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Journals / Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi / 2015 / Cilt: 0 - Sayı: 46

ÇALIŞANLARIN DUYGUSAL YETERLİLİKLERİNİN ALGILANAN HİZMET KALİTESİ ÜZERİNDEKİ ETKİSİNDE İŞ TATMİNİNİN ARACILIK ROLÜ: MUHASEBECİLER ÜZERİNDE BİR ARAŞTIRMA

Ebru AYKAN
Semra AKSOYLU
Pages
101–117
Publication Date
2022-10-18
DOI
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AI Summary & Key Takeaways

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

Ultimately, limitations of this study were pointed out and recommendations were provided for future studies to be carried in this subject matter.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Customer satisfaction and service quality are the key parameters in the strategic competition of today s world.
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Key Findings & Data:Significant positive relationships were observed among emotional competences, job satisfaction and perceived service quality.
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Conclusion & Impact:Ultimately, limitations of this study were pointed out and recommendations were provided for future studies to be carried in this subject matter.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

Customer satisfaction and service quality are the key parameters in the strategic competition of today s world. Accounting sector is among the sectors with intensive competition and customer satisfaction for competitive advantage. Beside intensive mental effort, the sector also requires emotional effort. Therefore, emotional competences should be assessed and service quality designating the level of customer satisfaction should be evaluated. The present study was conducted to investigate the relationships between the emotional competences and perceived service quality of accounting professionals and to determine the mediatory role of job satisfaction in such relationships. Significant positive relationships were observed among emotional competences, job satisfaction and perceived service quality. Hierarchical regression analysis indicated the partial mediatory role of job satisfaction between emotional competence and perceived service quality. Ultimately, limitations of this study were pointed out and recommendations were provided for future studies to be carried in this subject matter.

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Cite This Article

AYKAN, E., AKSOYLU, S. (2022). ÇALIŞANLARIN DUYGUSAL YETERLİLİKLERİNİN ALGILANAN HİZMET KALİTESİ ÜZERİNDEKİ ETKİSİNDE İŞ TATMİNİNİN ARACILIK ROLÜ: MUHASEBECİLER ÜZERİNDE BİR ARAŞTIRMA. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt: 0 - Sayı: 46, 101–117. https://ajindex.com/articles/503515

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