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Journals / Journal of Tourism Intelligence and Smartness / 2026 / Cilt: 9 Sayı: 1

When Support Encourages Rule-Bending: Constructive Deviance as a Pathway to Organizational Trust in Hospitality

Algılanan Örgütsel Desteğin Örgütsel Güven Üzerindeki Etkisinde Yapıcı Sapma Davranışlarının Aracı Rolü: Konaklama İşletmeleri Üzerine Bir Araştırma

Osman Yalap(ARTVİN ÇORUH ÜNİVERSİTESİ SAĞLIK BİLİMLERİ FAKÜLTESİ)0000-0003-1058-2457
Pages
1–15
Publication Date
2026-06-20
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AI Summary & Key Takeaways

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

The findings reveal that perceived organizational support strengthens organizational trust both directly and indirectly through constructive deviant behaviors performed with prosocial intent.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:This study examines how employees’ perceptions of organizational support shape the development of trust within hospitality organizations.
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Key Findings & Data:Drawing on data collected from 403 frontline employees working in five-star hotels in Türkiye, the research explores whether constructive deviance functions as a mediating mechanism in this relationship.
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Conclusion & Impact:The findings reveal that perceived organizational support strengthens organizational trust both directly and indirectly through constructive deviant behaviors performed with prosocial intent.
🔬Design:Modeling & Simulation
📍Scope:Comprehensive Sample
⚙️Variables:Yapıcı Sapma · Algılanan Örgütsel Destek · Örgütsel Güven

Abstract

This study examines how employees’ perceptions of organizational support shape the development of trust within hospitality organizations. Drawing on data collected from 403 frontline employees working in five-star hotels in Türkiye, the research explores whether constructive deviance functions as a mediating mechanism in this relationship. The proposed model was tested using Hayes’ PROCESS macro (Model 4). The findings reveal that perceived organizational support strengthens organizational trust both directly and indirectly through constructive deviant behaviors performed with prosocial intent. In service environments characterized by high operational pressure, employees who perceive strong support from their organizations appear more willing to engage in rule-bending behaviors aimed at improving service outcomes, which in turn fosters greater trust. By highlighting constructive deviance as a relational mechanism rather than a dysfunctional outcome, this study contributes to hospitality management literature and provides practical implications for sustaining trust-based organizational climates.

Özet

Bu çalışma, algılanan örgütsel desteğin konaklama işletmelerinde örgütsel güven üzerindeki etkisini ve bu ilişkide yapıcı sapma davranışlarının aracı rolünü incelemektedir. Araştırma verileri, Türkiye’nin önemli turizm destinasyonlarından biri olan Antalya’da faaliyet gösteren beş yıldızlı otellerde çalışan 403 ön hat çalışanından elde edilmiştir. Önerilen model, Hayes’in PROCESS makrosu (Model 4) kullanılarak test edilmiştir. Bulgular, algılanan örgütsel desteğin örgütsel güveni hem doğrudan hem de yapıcı sapma davranışları aracılığıyla dolaylı olarak artırdığını göstermektedir. Yüksek operasyonel baskının söz konusu olduğu hizmet ortamlarında, örgütlerinden güçlü destek algılayan çalışanların hizmet çıktılarının iyileştirilmesi amacıyla kuralları esnetmeye daha istekli oldukları ve bu davranışların örgütsel güveni pekiştirdiği görülmüştür. Çalışma, yapıcı sapma davranışlarını işlevsel ve ilişki temelli bir mekanizma olarak ele alarak konaklama yönetimi yazınına katkı sunmakta ve güven temelli örgütsel iklimlerin sürdürülebilmesine yönelik uygulamaya dönük çıkarımlar geliştirmektedir.

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Cite This Article

Yalap, O. (2026). When Support Encourages Rule-Bending: Constructive Deviance as a Pathway to Organizational Trust in Hospitality. Journal of Tourism Intelligence and Smartness, Cilt: 9 Sayı: 1, 1–15. https://doi.org/10.58636/jtis.1899265

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