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Journals / Türk Turizm Araştırmaları Dergisi / 2021 / Cilt: 5 - Sayı: 1

The Mediating Role of Empowering Personnel in the Effect of Organizational Support Perception on Service Quality: A Study on Hospitality Businesses

Örgütsel Destek Algısının Hizmet Kalitesine Etkisinde Personel Güçlendirmenin Aracılık Rolü: Konaklama İşletmeleri Üzerine Bir Araştırma

Aysen ERCAN İŞTİN
Bahar TANER
Pages
379–406
Publication Date
2022-11-06
DOI
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AI Summary & Key Takeaways

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

As a result of the research, it was determined that a partial mediation effect of the personnel empowerment exists in the relationship between the perceived organizational support and service quality.As a result of the analysis regarding the secondary objectives of the research, it was found that both perceived organizational support and personnel empowerment affect service quality and perceived organizational support affects empowerment

📌 3 Key Takeaways

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Objective & Hypothesis:In the research, it was aimed to determine the mediating effect of personnal empowerment in the relationship between organizational support perception and service quality; and secondary objectives are to determine the effect of perceived organizational support on service quality, the effect of personnel empowerment on service quality and the effect of perceived organizational support on personnel empowerment.The research universe consists of the employees who work in 5-star hospitality enterprises of Antalya in 2018.
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Key Findings & Data:In the research that utilized the descriptive research model in terms of quantitative, the data of 447 questionnaires collected between February and April 2018 by being used simple sampling method were analyzed.
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Conclusion & Impact:As a result of the research, it was determined that a partial mediation effect of the personnel empowerment exists in the relationship between the perceived organizational support and service quality.As a result of the analysis regarding the secondary objectives of the research, it was found that both perceived organizational support and personnel empowerment affect service quality and perceived organizational support affects empowerment
🔬Design:Survey & Empirical Study
📍Scope:2018 Verileri
⚙️Variables:Domain Parameters

Abstract

In the research, it was aimed to determine the mediating effect of personnal empowerment in the relationship between organizational support perception and service quality; and secondary objectives are to determine the effect of perceived organizational support on service quality, the effect of personnel empowerment on service quality and the effect of perceived organizational support on personnel empowerment.The research universe consists of the employees who work in 5-star hospitality enterprises of Antalya in 2018. The sample of the research is the employees whose number is representative of the universe. In the research that utilized the descriptive research model in terms of quantitative, the data of 447 questionnaires collected between February and April 2018 by being used simple sampling method were analyzed. As a result of the research, it was determined that a partial mediation effect of the personnel empowerment exists in the relationship between the perceived organizational support and service quality.As a result of the analysis regarding the secondary objectives of the research, it was found that both perceived organizational support and personnel empowerment affect service quality and perceived organizational support affects empowerment

Özet

Araştırmada algılanan örgütsel desteğin hizmet kalitesine etkisinde personel güçlendirmenin aracılık rolünün belirlenmesi amaçlanmıştır. Alt amaçları ise örgütsel destek algısının hizmet kalitesi üzerindeki etkisini, personel güçlendirmenin hizmet kalitesi üzerindeki etkisini ve örgütsel destek algısının personel güçlendirme üzerindeki etkisini belirlemektir. Araştırmanın evrenini, 2018 yılında Antalya’daki 5 yıldızlı konaklama işletmelerindeki çalışanlar oluşturmaktadır. Araştırmanın örneklemini, evreni temsil edecek sayıda ulaşılan çalışanlar oluşturmaktadır. Nicel açıdan betimsel araştırma modelinden faydalanılan araştırmada, kolayda örnekleme yöntemi ile Şubat-Nisan 2018 tarihleri arasında toplanan 447 anket verisi analiz edilmiştir. İlgili verilerin analizi sonucunda, algılanan örgütsel desteğin hizmet kalitesine etkisinde personel güçlendirmenin kısmi aracılık etkisi olduğu belirlenmiştir. Araştırmanın alt amaçlarına ilişkin analizler sonucunda, örgütsel desteğin ve personel güçlendirmenin hizmet kalitesi üzerinde etkisi olduğu; örgütsel destek algısının personel güçlendirme algısı üzerinde etkisi olduğu tespit edilmiştir.

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Cite This Article

İŞTİN, A. E., TANER, B. (2022). The Mediating Role of Empowering Personnel in the Effect of Organizational Support Perception on Service Quality: A Study on Hospitality Businesses. Türk Turizm Araştırmaları Dergisi, Cilt: 5 - Sayı: 1, 379–406. https://ajindex.com/articles/655380

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