Örgütsel Destek Algısının Hizmet Kalitesine Etkisinde Personel Güçlendirmenin Aracılık Rolü: Konaklama İşletmeleri Üzerine Bir Araştırma
The Mediating Role of Empowering Personnel in the Effect of Organizational Support Perception on Service Quality: A Study on Hospitality Businesses

Summary/Abstract: In the research, it was aimed to determine the mediating effect of personnal empowerment in the relationship between organizational support perception and service quality; and secondary objectives are to determine the effect of perceived organizational support on service quality, the effect of personnel empowerment on service quality and the effect of perceived organizational support on personnel empowerment.The research universe consists of the employees who work in 5-star hospitality enterprises of Antalya in 2018. The sample of the research is the employees whose number is representative of the universe. In the research that utilized the descriptive research model in terms of quantitative, the data of 447 questionnaires collected between February and April 2018 by being used simple sampling method were analyzed. As a result of the research, it was determined that a partial mediation effect of the personnel empowerment exists in the relationship between the perceived organizational support and service quality.As a result of the analysis regarding the secondary objectives of the research, it was found that both perceived organizational support and personnel empowerment affect service quality and perceived organizational support affects empowerment.

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