ÖNBÜRO BÖLÜMÜ ÇALIŞANLARININ İŞ PERFORMANSLARI ÜZERİNDEKİ KİŞİLİK ÖZELLİKLERİNİN AYIRT EDİCİLİK DÜZEYİNİN BELİRLENMESİ

Year 2019, Volume: 6 Issue: 3, 768 - 795, 31.12.2019

Engin Üngüren

https://doi.org/10.30798/makuiibf.586959

Cited By: 1

Abstract

Önbüro departmanı çalışanlarının hizmet
kalitesinin müşteriler ile uzun vadeli ilişkileri sürdürmede kritik bir rol
oynadığı ve müşteri memnuniyeti ve sadakatinin arttırılmasında önemli etkileri
bulunmaktadır. Hizmet kalitesi ise çalışanların iş performansı ile doğrudan ilişkilidir.
Aynı işi yapan çalışanların iş performansları çok farklı olabilmektedir. Bu
farklılığının oluşmasında bireysel ve örgütsel faktörler rol oynamaktadır. Bu
çalışmada iş performansı, bireysel farklılıklardan birini oluşturan kişilik
bağlamında ele alınmıştır. Önbüro çalışanlarının kişilik özelliklerinin iş
performansı üzerindeki etkilerine yönelik sınırlı sayıda ampirik araştırma
yapılmıştır. Bu bağlamda, önbüro çalışanların kişilik özelliklerinin iş
performansı üzerinde ayırıcı kişilik özeliklerinin belirlenmesi araştırmanın
temel amacını oluşturmaktadır. Bu amaç çerçevesinde öncelikli olarak, iki
aşamalı kümeleme analiziyle ön büro çalışanlarının iş performans düzeylerini
benzerliklerine göre aynı küme altında toplayarak fark grupları tespit edilmiştir.
Önbüro çalışanlarının ortaya koydukları iş performans grupları belirlendikten
sonra kişilik özelliklerinin iş performansı üzerinde ayırıcı ve etkin bir
rolünün olup olmadığı diskriminant analizi ile test edilmiştir. Araştırma
sonucunda iş performans grupları arasındaki farkın belirlenmesinde çalışanların
kişilik özelliklerinin ayırıcı rolü olduğu belirlenmiştir. Araştırmada önemli
diğer bir bulgu ise önbüro çalışanlarının kişilik özelliklerinin görev
performansına göre bağlamsal performansla daha fazla ilişki içinde olduğu
belirlenmiştir. Araştırma sonucunda elde edilen bulguların, konaklama işletmeleri önbüro departmanı için uygun
kişilik özelliklerinin sahip çalışanların seçiminde, çalışanların kişisel
gelişimlerine uygun eğitim çalışmalarının belirlenmesinde fayda sağlayacağı
düşünülmektedir.

Keywords

İş Performansı, Kişilik özellikleri, Önbüro Çalışanları, Turizm, konaklama işletmeleri

DETERMINING THE DISCRIMINATION LEVEL OF PERSONALITY TRAITS OF FRONTLINE EMPLOYEES ON JOB PERFORMANCES

Abstract

The service quality of frontline employees plays
a critical role in maintaining long-term relationships with customers and has a
significant impact on increasing customer satisfaction and loyalty. Service
quality is directly related to the work performance of the employees. The job
performance of the employees for doing the same job can be very different.
Individual and organizational factors play a role in the formation of this
difference. In this study, job performance is taken into account in the context
of personality, which constitutes one of the individual differences. A limited
number of empirical studies were conducted on the effects of frontline employees'
personality traits on job performance. In this context, the main purpose of the
study is to determine the discriminative personality traits of frontline employees on the
job performance. In the framework of this objective firstly,
two-step clustering analysis was carried out to identify the difference groups
that determining the job performance levels of front office employees. After
determining the job performance groups of frontline employees, discriminant
analysis was used to determine whether personality traits had a discriminative
and effective role on job performance. As a result of the research, it was
determined that the personality characteristics of the employees had a
discriminative role in determining the difference between job performance
groups. Another important finding in the study is that
the personality traits of the frontline employees are more correlated with the
contextual performance than the task performance. It is thought that the
findings obtained from the research will be useful in the selection of
employees with suitable personality traits for the front office department of
accommodation establishments and in determining the training activities
appropriate for the personal development of the employees.

Keywords

Job Performance, Personality Traits, Frontline employees, Tourism, Accommodation Businesses

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