تأثیر جو بخشش درک شده بر عملکرد زنان فعال در صنعت گردشگری
محورهای موضوعی :
فریبرز رحیم نیا
1
,
فرشاد قادری
2
1 - تهران
2 - دانشگاه فردوسی مشهد
کلید واژه: جو بخشش درک شده, عملکرد بازیابی خدمات, امنیت روان‌شناختی, انصاف سازمانی,
چکیده مقاله :
زنان به‌عنوان نیمی از افراد جامعه در پیشبرد اهداف کشورها تأثیر بسزایی دارند. این در حالی است که نقش زنان امروزی در بخش خدمات بسیار پررنگ شده است. با وجود اینکه تأثیر جو بخشش در سازمان‌ها بر عملکرد سازمانی مورد تأیید قرارگرفته است، بسیاری از سازمان‌ها در مسیر بهبود عملکرد از این امر غافل مانده‌اند. هدف از این پژوهش بررسی تأثیر جو بخشش درک شده بر عملکرد بازیابی خدمات به‌واسطه امنیت روان‌شناختی و انصاف سازمانی است. پژوهش حاضر به لحاظ هدف كاربردي و از نظر روش انجام كار، پيمايشـي اسـت. جامعه آماری پژوهش را کارکنان زن هتل‌های چهار و پنج ستاره شهر مشهد تشکیل داده اند. به دلیل نامشخص بودن جامعـه آمـاري، تعداد 390 نفر به‌عنوان نمونه انتخاب شدند. یافته‌های پژوهش نشان داد، جو بخشش درک شده بر امنیت روان‌شناختی و انصاف سازمانی زنان تأثیر مثبت و معنی‌داری دارد. نتیجه دیگر اینکه امنیت روان‌شناختی و انصاف سازمانی بر عملکرد بازیابی خدمات تأثیر مثبت دارد. علاوه بر این نقش واسط امنیت روان‌شناختی و انصاف سازمانی نیز تأیید شد.
As Women who form almost half of each society’s population significantly contribute to the fulfillment of national goals, their effective role in the service sector of societies is becoming increasingly important. While the positive impact of forgiveness climate on organizational performance has been confirmed, many organizations have neglected this factor in their performance improvement. This applied survey research, therefore, sought to investigate the effect of perceived forgiveness climate on the efficiency of service recovery through the mediating role of psychological safety and organizational fairness. The population of the study consisted of 390 female employees who were selected from four and five-star hotels of Mashhad. The findings of this study indicated that perceived forgiveness climate had a positive and significant impact on women’s psychological safety and organizational fairness. It was also found that psychological safety and organizational fairness were effective in the efficiency of service recovery. Moreover, the mediating role of psychological safety and organizational fairness was also confirmed.
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