Teknostres ve İş Geriliminin Hizmet İnovasyon Davranışına Etkisi: Esnek Çalışma Düzenlemelerinin Aracılık Rolü

Year 2022, Volume: 8 Issue: 2, 540 - 557, 30.07.2022

Ethem Merdan , Himmet Karadal

https://doi.org/10.31592/aeusbed.1096614

Cited By: 2

Abstract

Örgütlerde aşırı iş yükü, teknolojik gelişmelere uyum sağlayamama, teknolojiye aşırı maruz kalma ve teknolojinin yoğun kullanımı gibi çeşitli sebeplerle işgörenler teknostrese ve iş gerilimine maruz kalmaktadır. Birey veya örgütün yeni, farklı, gelişmiş ürün ve hizmetleri geliştirmeye yönelik çabaları olarak ifade edilen hizmet inovasyon davranışı teknostres ve iş geriliminden olumsuz etkilenebilir. Esnek çalışma düzenlemeleri ise söz konusu olumsuzluklara ilişkin bir çözüm olabilir. Bu çalışmanın temel amacı, teknostres ve iş geriliminin hizmet inovasyon davranışına etkisinde esnek çalışma düzenlemelerinin aracılık rolünü tespit etmektir. Çalışmada nicel analiz yöntemi kullanılmaktadır. Çalışmanın örneklemini Kırıkkale ilindeki bir çağrı merkezinin işgörenleri oluşturmaktadır (n= 396). Çalışmadan elde edilen en önemli bulguya göre, esnek çalışma düzenlemelerinin, teknostresin hizmet inovasyon davranışına etkisinde ve iş geriliminin hizmet inovasyon davranışına etkisinde aracı etkiye sahip olduğu belirlenmiştir. Ayrıca teknostres ve iş geriliminin esnek çalışma düzenlemelerini pozitif, hizmet inovasyon davranışını negatif yönde; esnek çalışma düzenlemelerinin ise hizmet inovasyon davranışını pozitif yönde etkilediği tespit edilmiştir. Çalışmanın çağrı merkezi yöneticilerine ve literatüre katkıda bulunma niteliği taşıdığı düşünülmektedir.

Keywords

Teknostres, İş Gerilimi, Esnek Çalışma Düzenlemeleri, Hizmet İnovasyon Davranışı, Çağrı Merkezi.

References

• Abdel, M. A., Ashoush, L., Elsayed, A. A. and Younis, R. A. (2015). Flexible work arrangements: Related topics and directions. Journal of Business Studies Quarterly, 7(1), 36-45.
• Afsar, B. and Rehman, M. (2015). The relationship between workplace spirituality and innovative work behavior: The mediating role of perceived person-organization fit. Journal of Management, Spirituality & Religion, 12(4), 329-353.
• Agbu, J. F. and Olubiyi, K. S. (2011). Technostress in the age of information communication technology: A case study of distance education. International Research Educational Journals, 2, 1654-1660.
• Ahmad, U. N. U., Amin, S. M. and Ismail, W. K. W. (2014). Moderating effect of technostress inhibitors on the relationship between technostress creators and organisational commitment. Jurnal Teknologi (Social Sciences), 67(1), 51-62.
• Akgün, F. (2019). Öğretim elemanlarının bilgi ve iletişim teknolojilerine yönelik kabulleri ve teknostres algıları arasındaki ilişkinin incelenmesi. Eğitim Bilimleri Araştırmaları Dergisi, 9(2), 40-66.
• Akınoğlu, H. F. G. (1993). Teknostres. Türk Kütüphaneciliği, 7(3), 159-173.
• Alam, M. A. (2016). Techno-stress and productivity: Survey evidence from the aviation industry. Journal of Air Transport Management, 50, 62-70.
• Albion, M. J. (2004). A measure of attitudes towards flexible work options. Australian Journal of Management, 29(2), 275-294.
• Ansah, S. O., Azasoo, J. Q. and Adu, I. N. (2016). Understanding the effects of techno-stress on the performance of banking staff. International Journal of Business Continuity and Risk Management, 6(3), 222-237.
• Atanasoff, L. and Venable, M. A. (2017). Technostress: Implications for adults in the workforce. The Career Development Quarterly, 65(4), 326-338.
• Ayyagari, R., Grover, V. and Purvis, R. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831-858.
• Bacak, B. ve Şahin, L. (2005). İş sağlığı ve güvenliği açısından esnek çalışma biçimlerinin değerlendirilmesi: Fırsatlar ve tehditler. İktisat Fakültesi Mecmuası, 55(1), 325-340.
• Brod, C. (1984). Technostress: The human cost of the computer revolution. MA: Addison-Wesley Publishing Company.
• Capnary, M. C., Rachmawati, R. and Agung, I. (2018). The influence of flexibility of work to loyalty and employee satisfaction mediated by work life balance to employees with millennial generation background in indonesıa startup companies. Verslas: Teorija Ir Praktika/Business: Theory And Practice, 19, 217–227.
• Califf, C. B., Sarker, S., Sarker, S. and Fitzgerald, C. (2015). The bright and dark sides of technostress: An empirical study of healthcare workers. Thirty Sixth International Conference on Information Systems, Forth Worth, Texas, 1-13.
• Chen, L., (2015). Validating the technostress instrument using a sample of chinese knowledge workers. Journal of International Technology and Information Management, 24(1), 65-81.
• Chrisholm, R., Kasl, S. and Eskenazi, B. (1983). The nature and predictors of job related tension in a crisis situation: Reactions of nuclear workers to the three mile island accident. Academy of Management Review, 26(3), 385-405.
• Ciarniene, R. and Vienazindiene, M. (2018). Flexible work arrangements from generation and gender perspectives: Evidence from Lithuania. Inzinerine Ekonomika-Engineering Economics, 29(1), 84–92.
• Coenen, M. and Kok, R. A. W. (2014). Workplace flexibility and new product development performance: The role of telework and flexible work schedules. European Management Journal, 32, 564–576.
• Cohen, L., Manion, L. and Morrison, K. (2000). Research methods in education (5th ed). Routledge Falmer, Taylor&Francis Group.
• Çetin, D. ve Bülbül, T. (2017). Okul yöneticilerinin teknostres algıları ile bireysel yenilikçilik özellikleri arasındaki ilişkinin incelenmesi. Abant İzzet Baysal Üniversitesi Eğitim Fakültesi Dergisi, 17(3), 1241-1264.
• ÇMD (2019). Türkiye çağrı merkezi pazarı 2019 verileri. https://www.cagrimerkezleridernegi.org/Public/Upload/Catalog/V3EXWU4L447QLVW.pdf, (Erişim: 04.06.2020)
• Civelek, M. E. (2018). Yapısal eşitlik modellemesi metodolojisi (1. Baskı). İstanbul: Beta Yayınları.
• Demir, F. ve Gerşil, G. (2008). Çalışma hayatında esneklik ve Türk hukukunda esnek çalışma. Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(2), 68-89.
• Doncevic, S. T., Romelsjö, A. and Theorell, T. (1998). Comparison of stress, job satisfaction, perseption of control, and health among district nurses in Stockholm and Prewar Zagrep. Scand J Soc Med,, 26(2), 106-114.
• Dragano, N. and Lunau, T. (2020). Technostress at work and mental health: Concepts and research results. Current Opinion in Psychiatry, 33(4), 407-413.
• Erdem, A. T. (2020). Ethical leadership, service innovation and psychological capital interaction: A research in Nevşehir hotel sector. Uluslararası Anadolu Sosyal Bilimler Dergisi, 5(2), 515-532.
• Genç, N. (1994). Gerilim, kaynakları, belirtileri ve azaltıcı önlem ve teknikler. Atatürk Üniversitesi İİBF Dergisi, 10(3-4), 371-379.
• Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. and Tatham, R. L. (2006). Multivariate data analysis (Vol. 6). Upper Saddle River, NJ: Pearson Prentice Hall.
• Hjalager, A. M. (2010). A review of innovation research in tourism. Tourism Management, 31,1-12.
• Hochwarter, W. A., Ferris, G. R., Gavin, M. B., Perrewé, P. L., Hall, A. T., Frink, D. D. (2007). Political skill as neutralizer of felt accountability-job tension effects on job performance ratings: A longitudinal investigation. Organizational Behavior and Human Decision Processes, 102, 226-239.
• Hu, M. L. M., Horng, J.-S. and Christine, S. Y. H. (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management, 30, 41–50.
• Hudiburg, R. A. (1989). Psychology of computer use: VII. measuring technostress: computer-related stress. Psychological Reports, 64, 767-772
• Hung, R. Y. Y., Lien, B. Y. H., Fang, S. C. and Mclean, G. N., (2010). Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management, 21(4), 425-438.
• Hussain, K., Konar, R. and Ali, F. (2016). Measuring service innovation performance through team culture and knowledge sharing behaviour in hotel services: A PLS approach. Procedia-Social and Behavioral Sciences, 224, 35-43.
• Hussain, N., Zehou, S., Haq, M. A. and Anjum, Z. Z. (2014). Are flexible workings highly gendered with more women availing benefits than men?. European Journal of Business and Management, 6(9), 109-117.
• Hyland, M. M. (1999). Flexibility in work arrangements: how availability, preferences and use affect business outcomes. Doctoral Thesis, Rutgers University, New Brunswick, New Jersey.
• Kahn, L., Wolfe, M., Quinn, P. and Snoek, J.D. (1964). Organizational stress: Studies in role conflict and ambiguity. John Wiley&Sons, inc., New York, London, Sydney.
• Kamran S. N. and Ganjinia, H. (2017). Innovative behavior and factors affecting it: The importance of innovative behavior and its dimensions. Science Arena Publications International journal of Business Management, 2(1), 31-34.
• Kavas, M. (2017). Bireysel yenilikçi kişilik özelliği ve inovatif davranışa etki eden faktörlere yönelik nicel ve nitel bir araştırma. Kara Harp Okulu Bilim Dergisi, 27(2), 137-156.
• Kline, R. (2011). Principles and practice of structural equation modeling (Third Edition). New York: Guildford Press.
• Kırel, Ç. (1999). Esnek çalışma saatleri uygulamalarında cinsiyet, iş tatmini ve iş bağlılığı ilişkisi. İ. Ü. İşletme Fakültesi Dergisi, 28(2), 115-136.
• Küçükvardar, M. ve Tıngöy, Ö. (2018). Teknoloji bağımlılığının semptomlar temelinde incelenmesi. Online Academic İletişim ve Bilişim Teknolojileri Özel Sayı, 9(35), 111-123.
• Lau, C. M. and Tan, S. L. C. (2006). The effects of procedural fairness and interpersonal trust on job tension in budgeting. Management Accounting Research, 17(2), 171-186.
• Lee, K. H. and Hyun, S. S. (2015). An extended model of employees’ service innovation behavior in the airline industry. International Journal of Contemporary Hospitality Management, 28(8), 1622-1648.
• Littunen, H. (2000). Entrepreneurship and the characteristics of the entrepreneurial personality. International Journal of Entrepreneuria/ Behavior & Research, 6(6), 295-299.
• Lu, C. C. and Hsu, H. J. (2018). Organizational capital, innovation climate, and service innovation behavior. International Journal for Innovation Education and Research, 6(12), 1-10.
• Lusch, R. F. and Serpkenci, R. R. (1990). Personal differences, job tension, job outcomes, and store performance: A study of retail store managers. Journal of Marketing, 54, 85-101.
• Martínez-Sánchez, A., Vela-Jiménez, M. J., Pérez- Pérez, M. and Abella-Garcés, S. (2014). Innovation, Organizational Flexibility, and Performance. In: Jakšić, M.L., Rakočević, S.B. Martić, M. (Eds), Innovative management and firm performance (pp. 235-253). London: Palgrave Macmillan.
• Maxwell, G., Rankine, L., Bell, S. and MacVicar, A. (2007). The incidence and impact of flexible working arrangements in smaller businesses. Employee Relations, 29(2), 138-161.
• Menezes, L. M. and Kelliher, C. (2011). Flexible working and performance: A systematic review of the evidencefor a business case. International Journal of Management Reviews, 13, 452-474.
• Merdan, E. (2021). Teknostresin ve iş geriliminin hizmet inovasyon davranışı üzerine etkisinde esnek çalışma düzenlemelerinin aracılık rolü: Çağrı merkezi örneği. Doktora Tezi, Aksaray Üniversitesi, Sosyal Bilimler Enstitüsü, Aksaray.
• Olasanmi, O. O. (2016). Technostress and performance of auditing firms in Nigeria. Open Journal of Business and Management, 4, 799-819.
• O’Neill, J. W. and Davis, K. (2011). Work stress and well-being in the hotel industry. International Journal of Hospitality Management, 30(2), 385-390.
• Öğüt, A., Aygen, S. ve Demirsel, M.H. (2007). Personel güçlendirme inovasyonu hızlandırır mı? Antalya ili beş yıldızlı konaklama işletmelerine yönelik görgül bir araştırma. Selçuk Üniversitesi Karaman İ.İ.B.F. Dergisi Yerel Ekonomiler Özel Sayısı, Mayıs 2007, 163-172.
• Özgener, Ş. (2005). Çalışma hayatında esnekliğin işletme verimliliği üzerine etkileri: karşılaştırmalı bir çalışma. Amme İdaresi Dergisi, 38(3), 51-79.
• Papalexandris, N. and Kramar, R. (1997). Flexible working patterns: Towards reconciliation of family and work. Employee Relations, 19(6), 581-595.
• Park, H. and Cho, J. (2016). The influence of information security technostress on the job satisfaction of employees. Journal of Business and Retail Management Research, 11(1), 66-75.
• Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S. and Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417–433.
• Russell, H., O'Connell, P.J. and McGinnity, F. (2007). The impact of flexible working arrangements on work-life conflict and work pressure in ireland. Gender Work and Organization, 16(1), 1-29.
• Salo, M., Pirkkalainen, H., Makkonen, M. and Hekkala, R. (2018). Distress, eustress, or no stress? Explaining smartphone users’ different technostress responses. Thirty Ninth International Conference on Information Systems, San Francisco, 1-17.
• Scandura, T. A. and Lankau, M. J. (1997). Relationships of gender, family responsibility and flexible work hours to organizational commitment and job satisfaction. Journal of Organizational Behavior, 18, 377-391.
• Scott, S. G. and Bruce, R. A. (1994). Determinants of innovative behavior: A path model of individual innovation in the workplace. The Academy of Management Journal, 37(3), 580-607.
• Sever, H. ve Sever, T. H. (2017). Ergonomi ve teknostresin sivil havacılık sektöründeki etkisi. Electronic Journal of Vocational Colleges, 7(1), 39-46.
• Shahrabi, A., Ghiasi, M. and Limooni, S. T. (2015). The dimensions of technostress among academic librarians of univesities medical sciences in Mazandaran Province. International Journal of Biology, Pharmac and Allied Sciences, 4(11), 516-531.
• Sheridan, J. E. and Vredenburgh, D. J. (1978). Usefulness of leadership behavior and social power variables in predicting job tension, performance and turnover of nursing employees. Journal of Applied Psychology, 63(1), 89-95.
• Streukens, S., and Leroi-Werelds, S. (2016). Bootstrapping and PLS-SEM: A step-by step guide to get more out of your bootstrap results. European Management Journal, 34(6), 618-632.
• Subramaniam, I. D. (2012). Determinant of innovative behavior in the workplace: A case study of a malaysian public sector organisation. American Journal of Social Issues & Humanities, 2(6), 384-397.
• Tarafdar, M., Tu, Q., Ragu-Nathan, B. S. and Ragu-Nathan, T. S. (2007). The impact of technostress on role stress and productivity. Journal of Management Information Systems, 24(1), 301-328.
• Tarafdar, M., Pullins, E. and Ragu-Nathan, T. S. (2011). Examining impacts of technostress on the professional salesperson's performance. Proceedings of the Seventeenth Americas Conference on Information Systems, AMCIS 2011, Detroit, Michigan, USA, August 4th-7th, 1-13.
• Tarafdar, M., Tu, Q., Ragu-Nathan, T. S. and Ragu-Nathan, B. S. (2011). Crossing to the dark side: examining creators, outcomes, and inhibitors of technostress. Communications of the ACM, 54(9), 113-120.
• Tarafdar, M., Pullins, E. B. and Ragu-Nathan, T. S., (2015). Technostress: Negative effect on performance and possible mitigations. Information Systems Journal, 25(2), 103-132.
• Tarafdar, M., Maier, C., Laumer, S. and Weitzel, T. (2019). Explaining the link between technostress and technology addiction for social networking sites: A study of distraction as a coping behavior. Info Systems J., 2019, 1-29.
• Taslak, S. ve Kara, M. (2017). İşletme bilimine giriş (modern işletmecilik) (7. Baskı). Bursa: Ekin Yayınevi.
• Tutar, H. ve Erdem, A. T. (2020). Örnekleriyle bilimsel araştırma yöntemleri ve SPSS uygulamaları. Seçkin Yayıncılık.
• Wang, K., Shu, Q. and Tu, Q. (2005). Empirical study of coping strategies for computer-related technostress of Chinese employees. Tsinghua Science and Technology, 10(1), 753-760.
• Wang, K., Shu, Q. and Tu, Q. (2008). Technostress under different organizational environments: An empirical investigation. Computers in Human Behavior, 24(6), 3002-3013.
• Weale, V. P., Wells, Y. D. and Oakman, J. (2017). Flexible working arrangements in residential aged care: Applying a person-environment fit model. Asia Pacific Journal of Human Resources, 55, 356–374.
• Weeden, K. A. (2005). Is there a flexiglass ceiling? Flexible work arrangements and wages in the United States. Social Science Research, 34, 454-482.
• Yazıcı, T. ve Koçer, S. (2014). Üniversitelerde Teknolojiye Bağlı Örgütsel Stres: Kocaeli Üniversitesi İletişim Fakültesi Üzerine Bir İnceleme. Dijital İletişim Etkisi Uluslararası Akademik Konferansı, 16-17 Ekim, İstanbul, ss 449-470). Can Bilgili (Editör), Dijital iletişim etkisi. Uluslararası Akademik Konferans Bildiri Kitabı, 1. Basım, İstanbul: İskenderiye Kitap.