dc.contributor.advisor |
Tanova, Cem |
|
dc.contributor.author |
Romanenko, Tatyana |
|
dc.date.accessioned |
2020-02-24T07:47:20Z |
|
dc.date.available |
2020-02-24T07:47:20Z |
|
dc.date.issued |
2016-07 |
|
dc.date.submitted |
2016 |
|
dc.identifier.citation |
Romanenko, Tatyana. (2016). The Effect of Management Commitment to Service on Employee Service Behavior: The Mediating Role of Job Satisfaction. Thesis (M.A.), Eastern Mediterranean University, Institute of Graduate Studies and Research, Dept. of Business Administration, Famagusta: North Cyprus. |
en_US |
dc.identifier.uri |
http://hdl.handle.net/11129/4325 |
|
dc.description |
Master of Arts in Marketing Management. Thesis (M.A.)--Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration, 2016. Supervisor: Prof. Dr. Cem Tanova. |
en_US |
dc.description.abstract |
The airline industry is considered as one of the most competitive industries in the
service field. According to International Air Transportation Association (IATA),
more than 230 airlines actively operate all over the world. Kazakhstan is not an
exception. It has its own airline company, “Air Astana” has strengthened its position
not only in local but also in the international markets. Today, it can offer links to
more than 60 destinations and provides service in a high competitive environment.
“Air Astana” has been chosen as a case study as an airline service provider. Frontline
employees in the airlines were chosen as an object of the research. Organizational
commitment towards frontline employees was explored from the management point
of view and the following service behavior of employees was tracked. In order to
conduct the research, 91 employees, and their managers have been surveyed.
The role of service employees was exalted recently, and the necessity of employee
development as the service performer for the airline organizations became critical.
Because the quality of the service, that a company promises to the customers
depends on employee performance. Therefore, frontline employee performance is a
key factor for customer satisfaction and further loyalty.
In order to evaluate the employee job satisfaction and its influences on employee
service performance, much of this research has used the management commitment
initiatives. Several studies suggest that organizational support, reward,
empowerment, and training as the most significant indexes for job satisfaction and
further employee service behavior towards customers and co-workers. The lack of
the information about the impact of the management commitment to service
employees and its consequent outcome in employee`s attitudes and behaviors has not
received as much attention in the airline industry. As a result, it leads the current
study to compensate the information in the literature and to present the invaluable
resources for the management in the organizations.
Keywords: management commitment; job satisfaction, customer service behavior;
cooperation. |
en_US |
dc.description.abstract |
ÖZ:
Havayolu endüstrisi hizmet sektörünün en rekabetçi alanlarından biri haline gelmiştir.
Uluslararası Hava Ulaşım Birliği (IATA)’ya göre dünyada 230’dan fazla havayolu
şirketi faaliyet göstermektedir. Kazakistan da bu trendden etkilenmiştir. Air Astana
hem yerel hem de uluslararası piyasalarda güçlü varlığı ile ülkesini temsil etmektedir.
Bu gün 60’dan fazla destinasyona uçmakta ve bu rekabetçi ortamda hizmet
vermektedir.
Bu tezde Air Astana bir örnek olarak değerlendirilmiş ve yönetimin hizmet kalitesine
verdiği önemin çalışan tutum ve davranışlarına etkisi incelenmiştir. Çalışmada 91
çalışsan ve yöneticilerinden veri toplanmıştır.
Hizmet kalitesinin ancak çalışanların gayretleri ile sağlanabileceği gerçeği hizmet
çalışanlarının rolünün giderek daha da önem kazanmasını sağlamıştır. Bunun için
hizmet çalışanlarının performansları müşteri memnuniyeti ve bağlılığı için önemli bir
faktör haline gelmiştir.
Birçok araştırmada iş tatmininin çalışanların hizmet kalitesini nasıl etkilediği
incelenmiştir. Bu araştırmalarda yönetimin çalışanlara verdiği destek, ödüller,
güçlendirme ve eğitim iş tatmininin kaynakları olarak ele alınmıştır. Ancak yönetimin
hizmet kalitesine verdiği önem konusu ilgili literatürde çok fazla ilgi görmemiştir.
Tez literatürde bu boşluğu doldurmayı hedeflemektedir.
Anahtar kelimeler: yönetimin hizmet kalitesine verdiği önem; iş tatmini, hizmet
davranışları; iş birliği davranışları. |
en_US |
dc.language.iso |
eng |
en_US |
dc.publisher |
Eastern Mediterranean University (EMU) - Doğu Akdeniz Üniversitesi (DAÜ) |
en_US |
dc.rights |
info:eu-repo/semantics/openAccess |
en_US |
dc.subject |
Business Administration |
en_US |
dc.subject |
Marketing Management |
en_US |
dc.subject |
Air Sstana-Frontline Employees-Job satisfaction |
en_US |
dc.subject |
Organizational behavior-Employee motivation |
en_US |
dc.subject |
management commitment |
en_US |
dc.subject |
job satisfaction |
en_US |
dc.subject |
customer service behavior |
en_US |
dc.subject |
cooperation |
en_US |
dc.title |
The Effect of Management Commitment to Service on Employee Service Behavior: The Mediating Role of Job Satisfaction |
en_US |
dc.type |
masterThesis |
en_US |
dc.contributor.department |
Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration |
en_US |