İş Temelli Sosyal Destek Algısının Müşteri Problem Çözme Davranışına Etkisinde Mesleki Özyeterlilik Algısının Rolü: Otel İşletmeleri Örneği (The Role of Occupational Self-Efficacy in the Effect of Work-Based Social Support on Customer Problem Solving Behavior: The Case of Hotel Businesses)
DOI:
https://doi.org/10.21325/jotags.2025.1699Keywords:
Work-based social support, Occupational self-efficacy, Problem solving behavior, Hotel businessesAbstract
This study aims to examine the role of occupational self-efficacy in the effect of work-based social support on employees’ problem solving behavior. For this purpose, data were collected from hotels in Istanbul through scales obtained from the literature and these relationships were tested. The research population consists of 4 and 5 star hotel employees in Istanbul. PROCESS Macro (Model 4) was used to test the relationships examined in the research. According to the evidence obtained, the perception of work-based social support consisting of managerial support, employee support and organizational support significantly positively affects both employees’ perceptions of occupational self-efficacy and problem-solving behaviors. Moreover, occupational self-efficacy mediates the relationship between work-based social support and employees’ customer problem solving behavior.
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