Abstract:

In today’s business world where physical resources can be easily imitated by competitors, the only way to sustain competitive superiority is to effectively and efficiently use the human resources possessed. This situation, which applies to all sectors, feels more intense in companies operating in the service sector. Parallel to this fact, in recent periods in management and organizational behavior literature, there is an increase in work on variables that will improve the performance of employees. One of the joint contributions expressed in these studies is the increasing importance of customer-oriented behavior based on the essence of voluntarism, which is not included in the definitions of tasks in the process of improving the organizational performance and achieving the organizational goals in today’s business world. Exhibition of such behaviors requires the existence of a series of predecessors. This study was conducted with the aim of testing the mediation effect of organizational self-righteousness in the relationship between psychological possession and customer-oriented behavior. The data is collected using the survey technique from a sample consisting of tourism sector employees. The results of the analysis found that there were meaningful and positive relationships between all the variables of the research. Research findings also show that organizational self-respect has a full mediation effect on the relationship between psychological possession and customer-oriented behavior. It is hoped that the research findings will provide a series of contribution to researchers and practitioners.

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