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Kültürel zekânın kariyer yetkinlikleri ve müşteri odaklı hizmet davranışları üzerindeki etkisi

The effect of cultural intelligence on career competencies and customer-oriented service behaviors

Journal Name:

  • İstanbul Üniversitesi İşletme Fakültesi Dergisi

Publication Year:

  • 2014

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
This study investigates the effect of cultural intelligence on career competencies and customer-oriented service behaviors. In the literature, studies suggest that individual factors as important determinants or precursors of customer-oriented service behaviors and career competencies. Accordingly, this study aims to investigate one of the individual factors called as a cultural intelligence which is expected to affect employee’s customer-oriented service behaviors and career competencies. For this purpose, 306 employees who are working in five-star international hotels in Istanbul participated in the study. In this respect descriptive statistics, independent samples t-tests, confirmatory factor analysis, and the structural equation modelling applied to the data obtained from employees in hotel establishments. Based on the findings, significant relationships have been observed between cultural intelligence and career competencies. However, cultural intelligence is found out to have effect on employee’s role prescribed customer-oriented and extra role customer-oriented service behaviors. In addition, employee’s customer-oriented service behaviors differ to the degree of cultural intelligence scores.
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Abstract (Original Language): 
Bu çalışmada kültürel zekanın kariyer yetkinlikleri ve müşteri odaklı hizmet davranışları üzerindeki etkisinin incelenmesi amaçlanmıştır. Literatürdeki çalışmalarda kariyer yetkinlikleri ve müşteri odaklı hizmet davranışları bireysel faktörlerle ilişkilendirilmektedir. Bu doğrultuda çalışmada, kariyer yetkinlikleri ve müşteri odaklı hizmet davranışları üzerinde etkili olması beklenen ve bireysel faktörlerden birisi olarak nitelendirilen kültürel zekâ ele alınmıştır. Araştırmanın kapsamını İstanbul’da faaliyet gösteren 5 yıldızlı uluslararası otel işletmelerinin 306 çalışanı oluşturmaktadır. Otel çalışanlarından elde edilen veriler tanımlayıcı istatistikler, bağımsız gruplar t testi, doğrulayıcı faktör analizi ve yapısal eşitlik modellemesi vasıtasıyla değerlendirilmiştir. Elde edilen bulgura göre, kültürel zekâ ile kariyer yetkinlikleri arasında anlamlı bir ilişki vardır. Bununla birlikte, kültürel zekâ işgörenlerin rol tanımlı ve rol ötesi müşteri odaklı hizmet davranışı sergilemelerini etkilemektedir. Ayrıca işgörenlerin müşteri odaklı hizmet davranışlarının kültürel zekâ skorlarına göre farklılık gösterdiği görülmektedir.
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