Özet:

In literature, employers’ exhibition of customer-oriented service behavior is associated with various individual and organizational factors. This study discussed the perception of organizational skill and error management culture in the context of organizational pioneers affecting customer-oriented service behavior. In this regard, the purpose of the research is to study the role of the mediation of the error management culture in the impact of organizational skill on customer-oriented service behaviors. In the framework of the research purpose, data were collected through the survey of 172 employees of the five-star three hotel enterprises operating in K.K.T.C. The data collected from the hotel staff was evaluated through identificative statistics, correlation and verifying factor analysis, while in the testing of hypotheses, the hierarchical regression analysis was used. Research findings show that the structural and contextual dimensions of organizational skill positively affect the levels of employers’ role-defined and cross-role customer-oriented service behavior display. However, the perception of error management culture also affects the levels of employers’ role-defined and cross-role customer-oriented service behavior display. Furthermore, it has been determined that the organizational skill dimensions have a partial mediation effect of the error management culture on the role-defined and cross-role customer-oriented service behavior levels of employers.