|  e-ISSN: 2618-589X

Derleme Makalesi | Türk Akademik Yayınlar Dergisi 2020, Cil. 4(2) 92-121

Kariyer Geliştirme Uygulama ve Araştırmaları için Önemli Bir Kavram: Hizmet Yönelimi

Mustafa KILINÇ & Kıvanç UZUN

ss. 92 - 121   |  DOI: https://doi.org/10.29329/tayjournal.2020.488.01   |  Makale No: tay journal.2020.006

Yayın tarihi: Aralık 15, 2020  |   Okunma Sayısı: 0  |  İndirilme Sayısı: 19


Özet

Hizmet yönelimi kavramı, hem bireysel açıdan çalışan özelinde, hem de işletmelerin müşteriye yönelik politikaları genelinde araştırılan önemli bir kavramdır. Bireysel düzeyde hizmet yönelimi; çalışanların müşteri ihtiyaçlarını öngörmeye, tanımaya ve karşılamaya olan yatkınlıkları şeklinde tanımlanmaktadır. Örgütsel düzeyde hizmet yönelimi ise bir kurumun iklimini/kültürünü, müşteriye yönelik stretejilerini ve hizmet sunan diğer şirketlerle olan rekabetini etkileyen bir değişken olarak kendisine ifade alanı bulmaktadır. Alanyazında hizmet yönelimi kavramına ilişkin yapılan çalışmalar incelendiğinde; yabancı alanyazında bu kavrama yönelik uzun yıllardır araştırmaların yapıldığı ancak yerli alanyazında ise bu kavramın ihmal edildiği anlaşılmaktadır. Bu durum kültürümüzde hizmet yönelimi kavramının hem bireysel hem de örgütsel düzeyde işevuruk tanımının yapılmasını zorlaştırmaktadır. Bu bağlamda hizmet yönelimi kavramı ile ilgili araştırmaların yapılmasına altyapı sağlayacak, kültürümüze özgü bir alanyazın bilgisinin eksikliği dikkat çekmektedir. Bu çalışma, hizmet yönelimi kavramının tam olarak ne olduğunun ve bu kavramın kariyer geliştirme, uygulama ve araştırmalarında ne yönde kullanılabileceğinin anlaşılabilmesi adına, yerli alanyazındaki önemli bir boşluğu doldurması bakımından son derece önemli görülmektedir. Bu araştırma, hizmet yönelimi üzerine çalışmalar yapmak isteyen gelecekteki araştırmacılara, şirketlerin hizmet endüstrisi için yüksek hizmet yönelimli çalışanlar seçmesine ve kariyer gelişimi sürecinde kendisine yeni beceriler katmak isteyen çalışanlara daha derin bir içgörü sağlamaya çalışmıştır.

Anahtar Kelimeler: Hizmet yönelimi, hizmet odaklılık, hizmet kalitesi, hizmet stratejisi, müşteri yönelimi, müşteri odaklılık


Bu makaleye nasıl atıf yapılır?

APA 6th edition
KILINC, M. & UZUN, K. (2020). Kariyer Geliştirme Uygulama ve Araştırmaları için Önemli Bir Kavram: Hizmet Yönelimi . Türk Akademik Yayınlar Dergisi, 4(2), 92-121. doi: 10.29329/tayjournal.2020.488.01

Harvard
KILINC, M. and UZUN, K. (2020). Kariyer Geliştirme Uygulama ve Araştırmaları için Önemli Bir Kavram: Hizmet Yönelimi . Türk Akademik Yayınlar Dergisi, 4(2), pp. 92-121.

Chicago 16th edition
KILINC, Mustafa and Kivanc UZUN (2020). "Kariyer Geliştirme Uygulama ve Araştırmaları için Önemli Bir Kavram: Hizmet Yönelimi ". Türk Akademik Yayınlar Dergisi 4 (2):92-121. doi:10.29329/tayjournal.2020.488.01.

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