Competencies of human resource, which are considered as factors creating innovation and value to organizations, are becoming extremely important for organizations. An understanding of competency-based development will improve employees' performance and therefore will help to improve the performance of the organization. Our research was conducted in Istanbul by using convenient sampling method on 175 participants working in banking, telecommunications, health care, aeronautical and food industries. According to the results of the research, employees' perceptions regarding the relevance and fairness of competency models have a positive effect on employability outcomes and organizational citizenship behavior. It has been concluded that social exchange has a moderating role on this positive effect.

No abstract

Purpose: Although social capital and positive reputation in organizations are essential for career success, there is a limited perspective in the literature on the political characteristics (motivation and ability) that enable one to acquire and develop the two elements. This study seeks to investigate the sequential role of political skill and network resources as serial mediators of the political will–personal reputation relationship. Methodology: In total, what provided data for the study were 457 sales executives from 13 different sectors in the cities of İstanbul, Kocaeli, and Bursa, which is an economically leading region of western Turkey. Executives rated their political will, political skill network resources, and personal reputation. Based on the complementary theories of political influence, social network, and signaling, we analyzed the relationships between constructs with structural equation modeling. Findings: Political skill mediated the relationship between political will and network resources, network resources mediated the relationship between political skill and personal reputation, while political skill and network resources sequentially mediated the relationship between political will and personal reputation. Implications: The data were collected from a single source. Practical Implications: Political will, political skill training, and social networks may help individuals manage their personal reputation at work, thus benefiting their careers. Originality/Value: This is one of the first studies to sequentially investigate how individuals’ characteristics (motivation and ability) develop their social network and personal reputation at work. Moreover, theories of political influence, social capital, and signaling were jointly used for the first time ever.

ÖZGünümüzde işletmeler hizmet sektörü içerisindeki mevcudiyetini sürdürebilmek için yüksek kalitede hizmet sunma zorunluluğuyla karşılaşmaktadırlar. Kamu yönetiminde yaşanan paradigma değişimiyle birlikte günümüzde kamu kuruluşları da yüksek kalitede hizmet sunma anlayışı esas alarak hizmet alanların memnuniyetlerini dikkate alınması önem veren bir anlayış sergilemektedir. Buradan hareketle bir piyasa oyuncusu hem de bir kamu kuruluşu olan PTT'nin vermiş olduğu hizmetlerin kalitesine yönelik bir çalışma yapılmıştır. Bu çalışmada, İstanbul ilindeki PTT şubelerinin sunduğu hizmetlerde hizmet kalitesi boyutların ortaya çıkarılması, bu boyutların hizmet alanların memnuniyeti üzerindeki etkisinin belirlenmesi, hizmet verenlerle hizmet alanlar arasında kalite boyutlarının önem dereceleri arasında farklılık olup olmadığının irdelenmesi amaçlanmıştır. Bu amaçla, Servqual ölçeği geliştirilerek 29 adet soruyla ölçülmüş ve 381 katılımcı tarafından yanıtlanmıştır. Analiz sonuçlarında hizmet kalitesi boyutlarının hizmet alanların memnuniyetinde anlamlı bir etkisi olduğu ortaya koyulmaktadır. Bir diğer önemli sonuçta, hizmet alanla hizmet verenlerin hizmet kalitesi boyutlarına ilişkin önem dereceleri arasında fark olduğu sonucuna ulaşılmıştır. Anahtar Kelimeler: Hizmet Kalitesi, Servqual Ölçeği, PTT ABSTRACT Today, business is faced with the obligation to provide services of high quality to maintain its presence in the service sector. With the paradigm change in public administration, public institutions which are based on providing high quality services, exhibit an understanding that put the emphasis on taking into consideration the satisfaction of the ones who get service. From this point of view, this study is conducted towards the quality of services of PTT which is both a market player and public institution. This study aims to reveal dimensions of service quality submitted in the post office branches in the province of İstanbul, determine these impact of these dimensions on the satisfaction of people who receive services and explicate if there is a difference between the importance of quality dimensions in getting service and panderer. With this aim, the Servqual scale was developed with 29 question and was answered by 381 participant. In the analysis results reveal that the dimensions of service quality have a significant effect on satisfaction of people who receive services. Also, it is concluded that there is a difference between the importance of quality dimensions in getting service and panderer.

Recently, the customer structure and their expectations are changed in the airline industry same as the other service industries with changed conditions by technology, quality of living etc. Due to changing expectations for service quality and new market structure, airline companies will be able to provide a competitive advantage through meeting customers' expectations with high satisfaction and understanding the changing market. In this context, the aim of this study is identifying the determinants of airline service quality perceived by customers; reveal the effects of perceived service quality on customer satisfaction, and effects of customer satisfaction on behavioral intentions of customers, simultaneously by using a conceptual model. Perceived service quality dimensions used in this research are developed on the basis of the AIRQUAL and SERVPERF models. Unlike existing studies, the study also posits perceived service quality, customer satisfaction and behavioral intentions in a single model. The sample of this research comprises the passengers who had flown on any of the national airlines of Turkey in the recent year and they are selected using non-probability judgmental sampling technique. Structural equation modeling is performed to confirm reliability and validity of the measures and examine the structural relationships between constructs. According to obtained results, image that is one of the dimensions of perceived service quality is the strongest significant determinant of customer satisfaction. Also, word-of-mouth and repurchase intention are significantly and positively influenced by customer satisfaction. However, the relationship between customer satisfaction and negative feedbacks of the customers is found positive contrary to proposed hypothesis. As well as the supportive findings of previous research, this study raises a critical question regarding the relationship between customer satisfaction and negative feedbacks for further research to focus on.