Araştırma Makalesi
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Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Anahtar Kelimeler

Yönetici Nezaketsizliği İş Arkadaşı Nezaketsizliği Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler

Kaynakça

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Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Anahtar Kelimeler

Yönetici Nezaketsizliği İş Arkadaşı Nezaketsizliği Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler

Kaynakça

  • Afaq, A., Chenzui, Z., Ghazanfar, A., Kunshun, Z. ve Jawad, I. (2022). The role of unsustainable HR practices as illegitimate tasks in escalating the sense of workplace ostracism. Frontiers in Psychology, 13, 904726. doi:10.3389/fpsyg.2022.904726.
  • Ali, K. ve Johl, S.K. (2020). Impact of nurse supervisor on social exclusion and counterproductive behaviour of employees. Cogent Business & Management, 7(1), 1811044. doi:10.1080/23311975.2020.1811044.
  • Alola, U.V., Avci, T. ve Ozturen, A. (2018). Organization sustainability through human resource capital: The impacts of supervisor incivility and self-efficacy. Sustainability, 10(8), 2610, 1-16. doi:10.3390/su10082610.
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Otel İşletmelerinde Nezaketsizlik ile Dışlanma Arasındaki İlişkide İşgörenlerin Narsistik Kişiliğinin Düzenleyici Rolü

Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Otel işletmelerinde müşteriler ile doğrudan etkileşim kuran işgörenler, hizmet kalitesinin ve müşteri memnuniyetinin belirlenmesinde, ortaya çıkabilecek sorunların çözülmesinde önemli bir rol üstlenmektedirler. Bu bakımdan otel işletmelerinin başarısı ve itibarı işgörenler tarafından sağlanan hizmetin kalitesine bağlıdır. İşgörenlerin kendilerine verilen görevleri başarıyla gerçekleştirebilmeleri ve kaliteli hizmet sunabilmeleri için ise sağlıklı bir iletişim ortamının varlığının yanı sıra, işe yönelik tatmin düzeylerini ve üretkenliklerini destekleyecek bir örgüt ikliminin hâkim olması gerekir. İş ortamında toksik etkiler yaratabilecek nezaketsizlik ve dışlanma gibi üretkenlik karşıtı davranışlar, çalışanların motivasyonlarını ve verimliliklerini düşürmekte, örgütün performansı üzerinde olumsuz etkiler yaratmaktadır. Bu doğrultuda mevcut çalışma, otel işgörenlerinin çalışma ortamında iş arkadaşları ve yöneticileri bağlamında maruz kaldığı nezaketsiz davranışların, işgörenlerin dışlanma algıları ile ilişkisini ve bu ilişkide narsistik kişilik özelliklerinin düzenleyici bir rolü olup olmadığını ortaya koymayı amaçlamaktadır. Araştırma, nicel analiz yöntemi ile tasarlanmış, veriler anket tekniği ile Türkiye’de faaliyet gösteren dört ve beş yıldızlı otel işletmelerinde görev yapan işgörenlerden elde edilmiştir. Çalışma 418 anket verisi üzerinden gerçekleştirilmiştir. Elde edilen sonuçlara göre narsistik kişilik özellikleri, yöneticiden kaynaklanan nezaketsizlik ile dışlanma algısı arasında herhangi bir rol üstlenmeyip, iş arkadaşları tarafından maruz kalınan nezaketsizlik ile dışlanma arasında ise düzenleyici role sahip olduğu tespit edilmiştir. Buna ek olarak yönetici nezaketsizliği ile işgörenlerin narsistik kişilik özelliği; iş arkadaşları nezaketsizliği ile işgörenlerin narsistik kişilik özelliği ve dışlanma arasında istatistiksel olarak anlamlı ve negatif yönlü bir ilişki olduğu bulgulanmıştır. Bu açıdan yöneticilerin, örgüt iklimini olumsuz etkileyecek nezaketsizlik ve dışlanma gibi stresörlerin neden olduğu bir çalışma ortamının ortaya çıkmasını engellemeye yönelik önlemler alması önerilmektedir. Çalışmanın, narsistik kişiliğin iş arkadaşlığı nezaketsizliği ile dışlanma arasında düzenleyici rolünü ampirik olarak ortaya koyması açısından hem turizm hem de örgütsel davranış yazınına katkı sağlayacağı ve yeni bakış açılarına yön verebileceği değerlendirilmektedir.

Anahtar Kelimeler

Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler İşyeri Nezaketsizliği

Kaynakça

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The Moderating Role of Narcissistic Personality in the Effect of Incivility on Ostracism in the Hotel Enterprises

Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Employees interacting directly with customers in hotel businesses play an important role in determining service quality and customer satisfaction and solving problems. In this regard, the success and reputation of hotel businesses depends on the quality of the service provided by the employees. In order for employees to successfully accomplish their tasks and provide quality service, an organizational climate that will support their job satisfaction and productivity, as well as the existence of healthy communication environment, must prevail. Anti-productive behaviors such as incivility and ostracism, which can create toxic effects in the work environment, reduce the motivation and productivity of employees and have negative effects on the performance of the organization. In this direction, the present study aims to reveal the relationship between the incivility behaviors that hotel employees are exposed to in the context of their colleagues and managers in the work environment, their ostracism perceptions, and whether narcissistic personality traits have a moderator role in this relationship. The research was designed with the quantitative analysis method, and the data were obtained from the employees working in the four- and five-star hotel businesses operating in Turkey with the survey technique. The study was carried out on 418 survey data. According to the results, it has been determined that narcissistic personality trait doesn’t play any role between the incivility arising from the manager and the ostracism perception but has moderating role between the incivility and ostracism by co-workers. In addition, the manager's incivility behavior and the narcissistic personality traits of the employees; it was found that there is a statistically significant and negative relationship between the incivility of colleagues and the narcissistic personality traits of the employees and ostracism. In this respect, it is recommended that managers take measures to prevent the emergence of a work environment caused by stressors such as incivility and ostracism that will negatively affect the organizational climate. It is evaluated that the study will contribute to both tourism and organizational behavior literature and guide new perspectives in terms of empirically revealing the moderator role of narcissistic personality between co-worker incivility and ostracism.

Anahtar Kelimeler

ostracism Narcissistic Personality Hotel Enterprises Employees Workplace Incivility

Kaynakça

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Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Anahtar Kelimeler

Yönetici Nezaketsizliği İş Arkadaşı Nezaketsizliği Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler

Kaynakça

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  • Zhao, H., Peng, Z. ve Sheard, G., (2013). Workplace ostracism and hospitality employees’ counterproductive work behaviors: the joint moderating effects of proactive personality and political skill. International Journal of Hospitality Management, 33, 219–227. doi:10.1016/j.ijhm.2012.08.006
  • Zhu, H., Lyu, Y., Deng, X. ve Ye, Y. (2017). Workplace ostracism and proactive customer service performance: A conservation of resources perspective. International Journal of Hospitality Management, 64, 62-72. doi:10.1016/j.ijhm.2017.04.004

Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Anahtar Kelimeler

Yönetici Nezaketsizliği İş Arkadaşı Nezaketsizliği Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler

Kaynakça

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  • Zhao, H., Peng, Z. ve Sheard, G., (2013). Workplace ostracism and hospitality employees’ counterproductive work behaviors: the joint moderating effects of proactive personality and political skill. International Journal of Hospitality Management, 33, 219–227. doi:10.1016/j.ijhm.2012.08.006
  • Zhu, H., Lyu, Y., Deng, X. ve Ye, Y. (2017). Workplace ostracism and proactive customer service performance: A conservation of resources perspective. International Journal of Hospitality Management, 64, 62-72. doi:10.1016/j.ijhm.2017.04.004

Yıl 2023, Cilt: 12 Sayı: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan Mehmet Selman Kobanoğlu Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Öz

Anahtar Kelimeler

Yönetici Nezaketsizliği İş Arkadaşı Nezaketsizliği Dışlanma Narsistik Kişilik Otel İşletmeleri İşgörenler

Kaynakça

  • Afaq, A., Chenzui, Z., Ghazanfar, A., Kunshun, Z. ve Jawad, I. (2022). The role of unsustainable HR practices as illegitimate tasks in escalating the sense of workplace ostracism. Frontiers in Psychology, 13, 904726. doi:10.3389/fpsyg.2022.904726.
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  • Porath, C. ve Pearson, C. (2013). The price of incivility. Harvard Business Review, 91(1-2), 114-121.
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  • Schilpzand, P. ve Huang, L. (2018). When and how experienced incivility dissuades proactive performance: An integration of sociometer and self-identity orientation perspectives. Journal of Applied Psychology, 103(8), 828–841. doi:10.1037/apl0000303
  • Schilpzand, P., De Pater, I.E. ve Erez, A. (2016). Workplace incivility: A review of the literature and agenda for future research. Journal of Organizational Behavior, 37, 57-88. doi:10.1002/job.1976
  • Scott, K.L. ve Duffy, M.K. (2015), Antecedents of Workplace Ostracism: New Directions in Research and Intervention. Mistreatment in Organizations (Research in Occupational Stress and Well Being, Vol. 13), Emerald Group Publishing Limited, Bingley, pp. 137-165. doi:10.1108/S1479-355520150000013005
  • Scott, K.L., Restubog, S.L.D. ve Zagenczyk, T.J. (2013). A social exchange-based model of the antecedents of workplace exclusion. Journal of Applied Psychology, 98(1), 37–48. doi:10.1037/a0030135
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  • Williams, K.D. ve Nida, S.A. (2011). Ostracism: Consequences and coping. Current Directions in Psychological Science, 20(2), 71-75. doi:10.1177/0963721411402480
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  • Wu, L.Z., Yim, F.H.K., Kwan, H.K. ve Zhang, X. (2012). Coping with workplace ostracism: The roles of ingratiation and political skill in employee psychological distress. Journal of Management Studies, 49(1), 178-199. doi:10.1111/j.1467-6486.2011.01017.x
  • Wu, L., Wei, L. ve Hui, C. (2011). Dispositional antecedents and consequences of workplace ostracism: An empirical examination. Frontiers of Business Research in China, 5(1), 23-44. doi:10.1007/s11782-011-0119-2
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  • Yazıcıoğlu, Y. ve Erdoğan, S. (2004). SPSS Uygulamalı Bilimsel Araştırma Yöntemleri, Ankara: Detay Yayıncılık.
  • Zafar U. ve Mahmood A. (2022) Role of workplace ostracism and self-esteem on workplace deviance. Organizacionnaâ psihologiâ (Organizational Psychology), 12(3), 36-56. doi:10.17323/2312-5942-2022-12-3-36-56
  • Zhao, H., Peng, Z. ve Sheard, G., (2013). Workplace ostracism and hospitality employees’ counterproductive work behaviors: the joint moderating effects of proactive personality and political skill. International Journal of Hospitality Management, 33, 219–227. doi:10.1016/j.ijhm.2012.08.006
  • Zhu, H., Lyu, Y., Deng, X. ve Ye, Y. (2017). Workplace ostracism and proactive customer service performance: A conservation of resources perspective. International Journal of Hospitality Management, 64, 62-72. doi:10.1016/j.ijhm.2017.04.004
Toplam 101 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Psikolojide Davranış-Kişilik Değerlendirmesi
Bölüm Makaleler
Yazarlar

Selen Uygungil Erdoğan 0000-0002-7916-1709

Mehmet Selman Kobanoğlu 0000-0003-0891-6016

Aslı Özge Özgen Çiğdemli 0000-0002-6146-5552

Erken Görünüm Tarihi 19 Mart 2023
Yayımlanma Tarihi 31 Mart 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 12 Sayı: 1

Kaynak Göster

APA Uygungil Erdoğan, S., Kobanoğlu, M. S., & Özgen Çiğdemli, A. Ö. (2023). Otel İşletmelerinde Nezaketsizlik ile Dışlanma Arasındaki İlişkide İşgörenlerin Narsistik Kişiliğinin Düzenleyici Rolü. İnsan Ve Toplum Bilimleri Araştırmaları Dergisi, 12(1), 419-444. https://doi.org/10.15869/itobiad.1234112
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İnsan ve Toplum Bilimleri Araştırmaları Dergisi  Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.