تأثیر جو برخورد با خطا بر تمایل به ترک خدمت زنان شاغل (مورد مطالعه: هتل های چهار و پنج ستاره شهر مشهد)
محورهای موضوعی : مطالعات اجتماعی و گردشگری، جامعه شناسی گردشگری
اسماعیل ملک اخلاق
1
(دانشیار گروه مدیریت، دانشکده ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران)
فرشاد قادری
2
(دانشجوی دکتری سیاست‌گذاری بازرگانی، گروه مدیریت، دانشکده ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران)
کلید واژه: جو مدیریت خطا, جو بخشش درک شده, رفتار یادگیری, تمایل به ترک خدمت,
چکیده مقاله :
در عصر اجتماعی جدید زنان به‌عنوان نیمی از افراد جامعه در پیشبرد اهداف کشورها تأثیر بسزایی دارند. با توجه به اینکه سازمان‌ها از وجود خطا بری نیستند، جو مناسب برای برخورد با خطا برای سازمان‌ها خصوصاً سازمان‌های خدماتی ضروری است. هدف این پژوهش بررسی تأثیر جو برخورد با خطا بر تمایل به ترک خدمت با نقش میانجی‌گری رفتار یادگیری می‌باشد. پژوهش حاضر به لحاظ هدف، كاربردي و از نظر روش انجام كار، پيمايشـي اسـت. جامعه آماری پژوهش را کارکنان زن هتل‌های شهر مشهد تشکیل دادند. به دلیل نامشخص بودن جامعـه آمـاري، 390 نفر به‌عنوان نمونه انتخاب شدند. ابزار گردآوری داده‌ها پرسشنامه بود که روایی صوری و محتوایی آن از طریق بررسی صاحب‌نظران مدیریت و روایی سازه آن با استفاده از تکنیک تحلیل عاملی تأییدی در نرم‌افزار آموس ارزیابی و تأیید شد. همچنین ضریب آلفای کرونباخ بزرگ‌تر از 7/0 برای سازه‌های مختلف پرسشنامه، پایایی آن را تأیید کرد. یافته‌های پژوهش نشان داد، جو مدیریت خطا و جو بخشش درک شده به ترتیب با 48/0و 57/0 بر رفتار یادگیری کارکنان تأثیر دارد. همچنین اثر جو مدیریت خطا، جو بخشش درک شده و رفتار یادگیری به ترتیب با 34/0-، -20/0-و 28/0- بر کاهش تمایل به ترک خدمت کارکنان معنی‌دار است. علاوه بر این نقش واسط رفتار یادگیری در رابطه علی بین جو مدیریت خطا و تمایل به ترک خدمت با ضریب اثر 13/0- و رابطه علی بین جو بخشش و تمایل به ترک خدمت با ضریب اثر 16/0- نیز تأیید شد.
Constituting half of society, women play a significant role in advancing the goals of different countries in this new social age. On the other hand, as organizations, especially the service-providing ones, are potentially subject to errors, they need to provide an appropriate environment for treating possible errors. Therefore, this applied survey study sought to investigate the effect of an error treatment atmosphere on the willingness to quit one’s job, considering learning behavior as the mediating factor. The statistical population of the study comprised female staff of four and five-star hotels in Mashhad, out of whom 390 people were selected as participants. Moreover, the required data were collected through a questionnaire, whose form and content validity were evaluated and verified by management experts and its construct validity was measured and confirmed using the confirmatory factor analysis in Amos software. Also, the reliability of different constructs of the questionnaire was confirmed, as the reported Cronbach's alpha coefficient was over 0.7. The findings of the study indicated the positive influence of error management and perceived forgiveness atmosphere on the staff’s learning behavior, with their effect rate being 0.48 and 0.57, respectively. On the other hand, error management atmosphere, perceived forgiveness atmosphere, and learning behavior had a significant influence on reducing the willingness of the staff to quit their jobs, with their effect rates being -0.34, -0.20, and -0.28, respectively. Moreover, the mediating role of the learning behavior in the causal relationships between the error management atmosphere and the willingness to quit one’s job, and between the perceived forgiveness atmosphere and such a willingness was confirmed, with the former and latter’s effect rate being -0.13 and -0.16, respectively.
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