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Bu çalışmanın amacı çağrı merkezi çalışanlarının örgütsel vatandaşlık davranışlarına duygusal zekâ ve iş-aile yayılımlarının etkisinin incelenmesidir. Çalışma ilişkisel tarama olarak tasarlamış ve 200 çalışan araştırmaya dâhil edilmiştir. Araştırmanın verilerinin toplanması amacıyla “Örgütsel Vatandaşlık Davranışı Ölçeği”, “Duygusal Zekâ Ölçeği” ve “İş-Aile Yayılımı Ölçeği” kullanılmıştır. Araştırma verileri IBM SPSS 22 paket programı kullanılarak analiz edilmiştir. Araştırma sonuçlarına göre örgütsel vatandaşlık ile duygusal zekâ, pozitif iş-aile ve aile iş yayılımı arasında olumlu, negatif aile-iş, iş-aile yayılımı arasında olumsuz ilişki mevcuttur. Araştırmada kadın katılımcıların duygusal zekâ ve negatif iş-aile yayılımı algıları erkek katılımcılara göre daha yüksek bulunmuştur. Örgütsel vatandaşlığın yordanma düzeyinin anlaşılmasına ilişkin çoklu regresyon analizi gerçekleştirilmiştir. Bunun sonucunda duygusal zekâ ve pozitif iş aile yayılımının örgütsel vatandaşlığın olumlu yordayıcıları oldukları anlaşılmıştır. Çalışma sonuçlarına dayalı olarak çalışanların örgütsel vatandaşlık davranışlarında duygusal zekâ düzeyleri ve iş-aile dengelerinin daha detaylı anlaşılmasına ilişkin önerilerde bulunulmuştur.
The aim of this study is to study the impact of emotional intelligence and business-family spread on the organizational citizenship behavior of call center employees. The work was designed as a relative scan and 200 employees were involved in the research. For the purpose of collecting the data of the study, the "Organized Citizenship Behavior Scale", the "Amotional Intelligence Scale" and the "Business-Family Distribution Scale" were used. The research data was analyzed using the IBM SPSS 22 package program. According to the research results, there is a negative relationship between organizational citizenship and emotional intelligence, positive business-family and family business spread, negative family-work, business-family spread. The study found that women’s emotional intelligence and negative business-family spread perceptions were higher than men’s participants. Multiple regression analysis has been carried out on the understanding of the level of resignation of organizational citizenship. As a result, emotional intelligence and positive business family spread are understood as positive contributors to organizational citizenship. Based on the results of the study, recommendations were made for more detailed understanding of the level of emotional intelligence and the work-family balance in the organizational citizenship behavior of employees.
The aim of this study is to examine the effects of emotional intelligence and work-family spread on the organizational citizenship behaviors of call center employees. The study is designed as a relational screening and 200 employees were included in the study. "Organizational Citizenship Behavior Scale", "Emotional Intelligence Scale" and "Work-Family Distribution Scale" were used to collect the data of the study. Research data were analyzed using IBM SPSS 22 package program. According to the results of the research, there is a positive relationship between organizational citizenship and emotional intelligence, positive work-family and family-work spread, and a negative relationship between family-work, work-family spread. In the study, female participants' perceptions of emotional intelligence and negative work-family spread were found to be higher than male participants. Multiple regression analysis was conducted to understand the predictive level of organizational citizenship. As a result, it has been understood that emotional intelligence and positive work-family spread are positive predictors of organizational citizenship. Based on the results of the study, suggestions were made for a more detailed understanding of emotional intelligence levels and work-family balances in employees' organizational citizenship behaviors.
Alan : Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Uluslararası
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