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An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase Intentions

Yıl 2022, Cilt: 8 Sayı: 2, 73 - 101, 30.11.2022

Mustafa Şehirli

https://doi.org/10.30613/curesosc.1094142
Cited By: 1

Öz

This article aimed to reveal the effects of four different psychological approaches for employees to be satisfied with their jobs and consequently to increase the customers' intentions to prefer them again. These four different approaches are mindfulness, embodied cognition, behavioral intention, and altruism. In the study, one concrete behavior that is thought to represent each of these four different approaches was tested. These behaviors are respectively feeling high energy (mindfulness), listening while with mouth slightly opened (embodied cognition), thinking of the self as eager to show high interest (behavioral intention), and asking questions (altruism). Theatrical applications were carried out with a total of 571 participants from three different profile groups (healthcare employees, automotive service employees and students) in an educational environment, with four different scenarios and eight different versions and the results were statistically compared and analyzed. As a result of the research, it was determined that the four behaviors in question increased employees' job satisfaction, customers' satisfaction, and repurchase intentions, but that there were no significant differences between them in terms of their effects. This research reveals that simple and individual attitude and behavior changes could lead to significant business outcomes such as customer loyalty.

Anahtar Kelimeler

Job Satisfaction Customer Satisfaction Repurchase Intention Mindfulness Embodied Cognition

Kaynakça

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  • Brown, K. W., & Ryan, R. M. (2003). The benefits of being present: Mindfulness and its role in psychological well-being. Journal of Personality and Social Psychology, 84, 822–848.
  • Brown K.W., Ryan R.M., & Creswell J.D. (2007). Mindfulness: Theoretical Foundations and Evidence for its Salutary Effects. Psychological Inquiry. 18(4), 211–237.
  • Burroughs, James E., & Aric Rindfleisch (2002), Materialism and well-being: A conflicting values perspective, JCR, 29(December), 348-370.
  • Chatzisarantis, N.L.D., & Hagger, M.S. (2007). Mindfulness and the Intention-Behavior Relationship Within the Theory of Planned Behavior. Personality and Social Psychology Bulletin, 33(5), 663-676.
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  • Dane, E., & Brummel, B.J. (2013). Examining workplace mindfulness and its relations to job performance and turnover intention. Human Relations. 67(1), 105–128.
  • Denise, J.J. (2003). The effects of employee service quality provision and customer personality traits on customer participation, satisfaction, and repurchase intentions. (LSU Doctoral Dissertations. 3975). Louisiana State University, USA.
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Çalışanların İş Tatmini, Müşterilerin Memnuniyeti ve Tekrar Satın Alma Niyetleri Üzerinde Farkındalık, Bedensel Biliş, Davranışsal Niyet ve Özgeciliğin Etkileri Üzerine Ampirik Bir Çalışma

Yıl 2022, Cilt: 8 Sayı: 2, 73 - 101, 30.11.2022

Mustafa Şehirli

https://doi.org/10.30613/curesosc.1094142
Cited By: 1

Öz

Bu makalenin amacı çalışanların yaptıkları işten tatmin olmaları ve bunun sonucunda da müşterilerin kendilerini tekrar tercih etme niyetlerinin artması için dört farklı psikolojik yaklaşımın etkilerini ortaya koymaktır. Bu dört yaklaşım öz farkındalık (mindfullnes), bedenleşmiş biliş (embodied cognition), davranışsal niyet ve diğerkamlıktır (altruism). Araştırmada bu dört yaklaşımı temsil ettiği düşünülen ayrı birer somut davranış test edilmiştir. Bu davranışlar sırasıyla yüksek enerjili olduğunu hissetme (öz farkındalık), hafifçe ağzını açarak dinleme (bedenleşmiş biliş), yüksek ilgi gösterme amacıyla istekli olduğunu düşünme (davranışsal niyet) ve soru sormadır (diğerkamlık). Toplamda öğrenci ve çalışanlardan oluşan 571 farklı denekle eğitim ortamında tiyatral uygulama yapılmış ve sonuçlar değerlendirilmiştir. Denekler kendilerinden istenen davranışları sergiledikten hemen sonra değerlendirmede bulunmuşlardır. Karşılaştırma yapabilmek için her bir davranış için diğer koşullar aynı kalmak üzere önce ve sonrası olarak iki ayrı değerlendirme yapılmıştır. Araştırma sonucunda söz konusu dört davranışın çalışanların kendi iş tatminlerini, müşterilerin memnuniyetlerini ve tekrar satın alma niyetlerini artırdığı, ancak etkileri konusunda kendi aralarında anlamlı bir farklılık olmadığı tespit edilmiştir.

Anahtar Kelimeler

İş Tatmini Müşteri Memnuniyeti Tekrar Satın Alma Niyeti Özfarkındalık Bedenleşmiş Biliş

Kaynakça

  • Abdul Razaka, N.S., Marimuthub, M., Omarc, A., & Mamatd, M. (2014). Trust and Repurchase Intention on Online Tourism Services among Malaysian Consumers. Procedia - Social and Behavioral Sciences, 130, 577 – 582.
  • Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. In J. Kuhl & J. Beckmann (Eds), Action Control: From Cognition to Behavior (pp. 11-39). Berlin: Springer-Verlag.
  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179-211.
  • Aziri, B. (2011). Job Satisfaction: A Literature Revıew. Management Research & Practice, 3(4), 77-86.
  • Beilock, S.L, & Goldin-Meadow, S. (2010). Gesture Changes Thought by Grounding It in Action. Psychological Science, 21(11), 1605-10. https://doi.org/10.1177/0956797610385353
  • Bishop, J.A. (2020, April 16). Özfarkındalık: Duygusal Zeka ve Zihin, Beden, Ruh Etkileşimi https://www.kendinigelistir.com/ozfarkindalik-duygusal-zeka-ve-zihin-beden-ruh-etkilesimi/#ixzz 63vDnyZqt
  • Bitner, M.J. (1990). Evaluating service encounters; the effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.
  • Bodie, G.D. (2011). The Active-Empathic Listening Scale (AELS): Conceptualization and Evidence of Validity Within the Interpersonal Domain. Communication Quarterly, 59(3), 277-295. https://doi.org/10.1080/01463373.2011.583495
  • Brown, K. W., & Ryan, R. M. (2003). The benefits of being present: Mindfulness and its role in psychological well-being. Journal of Personality and Social Psychology, 84, 822–848.
  • Brown K.W., Ryan R.M., & Creswell J.D. (2007). Mindfulness: Theoretical Foundations and Evidence for its Salutary Effects. Psychological Inquiry. 18(4), 211–237.
  • Burroughs, James E., & Aric Rindfleisch (2002), Materialism and well-being: A conflicting values perspective, JCR, 29(December), 348-370.
  • Chatzisarantis, N.L.D., & Hagger, M.S. (2007). Mindfulness and the Intention-Behavior Relationship Within the Theory of Planned Behavior. Personality and Social Psychology Bulletin, 33(5), 663-676.
  • Chen, M., & Bargh, J. (1999). Consequences of automatic evaluation: Immediate behavioral predispositions to approach or avoid the stimu- lus. Personality & Social Psychology Bulletin, 25, 215-224.
  • Chou, K.L. (1996). The rushton, chrisjohn and fekken selfreport altruism scale: A Chinese translation. Personality and Individual Differences, 21(2), 297–298. https://doi.org/10.1016/0191-8869(96)00040-2
  • Christen, M., Iyer, G., & Soberman, D. (2006). Job Satisfaction, Job Performance, and Effort: A Reexamination Using Agency Theory. Journal of Marketing, 70, 137-150.
  • Cohen, R. (1972). Altruism: Human, Cultural, or What?. Journal of Social Issues, 28, 39-57. https://doi.org/10.1111/j.1540-4560.1972.tb00031.x
  • Dane, E., & Brummel, B.J. (2013). Examining workplace mindfulness and its relations to job performance and turnover intention. Human Relations. 67(1), 105–128.
  • Denise, J.J. (2003). The effects of employee service quality provision and customer personality traits on customer participation, satisfaction, and repurchase intentions. (LSU Doctoral Dissertations. 3975). Louisiana State University, USA.
  • Dick A.S., Basu K.(1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing, 22(2), 99-113.
  • Dick, B.J., Eldridge, B.M., Steger, M.F., & Duffy, R.D. (2012). Development and validation of the Calling and Vocation Questionnaire (CVQ) and Brief Calling Scale (BCS). Journal of Career Assessment, 20(3), 242–263.
  • Dong, O., Howard, T. (2006.) Emotional Intelligence, Trust and Job Satisfaction. Competition Forum; Indiana. 4(2), 381-388.
  • Edward, W., Bi-Kun, T., Tzy-Ling, C., & Shu-Chun, C. (2012). The influence of emotions displayed and personal selling on customer behaviour intention. The Service Industries Journal. 32. 353-366. https://doi.org/10.1080/02642069.2010.545392.
  • Fehr, E., &Fischbacher, U. (2003). The nature of human altruism. Nature 425, 785-791. https://doi.org/10.1038/nature02043
  • Fehr, R., & Gelfande, M. J. (2012). The forgiving organization: A multilevel model of forgiveness at work. Academy of Management Review 2012, 37( 4), 664–688.
  • Fishbein, M. (1980). A theory of reasoned action: Some applications and implications.In H. Howe & M. Page (Eds.), Nebraska Symposium on Motivation (Vol. 27, pp. 65-116). Lincoln, NB: University of Nebraska Press.
  • Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
  • Fodor, M. (2009). Self-expansion-expanded. New integrated paradigm for psychology. Psychology 2.0 Books, Lu-lu.com.
  • Fuhrmann, A., & Kuhl, J. (1998). Maintaining a health diet: Effects of personality and self-regard versus self-punishment on to and enactment of self-chosen and assigned goals. Psychology and Health, 13,651-86.
  • Freeman, R. B. (1978). Job Satisfaction As An Economic Variable. American Economic Review, 68(2), 135-141.
  • Gilles I., Mayer M., Courvoisier N., & Peytremann-Bridevaux I. (2017). Joint analyses of open comments and quantitative data: Added value in a job satisfaction survey of hospital professionals. PLoS ONE, 12(3). https://doi.org/10.1371/journal.pone.0173950
  • Gounaris, S.,& Boukis, A. (2013) "The role of employee job satisfaction in strengthening customer repurchase intentions". Journal of Services Marketing, 27(4), 322-333. https://doi.org//10.1108/08876041311330799
  • Goleman, D. (2019). Duygusal Zeka. EQ Neden IQ dan Değerlidir. İstanbul:Varlık Yayınları
  • Havas, D. A., Glenberg, A. M. ve Rinck, M. (2007). Emotion simulation during language comprehension. Psychonomic Bulletin and Review, 14, 436-441.
  • Hauk, O., Johnsrude, I., & Pulvermüller, F. (2004). Somatotopic representation of action words in human motor and premotor cortex. Neuron, 41, 301-307.
  • Huang, W. (2010).Effects of perceived employee effort and compensation on complainer and non-complainer service evaluations. Journal of Service Management, 21(2), 191-211.
  • Hyland, P., Lee, R., Mills,A., & Maura J. (2005). Mindfulness at Work: A New Approach to Improving Individual and Organizational; Performance, Industrial and Organizational Psychology, 8(4), 576–602.
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  • Liao,H. (2007). Do It Right This Time: The Role of Employee Service Recovery Performance in Customer-Perceived Justice and Customer Loyalty After Service Failures. Journal of Applied Psychology, 92(2), 475-89.
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  • Locke, E.A. (1976). The nature and causes of jobsatisfaction. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 1297–1349).
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  • Marchand, T. H. (2010). Embodied cognition and communication: studies with British fine woodworkers. Journal of the Royal Anthropological Institute, 16, 100-120. http://doi.org/10.1111/j.1467-9655.2010.01612.x
  • Meyer, T., Barnes, D., & Friend, S. (2017). The role of delight in driving repurchase intentions. Journal of Personal Selling and Sales Management, 37(1), 67-71. http://doi.org/10.1080/08853134.2016.1272052
  • Mittal, B., & Lassar W. M. (1998). Why do Customer Switch? The Dynamics of Satisfaction Versus Loyalty. Journal Of Service Marketing, 12(3), 177-194.
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  • Wansoo Kim (2009) Customers' Responses to Customer Orientation of Service Employees in Full‐Service Restaurants: A Relational Benefits Perspective. Journal of Quality Assurance In Hospitality & Tourism, 10:3, 153-174. https://doi.org/10.1080/15280080902988188
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Toplam 85 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Araştırma Makalesi
Yazarlar

Mustafa Şehirli 0000-0002-4800-0283

Yayımlanma Tarihi 30 Kasım 2022
Kabul Tarihi 14 Ekim 2022
Yayımlandığı Sayı Yıl 2022 Cilt: 8 Sayı: 2

Kaynak Göster

APA Şehirli, M. (2022). An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase Intentions. Current Research in Social Sciences, 8(2), 73-101. https://doi.org/10.30613/curesosc.1094142

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