Author/Authors :
EREN, Selim Said Çanakkale Onsekiz Mart Üniversitesi - Biga Iktisadi ve Idari Bilimler Fakültesi (İİBF) - isletme Bölümü, Turkey , AYAS, Nevriye Çanakkale Onsekiz Mart Üniversitesi - Bayramiç Meslek Yüksekokulu, Turkey , EREN, Müfide Şule Çanakkale Onsekiz Mart Üniversitesi - Biga Iktisadi ve Idari Bilimler Fakültesi (İİBF) - isletme Bölümü, Turkey , AKYÜZ, Bülent Çanakkale Onsekiz Mart Üniversitesi - Iktisadi ve Idari Bilimler Fakültesi (İİBF) - isletme Bölümü, Turkey
Title Of Article :
THE EFFECTS OF SERVICE ORIENTATION ON EMPLOYEE’ ATTITUDES AND BEHAVIOURS
Abstract :
The aim of this study is to give an insight into the effects of organizational service orientation on service employees‟ attitudes and behaviours and financial performance. In this context, the study aim to explore relationships between organizational service orientation and employees‟ organizational commitment, team spirit, job satisfaction, organizational citizenship behaviour, and financial performance. To the end, a conceptual research model including nine hypotheses is developed based on the literature review. Hypothesis developed are tested by structural equation modelling with the data collected from a sample of managers and employees of banks operating in different cities of Turkey via a structured questionnaire derived from the literature. Results reveal that service orientation is positively related with all other variables. However, only organizational citizenship behaviour is positively related with financial performance.
NaturalLanguageKeyword :
Service orientation , organizational commitment , team spirit , job satisfaction , organizational citizenship behaviour
JournalTitle :
Journal Of Economics and Administrative Sciences, Ataturk University
