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Teknostres ve İş Geriliminin Hizmet İnovasyon Davranışına Etkisi: Esnek Çalışma Düzenlemelerinin Aracılık Rolü

Year 2022, Volume: 8 Issue: 2, 540 - 557, 30.07.2022
https://doi.org/10.31592/aeusbed.1096614

Abstract

Örgütlerde aşırı iş yükü, teknolojik gelişmelere uyum sağlayamama, teknolojiye aşırı maruz kalma ve teknolojinin yoğun kullanımı gibi çeşitli sebeplerle işgörenler teknostrese ve iş gerilimine maruz kalmaktadır. Birey veya örgütün yeni, farklı, gelişmiş ürün ve hizmetleri geliştirmeye yönelik çabaları olarak ifade edilen hizmet inovasyon davranışı teknostres ve iş geriliminden olumsuz etkilenebilir. Esnek çalışma düzenlemeleri ise söz konusu olumsuzluklara ilişkin bir çözüm olabilir. Bu çalışmanın temel amacı, teknostres ve iş geriliminin hizmet inovasyon davranışına etkisinde esnek çalışma düzenlemelerinin aracılık rolünü tespit etmektir. Çalışmada nicel analiz yöntemi kullanılmaktadır. Çalışmanın örneklemini Kırıkkale ilindeki bir çağrı merkezinin işgörenleri oluşturmaktadır (n= 396). Çalışmadan elde edilen en önemli bulguya göre, esnek çalışma düzenlemelerinin, teknostresin hizmet inovasyon davranışına etkisinde ve iş geriliminin hizmet inovasyon davranışına etkisinde aracı etkiye sahip olduğu belirlenmiştir. Ayrıca teknostres ve iş geriliminin esnek çalışma düzenlemelerini pozitif, hizmet inovasyon davranışını negatif yönde; esnek çalışma düzenlemelerinin ise hizmet inovasyon davranışını pozitif yönde etkilediği tespit edilmiştir. Çalışmanın çağrı merkezi yöneticilerine ve literatüre katkıda bulunma niteliği taşıdığı düşünülmektedir.

References

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Year 2022, Volume: 8 Issue: 2, 540 - 557, 30.07.2022
https://doi.org/10.31592/aeusbed.1096614

Abstract

References

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  • ÇMD (2019). Türkiye çağrı merkezi pazarı 2019 verileri. https://www.cagrimerkezleridernegi.org/Public/Upload/Catalog/V3EXWU4L447QLVW.pdf, (Erişim: 04.06.2020)
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  • Demir, F. ve Gerşil, G. (2008). Çalışma hayatında esneklik ve Türk hukukunda esnek çalışma. Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 16(2), 68-89.
  • Doncevic, S. T., Romelsjö, A. and Theorell, T. (1998). Comparison of stress, job satisfaction, perseption of control, and health among district nurses in Stockholm and Prewar Zagrep. Scand J Soc Med,, 26(2), 106-114.
  • Dragano, N. and Lunau, T. (2020). Technostress at work and mental health: Concepts and research results. Current Opinion in Psychiatry, 33(4), 407-413.
  • Erdem, A. T. (2020). Ethical leadership, service innovation and psychological capital interaction: A research in Nevşehir hotel sector. Uluslararası Anadolu Sosyal Bilimler Dergisi, 5(2), 515-532.
  • Genç, N. (1994). Gerilim, kaynakları, belirtileri ve azaltıcı önlem ve teknikler. Atatürk Üniversitesi İİBF Dergisi, 10(3-4), 371-379.
  • Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. and Tatham, R. L. (2006). Multivariate data analysis (Vol. 6). Upper Saddle River, NJ: Pearson Prentice Hall.
  • Hjalager, A. M. (2010). A review of innovation research in tourism. Tourism Management, 31,1-12.
  • Hochwarter, W. A., Ferris, G. R., Gavin, M. B., Perrewé, P. L., Hall, A. T., Frink, D. D. (2007). Political skill as neutralizer of felt accountability-job tension effects on job performance ratings: A longitudinal investigation. Organizational Behavior and Human Decision Processes, 102, 226-239.
  • Hu, M. L. M., Horng, J.-S. and Christine, S. Y. H. (2009). Hospitality teams: Knowledge sharing and service innovation performance. Tourism Management, 30, 41–50.
  • Hudiburg, R. A. (1989). Psychology of computer use: VII. measuring technostress: computer-related stress. Psychological Reports, 64, 767-772
  • Hung, R. Y. Y., Lien, B. Y. H., Fang, S. C. and Mclean, G. N., (2010). Knowledge as a facilitator for enhancing innovation performance through total quality management. Total Quality Management, 21(4), 425-438.
  • Hussain, K., Konar, R. and Ali, F. (2016). Measuring service innovation performance through team culture and knowledge sharing behaviour in hotel services: A PLS approach. Procedia-Social and Behavioral Sciences, 224, 35-43.
  • Hussain, N., Zehou, S., Haq, M. A. and Anjum, Z. Z. (2014). Are flexible workings highly gendered with more women availing benefits than men?. European Journal of Business and Management, 6(9), 109-117.
  • Hyland, M. M. (1999). Flexibility in work arrangements: how availability, preferences and use affect business outcomes. Doctoral Thesis, Rutgers University, New Brunswick, New Jersey.
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Details

Primary Language Turkish
Journal Section Articles
Authors

Ethem Merdan 0000-0003-2528-2326

Himmet Karadal 0000-0002-8050-5564

Publication Date July 30, 2022
Submission Date March 31, 2022
Published in Issue Year 2022 Volume: 8 Issue: 2

Cite

APA Merdan, E., & Karadal, H. (2022). Teknostres ve İş Geriliminin Hizmet İnovasyon Davranışına Etkisi: Esnek Çalışma Düzenlemelerinin Aracılık Rolü. Ahi Evran Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 8(2), 540-557. https://doi.org/10.31592/aeusbed.1096614