Kentsel Çalışma Yaşamında Sanal Kaytarma Davranışının Demografik Değişkenler Açısından Yordanması: Çağrı Merkezi Örneği

Year 2023, Volume: 16 Issue: Türkiye Cumhuriyetinin 100. Yılı Özel Sayısı | Special Issue for the 100th Anniversary of the Republic of Türkiye, 231 - 248, 29.10.2023

Reha Özder

Abstract

Kentsel çalışma yaşamına etki eden pek çok demografik faktör bulunmaktadır. Küresel iletişim, demografik etmenler vb. bunlardandır. Bu araştırmanın amacı; tüm bu kentsel etki ve değişim ortamında çağrı merkezi çalışanlarının cinsiyetleri, medeni durumları, çalışma şekilleri, yaşları, eğitim durumları gibi demografik özellikler açısından sanal kaytarma davranışlarının değişip değişmediğini belirlemektir. Araştırma 2021 yılında bir çağrı merkezinde çalışan 334 İş gören üzerinde anket yöntemi ile gerçekleştirilmiştir. Verilerin analizinde, T testi, Tek yönlü varyans analizi kullanılmıştır. Demografik faktörler yardımıyla iki boyut düzeyinde yapılan çalışma sonucunda; kadın çalışanların erkek çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, bekar çalışanlar evli çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, evli çalışanların bekar çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı gösterdikleri, tam zamanlı çalışanların yarı zamanlı çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı sergiledikleri, ilköğretim mezunlarının diğer eğitim seviyesindeki çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, lisans ve lisans üzeri eğitim seviyesine sahip olanlar, diğer eğitim seviyesindeki çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı gösterdikleri ve 18-26 yaş aralığındaki çalışanların diğer yaş aralığındaki çalışanlara göre daha fazla önemsiz sanal kaytarma davranışında bulundukları ortaya çıkmıştır.

Keywords

Kentsel Çalışma Yaşamı, Önemli Sanal Kaytarma, Önemsiz Sanal Kaytarma, Çağrı Merkezi

Supporting Institution

Yok

Thanks

Editör kuruluna saygılarımla...

Predicting Cyberslacking Behavior in Terms of Demographic Variables: A Call Center Case

Abstract

This research aims to determine whether cyberslacking behaviors of call center employees have changed in terms of demographic characteristics such as gender, marital status, work style, age, and educational status. The research was conducted with the survey method on 334 employees working in a call center in 2021. T-test and one-way variance analysis were used in the data analysis. As a result of the study conducted at the level of two dimensions with the help of demographic factors, it turned out that female employees showed more significant cyberslacking behavior than male employees; single workers revealed more significant cyberslacking behavior than married workers; married workers revealed more insignificant cyberslacking behavior than single workers; full-time workers showed more negligible cyberslacking behavior than part-time workers; primary school graduates revealed more significant cyberslacking behavior than employees of other education levels; those with undergraduate and postgraduate education levels showed more negligible cyberslacking behavior than employees with other education levels; and employees in the 18-26 age range engaged in more trivial cyberslacking behavior than employees in the other age range.

Keywords

Predicting Cyberslacking Behavior, Significant Cyberslacking, İnsignificant Cyberslacking, Call Centers

References

• Aghaz, A., & Sheikh, A. (2016). Cyberloafing and job burnout: An investigation in the knowledge-intensive sector. Computers in Human Behavior, 62, 51-60.
• Ahmadi, H., Bagheri, F., Ebrahimi, S.A., Rokni, M.A.N. & Kahrer, M.S. (2011). Deviant work behavior: Explaining the relationship between organizational justice and cyber-loafing as a deviant work behavior. American Journal of Science Research, 24, 103-116.
• Altınışık, F. U. & Onağ, Z. (2021). Examination of the effect of job satisfaction and cyberloafing behavior on organizational alienation. Journal of Sport Sciences Research, 6(1), 197-207.
• Anandarajan, M. & Simmers, C. A. (2004). Constructive and dysfunctional personal web usage in the workplace: Mapping employee attitudes. personal web usage in the workplace: a guide to effective human resources management. Information Science Publishing, 2-24.
• Askew, K., Buckner, J.E., Taing, M.U., Ilie, A., Bauer, J.A. & Coovert, M.D. (2014). Explaining cyberloafing: The role of the theory of planned behavior. Computers in Human Behavior, 36, 510-519.
• Babadağ, M. (2018). The effect of alienation on cyberslacking. Journal of Balıkesir University Social Sciences Institute, 21(39), 207-239.
• Beldona, S., Clay, J., Hu, B., & Mills, J. E. (2001). Cyberslacking! A liability issue for wired workplaces. Cornell Hotel and Restaurant Administration Quarterly, 42 (5), 34-47.
• Blanchard A. & Henle C. (2008) Correlates of different forms of cyberloafing: The role of norms and external locus of control. Computers in Human Behavior, 24(3), 1067-1084.
• Blau, G., Yang, Y. & Ward-Cook, K. (2006). Testing a measure of cyberloafing. Journal of Allied Health, 35(1), 9-17.
• Candan, H., & Ince, M. (2016). Research on law enforcement personnel to examine the relationship between cyberslacking and organizational commitment. Journal of Niğde University Faculty of Economics and Administrative Sciences, 9(1), 229-235.
• Chang, Y. P., & Tu, X. C. (2010). An empirical study on the determinants of cyberloafing: Data analysis based on individual factors. In 2010 International Conference on E-Product E-Service and E-Entertainment. IEEE.
• Çavuşoğlu, S., & Palamutçuoğlu, B. T. (2017). The effect of job satisfaction on cyberslacking. Journal of Mehmet Akif Ersoy University Social Sciences Institute, 9 (19), 430-444.
• Çetin, C. & Akyelli, N. (2020). The relationship between cyberslacking and job satisfaction. Journal of Izmir Katip Celebi University Faculty of Economics and Administrative Sciences, 3(1), 41-59.
• Demir, İ., Bilgin, D. Ü. & Özgür U. (2017). The effect of cyberslacking behaviors of healthcare professionals on their productivity at work. AJIT-e. Bilişim Teknolojileri Online Dergisi, 8 (30), 291-303.
• Demir, Ö. & Seferoğlu, S. S. (2016). Examining the relationship between information literacy, internet addiction, cyberslacking, and various other variables with cyberbullying. Online Journal of Technology Addiction & Cyberbullying, 3(1), 1-26.
• Doorn, O. V. N. (2011). Cyberloafing: A multi-dimensional construct placed in a theoretical framework. Eindhoven University of Technology, Department Industrial Engineering and Innovation Sciences, Master Thesis.
• Durak, H. Y. & Sarıtepeci, M. (2019). Occupational burnout and cyberloafing among teachers: Analysis of personality traits, individual and occupational status variables as predictors. The Social Science Journal, 56 (1), 69-87.
• Erkorkmaz, Ü., Etikan, I., Demir, O., Özdamar, K. & Sanisoğlu, S. Y. (2013). Doğrulayıcı faktör analizi ve uyum indeksleri. Türkiye Klinikleri Journal Of Medical Sciences, 33(1), 210-223.
• Garrett, R. K. & Danziger, J. N. (2008). Disaffection or expected outcomes: Understanding personal Internet use during work. Journal of Computer-Mediated Communication, 13(4), 937-958.
• George, D. & Mallery, M. (2010). SPSS for windows step by step: A simple guide and reference, 17.0 update (10a ed.) Boston: Pearson
• ĠĢgüzar, S. & Ayden, C. (2017). Considerations on cyberslacking: A general overview. 4th International Regional Development Conference, 21- 23 Semtember, Tunceli/Turkey.
• Gökçearslan, Ş. Çelebi U., & Sami Ş. (2018). Smartphone addiction, cyberloafing, stress and social support among university students: A path analysis. children and youth services review. 91, 47-54.
• Güğerçin, S. & Çavuş, M. F. (2021). Disruptive management, cyberloafing, and productivity at work: A study on bank employees. Business & Management Studies: An International Journal, 9(1), 164-185.
• Gül, H. & İnce, M. (2011). The relation of cyberslacking behaviors with various organizational outputs: Example of Karamanoğlu Mehmetbey University. European Journal of Scientific Research, 52(4), 520-522.
• Jamaluddin, H., Ahmad, Z., Alias, M. & Simun, M. (2015). Personal internet use: The use of personal mobile devices at the workplace. Procedia-Social and Behavioral Sciences, 172, 495-502.
• Jandaghi, G., Alvani, S.M.; Matin, H.Z. & Kozekanan, S.F. (2015). Cyberloafing management in organizations. Iranian Journal of Management Studies, 8 (3), 335-349.
• Johnson, P. R. & Indvik, J. (2003). The organizational benefits of reducing cyberslacking in the workplace. In Allied Academies International Conference. Academy of Organizational Culture, Communications, and Conflict. Proceedings (8, No. 2, p. 53). Jordan Whitney Enterprises, Inc.
• Kaplan, M. & Öğüt. A. (2012). Analysis of the relationship between perceived organizational justice and cyberslacking: The case of hospital employees. Journal of Dokuz Eylul University Faculty of Business, 13(1), 1-13.
• Keklik, B., Kılıç, R., Yıldız, H. & Yıldız, B. (2015). Examining of the effect of cyberslacking behaviors on organizational learning capacity. Business and Economics Research Journal, 6 (3), 129-144.
• Kerse, G., Soyalın, M. & Karabey, C. N. (2016). The effect of person-organization compliance, neutralization and perceived managerial support on cyberslacking: An empirical study. Aksaray Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(4), 100-113.
• Lavoie, J. A. & Pychyl, T. A. (2001). Cyberslacking and the procrastination superhighway: A Web-based survey of online procrastination, attitudes, and emotion. Social Science Computer Review, 19 (4): 431-444.
• Liberman, B., Seidman, G., McKenna, K. & Buffardi, L. (2011). Employee job attitudes and organizational characteristics as predictors of cyberloafing. Computers in Human Behavior, 27 (6) 2192-2199.
• Lim, V. K. G. (2002). The it way of loafing on the job: Cyberloafing, neutralizing and organizational justice. Journal of Organizational Behavior, 23, 675-694.
• Lim, V.K.G. & Chen, D. J. Q. (2012). Cyberloafing at the workplace: Gain or drain on work? Behavior & Information Technology, 31(4): 343-353.
• Lim, V.K.G & Teo, T. S. (2005). Prevalence, perceived seriousness, justification and regulation of cyberloafing in Singapore: an exploratory study. Information ve Management, 42(8), 1081-1093.
• Lim, V.K.G. (2002). The it way of loafing on the job: Cyberloafing, neutralizing and organizational justice. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 23(5), 675-694.
• Mills, J. E., Hu, B., Beldona, S. & Clay, J. (2001). Cyberslacking! A liability issue for wired workplace. The Cornell Hotel and Restaurant Administration Quarterly, 42(5): 34-47.
• Mumford, L. (1996). Görünmeyen kent. Cogito Dergisi, 8, 169-173.
• O’Neill, T.A., Hambley, L.A. & Chatellier, G. S. (2014). Cyberslacking, engagement, and personality in distributed work environments. Computers in Human Behavior, 40, 152-160.
• Oravec, J. A. (2004). When work morphs into play: Using constructive recreation to support the flexible workplace. Personal web usage in the workplace: A guide to effective human resources management. Information Science Publishing, 46-60.
• Örücü, E. & Yıldız, H. (2014). Personal internet and technology use at work: Cyberslacking, Ege Akademik Bakış, 14(1), 99-114.
• Örücü, E. & Hasirci, I. (2021). The regulatory effect of employee age on the relationship between cynicism and cyberloafing in organizations. Yönetim ve ekonomi. Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 28 (1), 23-43.
• Örücü, E. & Özüdoğru, M. (2018). A study to determine the relationship between organizational trust and cyberslacking behaviors. Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(3), 66-80.
• Örücü, E. & Yildiz, H. (2014). Personal internet and technology use at work: Cyberslacking, Ege Academic Review, 14 (1), 99-114.
• Özkalp E., Aydın U. & Tekeli S. (2012). Deviant organizational behaviors and a new phenomenon in working life: Cyberloafing and its effects on work relations. Cement Employers' Union Journal, 26 (2), 18-33.
• Özkan, S. & Erbay, E. Ö. (2021). The effect of organizational climate on employees' cyberslacking behaviors. Journal of Sakarya University Business Institute, 145-153.
• Piotrowski, C. (2012). Cyberloafing: A content analysis of the emerging literature. Journal of Instructional Psychology, 39 (4), 259-261.
• Ramayah, T. (2010). Personal web usage and work inefficiency. Business Strategy Series, 11(5), 295-301.
• Sarı, Ö. & Esgin, A. (2016). Toplumsal analizler ekseninde kent fragmanları. Ankara: Phoenix Yayınları.
• Seçkin, Z., Özdemir, Ş. & Tuncer, M. (2021). Investigation of cyberslacking behaviors of university employees with high burnout levels. İşletme, 2(1), 1-17.
• Seymour, L. & Nadasen, K. (2007). Web access for its staff: A developing world perspective on web abuse. The Electronic Library, 25 (5), 543-557.
• Tan, M. & Demir, M. (2018). The effect of employees' personality traits on cyberslacking behavior. International Journal of Social Sciences and Education Research, 4 (1), 49-60
• Tavakol M. & Dennick, R. (2011) Making sense of cronbach's alpha. International Journal of Medical Education, 2, 53-5.
• Ugrin, J.C. & Pearson, J.M. (2013). The effects of sanctions and stigmas on cyberloafing. Computers in Human Behavior, 29, 812-820.
• Ünal, Ö. F. & Songül T. (2015). Cyberslacking: An empirical study in a public institution. Journal of the Faculty of Economics and Administrative Sciences of Süleyman Demirel University, 20 (2), 95-118.
• Vitak, J., Crouse, J. & La Rose, R. (2011). Personal internet use at work: Understanding cyberslacking. Computers in Human Behavior, 27, 1751-1759.
• Wagner, D.T., Barnes, C.M., Lim, V.K.G. & Ferris, D.L. (2012). Lost sleep and cyberloafing: Evidence from the laboratory and a daylight saving time quasi-experiment. Journal of Applied Psychology. 97 (5), 1068-1076.
• Weatherbee, T. G. (2010). Counterproductive use of technology at work: Information & communications technologies and cyberdeviancy. Human Resource Management Review, 20 (1), 35–44.
• Yıldırım, F. (2018). The mediating role of job satisfaction in the effect of burnout level on cyberslacking behavior. Journal of Gazi University Social Sciences, 5(13), 302-313.
• Yıldız, H., Yıldız, B. & İyigün, N. Ö. (2016). The effect of psychological contract perception on cyberslacking behaviors. Journal of Erciyes University Faculty of Economics and Administrative Sciences, (47), 147-165.
• Zoghbi, P., Tacoronte, D.V. & Ding, J.T. (2006). Do current anti-cyberloafing disciplinary practices have a replica in research findings? A study of the effects of coercive strategies on workplace internet misuse. Internet Research, 16 (4), 450-46.