IDEAS home Printed from https://ideas.repec.org/a/ate/journl/ajbev9i1-7.html
   My bibliography  Save this article

Minority Stress of Workers as Internal Customers: A Case Study in Turkey

Author

Listed:
  • Deniz Akgul
  • Vildan Gunes

Abstract

LGBT+ workers are invisible in Turkish work life. This paper aims to investigate LGBT+ workers as internal customers and how their performance in the workplace is affected by minority stress. Since LGBT+ individuals face covert discrimination in the workplace, this might cause minority stress. According to this argument, this study will investigate whether minority stress causes performance loss in the workplace and whether this affects LGBT+ people's performance as internal customers. Grounded theory approach has been used in this research. To conduct the qualitative study, 36 phone interviews were conducted. Participants were recruited with the snowball sampling method. The interview form was prepared according to the Human Rights Campaign’s Corporate Equality Index questionnaire and included a video that shows a job interview. Based on the results, minority stress causes performance loss in the workplace. The findings highlight that LGBT+ individuals generally prefer not to be out at their workplaces because of internalized homophobia, perceived stigma, and prejudiced events concerning their sexual identity and gender expression. Furthermore, nondiscrimination is not legally enshrined in Turkey. LGBT+ individuals face covert discrimination in the workplace, which affects their performance as internal customers. Only a few Non-Governmental Organizations have reported on LGBT+ individuals’ working situation. This research paper comprehensively examines their work lives and attitudes towards companies.

Suggested Citation

  • Deniz Akgul & Vildan Gunes, 2023. "Minority Stress of Workers as Internal Customers: A Case Study in Turkey," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 9(1), pages 109-130, January.
    • Handle: RePEc:ate:journl:ajbev9i1-7
    DOI: 10.30958/ajbe.9-1-7
    as

    Download full text from publisher

    File URL: https://www.athensjournals.gr/business/2023-9-1-7-Akgul.pdf
    Download Restriction: no
    File URL: https://libkey.io/10.30958/ajbe.9-1-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Lings, Ian N., 2004. "Internal market orientation: Construct and consequences," Journal of Business Research, Elsevier, vol. 57(4), pages 405-413, April.
    2. Newman, J.C. & Des Jarlais, D.C. & Turner, C.F. & Gribble, J. & Cooley, P. & Paone, D., 2002. "The differential effects of face-to-face and computer interview modes," American Journal of Public Health, American Public Health Association, vol. 92(2), pages 294-297.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Helena Alves & Arminda do Paço & Carla Roberto, 2015. "Influence of Internal Marketing on Organizational Commitment-Evidence from Care Institutions for the Elderly," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 27(2), pages 237-250.
    2. Vishal K. Gupta & Gizem Atav & Dev K. Dutta, 2019. "Market orientation research: a qualitative synthesis and future research agenda," Review of Managerial Science, Springer, vol. 13(4), pages 649-670, August.
    3. Gounaris, Spiros P., 2006. "Internal-market orientation and its measurement," Journal of Business Research, Elsevier, vol. 59(4), pages 432-448, April.
    4. repec:iis:dispap:iiisdp402 is not listed on IDEAS
    5. Ogunnaike, Olaleke Oluseye & Oyeniyi, Omotayo & Adeniji, Anthonia Adenike, 2012. "Internal Marketing Practices and Job Satisfaction: Evidence from a Nigerian University Setting," BRAND. Broad Research in Accounting, Negotiation, and Distribution, EduSoft Publishing, vol. 3(3), pages 18-30, December.
    6. Malhotra, Neeru & Mavondo, Felix & Mukherjee, Avinandan & Hooley, Graham, 2013. "Service quality of frontline employees: A profile deviation analysis," Journal of Business Research, Elsevier, vol. 66(9), pages 1338-1344.
    7. Soliman E M, 2013. "The Relationship Between Internal Marketing Orientation and Employee Job Satisfaction In Public Sector," International Journal of Learning and Development, Macrothink Institute, vol. 3(5), pages 111-120, October.
    8. Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.
    9. Manis, K.T. & Madhavaram, Sreedhar, 2023. "AI-Enabled marketing capabilities and the hierarchy of capabilities: Conceptualization, proposition development, and research avenues," Journal of Business Research, Elsevier, vol. 157(C).
    10. Adeline Delavande & Dana Goldman & Neeraj Sood, 2010. "Criminal Prosecution and Human Immunodeficiency Virus-Related Risky Behavior," Journal of Law and Economics, University of Chicago Press, vol. 53(4), pages 741-782.
    11. Kadic-Maglajlic, Selma & Boso, Nathaniel & Micevski, Milena, 2018. "How internal marketing drive customer satisfaction in matured and maturing European markets?," Journal of Business Research, Elsevier, vol. 86(C), pages 291-299.
    12. , Jumadi, 2017. "Influence of Internal Marketing toward Internal Service Quality and impact to Internal Customer Satisfaction," SocArXiv dwzub, Center for Open Science.
    13. Georgiou, Thoukis & Papasolomou, Ioanna & Vrontis, Demetris & Thrassou, Alkis, 2023. "Market-oriented succession effectiveness in family business – Case-based evidence from Cyprus family-owned wine business," Journal of Business Research, Elsevier, vol. 165(C).
    14. Pridemore, William Alex & Damphousse, Kelly R. & Moore, Rebecca K., 2005. "Obtaining sensitive information from a wary population: A comparison of telephone and face-to-face surveys of welfare recipients in the United States," Social Science & Medicine, Elsevier, vol. 61(5), pages 976-984, September.
    15. Antonio Carrizo Moreira & Pedro Miguel Silva, 2013. "Market orientation, innovation and organizational commitment in industrial firms," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(2), pages 123-142.
    16. Olga Okunyeva, 2018. "The Function of Internal Marketing in the Process of Formation of a Customer-Centric Company," Eastern European Business and Economics Journal, Eastern European Business and Economics Studies Centre, vol. 4(2), pages 97-131.
    17. Söderlund, Magnus, 2020. "Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    18. Muhammad Zubair & Abdul Kabeer Kazi & Emadul Karim & Mohammad Qutubuddin Siddiqui, 2012. "A Study to Observe Factors of Internal Marketing and its Impact on Employees’ Job Satisfaction: Evidence from Karachi Pharmaceutical Industry," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 5, pages 40-47, December.
    19. Almana Naeem & Muhammad Fahad Aslam Khan & Habibullah Orakzai & Dr. Syed Tasweer Hussain Shah, 2013. "Change Management Pprocess And Activities Impacts On Organizational Performance: A Case In Perspective Of Organizational Culture," Far East Journal of Psychology and Business, Far East Research Centre, vol. 10(2), pages 10-24, January.
    20. Anastario, Mike & FireMoon, Paula & Rink, Elizabeth, 2020. "Sexual risk behaviors and the legacy of colonial violence among Northern plains American Indian youth: A mixed methods exploratory study," Social Science & Medicine, Elsevier, vol. 258(C).
    21. María Dolores Sánchez Fernández, 2012. "Blended Teamwork: The Facebook Experience," Business Education and Accreditation, The Institute for Business and Finance Research, vol. 4(1), pages 33-48.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ate:journl:ajbev9i1-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Afrodete Papanikou (email available below). General contact details of provider: https://www.athensjournals.gr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.