perception of Hotel employees, and its effects on organizational cynism
and turnover intent have been measure
Turizm sektöründe kadın çalışanların karşılaştıkları kariyer engelleri ve cam tavan sendromu: cam tavanı kırmaya yönelik stratejiler
With the vanish of the territorial borders, the increasing competition makes
the human fact come in to prominence. Especially for the service sector, the
qualified staff becomes as an important tool to gain advantage in the
competition. Besides, the wide rate of the male workers in the executive
grades according to small rate of female workers, bring the issues of
“gender discrimination” and the “unequalty” to the agenda and render
them worth to research. The women executives’ being late for taking part
in the work life and their unable to improve in their career because of the
prejudices, have been handled as the topic of various researches. When it is
examined on the side of our country the less of the women executives, takes
attentition. The “Glass Ceiling” which is used for the invisible obstacles
which the women executers meet while they are moving to the upper
executive positions, emphasizes the gender discrimination, prejudices and
the family responsibles that the women are loaded. In this study, it is tried
to propose tendencies to break the “Glass Ceiling” especially in terms of
the women executive work in Hotel establishment
A research determines the interaction among employee's prosocial organizational behaviors in hotel establishments
Bu araştırma, konaklama işletmelerinde işgörenlerin prososyal örgütsel
davranışları arasındaki etkileşimin incelenmesi amacını taşımaktadır. Konaklama
işletmelerinde hizmet süreçleri, işgören-işgören ve işgören-müşteri etkileşimine
dayalıdır. Bu sebeple, konaklama işletmelerinde işgörenlerin prososyal örgütsel
davranışları, işgören-müşteri; işgören-işgören etkileşimi çerçevesinde ele
alınmıştır. Büyük bir konaklama işletmesinin ön hat çalışanlarının oluşturduğu
örneklemden, anket yöntemiyle elde edilen veriler; faktör analizi, korelasyon
analizi ve çoklu regresyon analizi yöntemleri vasıtasıyla değerlendirilmiştir.
Araştırma bulgularına göre, araştırma kapsamındaki işletmede, işgörenlerin
müşteri odaklı prososyal davranışları ile örgüt-işgören odaklı prososyal davranışları
arasında anlamlı bir ilişki bulunduğu istatistiksel olarak kabul edilmiştir.This research investigates the interaction among employee’s prosocial
organizational behaviors in hotel establishments. The service processes in hotel
establishments based on among employee-employee and employee-customer
interaction. Because of this reason, prosocial organizational behaviors of the
employees in hotel establishments are examined within the framework of the
interaction first between employee and customer and then between employee and
employee. The data provided from a sample of the front line employees in a largescale hotel business are analyzed via factor analysis, correlation analysis and
multiple regression analysis. According to the results, it is statistically supported
that there is a relationship among employee’s customer – oriented and
employee/organization – oriented prosocial service behaviors
Psikolojik kontrat ihlal algısı ile örgütsel bağlılık ilişkisi: otel işletmeleri üzerine bir araştırma
Karşılıklı beklentilere yönelik algıları içeren psikolojik kontrat kavramı
işveren ve çalışan arasındaki ilişkinin sağlıklı bir şekilde yürütülmesi
açısından dikkat edilmesi gereken bir konudur. Psikolojik kontratın ihlal
edildiğinin algılanması çalışanları olumsuz davranışlara yönlendirmekte ve örgütsel bağlılığın azalmasına neden olabilmektedir. Bu kapsamda
çalışmada psikolojik kontrat ihlal algısı ile çalışanların örgütsel bağlılıkları arasındaki ilişki incelenmiştir. Çalışma sonucunda; otel işletmelerinde çalışanların psikolojik kontrat ihlal algıları ile duygusal bağlılıkları arasında anlamlı ve negatif yönlü, normatif bağlılıkları ile anlamlı
ve pozitif yönlü bir ilişki ortaya çıkmıştır. Devam bağlılığı ile psikolojik
kontrat ihlal algısı arasında anlamlı bir ilişki çıkmamıştır
- …