Yöneticinin Kullandığı Güç Kaynakları İle İş Tatmini İşten Ayrılma Eğilimi ve İş Performansı Arasındaki İlişki: Müşteri İlişkileri Çalışanları Üzerinden Nitel Bir Araştırma

Abstract

This study was conducted to reveal the relationship between the manager’s power sources, job satisfaction, turnover intention and job performance, which are related to organizational performance. Qualitative research model was used in this research. Within the scope of the research, in-depth interviews were conducted with five participants, each working in the customer service unit and in the call center, in two different organizations in the communication sector in Adıyaman, and they were subjected to content analysis. According to the results of analaysis, it has been seen that the most perceived power source by the employees working as face to face is the coercive power, and this power negatively affects job performance and job satisfaction and increases the turnover intention. But the most perceived power source by employees working in call center is expertise power and legal power. It has been observed that employees who perceive the power of reward, legal power and expertise power perceive their job satisfaction and job performance as high. Another result is that employees who provide face-to-face service have turnover intention, but none of the employees who serve through the call center have this intention.

The Mediating Role of Trait Anxiety in the Relationship between the Organizational Power Resources Used by School Principals and Teachers' Work Alienation Levels

“…There are many studies in the literature about power supplies. The terms job satisfaction and satisfaction [1,2,[9][10][11][12], organizational commitment [2,13,14], leadership styles and characteristics [15,16], job performance [17][18][19], organizational silence [20,21] organizational cynicism [22], organizational trust [23], organizational climate [24], job stress [17], dedication to work [25] have been found to be related. Studies have focused on the effects of organizational power on the organization and its employees.…”