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

Yıl 2022, , 79 - 96, 30.03.2022

Çağrı İzci

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

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

Hizmet Oryantasyonluluk Duygusal Zeka Ego Durumları

Kaynakça

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Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Araştırma Makalesi
Yazarlar

Çağrı İzci 0000-0002-1271-9413

Yayımlanma Tarihi 30 Mart 2022
Yayımlandığı Sayı Yıl 2022

Kaynak Göster

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