بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان
محورهای موضوعی : فصلنامه زن و جامعهقاسم زارع 1 , سیدنصرالله سجادی 2 , محمد خبیری 3 , ابراهیم علیدوست قهفرخی 4
1 - گروه تربیت بدنی، واحد مرودشت، دانشگاه آزاد اسلامی، مرودشت، ایران.
2 - استاد مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.
3 - دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران.
4 - دانشیار مدیریت ورزشی، دانشکده تربیت بدنی، دانشگاه تهران، تهران، ایران
کلید واژه: توانمندسازی, رفتار سازمانی, مدیریت ورزش,
چکیده مقاله :
مقدمه: کیفیت خدمات داخلی موضوع جدیدی در ادبیات مدیریت و رهبری است که پژوهش‌های محدودی در مورد آن و عوامل اثرگذار بر آن، انجام شده است. هدف از پژوهش حاضر، بررسی تاثیر توانمندسازی روان شناختی بر کیفیت خدمات داخلی در کارکنان زن وزارت ورزش و جوانان بود.
روش‌شناسی: روش پژوهش حاضر، توصیفی- پیمایشی است. جامعه آماری این پژوهش کلیه کارکنان زن حوزه ستادی وزارت ورزش و جوانان بود که تعداد 232 نفر به عنوان نمونه آماری انتخاب شدند. ابزار جمع‌آوری داده‌ها شامل پرسش‌نامه تعدیل شده‌ی توانمندسازی روان-شناختی اسپریتزر (1995) با پنج بعد (احساس شایستگی، استقلال، تاثیر، معنی دار بودن و اعتماد) و پرسش‌نامه کیفیت خدمات داخلی دی ژی (2005) با سه بعد (سطح فردی، واحدی و سازمانی) بود. داده ها از طریق روش مدل‌سازی معادلات ساختاری با استفاده از نرم‌افزار اسمارت پی ال اس تحلیل شد.
یافته‌ها: تحلیل‌های مدل‌سازی معادلات ساختاری، برازندگی الگوی پیشنهادی را تایید کرد. نتایج حاکی از تاثیر مثبت احساس اعتماد (14/0)، شایستگی (57/0) بر کیفیت خدمات داخلی سطح فردی بود. احساس معنی دار بودن شغل (16/0) و تاثیر (41/0) بر کیفیت خدمات داخلی سطح واحدی تاثیر مثبت داشت و هم چنین تاثیر احساس استقلال (24/0)، اعتماد (22/0)، شایستگی (13/0-)، معنی دار بودن شغل (17/0) و تاثیر (20/0) بر کیفیت خدمات داخلی سطح سازمانی مورد تایید قرار گرفت.
نتیجه‌گیری: با توجه به نتایج به‌دست آمده، یکی از روش های ترغیب کارکنان زن برای درگیری در رفتارهای فرانقش و ارائه خدمات داخلی با کیفیت بالا، توانمندسازی روانشناختی است.
Internal service quality and its influencing factors in sport context is a new topic in the management and leadership literature that limited research has been done on it. Therefore, the purpose of this study was to investigate the effect of psychological empowerment on the internal services quality in female employees of the Ministry of Sports and Youth, Iran.
Methodology: This study is a descriptive-survey research. The population of this study was all female employees of the Ministry of Sports and Youth, Iran of which 232 people were selected as the statistical sample. The tools included Modified Spreitzer (1995) Psychological Empowerment Questionnaire with five dimensions (competence, autonomy, impact, meaningfulness and trust) and Di Xie Internal Service Quality Questionnaire (2005) with three dimensions (individual, unit/department and organizational level). Data were analyzed by structural equation modeling using Smart PLS software.
Results: Structural equation modeling confirmed the goodness of fit of the proposed model. The results showed a positive effect of trust (0.14) and competency (0.57) on the internal service quality at the individual level. The meaningfulness (0.16) and impact (0.41) had a positive effect on the unit-level internal service quality and also the effect of autonomy (0.24), trust (0.22), competence (-0.13), meaningfulness (0.17) and impact (0.20) on the internal service quality at the organizational level were confirmed.
Conclusion: According to the results, one of the methods to encourage female employees to engage in extra-role behaviors and provide high internal services quality is psychological empowerment.
References
1. Salancik GR, Pfeffer J. A social information processing approach to job attitudes and task design. Administrative science quarterly. 1978:224-53.
2. Morrison EW, Milliken FJ. Organizational silence: A barrier to change and development in a pluralistic world. Academy of Management review. 2000;25(4):706-25.
3. Frese M, Fay D. 4. Personal initiative: An active performance concept for work in the 21st century. Research in organizational behavior. 2001;23:133-87.
4. Parker SK, Collins CG. Taking stock: Integrating and differentiating multiple proactive behaviors. Journal of management. 2010;36(3):633-62.
5. Hallowell R, Schlesinger LA, Zornitsky J. Internal service quality, customer and job satisfaction: Linkages and implications for management. Human resource planning. 1996;19(2).
6. Hart CW. The power of internal guarantees. Harvard Business Review. 1995;73(1):64-73.
7. Heskett JL, Jones TO, Loveman GW, Sasser WE, Schlesinger LA. Putting the service-profit chain to work. Harvard business review. 1994;72(2):164-74.
8. Xie D. Exploring organizational learning culture, job satisfaction, motivation to learn, organizational commitment, and internal service quality in a sport organization: The Ohio State University; 2005.
9. Spreitzer GM. Taking stock: A review of more than twenty years of research on empowerment at work. Handbook of organizational behavior. 2008;1:54-72.
10. Spreitzer GM. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of management Journal. 1995;38(5):1442-65.
11. Dosti R, Bahrololoum H, Nia SRH. The Relationship of Psychological Empowerment with Employee's Job Satisfaction and Internal Service Quality in Youth and Sport Offices of North and Razavi Khorasan Provinces and Presenting a Model. Strategic Studies On Youth and Sports. 2015;27(27):209-.
12. Hadavi SF, Nazari S, Saatchiyan V, Azizi B. The relationship between organizational learning culture, motivation to learn, job satisfaction, organizational commitment and internal service quality in employees of sport science faculties. Scientific Journal Of Organizational Behavior Management in Sport Studies. 2016;3(4):89-97.
13. Nosrati AG, Saatchiyan V, Zarandi HP. The Relationship between Organizational Learning Culture, Motivation to Learn and Internal Service Quality in Selected Federations. Sport Management. 2012;4(14):91-.
14. Yoon HY, Lim JB, Park KS, Park WK, Park SS. The Effect of Empowerment and Internal Service Quality Management in an Airline on Customer Orientation. Journal of the Korea Academia-Industrial cooperation Society. 2019;20(7):578-88.
15. Abdi, F. The Effect of Organizational Health on Organizational Citizenship Behavior with Mediating Role of Psychological Empowerment in Zahedan Municipality employee. Urban Management. 2020;18(57):129-44.
16. Jaiswal D, Dhar RL. Impact of perceived organizational support, psychological empowerment and leader member exchange on commitment and its subsequent impact on service quality. International Journal of Productivity and Performance Management. 2016.
17. Chen G, Klimoski RJ. The impact of expectations on newcomer performance in teams as mediated by work characteristics, social exchanges, and empowerment. Academy of management Journal. 2003;46(5):591-607.
18. Thomas KW, Velthouse BA. Cognitive elements of empowerment: An “interpretive” model of intrinsic task motivation. Academy of management review. 1990;15(4):666-81.
19. Seibert SE, Wang G, Courtright SH. Antecedents and consequences of psychological and team empowerment in organizations: a meta-analytic review. Journal of applied psychology. 2011;96(5):981.
20. Frazier ML, Fainshmidt S. Voice climate, work outcomes, and the mediating role of psychological empowerment: A multilevel examination. Group & Organization Management. 2012;37(6):691-715.
21. Wang G, Lee PD. Psychological empowerment and job satisfaction: An analysis of interactive effects. Group & organization management. 2009;34(3):271-96.
22. Habibi A, Adanvar M. Structural equations modeling and factor analysis (LISREL Manual). Tehran: Jehad daneshgahi. 2017.
23. Henseler J, Ringle CM, Sarstedt M. A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science. 2015;43(1):115-35.
24. Geisser S. A predictive approach to the random effect model. Biometrika. 1974;61(1):101-7.
25. Stone M. Cross‐validatory choice and assessment of statistical predictions. Journal of the royal statistical society: Series B (Methodological). 1974;36(2):111-33.
26. Henseler J, Ringle CM, Sinkovics RR. The use of partial least squares path modeling in international marketing. New challenges to international marketing: Emerald Group Publishing Limited; 2009.
27. Kostiwa IM, Meeks S. The relation between psychological empowerment, service quality, and job satisfaction among certified nursing assistants. Clinical Gerontologist. 2009;32(3):276-92.
28. Lin M, Wu X, Ling Q. Assessing the effectiveness of empowerment on service quality: A multi-level study of Chinese tourism firms. Tourism Management. 2017;61:411-25.
29. Alam Z, Rafiee S, Alam S. The Relationship between Empowerment, Organizational Justice and Organizational Citizenship Behavior (OCB) in Physical Education Faculty Members of Islamic Azad University. Research on Educational Sport. 2016;4(9):15-30.
30. Shirmohammadzadeh M, Kashef SMK, Seyedameri M, Qassemzadeh A. Investigating the Antecedents and Outcomes of the Psychological Empowerment among the Staff of Youth and Sport Offices. Journal of Sport Management and Development. 2017;5(2):248-61.
31. Dehghan SA, Zare G, Nasab MA. Modeling the Factors Affecting Gender Discrimination in Sports Management of the Country Viewpoint of Staff Sport and Youth Organizations of yazd Province. Journal of Woman & Society. 2020;11(3):129-47.
_||_