Araştırma Makalesi
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Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki

Yıl 2023, Cilt: 16 Sayı: 1, 1 - 23, 31.01.2023
https://doi.org/10.25287/ohuiibf.1021316

Öz

Bu çalışmanın temel amacı çağrı merkezi çalışanlarının örgütsel etik iklim algıları, yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişkinin araştırılmasıdır. Araştırma Iğdır ilinde faaliyet gösteren özel bir çağrı merkezinde gerçekleştirilmiştir. Nicel araştırma yöntemlerinden online anket yöntemiyle 196 çağrı merkezi çalışanından veriler elde edilmiştir. Verilerin analizinde SPSS.25 ve YEM AMOS.20 programlarından faydalanılırmıştır. Araştırmada kullanılan ölçeklerin güvenirliği için Cronbach Alpha ve Yapısal Güvenirlik analizlerinden, geçerliliği için doğrulayıcı faktör analizlerinden yararlanılmıştır. Demografik özellikler ile değişkenler arasında anlamlı farklılıkların olup olmadığını tespit etmek amacıyla varyans, örgütsel etik iklim algısının yenilikçi iş davranışı ve psikolojik güvenlik algısı değişkenlerinin aralarındaki ilişkiyi tespit etmek amacıyla korelasyon analizlerinden yararlanılmıştır. Araştırmada örgütsel etik iklimi algısı ile psikolojik güvenlik algısı arasında anlamlı ve yüksek, örgütsel etik iklimi algısı ile yenilikçi iş davranışı ile arasında anlamlı ve orta kuvvette, psikolojik güvenlik algısı ile yenilikçi iş davranışı arasında anlamlı ve orta kuvvette bir ilişki olduğu sonucuna ulaşılmıştır. Ayrıca yapılan farklılık analizleri sonucunda cinsiyet değişkeni ile yenilikçi iş davranışı ve psikolojik güvenlik algısı, çalıştığı departman ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı, kıdem ile psikolojik güvenlik algısı ve örgütsel etik iklimi algısı ve eğitim durumu ile örgütsel etik iklimi algısı arasına anlamlı farklıklar olduğu tespit edilmiştir.

Kaynakça

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  • Referans3 Anderson, Neil, Kristina Potoˇcnik, and Jing Zhou.(2014). Innovation and creativity in organizations. Journal of Management 40: 1297–333.
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  • Referans5 Arnaud, A., & Sekerka, L. E. (2010). Positively ethical: The establishment of innovation in support of sustainability. International Journal of Sustainable Strategic Management, 2(2), 121–137. doi: 10.1504/IJSSM.2010.032556.
  • Referans6 Babin, B. J., Boles, J. S., and Robin, D. P. (2000). Representing the perceived ethical work climate among marketing employees. J. Acad. Market. Sci. 28, 345–358. doi: 10.1177/0092070300283004.
  • Referans7 Baer, M., and Frese, M. (2003). Innovation is not enough: climates for initiative and psychological safety, process innovations, and firm performance. J. Organ. Behav. 24, 45–68. doi: 10.1002/job.179.
  • Referans8 Bellini, D., Ramaci, T., Bonaiuto, M., Cubico, S., Favretto, G., and Johnsen, S. A. K. (2019). Exploring the influence of working environments’ restorative quality on organisational citizenship behaviours. Int. J. Environ. Workplace Empl. 5, 32–50. doi: 10.1504/IJEWE.2019.097146.
  • Referans9 Brown S P & Leigh T W. (1996). A new look at psychological climate and its relationship to job involvement, effort, and performance[J]. Journal of Applied Psychology, 81: 358-368.
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  • Referans12 Christian, M. S., Garza, A. S., and Slaughter, J. E. (2011). Work engagement: a quantitative review and test of its relations with task and contextual performance. Pers. Psychol. 64, 89–136. doi: 10.1111/j.1744-6570.2010.01 203.x.
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The relationship between the organizational ethical climate perception of call center employees and innovative business behavior and psychological safety perceptions

Yıl 2023, Cilt: 16 Sayı: 1, 1 - 23, 31.01.2023
https://doi.org/10.25287/ohuiibf.1021316

Öz

The main purpose of this study is to investigate the relationship between the organizational ethical climate perceptions, innovative work behavior and psychological safety perceptions of call center employees. The research was carried out in a private call center operating in the province of Iğdır. Data were obtained from 196 call center employees by online survey method, one of the quantitative research methods. SPSS.25 and YEM AMOS.20 programs were used in the analysis of the data. Cronbach Alpha and Structural Reliability analyzes were used for the reliability of the scales used in the research, and confirmatory factor analyzes were used for the validity. Correlation analyzes were used to determine the relationship between variance, organizational ethical climate perception, innovative work behavior and psychological security perception variables in order to determine whether there are significant differences between demographic characteristics and variables. In the study, it was concluded that there is a significant and high relationship between organizational ethical climate perception and psychological security perception, a significant and moderate relationship between organizational ethical climate perception and innovative work behavior, and a significant and moderate relationship between psychological security perception and innovative work behavior. In addition, as a result of the difference analysis, it was found that there were significant differences between gender variable and innovative work behavior and perception of psychological security, psychological safety perception and organizational ethical climate perception with the department, seniority and psychological security perception and organizational ethical climate perception, and educational status and organizational ethical climate perception. detected.

Kaynakça

  • Referans1 Ali, J. A., & Al-Owaihan, A. (2008). Islamic work ethic: A critical review. Cross Cultural Management: An International Journal, 15(1), 5–19. doi: 10.1108/13527600810848791.
  • Referans2 Ambrose, M. L., Arnaud, A., and Schminke, M. (2008). Individual moral development and ethical climate: the influence of person–organization fit on job attitudes. J. Bus. Ethics 77, 323–333. doi: 10.1007/s10551-007-9352-1.
  • Referans3 Anderson, Neil, Kristina Potoˇcnik, and Jing Zhou.(2014). Innovation and creativity in organizations. Journal of Management 40: 1297–333.
  • Referans4 Arnaud, A., (2010). "Conceptualizing and Measuring Ethical Work Climate, Development and Validation of the Ethical Climate Index", Business and Society, 49(2), 345- 358.
  • Referans5 Arnaud, A., & Sekerka, L. E. (2010). Positively ethical: The establishment of innovation in support of sustainability. International Journal of Sustainable Strategic Management, 2(2), 121–137. doi: 10.1504/IJSSM.2010.032556.
  • Referans6 Babin, B. J., Boles, J. S., and Robin, D. P. (2000). Representing the perceived ethical work climate among marketing employees. J. Acad. Market. Sci. 28, 345–358. doi: 10.1177/0092070300283004.
  • Referans7 Baer, M., and Frese, M. (2003). Innovation is not enough: climates for initiative and psychological safety, process innovations, and firm performance. J. Organ. Behav. 24, 45–68. doi: 10.1002/job.179.
  • Referans8 Bellini, D., Ramaci, T., Bonaiuto, M., Cubico, S., Favretto, G., and Johnsen, S. A. K. (2019). Exploring the influence of working environments’ restorative quality on organisational citizenship behaviours. Int. J. Environ. Workplace Empl. 5, 32–50. doi: 10.1504/IJEWE.2019.097146.
  • Referans9 Brown S P & Leigh T W. (1996). A new look at psychological climate and its relationship to job involvement, effort, and performance[J]. Journal of Applied Psychology, 81: 358-368.
  • Referans10 Carmeli, A.; Reiter-Palmon, R.; Ziv, E.(2010). Inclusive Leadership and Employee Involvement in Creative Tasks in the Workplace: The Mediating Role of Psychological Safety. Creat. Res. J. 22, 250–260.
  • Referans11 Chen, Zhen Xiong, and Samuel Aryee.(2007). Delegation and employee work outcomes: An examination of the cultural context of mediating processes in China. Academy of Management Journal 50: 226–38.
  • Referans12 Christian, M. S., Garza, A. S., and Slaughter, J. E. (2011). Work engagement: a quantitative review and test of its relations with task and contextual performance. Pers. Psychol. 64, 89–136. doi: 10.1111/j.1744-6570.2010.01 203.x.
  • Referans13 Craig, J. (2008). Meeting the ethical challenges of leadership: Casting light or shadow. (3rd Edition) Thousand Oaks, CA: SAGE, 2008, pp.267-268.
  • Referans14 Cullen, John B., Victor, Bart, Stephens, Carroll (1989). An ethical weather report: Assessing the organization’s ethical climate. Organizational Dynamics, 18(2), pp. 50–62.
  • Referans15 De George, Richard. (1995); Business Ethics. 4a ed. New Jersey: Princeton Hall Inc. In Ferrato, Elio y Arruda, Maria Cecilia Coutinho de (2005). Clima etico corporativo: Una aplicación del modelo de Victor y Cullen en las empresas del estado de São Paulo. Cuad. Difus. 10 (18-19), 2005, p.138.
  • Referans16 De Jong, Jeroen P. J., and Deanne N. Den Hartog. (2007). How leaders influence employees’ innovative behaviour. European Journal of Innovation Management 10: 41–64.
  • Referans17 Deshpande, S. P. (1996). The impact of ethical climate types on facets of job satisfaction: an empirical investigation. J. Bus. Ethics 15, 655–660. doi: 10.1007/BF00411800.
  • Referans18 Edmondson, A. C. (1999). Psychological safety and learning behavior in work teams. Adm. Sci. Q. 44, 350–383. doi: 10.2307/2666999.
  • Referans19 Ellemers, N., Pagliaro, S., and Barreto, M. (2013). Morality and behavioural regulation in groups: a social identity approach. Eur. Rev. Soc. Psychol. 24, 160–193. doi: 10.1080/10463283.2013.841490.
  • Referans20 Foss, Nicolai J., and Keld Laursen. (2014). Human resource management practices and innovation. In The Oxford Handbook of Innovation Management. Edited by Mark Dodgson, David M. Gann and Nelson Phillips. Oxford: Oxford University Press, pp. 506–29.
  • Referans21 Frazier, M. L., Fainshmidt, S., Klinger, R. L., Pezeshkan, A., and Vracheva, V. (2017). Psychological safety: a meta-analytic review and extension. Pers. Psychol. 70, 113–165. doi: 10.1111/peps.12183.
  • Referans22 Fritzsche, D. J. (2000). Ethical climates and the ethical dimension of decision-making. J. Bus. Ethics 24, 125–140. doi: 10.1023/A:1006262914562.
  • Referans23 George D, & Mallery P.,(2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update (4th ed.). Boston: Allyn & Bacon.
  • Referans24 Gorsira, M., Steg, L., Denkers, A., and Huisman, W. (2018). Corruption in organizations: ethical climate and individual motives. Adm. Sci. 8:4. doi: 10.3390/admsci8010004.
  • Referans25 Hox, J. J. ve Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11., 4.
  • Referans26 Hsieh, H.-H., and Wang, Y.-D. (2016). Linking perceived ethical climate to organizational deviance: the cognitive, affective, and attitudinal mechanisms. J. Bus. Res. 69, 3600–3608. doi: 10.1016/j.jbusres.2016.01.001.
  • Referans27 Janssen, O. (2000). Job demands, perceptions of effort‐reward fairness and innovative work behaviour. Journal of Occupational and Organizational Psychology, 73(3), 287-302.
  • Referans28 Javed, Basharat, Sayyed Muhammad Mehdi Raza Naqvi Naqvi, Abdul Karim Khan, Surendra Arjoon, and Hafiz Habib Tayyeb. (2017). Impact of inclusive leadership on innovative work behavior: The role of psychological safety. Journal of Management & Organization 25: 117–36.
  • Referans29 Kahn W A. (1990). Psychological conditions of personal engagement and disengagement at work[J]. Academy of Management Journal, 33: 692–724.
  • Referans30 Kanter, Rosabeth Moss. (1988). When a thousand flowers bloom: Structural, collective, and social conditions for innovation in organizations. In Research in Organizational Behavior. Edited by Barry M. Staw and L. Larry L. Cummings. Grenwich: JAI Press, vol. 10, pp. 169–211.
  • Referans31 Kark, R.; Carmeli, A. (2009). Alive and creating: The mediating role of vitality and aliveness in the relationship between psy-chological safety and creative work involvement. J. Org. Behav. 30, 785–804.
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  • Referans34 Lau, P. Y. Y., Tong, J. L. Y. T., Lien, B. Y. H., Hsu, Y. C., and Chong, C. L. (2017). Ethical work climate, employee commitment and proactive customer service performance: test of the mediating effects of organisational politics. J. Retail. Consum. Serv. 35, 20–26. doi: 10.1016/j.jretconser.2016.11.004.
  • Referans35 Leung, K. (2008). Matching ethical work climate to in-role and extra-role behaviors in a collectivist work setting. J. Bus. Ethics 79, 43–55. doi: 10.1007/s10551-007-9392-6.
  • Referans36 Liang, J. C., Farh, C. I. ve Farh, J. L., (2012). "Psychological Antecedents of Promotive and Prohibitive Voice: A Two-Wave Examination", Academy of Management Journal, 55(1), 71-73.
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  • Referans39 Luthans, F., Avolio, B. J., Avey, J. B., & Norman, S. M. (2007). Positive psychological capital: Measurement and relationship with performance and satisfaction. Personnel Psychology, 60(3), 541–572. doi: 10.1111/j.1744-6570.2007.00083.x.
  • Referans40 Ma Prieto, Isabel, and Ma Pilar Pérez-Santana. (2014). Managing innovative work behavior: The role of human resource practices. Personnel Review 43: 184–208.
  • Referans41 Malthouse, E. (2001). How high or low must loadings be to keep or delete a scale item? Journal of Consumer Psychology, 10 (1/2), 81-82.
  • Referans42 Martins, Ellen-Caroline, and Fransie Terblanche. (2003). Building organisational culture that stimulates creativity and innovation. European Journal of Innovation Management 6: 64–74.
  • Referans43 Maslow A H, Hirsh E, Stein M & Honigmann I. (1945). A clinically derived test for measuring psychological security-insecurity[J].Journal of General Psychology, 33: 21-41.
  • Referans44 Messmann, Gerhard, and Regina H. Mulder. (2012). Development of a measurement instrument for innovative work behaviour as a dynamic and context-bound construct. Human Resource Development International 15: 43–59.
  • Referans45 Montani, Francesco, Carlo Odoardi, and Adalgisa Battistelli. (2014). Individual and contextual determinants of innovative work behaviour: Proactive goal generation matters. Journal of Occupational and Organizational Psychology 87: 645–70.
  • Referans46 Mulki, J. P., Jaramillo, F., and Locander, W. B. (2006). Effects of ethical climate and supervisory trust on salesperson’s job attitudes and intentions to quit. J. Pers. Sell. Sales Manag. 24, 19–26. doi: 10.2753/PSS0885-3134260102.
  • Referans47 Newman, A., Round, H., Bhattacharya, S., and Roy, A. (2017). Ethical climates in organizations: a review and research agenda. Bus. Ethic. Q. 27, 475–512. doi: 10.1017/beq.2017.23.
  • Referans48 Pagliaro, S., Lo Presti, A., Barattucci, M., Giannella, V. A., and Barreto, M. (2018). On the effects of ethical climate(s) on employees’ behaviour: a social identity approach. Front. Psychol. 9:960. doi: 10.3389/fpsyg.2018.00960.
  • Referans49 Peterson, D. K. (2002). Deviant workplace behavior and the organization’s ethical climate. J. Bus. Psychol. 17, 47–61. doi: 10.1023/A:1016296116093.
  • Referans50 Rawwas, M., Swaidan, Z., & Isakson, H. (2007). A comparative study of ethical beliefs of master of business administration students in the United States with those in Hong Kong. Journal of Education for Business, 82(3), 146–158. doi: 10.3200/JOEB.82.3.146-158.
  • Referans51 Rich, B. L., Lepine, J. A., and Crawford, E. R. (2010). Job engagement: antecedents and effects on job performance. Acad. Manage. J. 53, 617–635. doi: 10.5465/ AMJ.2010.51468988.
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Toplam 71 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Makaleler
Yazarlar

Turhan Moç 0000-0001-9639-2974

Yayımlanma Tarihi 31 Ocak 2023
Gönderilme Tarihi 9 Kasım 2021
Kabul Tarihi 26 Ekim 2022
Yayımlandığı Sayı Yıl 2023 Cilt: 16 Sayı: 1

Kaynak Göster

APA Moç, T. (2023). Çağrı merkezi çalışanlarının örgütsel iklim algıları ile yenilikçi iş davranışı ve psikolojik güvenlik algıları arasındaki ilişki. Ömer Halisdemir Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 16(1), 1-23. https://doi.org/10.25287/ohuiibf.1021316
Creative Commons Lisansı
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