THE POWER OF CORPORATE GOVERNANCE IN CALL CENTER: THE ROLE OF WORKPLACE HAPPINESS AND EMPLOYEE VOICE IN THRIVING AT WORK

Murat Baş; Göknur Ersarı Taşkesen

Makale detayları

THE POWER OF CORPORATE GOVERNANCE IN CALL CENTER: THE ROLE OF WORKPLACE HAPPINESS AND EMPLOYEE VOICE IN THRIVING AT WORK

Yazarlar:

Murat Baş | Göknur Ersarı Taşkesen

Yayıncı:

Kafkas University

Ana Başlıklar:

Girişimcilik

Dergi:

Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.16 Issue 31, pp.201-225

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001352659

pISSN:

1309-4289

Anahtar kelimeler:

Özet:

 The purpose of this study is to examine the mediating role of workplace happiness and the moderating role of employee voice in the effect of employees perceptions of corporate governance working as customer communication consultants on thriving at work. For this purpose, corporate governance, thriving at work, workplace happiness, and employee voice scales were used in the study. The population of the study consists of 874 employees working in two different institutions operating as call centers in Türkiye. The data of the study was obtained from 449 employees 205 male, 244 female who participated in the survey. AMOS 24 application was used to verify the factors of the scales in the study. SPSS 27 was used in the analysis of the variables and the mediation and moderation role of the research was evaluated with SPSS PROCESS MACRO model 14. According to the results of the research, it was determined that workplace happiness had a mediating role in the effect of corporate governance perception on thriving at work, and employee voice had a moderating role in the indirect effect of corporate governance through workplace happiness thriving at work. Therefore, increasing corporate governance and supporting employee happiness can create an environment where employees can thrive at work, and employee voice plays an important role in this process.

 The purpose of this study is to examine the mediating role of workplace happiness and the moderating role of employee voice in the effect of employees perceptions of corporate governance working as customer communication consultants on thriving at work. For this purpose, corporate governance, thriving at work, workplace happiness, and employee voice scales were used in the study. The population of the study consists of 874 employees working in two different institutions operating as call centers in Türkiye. The data of the study was obtained from 449 employees 205 male, 244 female who participated in the survey. AMOS 24 application was used to verify the factors of the scales in the study. SPSS 27 was used in the analysis of the variables and the mediation and moderation role of the research was evaluated with SPSS PROCESS MACRO model 14. According to the results of the research, it was determined that workplace happiness had a mediating role in the effect of corporate governance perception on thriving at work, and employee voice had a moderating role in the indirect effect of corporate governance through workplace happiness thriving at work. Therefore, increasing corporate governance and supporting employee happiness can create an environment where employees can thrive at work, and employee voice plays an important role in this process.

 The purpose of this study is to examine the mediating role of workplace happiness and the moderating role of employee voice in the effect of employees perceptions of corporate governance working as customer communication consultants on thriving at work. For this purpose, corporate governance, thriving at work, workplace happiness, and employee voice scales were used in the study. The population of the study consists of 874 employees working in two different institutions operating as call centers in Türkiye. The data of the study was obtained from 449 employees 205 male, 244 female who participated in the survey. AMOS 24 application was used to verify the factors of the scales in the study. SPSS 27 was used in the analysis of the variables and the mediation and moderation role of the research was evaluated with SPSS PROCESS MACRO model 14. According to the results of the research, it was determined that workplace happiness had a mediating role in the effect of corporate governance perception on thriving at work, and employee voice had a moderating role in the indirect effect of corporate governance through workplace happiness thriving at work. Therefore, increasing corporate governance and supporting employee happiness can create an environment where employees can thrive at work, and employee voice plays an important role in this process.

 Bu çalışmanın amacı, müşteri iletişim danışmanı olarak görev yapan çalışanların kurumsal yönetişim konusundaki algılarının işte kendini yetiştirme davranışı üzerindeki etkisinde işyeri mutluluğunun aracı, çalışan sesliliğinin düzenleyici rolünü incelemektedir. Bu amaçla çalışmada kurumsal yönetişim, işte kendini yetiştirme, işyeri mutluluğu ve çalışan sesliliği ölçekleri kullanılmıştır. Araştırmanın evreni, Türkiyede çağrı merkezi olarak faaliyetlerini sürdüren iki farklı kurumda görev yapan 874 çalışandan oluşmaktadır. Araştırmanın verileri ankete katılan 449 çalışandan 205i erkek, 244ü kadın elde edilmiştir Araştırmada ölçeklerin faktörlerinin doğrulanabilmesi için AMOS 24 uygulaması kullanılmıştır. Değişkenlerin analizinde ise SPSS 27 kullanılmıştır ve SPSS PROCESS MACRO model 14 ile araştırmanın aracılık ve düzenleyicilik rolü değerlendirilmiştir. Araştırma sonuçlarına göre kurumsal yönetişim algısının işte kendini yetiştirme üzerindeki etkisinde işyeri mutluluğunun aracılık rolüne sahip olduğu ve kurumsal yönetişimin işyeri mutluluğu yoluyla işte kendini yetiştirme üzerindeki dolaylı etkisinde çalışan sesliliğinin düzenleyici rolünün bulunduğu tespit edilmiştir. Dolayısıyla kurumsal yönetişimin artırılması ve çalışan mutluluğunun desteklenmesi ile çalışanların işte kendini yetiştirebilecekleri ortam sağlanabilir ve çalışan sesliliğinin de bu süreçte önemli bir rol oynadığı söylenebilir.

Makale detayları

THE POWER OF CORPORATE GOVERNANCE IN CALL CENTER: THE ROLE OF WORKPLACE HAPPINESS AND EMPLOYEE VOICE IN THRIVING AT WORK

Yazarlar:

Murat Baş | Göknur Ersarı Taşkesen

Yayıncı:

Kafkas University

Ana Başlıklar:

Girişimcilik

Dergi:

Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.16 Issue 31, pp.201-225

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001352659

pISSN:

1309-4289

Corporate governance

thriving at work

workplace happiness

employee voice

call center employee.Kurumsal yönetişim

işte kendini yetiştirme

işyeri mutluluğu

çalışan sesliliği

Sayı

Makale detayları

Yazarlar: Murat Baş | Göknur Ersarı Taşkesen

Yayıncı: Kafkas University

Ana Başlıklar: Girişimcilik

Dergi: Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.16 Issue 31, pp.201-225

Belge Tipi: Makale

Yayın Tarihi: 6/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001352659

pISSN: 1309-4289

Sayı

Yazarlar:

Murat Baş | Göknur Ersarı Taşkesen

Yayıncı:

Kafkas University

Ana Başlıklar:

Girişimcilik

Dergi:

Kafkas Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi Vol.16 Issue 31, pp.201-225

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001352659

pISSN:

1309-4289