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Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma

Year 2023, Volume: 10 Issue: 2, 285 - 306, 19.12.2023

Abstract

Bu araştırmada, müşteri nezaketsizliği ile hizmet telafi performansı arasındaki ilişkide aracı ve düzenleyici değişkenlerin rolünü incelemek amaçlanmıştır. Bu kapsamda, ilk olarak müşteri nezaketsizliğinin hizmet telafi performansı üzerindeki etkisinde yüzeysel davranışın ve derin davranışın (duygusal emek boyutları) aracılık rolü incelenmiştir. İkinci olarak ise müşteri nezaketsizliğinin derin davranış ve yüzeysel davranış üzerindeki etkisinde iş arkadaşları desteği ve yönetici desteğinin düzenleyici rolü incelenmiştir. Araştırmanın evrenini Antalya ilinde faaliyet gösteren beş yıldızlı otellerin işgörenleri oluşturmaktadır. Araştırma kolayda örnekleme yöntemi kullanılarak yapılmıştır. Bu çerçevede 403 otel işgöreninden veri toplanmıştır. Bulgulara göre müşteri nezaketsizliği hizmet telafi performansı üzerinde olumsuz ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliği derin davranış üzerinde olumsuz ve anlamlı bir etkiye sahiptir. Derin davranış hizmet telafi performansı üzerinde olumlu ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliği yüzeysel davranış üzerinde anlamlı bir etkiye sahip değildir. Yüzeysel davranış hizmet telafi performansı üzerinde olumlu ve anlamlı bir etkiye sahiptir. Müşteri nezaketsizliğini hizmet telafi performansı üzerindeki etkisinde derin davranış aracılık rolü oynarken, müşteri nezaketsizliğinin hizmet telafi performansı üzerindeki etkisinde yüzeysel davranış aracılık rolü oynamamaktadır. Ayrıca, yönetici desteği ve iş arkadaşları desteği düzenleyici bir rol oynamamıştır. Değişkenler arasındaki ilişkiler hakkında yeterli çalışma olmadığı dikkate alındığında, bu araştırmanın alanyazına katkı sağlaması beklenmektedir.

Ethical Statement

Bu araştırma Burdur Mehmet Akif Ersoy Üniversitesi Girişimsel Olmayan Klinik Araştırmalar Etik Kurulu’nun 01.02.2023 tarihli, 2023/02 toplantı numaralı ve GO 2023/68 numaralı kararıyla bilimsel araştırma ve yayın etiği kurallarına uygun bulunmuştur.

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The Role of Mediator and Moderator Variables in the Relationship Between Customer Incivility and Service Recovery Performance: A Study on Hotel Employees

Year 2023, Volume: 10 Issue: 2, 285 - 306, 19.12.2023

Abstract

In this research, it is aimed to examine the role of mediator and moderator variables in the relationship between customer incivility and service recovery performance. In this context, firstly, the mediating role of surface acting and deep acting (emotional labor dimensions) in the effect of customer incivility on service recovery performance was examined. Secondly, the moderator role of co-worker support and supervisor support in the impact of customer incivility on deep acting and surface acting was examined. The population of the research consists of the employees of the five-star hotels operating in the province of Antalya. The research was conducted using convenience sampling method. In this context, data were collected from 403 hotel employees. As a result of the findings; customer incivility has a negative and significant effect on service recovery performance. Customer incivility has a negative and significant effect on deep acting. Deep acting has a positive and significant effect on service recovery performance. Customer incivity has no significant effect on surface acting. Surface behavior has a positive and significant effect on service recovery performance. While deep acting plays a mediating role in the effect of customer incivility on service recovery performance, surface acting does not play a mediating role in the effect of customer incivility on service recovery performance. Additionally, supervisor support and co-worker support did not play a moderating role. Considering that there are not enough studies on the relationships between variables, this research is expected to contribute to the literature.

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There are 105 citations in total.

Details

Primary Language Turkish
Subjects Tourism Management, Tourism (Other)
Journal Section Articles
Authors

Akkız Işık Albayrak 0009-0005-9809-9014

Mert Gürlek 0000-0002-0024-7746

Publication Date December 19, 2023
Submission Date August 24, 2023
Acceptance Date November 17, 2023
Published in Issue Year 2023 Volume: 10 Issue: 2

Cite

APA Işık Albayrak, A., & Gürlek, M. (2023). Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma. Turizm Akademik Dergisi, 10(2), 285-306.
AMA Işık Albayrak A, Gürlek M. Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma. Turizm Akademik Dergisi. December 2023;10(2):285-306.
Chicago Işık Albayrak, Akkız, and Mert Gürlek. “Müşteri Nezaketsizliği Ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı Ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma”. Turizm Akademik Dergisi 10, no. 2 (December 2023): 285-306.
EndNote Işık Albayrak A, Gürlek M (December 1, 2023) Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma. Turizm Akademik Dergisi 10 2 285–306.
IEEE A. Işık Albayrak and M. Gürlek, “Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma”, Turizm Akademik Dergisi, vol. 10, no. 2, pp. 285–306, 2023.
ISNAD Işık Albayrak, Akkız - Gürlek, Mert. “Müşteri Nezaketsizliği Ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı Ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma”. Turizm Akademik Dergisi 10/2 (December 2023), 285-306.
JAMA Işık Albayrak A, Gürlek M. Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma. Turizm Akademik Dergisi. 2023;10:285–306.
MLA Işık Albayrak, Akkız and Mert Gürlek. “Müşteri Nezaketsizliği Ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı Ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma”. Turizm Akademik Dergisi, vol. 10, no. 2, 2023, pp. 285-06.
Vancouver Işık Albayrak A, Gürlek M. Müşteri Nezaketsizliği ile Hizmet Telafi Performansı Arasındaki İlişkide Aracı ve Düzenleyici Değişkenlerin Rolü: Otel İşgörenleri Üzerinde Bir Araştırma. Turizm Akademik Dergisi. 2023;10(2):285-306.