Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü

Çağrı İzci

doi:10.52791/aksarayiibd.1066615

Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü

Öz

Bir hizmetin değerlendirilmesinde iletişim becerisi önemli bir unsurdur. Müşteri ile etkileşimin yoğun olarak yaşandığı otellerde çalışanların iletişim gücü, hizmetin etkinliğini ortaya çıkarmaktadır. Ayrıca, çalışanların duygu yönetimi de sunulan hizmetin başarısını etkileyen göstergelerden biridir. Buradan hareketle; araştırmanın amacı duygusal zeka ile hizmet oryantasyonluluğu ilişkisinde transaksiyonel analiz ego durumlarının düzenleyicilik etkisinin belirlenmesidir. Bu doğrultuda, Muğla ilinde faaliyet gösteren 4 ve 5 yıldızlı otel çalışanlarından anket uygulaması ile 960 veri toplanmıştır. Araştırma sonuçlarına göre; hizmet oryantasyonluluk üzerinde duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımının pozitif etkisinin olduğu saptanmıştır. Ayrıca, araştırmanın ana amacı doğrultusundaki analiz sonuçlarına göre; duygusal zeka boyutlarından başkalarının duygularını değerlendirme ve duyguların kullanımı ile hizmet oryantasyonluluk ilişkisinde doğal çocuk ve isyankar çocuk ego durumu haricinde tüm ego durumlarının (eleştirel ebeveyn, destekleyici ebeveyn, yetişkin, itaatkar çocuk) düzenleyici etkisi bulunmuştur.

Anahtar Kelimeler

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Details

Primary Language

Turkish

Subjects

Business Administration

Journal Section

Research Article

Authors

Çağrı İzci ^*
0000-0002-1271-9413
Türkiye

Publication Date

March 30, 2022

Submission Date

February 1, 2022

Acceptance Date

March 21, 2022

Published in Issue

Year 2022 Volume: 14 Number: 1

DOI

https://doi.org/10.52791/aksarayiibd.1066615

IZ

https://izlik.org/JA76LZ32YJ

Cite

RIS / Bibtex

APA

İzci, Ç. (2022). Duygusal Zeka ile Hizmet Oryantasyonluluk Arasındaki İlişkide Transaksiyonel Analiz Ego Durumlarının Düzenleyici Rolü. Aksaray Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 14(1), 79-96. https://doi.org/10.52791/aksarayiibd.1066615