KİŞİLİK ÖZELLİKLERİ, HİZMET VERME YATKINLIKLARI VE SOSYAL KAYTARMA DAVRANIŞLARI ARASINDAKİ İLİŞKİLER: TRAKYA BÖLGESİ KONAKLAMA İŞLETMELERİ ÜZERİNDE BİR ARAŞTIRMA

Yıl 2020, Cilt: 9 Sayı: 2, 165 - 184, 31.12.2020

Çiğdem Özkan Gülsevim Yumuk Günay , Tülay Demiralay

Öz

İşgücüne dayalı üretimin gerçekleştiği konaklama işletmelerinin hem rekabet güçlerini hem de karlılıklarını arttırabilmek için yüksek performans gösteren çalışanlara ihtiyacı vardır. Çalışanların kendilerinden beklenilen performansı gösterebilmeleri kişilik özellikleri, işe yönelik yatkınlıkları ve grup ortamında gösterecekleri davranışlara göre değişebilmektedir. Özellikle de misafir ile yüzyüze iletişimin ağırlıkta olduğu konaklama işletmeleri çalışanlarının sergiledikleri davranışlar, hem çevresel hem de genetik faktörlerden etkilenerek oluşan kişilik özelliklerine göre farklılaşabilmektedir. Çalışmada konaklama işletmesi çalışanlarının kişilik özellikleri hizmet verme yatkınlıkları ve sosyal kaytarma davranışları arasındaki ilişkiler incelenmiştir.
Bu amaçla Trakya Bölgesi’nde yer alan 62 konaklama işletmesinde çalışan 292 katılımcıdan elde edilen veriler analiz edilmiştir. Korelasyon analizi sonucunda hizmet verme yatkınlığı ile sosyal kaytarma arasında ilişkiye rastlanmamış ancak hizmet verme yatkınlığı ile kişilik özellikleri (dışa dönüklük hariç) ve bazı kişilik özellikleri (nevrotiklik ve gelişime açıklık) ile de sosyal kaytarma arasında ilişkiler söz konusudur. Path analizi sonucunda hizmet verme yatkınlığının gelişime açıklık kişilik özelliğini olumlu yönde, nevrotik kişilik özelliğini ise negatif yönde etkilediği görülmüştür. Ayrıca sosyal kaytarma bağımlı değişkeninin nedensellik ilişkisi açısından hem gelişime açıklık hem de nevrotik kişilik özelliğinden pozitif yönde etkilendiği anlaşılmaktadır.

Anahtar Kelimeler

Kişilik, Beş Faktör Kişilik Özellikleri,, Hizmet Verme Yatkınlığı,, Sosyal Kaytarma Davranışı,, Konaklama İşletmeleri

THE RELATIONSHIPS BETWEEN PERSONALITY TRAITS, SERVICE ORIENTATIONS AND SOCIAL LOAFING BEHAVIORS: A RESEARCH ON THE ACCOMODATION ESTABLISHMENTS IN THRACE REGION

Öz

Accommodation establishments in which labor-intensive production occurs need high-performing employees to increase both their competitiveness and profitability. The employee’s ability to show expected performance may vary according to their personality traits, professional orientations and behaviors in the group environment. The behaviors of the employees in the accommodation establishments where face-to-face communication with the guest is dominant may change depending on personality traits that are influenced from both environmental and genetic factors. The study examined the relationships between the personality traits, service orientations and social loafing behaviors of the employees in the accommodation establishment.
Therefore, the data obtained from 292 participants working in 62 accommodation establishments in Thrace Region were analyzed. As a result of the correlation analysis, no relationship was found between service orientation and social loafing but there were relationships between service orientation and personality traits (excluding extroversion), and some personality traits (neuroticism and openness) and social loafing. The result of the path analysis has showed that service orientation affects openness personality trait positively, but neuroticism personality trait negatively. Also, it is understood that social loafing, the dependent variable, is positively affected by both openness and neuroticism personality traits in terms of causality.

Anahtar Kelimeler

Personality, Five-Factor Personality Traits,, Service Orientation,, Social Loafing Behaviors,, Accomodation Establishments.

Kaynakça

• Ashill, N. J., Semaan, R. W., Gibbsi, T. and Gazley, A. (2020). “Personality trait determinants of frontline employee customer orientation and job performance: a Russian study”, International Journal of Bank Marketing, 38(5),1215-1234.
• Baird B.M, Le K, Lucas RE. (2006). “On the nature of intraindividual personality variability: Reliability, validity, and associations with well-being”. Journal of Personality and Social Psychology, 90, 512–527.
• Balcı, O. (2017). Kalabalıkta saklanma: sosyal kaytarmacılık, Akademik Sosyal Araştırmalar Dergisi, Yıl: 5, Sayı: 46 , 373-387.
• Baranczuk, U. (2019). “The five factor model of personality and emotion regulation: a meta-analysis”, Personality and Individual Differences, Vol. 139 No. 1, pp. 217-227.
• Baysinger, M.A. (2011). Workgroup climate, team ksaos, and social pereptions: when do shared perceptıons and group characterıstıcs lead to dysfunctıonal outcomes?, (Purdue University, The Degree of Doctor of Philosophy), West Lafayette, Indiana.
• Bean, A.M. (2015). Video gamers’ personas: a five factor study exploring personality elements of the video gamer, (Pasifica Graduate Institude, The Degree of Doctor of Philosophy), California.
• Benet-Martiez, V. ve John, O.P. (1998). “Los cinco grandes across cultures and ethnic groups: multitrait multimethod analyses of the big five in Spanish and English”, Journal of Personality and Social Psychology, 75(3), 729-750.
• Caemmerer, B. ve Wilson, A. (2011). “An exploration of the service orientation discrepancy phenomenon in a public sector context”, The Service Industries Journal, 31(3), 355–370.
• Carraher, S., Parnell, J.A. ve Spillan, J.E. (2009). “Customer service-orientation of small retail business owners in Austria”, The Czech Republic, Hungary, Latvia, Slovakia, And Slovenia, Baltic Journal of Management, 4(3), 251-268.
• Chait, H.N., Carraher, S.M. ve Buckley, R.M. (2000). “Measuring service orientation with biodata”, Journal of Managerial Issues, 12(1), 109-120.
• Chang, Y., Hou, Ru-J., Wang, K., Cui, A.P., and Zhang Chu-B. (2020). “Effects of ıntrinsic and extrinsic motivation on social loafing in online travel communities”, Computers in Human Behavior, 109, 106309, 1-9.
• Church, M.K. (1993). Invastigation and measurement of personality structure ın a non-western culture: relating ındigenous philippine dimensions to the big five model, (Washington State University, The Degree of Doctor), ABD.
• Cohen, C.J. (1988). Social loafing and personality: the effects of ındividual differences on collective performance, (Fordham University, The Department Of Psychology, The Degree of Doctor Philosophy), New York.
• Costen, W.M., ve Barrash, D.I. (2006). “ACE-ing the hiring process: a customer service orientation model”, Journal of Human Resources in Hospitality & Tourism, 5(1), 35-49.
• Çokluk, Ö., Şekercioğlu, G. ve Büyüköztürk, Ş. (2012). Sosyal bilimler için çok değişkenli istatistik SPSS ve LISREL Uygulamaları, Pegem Akademi, 2.Baskı.
• Doğan, T. (2013). Beş faktör kişilik özellikleri ve öznel iyi oluş, Doğuş Üniversitesi Dergisi, Niğde Üniversitesi, Eğitim Fakültesi, 14 (1), 56-64.
• Donahue E.M. ve Harary K. (1998). “The patterned ınconsistency of traits: mapping the differential effects of social roles on self-perceptions of the big five”, Personality and Social Psychology Bulletin, 24, 610–619.
• Engler, B. (2009). Personality teories, Houghton Mifflin Harcourt Publishing Company, 8. Baskı, New York.
• Fleeson W. (2001). “Toward a structure- and process-ıntegrated view of personality: traits as density distributions of states”. Journal of Personality and Social Psychology, 80, 1011–1027.
• Fleeson W., Leicht C. (2006). “On delineating and ıntegrating the study of variability and stability in personality psychology: ınterpersonal trust as ıllustration”. Journal of Research in Personality, 40, 5–20.
• Fleeson W., Malanos A.B. ve Achille N.M. (2002). “An intraindividual process approach to the relationship between extraversion and positive affect: ıs acting extraverted as “good” as being extraverted?”, Journal of Personality and Social Psychology, 83, 1409–1422.
• Frei, R.L. ve McDaniel, M.A. (1998). “Validity of customer service measures in personnel selection: a review of criterion and construct evidence”, Human Performance, 11(1), 1-27.
• Frimbong, K. (2014). “Service orientation in delivery: perspectives from employees, customers, and managers”, Taylor ve Francis Group, Services Marketing Quarterly, 35, 54–67.
• Goldberg, L.R. (1990). “An alternative "description of personality": the big-five factor structure”, Journal of Personality and Social Psychologs, University of Oregon and Oregon Research Institute, 59(6), 1216-1229.
• Harcum, R.E., ve Badura, L.L. (2001). “Social loafing as response to an appraisal of appropriate effort, the college of william and mary”, The Journal Of Psyhology, Williamsburg, 124(6), 629-637.
• Hoffman, R.G. (1992). “Overcoming social loafing through goal setting and feedback”, (Hofstra University, The Degree of Psychology), New York.
• Homburg, C., Hoyer, W.D. ve Fassnacht, M. (2002). “Service orientation of a retailer's business strategy: dimensions, antecedents, and performance outcomes”, Journal of Marketing, 66(4 ), 86-101.
• Horney, K. (1999). Psikanalizde yeni yollar, Budak, Selçuk (Çeviren), Öteki Psikoloji Dizisi, Ankara.
• Huang, J.L. ve Ryan, A.M. (2011). “Beyond personality traits: a study of personality states and situational contingencies in customer service jobs”, Personnel Psychology, 64(2), 451-488.
• Hurley, R.F. (1998). “Customer service behavior in retail settings: a study of the effect of service provider personality”, Journal of the Academy of Marketing Science, 26 (2), 115-127.
• Jayawardhena, C., Farrell, A.M., ve Sharma, A. (2008). “The ımpact of employees’ customer orientation and service orientation behaviors on customers’ service evaluation”, Academy of Marketing Science Conference (AMS), Vancouver, 1-20.
• Kandler, C. ve Papendick, M. (2017). “Behavior genetics and personality development: a methodological and meta-analytic review”, in Specht, J. (Ed.), Personality Development Across The Lifespan, Elsevier Academic Press, San Diego, CA, pp. 473-495.
• Kalaycı, Ş. (2010). SPSS uygulamalı çok değişkenli istatistik teknikleri, Asil Yayın Dağıtım.
• Koca, E. (2016). Okul yöneticilerinin kişilik özellikleri ile mesleki doyum düzeyleri arasındaki ilişki, (Marmara Üniversitesi, Eğitim Yönetimi ve Denetimi Bilim Dalı, Basılmamış Yüksek Lisans Tezi), İstanbul.
• Kuşluvan, S. ve Eren, D. (2011). “İşgörenlerin kişilik özelliği olarak hizmet verme yatkınlığı ve ölçümü: bir literatür taraması”, Anatolia: Turizm Araştırmaları Dergisi, 22(2), 139-153.
• Latane, B., Williams, K. ve Harkins, S. (1979). “Many hands make light the work: the causes and consequences of social loafing”, Journal of Personality and Social Psychology, 37(6), 822-832.
• Lee, J.H.J. ve Ok, C.M. (2015). “ Examination of factors affecting hotel employees’ service orientation: an emotional labor perspective”, Journal of Hospitality & Tourism Research, 39(4), 437–468.
• Lee, Y., Nam, J., Park, D. ve Ah Lee, K. (2006). “What factors influence customer‐oriented prosocial behavior of customer‐contact employees?”, Journal of Services Marketing, 20(4), 251-264.
• Lytle, R.S. ve Timmerman, J.E. (2006). “Service orientation and performance: an organizational perspective”, Journal Of Services Marketing, 20(2), 136-147.
• Mechinda, P. and Patterson, P.G. (2011). “The impact of service climate and service provider personality on employees' customer‐oriented behavior in a high‐contact setting”, Journal of Services Marketing, 25(2), 101-113.
• Mercado, B.K., Giordano, C. and Dilchert, S. (2017). “A meta-analytic investigation of cyberloafing”, Career Development International, 22(5), 546-564.
• Meydan, C. H., ve Şeşen, H. (2011). Yapısal eşitlik modellemesi ve AMOS uygulamaları. Ankara, Detay Yayıncılık.
• Mohan, G. ve Mulla, Z.R. (2013). “Openness to experience and work outcomes: exploring the moderating effects of conscientiousness and job complexity”, Great Lakes Herald, 7(2), 18-36, Mumbai.
• Muilenburg-Trevino, E.M. (2009). A psychometrıc study of work engagement ın an American sample, (Oklahoma University, The Degree Of Psychology), United States.
• Myers, D.G. (2017). Social psycology, Akfırat, Serap (Çeviren), Nobel Yayınları, 10. Basımdan Çeviri, Mc Graw Hill.
• Nelson, K.W. (2011). Motivation and personality: an examination of the big five personality trait factors and their relationship with sales performance ın a non-cash ıncentive program, (The Degree Doctor of Philosophy, Capella University), USA.
• Pabico, J. P., Hermocilla, J. A. C., Galang, J. P. C. ve De Sagun, C. D. (2008). “Perceived social loafing in undergraduate software engineering teams”, Philippine Information Technology Journal, (1)2, 22-28.
• Paulhus, D.L., and Martin, C.L. (1988). “Functional flexibility: a new conception of ınterpersonal flexibility”, Journal of Ptereonality and Social Psychology, 55(1), 88-101.
• Robbins, S.P. ve Judge, T. (2013). Organizational Behavior, 15. Edition, England.
• Rogelberg, S.G., Barnes-Farrell, J.L. ve Creamer, V. (1999). “Customer service behavior: the ınteraction of service predisposition and job characteristics”, Journal Of Business And Psychology, 13(3), 421-435.
• Rosse, J. G., Miller, H. ve Barnes, L. K. (1991). “Combining personality and cognitive ability predictors for hiring service-oriented employees”, Journal Of Business And Psychology, 5(4), 431-445.
• Schippers, M.C. (2014). “Social loafing tendencies and team performance: the compensating effect of agreeableness and conscientiousness”, Academy of Management Learning & Education, 13(1), 62–81.
• Schultz, D.P. ve Schultz, S.E. (2005). Theories of personality, 8. Edition, America.
• Serçeoğlu, N. (2015). Konaklama işletmelerinde çalışan personelin işkoliklik eğilimleri ile hizmet odaklılık ilişkisi: TRA1 bölgesinde bir araştırma, (Atatürk Üniversitesi, Sosyal Bilimler Enstitüsü, Turizm İşletmeciliği ve Otelcilik Anabilim Dalı, Basılmamış Doktora Tezi), Erzurum.
• Seymen, O., Bolat, T., Bolat, O.İ. ve Kinter, O. (2017). “Turizm sektöründe çalışma koşulları algısı, hizmet verme yatkınlığı ve mesleki yabancılaşma ilişkisi: turizm eğitimi alan öğrenciler açısından bir değerlendirme”, MANAS Sosyal Araştırmalar Dergisi, 6(3), 401-430.
• Silah, M. (2001). Çalışma psikolojisi, Selim Kitabevi, 1. Baskı, Ankara.
• Snyder, M. (1974). “Self-monitoring of expressive behavior”. Journal of Personality and Social Psychology, 30, 526–537.
• Tan, H. H. ve Tan, M.L. (2008). “Organizational citizenship behavior and social loafing: the role of personality, motives, and contextual factors”, The Journal of Psychology; Provincetown, 142(1): 89-108.
• Varghese, L., ve Barber, L.K. (2017). A preliminary study exploring moderating effects of role stressors on the relationship between big five personality traits and workplace cyberloafing, Cyberpsychology: Journal of Psychosocial Research on Cyberspace, 11(4).
• Wagstaff, J.B. (1998). Personality: a cognitive approach, psychology focus, London, New York.
• Ziapour, A., Zokarei, A.H., Javid, N.M., Javid, P.M., Javid, N.M. ve Pour, B.H. (2015). “Association between personality traits and social laziness: (Case Study: Staff of Kermanshah University of Medical Sciences in 2014)”, Technical Journal of Engineering and Applied Sciences, 5 (1), 49-54.