Cilt 6 Sayı 3 (2018): BUSINESS & MANAGEMENT STUDIES: AN INTERNATIONAL JOURNAL
Makaleler

İNTERNET KANALININ SERVİS KANİBALİZASYON ALGISI ÜZERİNDEKİ ETKİSİ VE İLİŞKİSEL SERMAYENİN ARACI ROLÜ

Yayınlanmış 2018-11-29

Anahtar Kelimeler

  • Servis Kanibalizasyon Algısı,
  • İlişkisel Sermaye,
  • Bilgi iletişim Teknolojisi (BİT),
  • Turizm Dağıtım Kanalları.

Nasıl Atıf Yapılır

ACAR, A., GÖKKAYA, S., & KOÇOĞLU, C. M. (2018). İNTERNET KANALININ SERVİS KANİBALİZASYON ALGISI ÜZERİNDEKİ ETKİSİ VE İLİŞKİSEL SERMAYENİN ARACI ROLÜ. Business & Management Studies: An International Journal, 6(3), 393–419. https://doi.org/10.15295/bmij.v6i3.366

Özet

Çalışmanın amacı; BİT’ lerin özellikle internetin turizm endüstrisine alternatif dağıtım kanalı olarak dâhil edilmesinin seyahat acentesi satış temsilcileri üzerinde yarattığı servis kanibalizasyon algısının ve olası sonuçlarının (çaba, iş memnuniyeti, iş performansı ve işten uzaklaşma) tespit edilmesidir. Ayrıca bu olası sonuçlar arasında ki nedensel ilişkiler ortaya konulmaya çalışılmıştır. Araştırma kapsamında İstanbul ili Avrupa yakasında bulunan ve TÜRSAB’a üye A grubu seyahat acentelerinde çalışan 387 satış temsilcisiyle, 2016 yılında gerçekleştirilen saha çalışmalarına göre; satış temsilcilerinin servis kanibalizasyon algıları orta düzeyde bir sonuca ulaşırken, ilişkisel sermaye düzeyleri görece düşük olduğu saptanmıştır. Araştırmanın amacı ve kuramsal çerçevesinde kurulan hipotezleri test etmek için regresyon analizi gerçekleştirilmiştir. Servis kanibalizasyon algısının, çaba, iş memnuniyeti, iş performansı ve işten uzaklaşma üzerinde yordayıcı bir değişken olduğu belirlenmiştir. Araştırmada ulaşılan diğer sonuç ise ilişkisel sermaye düzeyinin satış temsilcilerinin servis kanibalizasyon algısı ve sonuçları üzerinde kısmi aracı değişken olduğudur. Çalışmanın sonunda Seyahat Acentelerine çeşitli öneriler sunulmuştur.

İndirmeler

İndirme verileri henüz mevcut değil.

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