Cilt 10 Sayı 2 (2022): Business & Management Studies: An International Journal
Makaleler

Örgütsel sadakatte kriz yönetimi faaliyetlerinin yordayıcılığı üzerine bir araştırma

Nazmiye Ülkü PEKKAN
Dr. Öğr. Üyesi, Tarsus Üniversitesi, Mersin/Tarsus, Türkiye
Abdullah ÇALIŞKAN
Prof. Dr., Toros Üniversitesi, Mersin, Türkiye

Yayınlanmış 2022-06-25

Anahtar Kelimeler

  • Kriz Yönetimi Faaliyetleri, Örgütsel Sadakat, Yükseköğretim Kurumları
  • Crisis Management Activities, Organizational Loyalty, Higher Education Institutions

Nasıl Atıf Yapılır

PEKKAN, N. Ülkü, & ÇALIŞKAN, A. (2022). Örgütsel sadakatte kriz yönetimi faaliyetlerinin yordayıcılığı üzerine bir araştırma. Business & Management Studies: An International Journal, 10(2), 703–715. https://doi.org/10.15295/bmij.v10i2.2061

Özet

COVİD-19 salgını pek çok alanı etkilediği gibi, eğitim sistemlerini de dünya çapında etkilemiştir. Ülkemizde, COVİD-19 sebebi ile tüm üniversitelerin uzaktan eğitim sistemine geçmesi, böylesi bir kriz döneminde yönetici/öğreticilerin örgütlerine karşı sadakatlerini çok yönlü analiz etme imkânı doğurmuştur. Bu çalışmada kriz yönetiminin üç alt boyutu olan, kriz öncesi, kriz esnası ve kriz sonrası faaliyetlerin birbiri üzerine ve çalışanların örgütsel sadakat algıları üzerine olan etkisi araştırılmıştır. Bu amaçla, kamu ve vakıf üniversitelerinde görev yapan yönetici ve öğretim elemanlarından oluşan 810 katılımcıdan anket yolu ile elde edilen verilerden yararlanılmıştır. Araştırma sonucunda kriz yönetiminin üç alt boyutunun birbirleri ve örgütsel sadakat üzerine anlamlı etkilerinin bulunduğu tespit edilmiştir.

İndirmeler

İndirme verileri henüz mevcut değil.

Referanslar

  1. Ahmad T. H., Baig, M., & Hui, J. (2020). Coronavirus disease 2019 (Covid-19) pandemic and economic impact. Pakistan Journal of Medical Sciences, May(36), 73-78. https://doi.org/10.12669/pjms.36.COVID19-S4.2638
  2. Aityan, S. K., & Gupta, T. K. P. (2011). Challenges of employee loyalty in corporate America. Business and Economics Journal, 55, 35-47.
  3. Akman, Y. & Özdemir, M. (2019). Örgütsel çekicilik, örgütsel imaj ve örgütsel sadakat arasındaki ilişkilerin incelenmesi: Öğretmenler üzerine bir araştırma. Eğitim ve Bilim, 44(198), 1-16. http://dx.doi.org/10.15390/EB.2018.7928
  4. Aljayi, Y., Fjer, A., Guennioui, M., & Tamek, A. (2016). Multinational companies’ human resource management practices’ and their organizational culture impact on employees’ loyalty: Case of Japanese multinational company in Morocco. Procedia - Social and Behavioural Sciences, 230, 204-211. https://doi.org/10.1016/j.sbspro.2016.09.026
  5. Arendt, C., LaFleche, M., & Limperopulos, M. A. (2017). A qualitative meta-analysis of apologia, image repair, and crisis communication: Implications for theory and practice. Public Relations Review, 43, 517-526.
  6. Ashcroft, L. S. (1997). Crisis management- public relations. Journal of Managerial Psychology, 12(5), 325-333. https://doi.org/10.1108/02683949710183522
  7. Barnum, M. (2020). Should schools close due to coronavirus? Here's what research says. https://www.chalkbeat.org/. (Erişim Tarihi: 15-12-2020).
  8. Blackman, D., & Ritchie B. W. (2008). Tourism crisis management and organizational learning. Journal of Travel & Tourism Marketing, 23(2-4), 45-57. https://doi.org/10.1300/J073v23n02_04
  9. Bennett, N., Martin, C. L., Bies, R. J., & Brockner, J. (1995). Coping with a layoff: A longitidunal study of victims. Journal of Management, 21(6), 1025-1040. https://doi.org/10.1177/014920639502100601
  10. Biçer, M. (2021). Örgütsel sadakat ve lider-üye etkileşiminin çalışanların bireysel iş performansları üzerindeki etkileri. İnsan ve Toplum Bilimleri Araştırmaları Dergisi, 10(2), 1518-1538. https://doi.org/10.15869/itobiad.857071
  11. Braverman, M. (2003). Managing the human impact of crisis. Risk Management, 50(5), 10-14.
  12. Brockner, J. & James, E. H. (2008). Toward and an understanding of when executives see crisis as opportunity. The Journal of Applied Behavioural Science, 44(1), 94-115. https://doi.org/101177/0021886307313824
  13. Bossong, R. (2013). EU civilian crisis management and organizational learning. European Security, 22(1), 94-112. https://doi.org/10.1080/09662839.2012.704364
  14. Buchanan, B. (1974). Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly, 19, 533-546. https://doi.org/10.2307/2391809
  15. Choi, J., Sung , S., & Kim, M. (2010). How do groups react to unexpected threats? Crisis management in organizational teams. Social Behaviour and Personality, 38(6), 805-828. https://doi.org/10.2224/sbp.2010.38.6.805
  16. Coombs, W. T. (2007). Attribution theory as a guide for post-crisis communication research. Public Relations Review, 33(2), 135-139. https://10.1016/j.pubrev.2006.11.016
  17. Çalışkan, A. (2020). Kriz yönetimi: Bir ölçek geliştirme çalışması. Türk Sosyal Bilimler Araştırmaları Dergisi, 5(2), 106-120.
  18. Dawar, N., & Lei, J. (2009). Brand crises: The roles of brand familiarity and crisis relevance indetermining the ımpact on brand evaluation. Journal of Business Research, 62, 509-516. https://doi.org/10.1016/j.jbusres.2008.02.001
  19. Dede, Y. E. & Sazkaya, M. K. (2018). The mediating role of employee loyalty between employee empowerment and employee innovative behaviour: A study from Teknopark Istanbul. Çankırı Karatekin Üniversitesi İİBF Dergisi, 8(1), 55-82.
  20. Dutta, S., & Pulling, C. (2011). Effectiveness corporate responses to brand crises: The role of crisis typeand response strageties. Journal of Business Research, 64, 1281-1287. https://doi.org/10.1016/j.jbusres.2011.01.013
  21. Efraty, D., & Wolfe, D. M. (1988). The effect of organizational identification on employee affective and performance responses. Journal of Business and Psychology, 3(1), 105-112.
  22. Gong, Y., Law, K. S., Chang, S., & Xin, K. R. (2009). Human resources management and firm performance: The differential role of managerial affective and continuance commitment. Journal of Applied Psychology, 94, 263–275. http://dx.doi.org/10.1037/a0013116
  23. Graham, M. W., Avery, E. J., & Park, S. (2015). The role of social media in local government crisis communications. Public Relations Review, 41(3), 386–394. https://doi.org/10.1016/j.pubrev.2015.02.001
  24. Grundy, M., & Moxon, R. (2013). The effectiveness of airline crisis management on brand protection: A case study of British airways. Journal of Air Transport Management, 28, 55-61. https://doi.org/10.1016/j.jairtraman.2012.12.011
  25. Gürçaylılar Yenidoğan, T. (2009). Müşteri sadâkat programları: Pazarlama yazınında bakış açıları ve genel bağlam. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 12(21), 116-138.
  26. Hale J. E., Dulek, E. R., & Hale, D. P. (2005). Crisis response communication challenges: Building theory from qualitative data. Journal of Business Communication, 42, 112-134. https://doi.org/10.1177/0021943605274751
  27. Halkos, G., & Bousinakis, D. (2016). The effect of crisis on employees’ stress and dissatisfaction. 5th ENVECON Conference, MPRA. tarihinde “https://www.researchgate.net/publication/327118845_The_effect_of_crisis_on_employees'_stress_and_dissatisfaction”, (Erişim Tarihi: 25.12.2020).
  28. Herbane, B. (2013). Exploring crisis management in UK small- and medium-sized enterprises. Journal of Contingencies and Crisis Management, 21(2), 82-95.
  29. Hetu, S. N., Gupta, S., Vu, V., & Tan, G. (2018). A simulation framework for crisis management: Designand use. Simulation Modelling Practice and Theory, 85, 15-32. https://doi.org/10.1016/j.simpat.2018.03.001
  30. Huang, Y. C., Tseng, Y. P., & Petrick, J. F. (2008). Crisis management planning to restore tourism after disasters: A case study from taiwan. Journal of Travel and Tourism Marketing, 23(2-4), 203-221. https://doi.org/10.1300/J073v23n02_16
  31. Jumayeva, J., & Aktepe, C. (2020). Kriz dönemlerinde konaklama sektörü işletmelerinin müşteri ilişkileri yönetimine yönelik uygulamaları: Türkiye-Rusya uçak krizi. İşletme Araştırmaları Dergisi, 12(4), 4449-4465. https://doi.org/10.20491/isarder.2020.1115
  32. Jurgens, M., & Helsloot, I. (2018). The effect of social media on the dynamics of (self) resilience during disasters: A literature review. Journal of Contingencies and Crisis Management, 26(1), 79–88.
  33. Kang, I., Lee, K. C., Lee, S., & Choi, J. (2007). Investigation of online community voluntary behaviour using cognitive map. Computers in Human Behaviour, 23, 111-126. https://doi.org/10.1016/j.chb.2004.03.039
  34. Karp, P. & McGowan, M. (2020). Clear as mud': Schools ask for online learning help as coronavirus policy confusion persists. https://www.theguardian.com/”, (Erişim Tarihi: 23-12-2020).
  35. Kehoe, R. R., & Wright, P. M. (2013). The impact of high-performance human resource practices on employees’ attitudes and behaviours. Journal of Management, 39, 366–391. http://dx.doi.org/10.1177/0149206310365901
  36. Kiruthiga, V., & Magesh, R. (2015). Enticement of employee loyalty. Internatıonal Journal of Scientific Research, 4(1), 223-225.
  37. Koç, H. (2009). Örgütsel bağlılık ve sadakat ilişkisi. Elektronik Sosyal Bilimler Dergisi, 8(28), 200-211.
  38. Küçük, F. & Bayuk, M. N. (2007). Kriz ortamında bir başarı faktörü olarak çalışanların kurum imajı. Journal of Yasar University, 2(7), 795-808.
  39. Lanaj, K., Chang, C. H. D., & Johnson, R. E. (2012). Regulatory focus and work-related outcomes: A review and meta-analysis. Psychological Bulletin, 42, 800-820. https://doi.org/10.1037/a0027723.
  40. Lawrence, P. R. (1958). The changing of organizational behaviour patterns: A case study of decentralization. Harvard University Graduate School of Business Administration, Division of Research: Boston.
  41. Lee, J., Woeste, J. H., & Heath, R., L., (2007). Getting ready for crises: Strategic excellence. Public Relations Review, 33, 334-336. https://doi.org/10.1016/j.pubrev.2007.05.014
  42. Lee, Y., & Harrald, J. R. (1999). Critical issue for business area impact analysis in business crisis management: Analytical capability. Disaster Prevention and Management An International Journal, 8(3), 184-189.
  43. Liu, Y., Cheng, P., & Ouyang, Z. (2021). How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China. Journal of Retailing and Consumer Services, 58, 1-10. https://doi.org/10.1016/j.jretconser.2020.102322.
  44. Mael, F. A., & Ashforth, B. E. (2001). Identification in work, war, sports and religion: contrasting the benefits and risks. Journal for the Theory of Social Behaviour, 31(2), 197-222. http://dx.doi.org/10.1111/1468-5914.00154
  45. Mahmood, B., Ahmed Qureshi, J., Huraira, A. & Mahmood, A. (2019). Relationship between brand experience and brand loyalty. Örgütsel Davranış Araştırmaları Dergisi, 4(1), 79-88.
  46. Makkonen, H., Pohjola, M., Olkkonen, R., & Koponen, A. (2014). Dynamic capabilities and firm performance in a financial crisis. Journal of Business Research, 67(1), 2707–2719. http://doi.org/10.1016/j.jbusres.2013.03.020
  47. Markovits, Y., Boer, D., & Dick, R. V. (2013). Economic crisis and the employee: The effects of economic crisis on employee job satisfaction, commitment and self-regulation. European Management Journal, 32(3), 413-422. http://dx.doi.org/10.1016/j.emj.2013.09.005
  48. Matzler, K. & Renzl, B. (2006). The relationship between interpersonal trust, employee satisfaction, and employee loyalty. Total Quality Management and Business Excellence, 17(10), 1261-1271. https://doi.org/10.1080/14783360600753653.
  49. Meesangkaew, N. (2019). The effects of internal crisis communication on communication satisfaction, employee satisfaction, organizational commitment, and turnover intention for Thai hotel employees. (Graduate theses and dissertations). https://lib.dr.iastate.edu/etd/17511
  50. Meydan, C. & Şeşen, H. (2011). Yapısal eşitlik modellemesi AMOS uygulamaları. Ankara: Detay Yayıncılık
  51. Monferrer, D., Segarra, J. R., Estrada, M., & Moliner, M. A. (2019). Service quality and customer loyalty in a post-crisis context prediction-oriented modeling to enhance the particular importance of a social and sustainable approach. Sustainability, 11(4930), 1-27. https://doi.org/10.3390/su11184930
  52. Murali, S., Poddar, A., & Seema, A. (2017). Employee loyalty, organizational performance & performance evaluation- a critical survey. IOSR Journal of Business and Management, 19(8), 62-74. https://doi.org/10.9790/487X-1908036274.
  53. Naeem, M., & Sami, A., (2020). Product brand loyalty and purchase decision: a comparative study of automobile industry of Pakistan. International Journal of Entrepreneurial Research, 3(3), 76-87. https://doi.org/10.13140/RG.2.2.19225.11366
  54. Olawale, S. R. (2014). Crisis management strategy and its effects on organizational performance of multinational corporations in Nigeria: Empirical evidence from Promassidor Ltd. European Journal of Business and Management, 6(23), 79-87.
  55. Oliver, R. L. (1999). Whence consumer loyalty. Journal of Marketing, 63, 33-44.
  56. Paksoy, H. M., & Özbezek, B. D. (2013). Örgütsel değişimde beşerî sermayenin rolü. Akademik Bakış, 6(12), 1-39.
  57. Pan, P. L., & Meng, J. (2016). Media frames across stages of health crisis: A crisis management approach to news coverage of flu pandemic. Journal of Contingencies and Crisis Management, 24(2), 95–106. https://doi.org/ 10.1111/1468-5973.12105
  58. Pearson C. M., & Clair, J. A. (1998). Reframing crisis management. Academy of Management Review, 23(1), 59-76. https://doi.org/ 10.2307/259099
  59. Pheng, L. S., David, K. H., & Ann, Y. S. (1999). Crisis management: Survey of property development firms. Property Management, 17(3), 231-251. https://doi.org/ 10.1108/02637479910286916
  60. Ponis, S. T., & Ntalla, A. (2016). Crisis management practices and approaches: Insights from major supply chain crises. Procedia Economics and Finance, 39, 668-673. https://doi.org/10.1016/S2212-5671(16)30287-8
  61. Puchan, H. (2001). The Mercedes-Benz A-class crisis. Corporate Communications: An International Journal, 6(1), 42-46. https://doi.org/10.1108/13563280110381215
  62. Punia, B. K. & Sharma, P. (2008). Employees perspective on human resource procurement practices as a retention tool in Indian IT sector. The Journal Of Business Perspective, 12, 57-69. https://doi.org/10.1177/097226290801200406
  63. Ritchie, B. W. (2004). Chaos, crises and disasters: A strategic approach to crisis management. Tourism Management, 25(6), 669-683. https://doi.org/10.1016/j.tourman.2003.09.004
  64. Rodrigueza, G. C., Román, C. P., & Zú˜niga-Vicente, J. A. (2019). The relationship between identification and loyalty in a public university: Are there differences between (the perceptions) professors and graduates?. European Research on Management and Business Economics, 25(3), 122-128. https://doi.org/10.1016/j.iedeen.2019.04.005
  65. Savage, S. P., Moon, G., Kelly, K., & Bradshaw, Y. (1997). Divided loyalties?—The police surgeon and criminal justice. Policing and Society, 7(2), 79-98. https://doi.org/10.1080/10439463.1997.9964766
  66. Semerciöz, F., Pehlivan, Ç., Sözüer, A., & Mert, A. (2015). Crisis management practices and strategic responses through customer loyalty and price strategy in hard times: Evidence from fine-dining restaurants. Procedia- Social and Behavioural Sciences, 207, 149-156. https://doi.org/10.1016/j.sbspro.2015.10.164
  67. Simon, M. (2020). Children's Coronavirus Cases Are Not As Severe, But That Doesn't Make Them Less Serious. “https://edition.cnn.com/”, (Erişim Tarihi: 15-12-2020).
  68. Skowron, L. & Kristensen, K. (2012). The impact of the recent banking crisis on customer loyalty in the banking sector: Developing versus developed countries. The TQM Journal, 24(6), 480-497. https://doi.org/10.1108/17542731211270052
  69. Syanevets, T. D., & Sudakova, T. V. (2019). Organizational loyalty as a characteristic of management quality for an energy company. E3S Web of Conferences, 124. https://doi.org/10.1051/e3sconf/201912405050.
  70. Taylor, L., Sharma, G., Martin, A., & Jameson, S. (Eds.) (2020). Data justice and covıd-19: Global perspectives. Meatspace Press. https://archive.org/download/data-justice-and-covid-19/Data_Justice_and_COVID-19.pdf
  71. Uyar, A. (2019). Müşteri memnuniyeti ile müşteri sadakati arasındaki ilişkinin yapısal eşitlik modeli ile incelenmesi: Otomobil kullanıcıları üzerine bir uygulama. Elektronik Sosyal Bilimler Dergisi, 18(69), 41-57. https://doi.org/10.17755/esosder.416556
  72. Venkateswaran, P. S., Sabarirajan, A., Mohammed Imrankhan, S., & Elangovan, K. E. (2015). A study on brand loyalty behaviour among the customers towards branded shirts. International Journal of Applied Engineering Research, 10(28), 21937-21945.
  73. Williamson, J., & Hassanli, N. (2020). It’s all in the recipe: How to increase domestic leisure tourists’ experiential loyalty to local food. Tourism Management Perspectives, 36, 1-9. https://doi.org/10.1016/j.tmp.2020.100745
  74. Yıldırım, Y., Üzüm, H., & Yıldırım, İ. (2012). An examination of physical education teachers in terms of their organizational citizenship behaviours and organizational loyalty according to some demographic variables. Procedia- Social and Behavioural Sciences, 47, 2146–2156. https://doi.org/10.1016/j.sbspro.2012.06.964