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Dönüşümcü liderliğin işe angaje olma üzerindeki etkisi ve psikolojik güvenlik algısının aracı rolü
No full textHe external environment of organizations has become a state where systematic changes are experienced, seeking better performance and increasing conditions of competitiveness. This external environment requires organizations to acquire new skills for success, develop their communication networks with the internal and external environment, motivate employees both individually and as a group, and develop methods of obtaining and managing organizational information. In this rapidly changing environment, organizations should have a qualified organizational force as well as a strong organizational structure. Organizations that have skilled employees and can manage them effectively can survive in a competitive environment. Businesses that show the right leadership approaches to their employees and keep their psychological safety perceptions high are expected to have highly committed employees. In this study prepared from this point of view, the relationship between transformational leadership and work engagement was investigated and the mediating role of psychological safety was evaluated in this relationship. 155 employees working in a multinational company were included in the research. Sociodemographic Information Form, Transformational Leadership Scale, Psychological Safety Scale and Work Engagement Scale were applied to the participants. According to the findings obtained from the research, transformational leadership and psychological safety perception increase work engagement. Transformational leadership has a positive effect on the perception of psychological safety. According to Baron and Kenny (1986) model, the psychological security perception has a partial mediating role in the relationship between transformational leadership and work engagement. Keywords: Transformational leadership, psychological safety, work engagement.Turkish: Örgütlerin dış çevresi, daha iyi performans ve artan rekabet koşulları arayan sistematik değişikliklerin yaşandığı bir ortam haline gelmiştir. Bu dış ortam, kuruluşların başarı için yeni beceriler edinmelerini, iç ve dış ortamla iletişim ağlarını geliştirmelerini, çalışanları bireysel ve grup olarak motive etmelerini ve kurumsal bilgi edinme ve yönetme yöntemlerini geliştirmelerini gerektirir. Hızla değişen bu ortamda, örgütler güçlü bir organizasyon yapısının yanı sıra nitelikli bir işgören gücüne sahip olmalıdır. Yetenekli çalışanlara sahip olan ve onları etkin bir şekilde yönetebilen kuruluşlar rekabetçi bir ortamda hayatta kalabilirler. Çalışanlarına doğru liderlik yaklaşımlarını gösteren ve psikolojik güvenlik algılarını yüksek tutan işletmelerin yüksek derecede kararlı çalışanları olması beklenmektedir. Bu açıdan hazırlanan çalışmada, dönüşümcü liderlik ile iş katılımı arasındaki ilişki araştırılmış ve bu ilişkide psikolojik güvenliğin aracı rolü değerlendirilmiştir. Araştırmaya bir elektrik ve otomasyon şirketinde çalışan 155 işgören dahil edilmiştir. Katılımcılara Sosyodemografik Bilgi Formu, Dönüşümcü Liderlik Ölçeği, Psikolojik Güvenlik Ölçeği ve İşe Angaje Olma Ölçeği uygulanmıştır. Araştırmadan elde edilen bulgulara göre dönüşümcü liderlik ve psikolojik güvenlik algısı işe angaje olmayı artırmaktadır. Dönüşümcü liderliğin psikolojik güvenlik algısı üzerinde pozitif etkisi bulunmaktadır. Baron ve Kenny (1986) modeline göre yapılan aracı rol analizlerine göre ise psikolojik güvenlik algısı dönüşümcü liderlik ve işe angaje olma arasındaki ilişkide kısmi aracı role sahiptir. Anahtar kelimeler: Dönüşümcü liderlik, psikolojik güvenlik, işe angaje olma.The Yeditepe University Open Access System is a compilation of national and international indexed publications for the institutional archive of scientific publications prepared by Yeditepe University students (graduate, doctoral, and/or equivalent). Copyright and rights of use may belong to the authors and/or Yeditepe University.YÖK id number : 629526APPROVAL PAGE ..................................................................................................iPLAGIARISM..........................................................................................................iiABSTRACT.............................................................................................................iiiÖZET........................................................................................................................ivACKNOWLEDGEMENT.......................................................................................vTABLE OF CONTENTS........................................................................................viLIST OF TABLES ..................................................................................................ixLIST OF FIGURES .................................................................................................x1. INTRODUCTION................................................................................................11.1. Purpose of the Study .......................................................................................31.2. Importance of the Study ..................................................................................32. LITERATURE REVIEW....................................................................................52.1. Leadership Concept and Leadership Approaches..........................................52.1.1. Leadership Approaches............................................................................72.1.1.1. Characteristics Approach. .................................................................82.1.1.2. Behavioral Leadership Approach......................................................92.1.1.3. Contingency Leadership Approach.................................................132.1.1.4. Modern Leadership Approaches. ....................................................182.1.2. Transformational Leadership. ................................................................232.1.2.1. Transformational Leadership Studies. ............................................262.1.2.2. Characteristics of Transformational Leadership. ............................282.1.2.3. Dimensions of Transformational Leadership..................................29vii2.1.2.4. Contribution of Transformational Leadership to Management. .....352.2. The Concept of Psychological Safety............................................................362.2.1. The Concept of Trust and Psychological Safety....................................392.2.2. Factors Affecting the Concept of Psychological Safety. .......................402.2.2.1. Organizational Factors. ...................................................................402.2.2.2. Individual Factors and Personality Traits. ......................................412.2.3. Consequences of the Psychological Safety............................................422.3. Work Engagement.........................................................................................442.3.1. The Importance of Work Engagement...................................................492.3.2. Main Factors That Affect Work Engagement........................................523. METHODOLOGY.............................................................................................583.1. Model and Hypotheses..................................................................................583.2. Sample...........................................................................................................583.3. Data Collection Tools...................................................................................603.3.1 Demographics. ........................................................................................603.3.2. Transformational Leadership Scale. ......................................................603.3.3. Psychological Safety Scale. ...................................................................603.3.4. Work Engagement Scale........................................................................613.4. Data Analysis................................................................................................614. FINDINGS ..........................................................................................................644.1. Descriptive Statistics.....................................................................................644.2. Factor Analyses.............................................................................................654.2.1. Transformational Leadership Scale Factor Analysis. ............................654.2.2. Psychological Safety Scale Factor Analysis. .........................................684.2.3. Work Engagement Scale Exploratory Factor Analysis..........................694.3. Research Model with Dimensions.................................................................714.4. Hypothesis with Dimensions.........................................................................714.5. Hypothesis Testing ........................................................................................71viii4.5.1. Correlations............................................................................................714.5.2. Regression Analyses..............................................................................734.6. Differentiation of Variables According to Gender, Marital Status andEducation Level ...............................................................................................................785. CONCLUSION...................................................................................................805.1. Limitations of the Study.................................................................................835.2. Managerial Implications...............................................................................835.3. Suggestions for Future Research ..................................................................85REFERENCES.......................................................................................................86APPENDIX A: SURVEY FORM.......................................................................10
İnovasyonun şirket performansı üzerine etkisi: Bursa otomotiv sanayisi üzerine bir inceleme
No full textToday, most companies have difficulties in following and meeting customer expectations. In a fast-changing business environment, companies can achieve a sustainable competitive advantage only by increasing their performance. The importance given to innovation and the success of the implementation of innovation management can provide the companies means to improve their performance. The main purpose of this study is to determine whether innovation has any impact on company performance. The Innovation Scale developed by Gunday and his colleagues (2011) and the Company Performance Scale developed by Karabag (2008) are brought together to create a new scale to investigate the relationship between effectiveness of innovation and company performance. As a data collection tool, the researcher used the survey method. The target group decided by convenience is formed by the white-collar employees of companies operating in the automotive industry in the city of Bursa, Turkey. The sample consists of 160 employees from 59 different companies. As a result of the study, for the accessed sample, two important conclusions were obtained which showed the impact of innovation on company performance: (1) Marketing innovation has a statically positive impact on company performance; and (2) Process innovation has a statically positive impact on company performance. With this study, it is envisaged to reveal the impact of innovation on company performance and by bringing the existing research a step further, to contribute to future academic research.Turkish: Günümüzde firmalar müşteri beklentilerini takip etmekte ve karşılamakta zorluk yaşamaktadır. Değişen dünya koşulları ile firmaların uzun süre doğal rekabet ortamında rekabetçi pozisyonunda kalabilmeleri ancak performanslarını arttırabilmeleri ile mümkün olmaktadır. Firmaların performanslarını arttırabilmeleri, pazar paylarını koruyabilmeleri ve yeni pazar keşfi yapabilmeleri ise yenilik (inovasyon) ve yenilik yönetimine gerekli önemi vermeleri ile mümkün olmaktadır. Bu çalışmanın temel amacı, inovasyonun şirket performansı üzerinde herhangi bir etkisinin olup olmadığını tespit etmektir. Geçerliliği ve güvenilirliği sınanmış olan Gunday ve ark. (2011) tarafından geliştirilen İnovasyon Ölçeği ve Karabağ (2008) tarafından geliştirilen İşletme Performansı Ölçeği bir araya getirilerek yeni bir ölçek ortaya çıkarılmış, çalışmaya ilişkin verilerin elde edilmesi sürecinde bu ikili ölçeği içeren anket tekniğinden yararlanılmıştır. Araştırmanın örneklem grubunu Bursa İli'nde otomotiv sanayi sektöründe faaliyet gösteren 59 farklı firmanın toplamda 160 beyaz yaka çalışanı oluşturmaktadır. Gerçekleştirilmiş olan deneysel araştırmanın sonucunda, ulaşılmış olan örneklemde, inovasyonun şirket performansı üzerinde etkisini gösteren iki önemli sonuca ulaşılmıştır: (1) Pazarlama inovasyonunun şirket performansı üzerinde istatistiksel açıdan olumlu etkisi vardır. (2) Süreç inovasyonunun şirket performansı üzerinde istatistiksel açıdan olumlu etkisi vardır. Bu çalışma ile inovasyonun şirket performansı üzerine etkisini ortaya çıkarmak konusundaki mevcut çalışmalar ilerletilerek gelecek araştırmalara katkı sağlanması öngörülmüştür.The Yeditepe University Open Access System is a compilation of national and international indexed publications for the institutional archive of scientific publications prepared by Yeditepe University students (graduate, doctoral, and/or equivalent). Copyright and rights of use may belong to the authors and/or Yeditepe University.YÖK id number : 646497PLAGIARISM……………………………………………...………………………….i ABSTRACT……………………………………………………………..……………iii ÖZET .......................................................................................................................... iiii ACKNOWLEDGEMENTS .......................................................................................... iv TABLE OF CONTENT ................................................................................................. v LIST OF TABLES ........................................................................................................ ix LIST OF FIGURES ..................................................................................................... xii 1. INTRODUCTION ..................................................................................................... 1 2. LITERATURE REVIEW .......................................................................................... 4 2.1. Innovation Conceptual Framework .................................................................... 4 Definition of Innovation ......................................................................... 4 2.1.1.2.2. Importance of Innovation ................................................................................... 5 Importance of Innovation for National Economy .................................. 7 2.2.1. Importance of Innovation for Business .................................................. 8 2.2.2. Importance of Innovation for Society .................................................... 9 2.2.3.2.3. Innovation Source and Propagation ................................................................... 9 Innovation Source .................................................................................. 9 2.3.1.2.3.1.1. Internal Sources of Innovation ............................................... 10 2.3.1.2. External Sources of Innovation .............................................. 11 2.3.1.3. Other Sources of Innovation .................................................. 11 Degree of Innovation and Propagation ................................................. 14 2.3.2.2.4. Factors Affecting Innovation ........................................................................... 14 Organization Culture ............................................................................ 15 2.4.1. Vision ................................................................................................... 15 2.4.2. Leadership ............................................................................................ 16 2.4.3. Organizational Structure and Communication ..................................... 16 2.4.4.2.5. Types of Innovation ......................................................................................... 16 Product Innovation ............................................................................... 17 2.5.1. Process Innovation ............................................................................... 19 2.5.2. Marketing Innovation ........................................................................... 20 2.5.3.vi Organizational Innovation .................................................................... 22 2.5.4. Other Types of Innovation ................................................................... 23 2.5.5.2.6. Innovation Management................................................................................... 25 2.7. Innovation Management Process ..................................................................... 26 The Emergence of Need and Generating New Ideas ........................... 27 2.7.1. Development ........................................................................................ 28 2.7.2. Production and Commercialization ...................................................... 29 2.7.3.2.8. Contribution of Innovation Management to Business ..................................... 29 Increased Productivity .......................................................................... 29 2.8.1. Creating Competitive Advantage ......................................................... 30 2.8.2. Awareness of Social Responsibility ..................................................... 31 2.8.3. Institutionalization and Branding ......................................................... 32 2.8.4. Settlement of Payment Imbalance ........................................................ 32 2.8.5. Loyal Customer Awareness ................................................................. 33 2.8.6. R&D Orientation .................................................................................. 33 2.8.7.2.9. Barriers to Innovation Management................................................................. 34 2.10. Company Performance .................................................................................. 37 The Definition of Performance and Company Performance Concept 37 2.10.1.2.10.1.1. Definition of Performance...................................................... 37 2.10.1.2. Definition of Company Performance ..................................... 38 The Components of Company Performance ....................................... 39 2.10.2.2.10.2.1. Competition Performance and Competitive Advantage ........ 41 2.10.2.2. Marketing Performance .......................................................... 43 2.10.2.3. Customer Satisfaction Performance ....................................... 44 2.10.2.4. Financial Performance ........................................................... 46 2.10.2.5. Production Performance ......................................................... 47 2.10.2.6. Market Performance ............................................................... 49 2.11. The Impact of Innovation on Company Performance ................................... 49 3. RESEARCH METHODOLOGY ............................................................................ 54 3.1. Problem Statement and Structure of the Research ........................................... 54 3.2. Research Model and Hypotheses ..................................................................... 54 3.3. Research Methodology..................................................................................... 59 3.4. Population and Sample of the Study ................................................................ 60 3.5. Development of Survey Tool ........................................................................... 62 vii Scale ..................................................................................................... 63 3.5.1.4. RESEARCH FINDINGS ........................................................................................ 65 4.1. Demographic Features ..................................................................................... 65 4.2. Factor Analysis ................................................................................................ 66 4.3. Reliability analysis ........................................................................................... 67 Reliability Analysis of Innovation Scale .............................................. 68 4.3.1. Factor Analysis for Innovation Scale ................................................... 68 4.3.2. Reliability Analysis of Company Performance Scale .......................... 71 4.3.3. Factor Analysis for Company Performance Scale ............................... 72 4.3.4.4.4. Difference Analysis .......................................................................................... 75 Findings of Difference Analysis .......................................................... 78 4.4.1.4.4.1.1. The Relationship between Gender Variable and Sub-Dimensions of Innovation Scale ............................................ 78 4.4.1.2. The Relationship between Gender Variable and Sub-Dimensions of Company Performance Scale ......................... 79 4.4.1.3. The Relationship Between Age Group Variable and Sub-dimensions of Innovation Scale ............................................. 80 4.4.1.4. The Relationship Between Age Group Variable and Sub-dimensions of Company Performance Scale.......................... 82 4.4.1.5. The Relationship between Education Status and Sub-dimensions of Innovation Scale ............................................. 83 4.4.1.6. The Relationship between Education Status Variable and Sub-dimensions of Company Performance ................................... 84 4.4.1.7. The Relationship between the Employee Status and Sub-dimensions of Innovation Scale ............................................. 85 4.4.1.8. The Relationship between the Employee Status and Sub-dimensions of Company Performance Scale.......................... 86 4.4.1.9. The Relationship between Participants’ Seniority in the Companies and Sub-dimensions of Innovation Scale ............ 87 4.4.1.10. The Relationship between Participants’ Seniority in the Companies and Sub-dimensions of Company Performance Scale ....................................................................................... 88 4.5. Correlation Analysis......................................................................................... 89 Correlation Analysis Results of Innovation Scale ................................ 90 4.5.1.viii Correlation Analysis Results of Company Performance Scale ............ 91 4.5.2. Correlation Analysis Results of Innovation and Company Performance 4.5.3.Scales .................................................................................................... 93 4.6. Regression Analysis ......................................................................................... 94 5. CONCLUSION ....................................................................................................... 97 5.1. Contribution of the Study ............................................................................... 101 5.2. Limitations and Future Research ................................................................... 102 REFERENCES .......................................................................................................... 103 APPENDIX A ............................................................................................................ 116 APPENDIX B ............................................................................................................ 119 APPENDIX C ............................................................................................................ 12
Duygusal zekanın çalışanların yaratıcılığı üzerindeki rolünde örgütsel iklim ve çalışanların öğrenim odaklılığı : Türkiye perakende sektöründe bir araştırma
No full textPLAGIARISM ……………………………………………………………………... i ABSTRACT ………………………………………………………………………... ii ÖZET ……………………………………………………………………………….. iv ACKNOWLEDGEMENT ………………………………………………………… vi TABLE OF CONTENTS ………………………………………………………... xiii LIST OF TABLES ………………………………………………………………... xii LIST OF FIGURES ……………………………………………………………… xiv ABBREVIATIONS ……………………………………………………………….. xv 1. INTRODUCTION ……………………………………………………………… 1 2. LITERATURE REVIEW ……………………………………………………… 5 2.1 Emotional Intelligence …………………………………………………. 5 2.1.1 The concept of intelligence …………………………………... 5 2.1.2 Intelligence theories ………………………………………….. 6 2.1.3 Definition and importance of emotion ……………………….. 10 2.1.4 Theories of emotion ………………………………………….. 13 2.1.5 The association between emotion and intelligence …………... 14 2.1.6 Definition of emotional intelligence …………………………. 15 2.1.7 Development of the concept of emotional intelligence ……… 16 2.1.8 The importance of emotional intelligence …………………... 18 2.1.9 Emotional intelligence models ………………………………. 19 2.2 Organizational Climate ………………………………………………… 25 2.2.1 Definition and importance of organizational climate …………25 2.2.2 Development of the concept of organizational climate ……… 27 ix 2.2.3 The dimensions of organizational climate …………………… 29 2.2.4 The types of organizational climate ………………………….. 36 2.2.4.1 The organizational climate classification of Halpin and Croft …………………………………………… 37 2.2.4.2 The organizational climate classification of Wallach, Shadur and Other Researchers …………………….. 39 2.2.4.3 The organizational climate classification of Quinn … 40 2.2.5 Factors influencing organizational climate …………………... 41 2.2.6 Antecedents of organizational climate ……………………….. 43 2.2.7 Consequences of organizational climate ……………………... 45 2.2.8 Distinguishing organizational climate from culture ………….. 46 2.3 Employee Creativity ……………………………………………………. 49 2.3.1 The concept and definition of creativity ……………………... 49 2.3.2 Creativity process and creative thinking ……………………... 51 2.3.3 Individual and organizational creativity ……………………... 53 2.3.3.1 Individual creativity ……………………………….. 54 2.3.3.2 Organizational creativity ………………………….. 56 2.3.4 The concept of employee creativity ………………………… 58 2.3.5 Factors influencing employee creativity …………………….. 61 2.4 Employee Learning Orientation ……………………………………….. 65 2.4.1 Learning …………………………………………………….. 65 2.4.2 Learning theories ……………………………………………. 67 2.4.3 Types of learning ……………………………………………. 69 2.4.4 Individual level learning …………………………………….. 69 2.4.5 Organizational learning ……………………………………… 71 x 2.4.6 The importance of learning ………………………………….. 73 2.4.7 The concept of employee learning orientation ………………. 74 3. ASSOCIATIONS BETWEEN KEY CONCEPTS ……………………………77 4. METHODOLOGY …………………………………………………………….. 82 4.1 Sampling Procedure ……………………………………………………. 82 4.2 Research Design ……………………………………………………….. 82 4.3 Research Variables …………………………………………………….. 83 4.4 The Researh Model ……………………………………………………. 84 4.5 Research Hypotheses ………………………………………………….. 84 4.6 Measurement Instruments …………………………………………….. 85 4.6.1 Socio-demographic questions ……………………………….. 85 4.6.2 Emotional intelligence questionnaire ……………………….. 86 4.6.3 Organizational climate questionnaire ……………………….. 86 4.6.4 Employee creativity questionnaire ………………………….. 87 4.6.5 Employee learning orientation questionnaire ……………….. 87 4.7 Data Analyses …………………………………………………………. 88 4.8 Pilot Study …………………………………………………………….. 88 5. RESEARCH FINDINGS ……………………………………………………… 90 5.1 Respondent’s Profile …………………………………………………... 90 5.2 Reliability of Measurement Instruments ……………………………… 92 5.3 Factor Analyses ……………………………………………………….. 92 5.3.1 Emotional intelligence ………………………………………. 93 5.3.2 Employee creativity …………………………………………. 96 5.3.3 Organizational climate ………………………………………. 98 5.3.4 Employee learning orientation ……………………………… 100 xi 5.4 Mean Values and Correlation Aanalysis ……………………………… 102 5.4.1 Mean values …………………………….…………………… 102 5.4.2 Correlation analysis ………………………………………… 103 5.5 Regression Analyses ………………………………………………….. 104 6. DISCUSSION …………………………………………………………………. 119 6.1 Managerial Implications ……………………………………………… 134 6.2 Suggestions for Future Research ……………………………………... 137 6.3 Limitations ……………………………………………………………. 139 7. SUPPLEMENTARY TABLES ………………………………………………. 140 REFERENCES …………………………………………………………………... 143 APPENDICES APPENDIX A Demographic Questions of the Questionnaire …………… 163 APPENDIX B Emotional Intelligence Questionnaire …………………… 164 APPENDIX C Organizational Climate Questionnaire ……………………165 APPENDIX D Employee Creativity Questionnaire ……………………… 165 APPENDIX E Employee Learning Orientation Questionnaire …………... 166The Yeditepe University Open Access System is a compilation of national and international indexed publications for the institutional archive of scientific publications prepared by Yeditepe University students (graduate, doctoral, and/or equivalent). Copyright and rights of use may belong to the authors and/or Yeditepe University.YÖK id number : 662151Emotional Intelligence (EQ) is now seen as essential for business survival and growth. Today, it is a known fact that most of the global companies use EQ measurement in pre-selection tests or interview processes in the recruitment process. The higher the EQ is, the higher the self-recognition the people have on their emotions and the relation between the thoughts and emotions. Higher EQ also enables people to better understand needs of the other indivuals (Adebayo, Olayide and Saheed, 2012). On the other hand, creativity as a skill has become a crucial concept in today's modern business world. Emotions augment and support thinking that helps to evaluate multiple perspectives driving to creativity (Caruso and Salovey, 2004). Global modern business pays a significant attention on employee creativity (EC) for growth and sustainability. One of the most basic needs of organizations today is to have agile employees to adapt to rapid changes, in which creativity has become a mandatory skill for organizations. In this study, the aim was examining the mediating role of organizational climate in the association between EQ and EC and the moderating role of employee learning orientation. The quantitative analyzes conducted in line with the purpose of the research were carried out with the participation of a total of 347 employees in global organizations operating in the retail sector in Istanbul. Various analyzes were applied to the obtained data in line with the purpose of the study. SPSS statistics program was performed during the analyses. As a result of the analysis, it has been concluded as there was a positive and significant relationship between EQ and employee creativity, and the mediating role of organizational climate on this relationship was also partially significant. Besides, the impact of employee learning orientation's moderating role in the association between organizational climate and EC was not found to be significant. Among the EQ dimensions, self-management and relationship management and in addition, among the organizational climate dimensions, human relations and support, reward and hierarchy have been explained the higher variance of the dependent variable of EC. This study contributes to the relevant literature by making managerial suggestions on EQ, organizational climate, and employee creativity to the organizational behavior literature.Turkish: Duygusal zeka, artık işletmelerin ayakta kalması ve büyümesi için temel bir beceri olarak görülmektedir. Günümüzde küresel şirketlerin çoğunun işe alım sürecinde ön seçim testlerinde veya mülakat süreçlerinde duygusal zeka ölçümünü kullandığı bilinen bir gerçektir. Duygusal zeka ne kadar yüksekse insanların duygu ve düşünceleri arasındaki ilişki konusunda da kendilerini tanımaları o kadar kolaydır. Daha yüksek duygusal zeka, insanlara karşılarındaki bireylerin ihtiyaçlarını daha iyi anlama imkanı da sağlar (Adebayo, Olayide ve Saheed, 2012). Öte yandan, bir beceri olarak yaratıcılık, günümüzün modern iş dünyasında çok önemli bir kavram haline gelmiştir. Duygular, yaratıcılığı tetikleyen çoklu bakış açılarını değerlendirmeye yardımcı olan düşünmeyi güçlendirir ve destekler (Caruso ve Salovey, 2004). Küresel modern iş dünyası, büyüme ve sürdürülebilirlik için çalışanların yaratıcılığına büyük önem vermektedir. Günümüzde organizasyonların en temel ihtiyaçlarından biri, hızlı değişimlere uyum sağlamak için çevik çalışanlara sahip olmaktır, bunun içinde yaratıcılık, organizasyonlar için zorunlu bir beceri haline gelmiştir. Bu doktora tez çalışması, duygusal zeka ile çalışan yaratıcılığı arasındaki ilişkide örgütsel iklimin aracılık rolü ile, çalışan öğrenme odaklılığının düzenleyici rolünü araştırma amacı taşımaktadır. Araştırmanın amacı doğrultusunda yapılan nicel analizler, İstanbul ilinde perakende sektöründe faaliyet gösteren global organizasyonlarda toplam 347 çalışanın katılımı ile gerçekleştirilmiştir. Elde edilen verilere çalışmanın amacı doğrultusunda çeşitli analizler uygulanmıştır. Analizler esnasında SPSS istatistik programı kullanılmıştır. Yapılan analizler sonucunda algılanan duygusal zeka ile çalışan yaratıcılığı arasında pozitif ve anlamlı bir ilişki bulunurken, örgütsel iklimin bu ilişki üzerindeki aracılık rolünün de kısmı anlamlı olduğu görülmüştür. Öte yandan çalışan öğrenme odaklılığının, örgütsel iklim ile çalışan yaratıcılığı arasındaki ilişkide düzenleyici rolü etkisi anlamlı çıkmamıştır. Duygusal zeka boyutlarından kendini yönetme ve ilişki yönetimi ile örgütsel iklim boyutlarından insan ilişkileri ve destek, ödül ve hiyerarşi çalışan yaratıcılığındaki varyansın çoğunu açıklamaktadır. Bu çalışma örgütsel davranış literatürüne duygusal zeka, örgütsel iklim, ve çalışan yaratıcılığı konularında yönetsel önerilerde bulunarak ilgili yazına katkı sağlamaktadır
Marka değeri'nin e-sadakat oluşumundaki rolü ve müşteri ilişkileri yönetimi kalitesinin etkileri (Tüketici algısına dayalı bir araştırma)
No full textThis study aimed to find out the effects of brand equity and, customer relations management quality on e-loyalty for a well-known brand MIELE within a brand purchase funnel approach. Survey participants were chosen from customers in a sales branch of the brand. Brand equity is measured by its sub-dimensions such as brand identity, brand association, brand awareness, brand loyalty, brand image and brand quality. Data gathered with structured questionnaires are analyzed by using correlation and regression techniques. Findings showed that customer relations management quality has no determination on e-loyalty. But, brand identity dimension of brand equity had moderate level of positive determination on e-loyalty. On the other side, perceived brand quality had negative effect on e-loyalty. Regarding research findings, brand managers are advised to pay special attention to brand identity and perceived product quality in the management of durable goods in electronic market. Keywords: Brand purchase funnel, brand equity, customer relations management, e-loyalty, home appliances, Miele.Turkish: Bu çalışma, tanınmış bir marka olan MIELE için marka satın alma hunisi yaklaşımı çerçevesinde marka değeri ve müşteri ilişkileri yönetimi kalitesinin e-sadakat üzerindeki etkilerini ortaya çıkarmayı amaçlamıştır. Anket katılımcıları markanın bir satış şubesindeki müşterilerden seçilmiştir. Marka değeri, marka kimliği, marka çağrışımı, marka bilinirliği, marka sadakati, marka imajı ve marka kalitesi gibi alt boyutları ile ölçülmüştürr. Yapılandırılmış anketlerle toplanan veriler, korelasyon ve regresyon teknikleri kullanılarak analiz edilmiştir. Bulgular, müşteri ilişkileri yönetimi kalitesinin e-sadakat konusunda bir belirleyiciliği olmadığını göstermiştir. Ancak, marka değerine ait marka kimliği boyutu, e-sadakat üzerinde orta düzeyde olumlu bir belirleyiciliğe sahiptir. Öte yandan algılanan marka kalitesi e-sadakati olumsuz etkilemektedir. Araştırma bulguları ile ilgili olarak, marka yöneticilerine, elektronik pazarında dayanıklı malların yönetiminde marka kimliğine ve algılanan ürün kalitesine özel önem vermeleri tavsiye edilmektedir. Anahtar kelimeler: Marka satın alma tüneli, marka değeri, müşteri ilişkileri yönetimi, e-sadakat, ev aletleri, Miele.The Yeditepe University Open Access System is a compilation of national and international indexed publications for the institutional archive of scientific publications prepared by Yeditepe University students (graduate, doctoral, and/or equivalent). Copyright and rights of use may belong to the authors and/or Yeditepe University.YÖK id number : 662369PLAGIARISM .................................................................................................... i ABSTRACT ....................................................................................................... ii ÖZET................................................................................................................ iii TABLE OF CONTENTS .................................................................................. iv LIST OF TABLES ............................................................................................ vi LIST OF FIGURES ......................................................................................... vii LIST OF ABBREVATIONS ............................................................................ xi 1. INTRODUCTION ......................................................................................... 1 1.1 The Objective of the Research ................................................................. 1 1.2 Importance of the Study ........................................................................... 1 1.3 Presentation of The Contents ................................................................... 2 2. CONCEPTUAL AND THEORETICAL FRAMEWORK ............................ 3 2.1 Brand Purchase Funnel ............................................................................ 3 2.2 Brand Related Concepts and Brand Management ................................... 5 2.3 Brand Equity ............................................................................................ 6 2.3.1. Brand awareness. ............................................................................. 8 2.3.2. Brand loyalty. ................................................................................... 9 2.3.3. Brand image. .................................................................................... 9 2.3.3.1. Brand identity .......................................................................... 10 2.3.3.2. Brand associations. .................................................................. 10 2.3.4. Perceived service quality. .............................................................. 11 2.4 Customer Relations Management Quality ............................................. 11 2.5 E-Loyalty................................................................................................ 12 2.6 Research Model ...................................................................................... 12 2.7 Research Hypotheses ............................................................................. 14 3. RESEARCH METHODOLOGY ................................................................. 15 3.1 Sampling and Data Collection Process .................................................. 15 3.2 Research Design ..................................................................................... 16 3.3 Instruments for Measurement ................................................................ 16 3.3.1. Brand equity scale .......................................................................... 17 3.2.1.1. Brand image scale. .................................................................. 17 3.2.1.2. Brand awareness scale............................................................. 17 v 3.2.1.3. Brand loyalty scale. ................................................................. 18 3.2.1.4. Perceived service quality scale................................................ 18 3.3.2. Customer relations management quality scale ............................... 18 3.3.3. E-Loyalty scale .............................................................................. 19 3.4 The Statistical Analysis Plan and Tools ................................................. 19 4. ANALYSES AND RESEARCH FINDINGS .............................................. 20 4.1 Findings About Research Sample .......................................................... 20 4.2 Findings About Research Variables ....................................................... 21 4.3 Findings About Survey Items in the Scales ........................................... 27 4.3.1. Brand identity ................................................................................. 27 4.3.2. Brand association ........................................................................... 30 4.3.3. Brand awareness ............................................................................ 32 4.3.4. Brand loyalty .................................................................................. 34 4.3.5. Tangible service quality ................................................................. 39 4.3.6. Reliability of service quality .......................................................... 43 4.3.7. Responsiveness of service quality .................................................. 46 4.3.8. CRM Quality trust .......................................................................... 50 4.3.9. E-loyalty ......................................................................................... 53 4.4 Reliability of Research Scales ................................................................ 57 4.5 Correlation Among Research Variables................................................. 58 4.6 Hypotheses Testing ................................................................................ 58 4.7 Tested Research Model .......................................................................... 60 5. DISCUSSION AND CONCLUSION .......................................................... 62 REFERENCES ................................................................................................. 68 Appendix A Survey Form ............................................................................ 73 Appendix B Survey Form Used for Turkish Participants and Coding......... 7
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