Otel İşletmelerinde Nezaketsizlik ile Dışlanma Arasındaki İlişkide İşgörenlerin Narsistik Kişiliğinin Düzenleyici Rolü

Year 2023, Volume: 12 Issue: 1, 419 - 444, 31.03.2023

Selen Uygungil Erdoğan , Mehmet Selman Kobanoğlu , Aslı Özge Özgen Çiğdemli

https://doi.org/10.15869/itobiad.1234112

Abstract

Otel işletmelerinde müşteriler ile doğrudan etkileşim kuran işgörenler, hizmet kalitesinin ve müşteri memnuniyetinin belirlenmesinde, ortaya çıkabilecek sorunların çözülmesinde önemli bir rol üstlenmektedirler. Bu bakımdan otel işletmelerinin başarısı ve itibarı işgörenler tarafından sağlanan hizmetin kalitesine bağlıdır. İşgörenlerin kendilerine verilen görevleri başarıyla gerçekleştirebilmeleri ve kaliteli hizmet sunabilmeleri için ise sağlıklı bir iletişim ortamının varlığının yanı sıra, işe yönelik tatmin düzeylerini ve üretkenliklerini destekleyecek bir örgüt ikliminin hâkim olması gerekir. İş ortamında toksik etkiler yaratabilecek nezaketsizlik ve dışlanma gibi üretkenlik karşıtı davranışlar, çalışanların motivasyonlarını ve verimliliklerini düşürmekte, örgütün performansı üzerinde olumsuz etkiler yaratmaktadır. Bu doğrultuda mevcut çalışma, otel işgörenlerinin çalışma ortamında iş arkadaşları ve yöneticileri bağlamında maruz kaldığı nezaketsiz davranışların, işgörenlerin dışlanma algıları ile ilişkisini ve bu ilişkide narsistik kişilik özelliklerinin düzenleyici bir rolü olup olmadığını ortaya koymayı amaçlamaktadır. Araştırma, nicel analiz yöntemi ile tasarlanmış, veriler anket tekniği ile Türkiye’de faaliyet gösteren dört ve beş yıldızlı otel işletmelerinde görev yapan işgörenlerden elde edilmiştir. Çalışma 418 anket verisi üzerinden gerçekleştirilmiştir. Elde edilen sonuçlara göre narsistik kişilik özellikleri, yöneticiden kaynaklanan nezaketsizlik ile dışlanma algısı arasında herhangi bir rol üstlenmeyip, iş arkadaşları tarafından maruz kalınan nezaketsizlik ile dışlanma arasında ise düzenleyici role sahip olduğu tespit edilmiştir. Buna ek olarak yönetici nezaketsizliği ile işgörenlerin narsistik kişilik özelliği; iş arkadaşları nezaketsizliği ile işgörenlerin narsistik kişilik özelliği ve dışlanma arasında istatistiksel olarak anlamlı ve negatif yönlü bir ilişki olduğu bulgulanmıştır. Bu açıdan yöneticilerin, örgüt iklimini olumsuz etkileyecek nezaketsizlik ve dışlanma gibi stresörlerin neden olduğu bir çalışma ortamının ortaya çıkmasını engellemeye yönelik önlemler alması önerilmektedir. Çalışmanın, narsistik kişiliğin iş arkadaşlığı nezaketsizliği ile dışlanma arasında düzenleyici rolünü ampirik olarak ortaya koyması açısından hem turizm hem de örgütsel davranış yazınına katkı sağlayacağı ve yeni bakış açılarına yön verebileceği değerlendirilmektedir.

Keywords

Dışlanma, Narsistik Kişilik, Otel İşletmeleri, İşgörenler, İşyeri Nezaketsizliği

The Moderating Role of Narcissistic Personality in the Effect of Incivility on Ostracism in the Hotel Enterprises

Abstract

Employees interacting directly with customers in hotel businesses play an important role in determining service quality and customer satisfaction and solving problems. In this regard, the success and reputation of hotel businesses depends on the quality of the service provided by the employees. In order for employees to successfully accomplish their tasks and provide quality service, an organizational climate that will support their job satisfaction and productivity, as well as the existence of healthy communication environment, must prevail. Anti-productive behaviors such as incivility and ostracism, which can create toxic effects in the work environment, reduce the motivation and productivity of employees and have negative effects on the performance of the organization. In this direction, the present study aims to reveal the relationship between the incivility behaviors that hotel employees are exposed to in the context of their colleagues and managers in the work environment, their ostracism perceptions, and whether narcissistic personality traits have a moderator role in this relationship. The research was designed with the quantitative analysis method, and the data were obtained from the employees working in the four- and five-star hotel businesses operating in Turkey with the survey technique. The study was carried out on 418 survey data. According to the results, it has been determined that narcissistic personality trait doesn’t play any role between the incivility arising from the manager and the ostracism perception but has moderating role between the incivility and ostracism by co-workers. In addition, the manager's incivility behavior and the narcissistic personality traits of the employees; it was found that there is a statistically significant and negative relationship between the incivility of colleagues and the narcissistic personality traits of the employees and ostracism. In this respect, it is recommended that managers take measures to prevent the emergence of a work environment caused by stressors such as incivility and ostracism that will negatively affect the organizational climate. It is evaluated that the study will contribute to both tourism and organizational behavior literature and guide new perspectives in terms of empirically revealing the moderator role of narcissistic personality between co-worker incivility and ostracism.

Keywords

ostracism, Narcissistic Personality, Hotel Enterprises, Employees, Workplace Incivility

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