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Journals / Anatolia: Turizm Araştırmaları Dergisi / 2016 / Cilt: 27 - Sayı: 1

The Impact of Lodging Employee's Customer Orientiation On Turnover Intention: The Mediating Role of Job Satisfaction

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

SALİH KUŞLUVAN
ALAATTİN BAŞODA
Hediye KUŞLUVAN
Pages
79–95
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The results indicated that customer orientation had a meaningful and positive impact on job satisfaction but no statistically significant impact on turnover intention and job satisfaction fully mediated the relationship between customer orientation and turnover intention.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The purpose of this study is to examine the effects of hotel frontline-employees'customer orientation on turnover and the mediation role of job satisfaction between customer orientation and turnover.
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Key Findings & Data:The results indicated that customer orientation had a meaningful and positive impact on job satisfaction but no statistically significant impact on turnover intention and job satisfaction fully mediated the relationship between customer orientation and turnover intention.
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Conclusion & Impact:Suggestions were made to the managers of the lodging firms in accordance with research findings
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

The purpose of this study is to examine the effects of hotel frontline-employees'customer orientation on turnover and the mediation role of job satisfaction between customer orientation and turnover. Purposive sampling method was used and hotel frontline employees of three, four, and five star lodging businesses in Nevşehir and Konya were included in the field research. Data were gathered from hotel employees by means of a questionnaire. A simple mediation analysis was employed using the PROCESS software. The results indicated that customer orientation had a meaningful and positive impact on job satisfaction but no statistically significant impact on turnover intention and job satisfaction fully mediated the relationship between customer orientation and turnover intention. Suggestions were made to the managers of the lodging firms in accordance with research findings

Özet

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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Cite This Article

KUŞLUVAN, S., BAŞODA, A., KUŞLUVAN, H. (2016). The Impact of Lodging Employee's Customer Orientiation On Turnover Intention: The Mediating Role of Job Satisfaction. Anatolia: Turizm Araştırmaları Dergisi, Cilt: 27 - Sayı: 1, 79–95. https://ajindex.com/articles/147549

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