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    Gender differences in perceptions of work experiences and service quality provided by front-line service workers in four- and five- star hotels in Turkey: A research note
    (2013) Koyuncu, Mustafa; Burke, Ronald J.; Ashtakova, Marina; Eren, Duygu; Çetin, Hayrullah
    Two studies considered possible gender differences in work experiences and service quality behaviors of front-line service employees working in hotels in Turkey.. The first study examined perceptions of servant leadership provided by their supervisors/managers and worker's reports of service quality provided to clients by their hotels of male and female front line workers employed in four- and five -star hotels. Data were collected from 221 front-line employees, 122 males and 82 females, a 37% response rate, using anonymously completed questionnaires. Previously developed and validated measures of servant leadership (Liden, Wayne, Zhao & Henderson, 2008) and service quality (Parasuraman, Zeithaml & Berry, 1998) were used and both were found to be highly reliable in this study. Males and females were similar on five personal demographic items. Males tended to report higher levels (p<.10) on two dimensions of servant leadership (Emotional support, Conceptual skills) than did females. In addition, males rated the quality of service provided higher on three dimensions (Tangibles, Reliability, Responsiveness, and tended top rate the quality of service higher on the composite score (p<.10) than did females. The differences on perceptions of service quality might be attributed to the departments in which males and females were more likely to work, males tended to work in departments having greater direct client contact. The second investigation examined gender differences in levels of service rewards provided by their hotels and employees engaging in in three prosocial service behaivors:estra0role, role prescribed, and cooperation (Bettencourt & Brown, 1997). Data were collected from241` employees, 151 males and 88 females working in 18 different hotels in the Cappadocia region, using anonymously completed questionnaires, a 60% response rate. There were no differences in perceptions of service rewards or in prosocial behaviors. In essence, male and female front-line service workers generally indicated more similar than different appraisals of their work experiences in both investigations
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    Mentoring relationships among managerial and professional women in Turkey Potential benefits?
    (EMERALD GROUP PUBLISHING LIMITED, 2014) Koyuncu, Mustafa; Burke, Ronald J.; Alayo?lu, Nihat; Wolpin, Jacob
    Purpose - Although qualified women are still underrepresented at ranks of senior management in all countries, considerable progress has been made in identifying work experiences associated with career success and advancement. The studies of mentor relationships in North America have shown that women receiving more functions from their mentors reported benefits such as greater job and career satisfaction, and female mentors provided more psychosocial functions than did male mentors. The present study examined antecedents and consequences of mentor relationships in a sample of managerial and professional women working for a large organization in Turkey. The paper aims to discuss these issues. Design/methodology/approach - Data were collected from 192 women managers and professionals using anonymously completed questionnaires. Findings - The following results were obtained: having a mentor relationship had little impact on work outcomes, female and male mentors generally provided the same mentor functions, and mentor functions had little impact on work outcomes. Practical implications - Highlights the potential role of both organizational and societal values in mentoring programs. Originality/value - These findings are at odds with previously reported results obtained in Anglo-Saxon countries. Possible explanations for the failure to find previously reported benefits of mentoring are offered.
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    Service rewards and prosocial service behaviours among employees in four and five star hotels in Cappadocia
    (Routledge, 2014) Eren, Duygu; Burke, Ronald J.; Astakhova, Marina N.; Koyuncu, Mustafa; Çullu Kaygısız, Neşe
    Considerable research evidence has emerged demonstrating a link between aspects of organizational culture and employee behaviour. The present investigation examined the association of levels of service rewards perceived by service employees working in four- and five-star Turkish hotels to be provided by their organizations, and employees engaging in prosocial service behaviours. Data were collected from 241 employees working in 16 different hotels in Cappadocia, Turkey, using anonymously completed questionnaires, with a 60% response rate. Respondents rated both levels of prosocial service behaviours and levels of service rewards provided to them by their hotels as relatively high. Personal demographic characteristics were weak and inconsistent predictors of both prosocial service behaviours and perceptions of service rewards. Service rewards, controlling for personal demographics, were strong and consistent predictors of the three prosocial service behaviours studied here. © 2014 Taylor & Francis.