Otel Çalışanlarının Farklı Yönetim Seviyelerine İlişkin Güven Duygularının Sadakat Üzerine Etkisi: Fethiye Örneği (The Effect of Hotel Employees' Trust in Managers Working in Different Management Levels on Employee Loyalty: The Case of Fethiye)

Erhan BOĞAN; Doğan ÇAPRAK

doi:10.21325/jotags.2020.635

Yazarlar

Erhan BOĞAN
Doğan ÇAPRAK

DOI:

https://doi.org/10.21325/jotags.2020.635

Anahtar Kelimeler:

Yönetime güven- Bilişsel güven- Duygusal güven- Çalışan sadakati- Otel işletmeleri

Öz

Bu çalışmanın amacı, otel çalışanlarının farklı yönetim kademelerinde çalışan amirlere olan güven düzeylerinin sadakatlerine olan etkisini ortaya koymaktır. Çalışmada veri toplama tekniği olarak anket kullanılmıştır. Çalışmanın verileri, Türkiye’nin önemli kıyı turizm destinasyonlarından biri olan Fethiye’de faaliyet gösteren dört ve beş yıldızlı otellerde çalışan 325 kişiden toplanmıştır. Çalışma kapsamında kurulan model, yapısal eşitlik modellemesinin kısmi en küçük kareler yöntemi ile test edilmiştir. Elde edilen bulgular, çalışanların departman müdürlerine ve şeflerine olan bilişsel güven düzeylerinin sadakatleri üzerine anlamlı pozitif bir etki oluşturduğunu göstermiştir. Ancak, departman müdürlerine ve şeflere olan duygusal güvenin çalışan sadakati üzerine anlamlı bir etkisinin olmadığı belirlenmiştir. Son olarak, şefe olan bilişsel güvenin departman müdürüne olan bilişsel güvene göre çalışan sadakati üzerinde daha etkili olduğu görülmüştür. Elde edilen bulgular tartışılmış, bulguların literatüre sağladığı katkı sunulmuştur. Son olarak bulgular doğrultusunda uygulamacılara öneriler geliştirilmiştir.

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