Theses supervised by Hüseyin Araslı
13 theses · Eastern Mediterranean University
The Effect of Authentic Leadership on Turnover Intention in the Hotel Industry: The Mediation Role of Job Insecurity
The current thesis tries to examine the relationship between authentic leadership, job insecurity and turnover intention in the hospitality industry. The research would also to examine job insecurity’s mediation role on authentic leadership and turnover intention. The research model which is offed by this study was tested through the data collection among the front line employees working in four and five-star hotels in Tehran, Iran. Data were collected in summer 2017 from 247 employees who accept to participate voluntarily in the survey. Participants were from different sections such as frontline office, food and beverage, and housekeeping departments, all these employees had direct and efficient contact with the customers. By considering the result and the previous literature authentic leadership has a negative effect on turnover intention and job insecurity which help to decrease job insecurity’s perception and the level of turnover intention. The result shows the positive effect of job insecurity on turnover intention. The mediation effect of this variable on authentic leadership and turnover intention is approved as well. Keywords: Authentic Leadership, Turnover Intention, Job Insecurity, Hotel, Iran
Serial Mediation Mechanism of Service Innovative Behaviours in the Hotel Industry: Effects of Constructive Leadership, Psychological Safety and Engagement in Creative Works
This thesis aims to examine the influence of constructive leadership practices on the service innovative behaviors of hotel employees by a serial mediation system that treats employee psychological safety and employee creativity as mediators. Empirical data were collected from full-time frontline hotel employees in Antalya, Turkey. By using both convenience and judgmental sampling methods, this study included 357 hotel employees. The results provide empirical evidence for all suggested hypothesized associations. In particular, the findings display that psychological safety and engagement in creative work tasks play intervening roles (in the form of a chain) in the indirect influence of constructive leadership on employee perceptions regarding their service innovative culture. The current work provides practical contributions for hotel industry professionals who are in the treatment of implementing psychological safety and employee creativity, in order to establish innovative service culture in the hotel setting. This thesis is among the first studies to investigate a serial mediation model to analyze which constructive leadership practices influence their innovative service culture.
The Effect of Nepotism/ Favoritism on Flight Attendant’s Emotional Exhaustion and Job Performance: The Moderating Role of Psychological Capital
This study proposes and examines a conceptual model that is supported by the Conservation of Resources (COR) theory. The model tests the effect of nepotism/favoritism on flight attendant’s emotional exhaustion and job performance. And it tests emotional exhaustion as a mediator in the relationship between nepotism/favoritism and job performance. Likewise, the model investigates the moderating role of psychological capital between emotional exhaustion and job performance. Data obtained from arriving and departing flight attendants at Queen Alia International Airport (QAIA) in Jordan, to measure the mentioned relationships by using SPSS version 22. The outcomes from the correlation and regression analysis suggest that all relationships were significant. The outcomes also present that nepotism/favoritism has positive effect to emotional exhaustion and negative effect to job performance. The outcomes further suggest that the mediation role of emotional exhaustion is rejected. Interestingly, the outcomes propose that psychological capital is fully moderating the relationship between emotional exhaustion and job performance. The results were discussed, and the recommendations were given to the management to enhance the level of psychological capital and to follow the true human resource practices in recruitment and selection. Limitations and future studies were discussed. Keywords: Nepotism/Favoritism, Emotional Exhaustion, Job Performance, Psychological Capital, Flight Attendants, Jordan.
Effects of Emotional Intelligence on Performance Outcomes: Some Empirical Evidence from Four and Five Star Hotels in Northern Cyprus
This study aimed to analyze the Emotional Intelligence (EI) in reference to the set of skills by hypothesizing different constructs for the purpose of contribution to the accurate appraisal and assessment of emotion in oneself and in others. The assumption is that the effective management of emotion in self and others can enhance individual’s job performance. In the meantime, this study examines Extra-Role Customer Service and Creative Performance as two variables that can affect job performance. The current study is designed to examine the impact of EI on job performance among front-line employees of four and five star hotels in Northern Cyprus. A quantitative survey research method based on judgmental sampling has been administered to front-line employees in the summer of 2016. The findings of the research revealed that four dimensions of emotional intelligence: (i) self-emotional appraisal, (ii) appraisal of others’ emotion, (iii) regulation of emotion, and (iv) use of emotion, have positive and significant relationship with extra-role customer service and creative performance. Thus, the results suggest that employees with high level of EI have higher job performance. Managerial implications and propositions are highlighted for further researches. Keywords: Emotional Intelligence (EI), Job Performance, Extra-role Customer Service, Creative Performance, Hotel front-line employees.
The Impact of Servant Leadership on Job Outcomes: The Mediating Role of Work Engagement
This thesis explore the relations between servant leadership with work engagement, extra role behavior and job burnout. It can also be used to examine the mediation effect of work engagement on the relations between servant leadership and extra role behavior, servant leadership and job burnout. The suggested model was tested by data collection from hotel employees working in the front line of the hotel in Antalya, Turkey. 219 employees behind the counters from four and five stars hotels accepted to take part in the survey during the summer 2014. These employees were selected from frontline office, food and beverage, and housekeeping departments that have the capabilities to interact efficiently with customers. According to the results, servant leadership increases employee‟s work engagement and extra role behavior and decreases employees‟ burnout. Work engagement has positive relations with extra role behavior and negative relations with job burnout. Work engagement has a mediation effect on the relations that exist between servant leadership, extra role behavior and servant leadership with job burnout. Keywords: Servant Leadership, Frontline employees, Extra Role Behavior, Work engagement, Job Burnout.
Job Embeddedness of Immigrant Employees in the Hotel Industry: Effects of Job Crafting, Psychological Capital and Work Engagement
This thesis explores the influence of job crafting (JC) on migrant employees’ and its sensitivities on job embeddedness (JE) with the application of a serial mediation mechanism which takes into consideration the psychological capital and their work engagement as mediators. The data for this study was collected from immigrant employees in the hotel sector in North Cyprus. Both convenience and judgmental sampling techniques made up of 572 dyads were used. The findings of this study reveal that immigrant employees’ psychological capital and their work engagement has a mediating effect on the relationships between organisational crafting and the perceptions of employees’ job embeddedness. This thesis will serve as a substantial research evidence and tool for managers/owners in the hospitality industry for the purpose of retaining, engaging and embedding immigrant employees. The novelty of this study is the fact that it analyses the work environment and conditions where organisational job crafting affects job embeddedness to determine the perceptions of immigrant employees using a serial mediation model. Keywords: Job crafting; immigrant employees; psychological safety; work engagement; job embeddednes
Effects of Favoritism on Turnover Intention via Customer, Coworker and Supervisor Incivilities: An Empirical Study on Bangladesh Hotels
The growing competition in the service industry insists the management be attentive to managing human resources, training and appoint innovative talent to help the organization to be the successful hospitality industry. And the frontline employees are maintaining the essential role to provide the top level of service to the customers in the competitive service atmosphere. But unfortunately, frontline employees faced favoritism and incivilities from customer, coworker, and supervisor because of the organizational unfair environment, inequality treatment. Therefore this research focuses on effects of favoritism on turnover intention of frontline employees in Dhaka hotel industry. The deductive approach (quantitative method) was used to measure the result. The results of this study demonstrate that to do proper use of frontline employees, HRM needs to develop the situation through awareness, punishment and proper training of organizational behavior, as well as government should apply rules and regulation to prevent uncivil behaviors in organizational and control favoritism. In addition, management implications are provided based on the results of the study, and information regarding the limitations of the study as well as implications for future researchers are presented in the thesis. Keywords: Favoritism, customer incivilities, coworker incivilities, supervisor incivilities, turnover intention, human resource management, Dhaka, Bangladesh
Effect of Favoritism on Service Recovery Performance in 3 and 4 Star Hotels in North Cyprus
The purpose of this study is to investigate effects of favouritism (FA) on beneficiary employees’ service recovery performance (SRP) through mediating roles of both Job Security (JSEC)and Job Satisfaction(JS) in family-run hotel organizations in 3- 4 star hotels in North Cyprus. In addition, this study has offered a unique theoretical contribution to existing research on customer perceptions of service recovery performance in a favoritistic hospitality setting by testing the serial mediation model. Social Identity theory (SIT), this study examines effects of favouritism on service recovery performance from the perspective of beneficiaries of favoritism, which seems to have been conducted for the first time in 3 and 4 star hotels in North Cyprus. Thus, this is a significant gap that needs to be addressed, as these relationships were not investigated before. Consequently, the sample consisted of 184 frontline employees and 118 customers who got service from them in each hotel by questionnaires distributed to full-time hotel employees and customers. The findings showed that favouritism is positively related to JSEC of beneficiary employees, and a positive relationship between JSEC and employee JS. In contrast, the study revealed the negative effect of FA on SRP from the perspective of beneficiaries indirectly. It also revealed negative effects of beneficiary employees’ JSEC and JS feelings directly on their SRP. Keywords: favouritism, job security, job satisfaction and service recovery performance.
Örgütsel Dışlanma Algısının Hizmeti Sabote Etme Niyeti Üzerine Etkisinde Ahlaki Uzaklaşmanın Aracı Rolü: KKTC Otelcilik Sektörü Üzerine Bir Araştırma
ÖZ: Bireyler, çalıştıkları iş yerlerinde ait olma hissine sahip olmak isterler. Yani, kişinin aynı olmayan topluluklara katılma ve şahsını o grup veya topluluklara kabul ettirme çabası göstermesine yol açmaktadır. Bu sebeple, kişilerin iş ortamı ya da çalıştıkları işletmedeki tutum, davranış ve ilişkileri, kurumun içinde meydana gelen grup ve alt gruplar tarafından kabul edilmesi kişilerin hem özel hayatına hem de iş hayatındaki ilişkilerine yansıyacağı gibi, kurum perspektifinden; gruplar arası iletişim, çalşanların bireysel performansları üzerinde etkili olabileceği gibi kurum verim ve performansınıda doğrudan veya dolaylı olarak etkileyecektir. Bu bağlamda araştırmada, turizm sektörü içinde yer alan otel işletmeleri çalışanlarının örgütsel dışlanma (ostracism) algılarının, ahlaki uzaklaşma davranışları ve hizmeti sabote etme niyeti üzerindeki etkisinin belirlenmesi amaçlanmaktadır. Veri toplama aşamasında sekiz otelle bağlantı kurulmuş, otellerden yedi tanesi çalışmada bir sakınca görmeyip anket dağıtımı konusunda izinleri alınmıştır. Katılımcılara anket soruları otel yöneticilerinin gösterdiği otele ait bir toplantı salonunda araştırmacılar tarafından yüz yüze dağıtılmıştır. Toplamda yedi konaklama tesisinin ön büro ve yiyecek içecek departmanı çalışanlarından toplam 200 adet anket toplanmıştır. Kolayda örnekleme tekniği kullanılmıştır. Çalışma hipotezlerini deneysel olarak test etmek için yapısal eşitlik modeli kullanılmıştır. Ek olarak, araştırma, ahlaki uzaklaşmanın işyerinde dışlanma ve hizmet sabotajı etme niyeti arasındaki ilişki üzerindeki aracılık etkisini ölçmek için Preacher ve Hayes arabuluculuk analizlerini kullanılmıştır. Araştırma bulguları örgütsel dışlanmanın, ahlaki uzaklaşma ve hizmeti sabote etme niyeti üzerinde pozitif ve anlamlı bir ilişki olduğunu göstermektedir. Ayrıca, ahlaki uzaklaşma, örgütsel dışlanma ve hizmeti sabote etme niyeti arasında aracı rolü görmektedir. Anahtar Kelimeler: işyerinde dışlanma, ahlaki uzaklaşma, hizmeti sabote etme niyeti, otel çalışanları
Do Social Stressors Moderate the Effect of Polychronicity on Job Performance? Evidence from Four and Five-Star Hotels
Polychronicity refers to the extent to which people prefer to be engaged in two or more tasks or events at the same time and believe their preference is the best way to do things. The present empirical study developed and tested a model that examined the effect of polychronicity on frontline employees’ job performance in hotel industry; and at the same time, the moderating effects of supervisor, coworker and customer incivility as stressors is considered in the relationship between polychronicity and employee’s job performance. Data was obtained from frontline employees in the four and five-star hotels in Northern Cyprus. The results suggest that polychronicity stimulate high employees’ job performance. Customer incivility negatively and significantly influences job performance. Customer incivility moderates the relationship between polychronicity and job performance. That is, high customer incivility weakens the positive relationship between polychronicity and job performance. Coworker incivility did not influence job performance. Coworker incivility failed to moderate the relationship between polychronicity and job performance. Supervisor incivility did not influence job performance. Supervisor incivility moderates the relationship between polychronicity and job performance. That is, high supervisor incivility weakens the positive relationship between polychronicity and employees’ job performance. Managerial implications and propositions to spark and guide future research are highlighted. Keywords: Polychronicity, Supervisor incivility, Coworker incivility, Customer incivility, Hotel frontline employees, Job performance.
Green Practices: The Experiences of Guests in EcoCentric Hotels in the UK
Researchers in the past has concentrated on hotel guests’ attitude and behavioural intention to adopt green practices, yet not many investigations have looked into guest perception. Also, despite the fact that researchers directed exploratory examinations about guest’s preference, the actual opinion from a green hotel guest has been rarely being investigated. In lieu of that the main purpose of this study is to identify how guests perceive quality of green service practices implemented by green hotels in the United Kingdom, and identifying which of these themes were linked with higher and lower value for money ratings. This research examines 10 eco-centric Hotel in UK from the perspective of the 1, 202 guests via mix content analysing of online review from TripAdvisor. The analyses were done using Leximancer 4.5. The result generated from the analyses reveal 7 themes which are: “Hotel Amenities”, “Services”, “Location”, “staff”, “Eco” (centric activities), “Value”, and “recommend/revisit” (intentions). Concepts related to high value for money rating are food, room, friendly and helpful while concept related to low value for money rating includes bathroom, water, mattress, bed, room, comfort, Wi-Fi, shower, light, clean, facilities (for disable) and attentive (staff). This research gave an in-depth perceptive to the experience of guest’s in green hotel, more also the research reveals the linkage of the main concept with guests’ value for money ratings and also recommendation and revisit intention. Keywords: Green practises, Content analysis, Green hotel, Value for money, Service quality User generated content.
Helal Destinasyon Bağlılığı: Azerbaycan Turizmi Üzerine Ampirik bir Değerlendirme
ÖZ:Modern çağımızda seyahat etmek bir ihtiyaç haline gelmiştir. Sosyal bir güç olarak kabul edilen turizm önemli gereksinimdir. Turizm pazarında son yıllarda büyük değişikler sağlayan helal turizm dünyada artık aranan bir turizm çeşidi olmuştur. Müslümanların yaşam tarzını belirleyen, İslam dini aynı zamanda seyahat faaliyetlerine de büyük oranda etki etmiştir. Bu çalışma, helal turizm pazarında faaliyet gösteren ve faaliyet göstermek isteyen işletmelere ne yapması gerektiği yönünde yol göstermek amacıyla yapılmıştır. Tez çalışması, helal turizmin Azerbaycan’da, Dünya’da önemi araştırılmış gereken bilgiler bu çalışmaya aktarılmıştır. Azerbaycan’da ilk kez yapılan bu çalışma, helal algılanan değerin helal güven üzerindeki pozitif etkisini ölçmek ve helal müşteri sadakatının oluşup oluşmadığını test etmektir. Bu araştırmada Azerbaycan Bakü’deki helal turizm pazarından helal tur paketleri satın alan Ortadoğu’lu Müslüman turistler incelenmiştir. Azerbaycan Bakü’ye seyahat eden Ortadoğu’lu Müslüman turistlerden 724 veri anket yöntemi ile toplanmıştır. Anahtar Kelimeler: Helal turizm, Dünya’da Turizm, Azerbaycan’ da turizm, Azerbaycan’da helal turizm, Ortadoğu’da turizm.
The Impact of Job Stress on Employee Creative Performance in the Hospitality Industry: The Moderating Effect of Psychological Capital A Study of Frontline Hotel Employees in North Cyprus
Creative performance is a significant part of frontline service jobs, since they can improve the whole process of service delivery through creativity and by bringing new ideas to the table. In the contemporary hospitality industry where competition among firms is severe, customers’ expectations for service have increased resulting in higher employee work expectations. Consequently, it is inevitable that these employees experience work-related stress in their work environment. Therefore, employers as well as employees need to rely on the new generation and untapped resources which are mostly referred to personal resources. Psychological capital as a second-order personality construct is considered as personal resource and capacity which they can draw on to help them combat against work-related stress and its consequent dysfunctions. Very little is known about psychological capital in the hospitality management literature. This study aims to fill in this void by linking psychological capital, work-related stress and creative performance as three important aspects of frontline hospitality jobs in a conceptual model. Optimism, Self-efficacy, resilience and hope were treated as the indicators of psychological capital. This study is conducted in 4 and 5 star hotels all located in north Cyprus. 300 questionnaires were distributed among frontline employees of these hotels and the rate of response was 62%, so final analysis was performed with 187 cases. The result of this study evidenced the significant negative effect of stress on creative performance. Furthermore, results revealed the significance of psychological capital as an important personal resource among frontline staff in hotels. All four indicators of psychological capital were negatively related to stress. Optimism and self-efficacy as two important components of psychological capital evidenced a moderating role between stress and creative performance. Keywords: psychological capital, creative performance, stress, hospitality industry, frontline employees