تأثیر جو بخشش درک شده بر عملکرد زنان فعال در صنعت گردشگری
محورهای موضوعی :
فریبرز رحیم نیا
1
*
,
فرشاد قادری
2
1 - تهران
2 - دانشگاه فردوسی مشهد
کلید واژه: جو بخشش درک شده, عملکرد بازیابی خدمات, امنیت روان‌شناختی, انصاف سازمانی,
چکیده مقاله :
زنان به‌عنوان نیمی از افراد جامعه در پیشبرد اهداف کشورها تأثیر بسزایی دارند. این در حالی است که نقش زنان امروزی در بخش خدمات بسیار پررنگ شده است. با وجود اینکه تأثیر جو بخشش در سازمان‌ها بر عملکرد سازمانی مورد تأیید قرارگرفته است، بسیاری از سازمان‌ها در مسیر بهبود عملکرد از این امر غافل مانده‌اند. هدف از این پژوهش بررسی تأثیر جو بخشش درک شده بر عملکرد بازیابی خدمات به‌واسطه امنیت روان‌شناختی و انصاف سازمانی است. پژوهش حاضر به لحاظ هدف كاربردي و از نظر روش انجام كار، پيمايشـي اسـت. جامعه آماری پژوهش را کارکنان زن هتل‌های چهار و پنج ستاره شهر مشهد تشکیل داده اند. به دلیل نامشخص بودن جامعـه آمـاري، تعداد 390 نفر به‌عنوان نمونه انتخاب شدند. یافته‌های پژوهش نشان داد، جو بخشش درک شده بر امنیت روان‌شناختی و انصاف سازمانی زنان تأثیر مثبت و معنی‌داری دارد. نتیجه دیگر اینکه امنیت روان‌شناختی و انصاف سازمانی بر عملکرد بازیابی خدمات تأثیر مثبت دارد. علاوه بر این نقش واسط امنیت روان‌شناختی و انصاف سازمانی نیز تأیید شد.
As Women who form almost half of each society’s population significantly contribute to the fulfillment of national goals, their effective role in the service sector of societies is becoming increasingly important. While the positive impact of forgiveness climate on organizational performance has been confirmed, many organizations have neglected this factor in their performance improvement. This applied survey research, therefore, sought to investigate the effect of perceived forgiveness climate on the efficiency of service recovery through the mediating role of psychological safety and organizational fairness. The population of the study consisted of 390 female employees who were selected from four and five-star hotels of Mashhad. The findings of this study indicated that perceived forgiveness climate had a positive and significant impact on women’s psychological safety and organizational fairness. It was also found that psychological safety and organizational fairness were effective in the efficiency of service recovery. Moreover, the mediating role of psychological safety and organizational fairness was also confirmed.
سید جوادین, سید رضا, فراحی, ، محمدمهدی, عطار, غزاله طاهری. (1392). «شناخت نحوه تأثیرگذاری ابعاد عدالت سازمانی بر جنبه‌های گوناگون رضایت شغلی و سازمانی.» مدیریت بازرگانی. 1، (1)، 55-70.
Adams, G. S., Zou, X., Inesi, M. E., & Pillutla, M. M. (2015). Forgiveness is not always divine: When expressing forgiveness makes others avoid you. Organizational Behavior and Human Decision Processes, 126, 130-141.
Ambrose, M. L., & Schminke, M. (2009). The role of overall justice judgments in organizational justice research: A test of mediation. Journal of applied psychology, 94(2), 491.
Aquino, K., Tripp, T. M., & Bies, R. J. (2006). Getting even or moving on? Power, procedural justice, and types of offense as predictors of revenge, forgiveness, reconciliation, and avoidance in organizations. Journal of applied psychology, 91(3), 653.
Barclay, L. J., & Saldanha, M. F. (2016). Facilitating forgiveness in organizational contexts: Exploring the injustice gap, emotions, and expressive writing interventions. Journal of Business Ethics, 137(4), 699-720.
Bies, R. J., Barclay, L. J., Tripp, T. M., & Aquino, K. (2016). A systems perspective on forgiveness in organizations. The Academy of Management Annals, 10(1), 245-318.
Boshoff, C., & Allen, J. (2000). The influence of selected antecedents on frontline staff's perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63–90.
Carmeli, A. (2007). Social capital, psychological safety and learning behaviours from failure in organisations. Long Range Planning, 40(1), 30-44.
Carmeli, A., & Gittell, J. H. (2009). High‐quality relationships, psychological safety, and learning from failures in work organizations. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 30(6), 709-729.
Chien, Y. C. (2013). Verifying the effects of organizational justice and work values upon organizational performance: using organizational citizenship behavior as the dual mediator. African Journal of Business Management, 7(22), 2195-2205.
Choi, C. H., Kim, T. T., Lee, G., & Lee, S. K. (2014). Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance. International Journal of Hospitality Management, 36, 272-285.
Choi, S., & Rainey, H. G. (2014). Organizational fairness and diversity management in public organizations: Does fairness matter in managing diversity? Review of Public Personnel Administration, 34(4), 307-331.
Colquitt, J. A., Scott, B. A., Rodell, J. B., Long, D. M., Zapata, C. P., Conlon, D. E., & Wesson, M. J. (2013). Justice at the millennium, a decade later: A meta-analytic test of social exchange and affect-based perspectives. Journal of Applied Psychology, 98(2), 199-212.
Coverman, S. (1989). Role overload, role conflict, and stress: Addressing consequences of multiple role demands, Social forces, 67(4): 965-982.
Cropanzano, R., Bowen, D. E., & Gilliland, S. W. (2007). The management of organizational justice. Academy of management perspectives, 21(4), 34-48.
Edmondson, A. (1999). Psychological safety and learning behavior in work teams. Administrative science quarterly, 44(2), 350-383.
El-Helaly, N., Ebeid, A., & El-Menbawey, A. (2013, April). The Impact of Customer Knowledge Management Process on Service Recovery Performance. In European Conference on Intellectual Capital (p. 506). Academic Conferences International Limited.
Gahlan, V. S., & Singh, K. (2014). The Effect of Role Overload and Role Ambiguity on Job Performance of IT Professionals in India, IUP Journal of Management Research, 13(3), 59 -81.
Greenberg, J. (1990). Organizational justice: Yesterday, today, and tomorrow. Journal of management, 16(2), 399-432.
Guchait, P., & Back, K. J. (2016). Three country study: impact of support on employee attitudes. The Service Industries Journal, 36(7-8), 299-318.
Guchait, P., Abbott, J. L., Lee, C. K., Back, K. J., & Manoharan, A. (2019). The influence of perceived forgiveness climate on service recovery performance: The mediating effect of psychological safety and organizational fairness. Journal of Hospitality and Tourism Management, 40, 94-102.
Guchait, P., Lanza-Abbott, J. A., Madera, J. M., & Dawson, M. (2016). Should organizations be forgiving or unforgiving? A two-study replication of how forgiveness climate in hospitality organizations drives employee attitudes and behaviors. Cornell Hospitality Quarterly, 57(4), 379-395.
Hwang, W., & Ramadoss, K. (2017). The job demands–control–support model and job satisfaction across gender: The mediating role of work–family conflict. Journal of Family Issues, 38(1), 52-72.
Iqbal, K. (2013). Determinants of organizational justice and its impact on job satisfaction. A Pakistan base survey. International review of management and business research, 2(1), 48. Karatepe, O. M. (2012). Perceived organizational support, career satisfaction, and performance outcomes: a study of hotel employees in Cameroon. International Journal of Contemporary Hospitality Management, 24(5), 735-752.
Khaksari, A., Lee, T. J., & Lee, C. K. (2014). Religious perceptions and hegemony on tourism development: The case of the Islamic Republic of Iran. International Journal of Tourism Research, 16(1), 97-103.
Kim, P. B., Kim, S., Kim, S. S., & Kim, J. (2017). Organizational drivers and outcomes of casino employees’ work adaptability, Journal of Hospitality Marketing & Management, 26(3), 276-296.
Li, J. J., Kim, W. G., & Zhao, X. R. (2017). Multilevel model of management support and casino employee turnover intention. Tourism Management, 59, 193-204.
Mack, R., Mueller, R., Crotts, J., & Broderick, A. (2000). Perceptions, corrections and defections: implications for service recovery in the restaurant industry. Managing Service Quality: An International Journal, 10(6), 339-346.
Madera, J. M., Dawson, M., & Neal, J. A. (2013). Hotel managers’ perceived diversity climate and job satisfaction: The mediating effects of role ambiguity and conflict. International Journal of Hospitality Management, 35, 28-34.
Mansour, S., & Tremblay, D. G. (2016). How the need for “leisure benefit systems” as a “resource passageways” moderates the effect of work-leisure conflict on job burnout and intention to leave: A study in the hotel industry in Quebec. Journal of Hospitality and Tourism Management, 27, 4-11.
Peterson, M. F., Smith, P. B., Akande, A., Ayestaran, S., Bochner, S., Callan, V., ... & Hofmann, K. (1995). Role conflict, ambiguity, and overload: A 21-nation study, Academy of Management Journal, 38(2): 429-452.
Riggle, R. J., Edmondson, D. R., & Hansen, J. D. (2009). A meta-analysis of the relationship between perceived organizational support and job outcomes: 20 years of research. Journal of business research, 62(10), 1027-1030.
Schepers, J., de Jong, A., Wetzels, M., & de Ruyter, K. (2008). Psychological safety and social support in groupware adoption: A multi-level assessment in education. Computers & Education, 51(2), 757-775.
Van Dyck, C., Frese, M., Baer, M. and Sonnentag, S. (2013). Organizational error management culture and its impact on performance: a two-study replication, Journal of Applied Psychology, 90(6):1228.
Walumbwa, F. O., Cropanzano, R., & Hartnell, C. A. (2009). Organizational justice, voluntary learning behavior, and job performance: A test of the mediating effects of identification and leader‐member exchange. Journal of Organizational Behavior, 30(8), 1103-1126.
Wilson, D. D. (2012). A., Zeithaml, VA, Bitner, MJ, & Gremler, Services marketing: Integrating customer focus across the firm.
Zhang, Y., Fang, Y., Wei, K. K., & Chen, H. (2010). Exploring the role of psychological safety in promoting the intention to continue sharing knowledge in virtual communities. International Journal of Information Management, 30(5), 425-436.