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Review article | TAY Journal 2020, Vol. 4(2) 92-121

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

Mustafa KILINÇ & Kıvanç UZUN

pp. 92 - 121   |  DOI: https://doi.org/10.29329/tayjournal.2020.488.01   |  Manu. Number: tay journal.2020.006

Published online: December 15, 2020  |   Number of Views: 28  |  Number of Download: 348

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Abstract

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.

Keywords: Hizmet yönelimi, hizmet odaklılık, hizmet kalitesi, hizmet stratejisi, müşteri yönelimi, müşteri odaklılık

How to Cite this Article?

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