Duygusal Zekanın Hizmet Odaklılık ve Algılanan Performans Açısından Değerlendirilmesi

Yıl 2019, Cilt: 12 Sayı: 4, 478 - 495, 18.10.2019

Görkem Akgül , Tülay Yeniçeri , Binnaz Çinar

https://doi.org/10.25287/ohuiibf.595669

Cited By: 2

Öz

Bu çalışmanın
temel amacı, otel çalışanlarını duygusal zekâlarına göre gruplandırmak ve bu
grupların hizmet odaklılık ve algılanan performansa göre farklı olup olmadığını
belirlemektir. Araştırmanın amacı ve modeli doğrultusunda hazırlanan anket
formu 213 otel çalışanına uygulanmıştır. Araştırmanın bulgularına göre,
çalışanların duygusal zekâ skoru yüksek olanlar ve duygusal zekâ düşük olanlar
olarak isimlendirilen farklı duygusal zekâ gruplarına göre gruplandırılabileceği
ve hizmet odaklılık ve algılanan performansa göre birbirinden farklı olduğu
sonucuna ulaşılmıştır.

Anahtar Kelimeler

Duygusal Zekâ, Hizmet Odaklılık, algılanan performans, otel, kümeleme analizi

Evaluation of Emotional Intelligence in Terms of Services Orientation and Percieved Performance

Öz

The main purpose
of this study is to group the hotel employees according to their emotional
intelligence and to determine wheather service orientation and self-perceived performance
of these groups are different or not. The questionnaire, which was prepared
according to purpose and model of the study, was applied to 213 hotel
employees. According to the findings, it was found that employees can be
grouped in different as high emotional intelligence score and low emotional
intelligence score and their service-oriented and self-perceived performance
are different from each other.

Anahtar Kelimeler

Service Orientation, Emotional Intelligence, Self-Perceived Performance, Hotel, Cluster Analysis

Kaynakça

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