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The Effect of Customer Aggression on Burnout

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  • Salih Dursun
  • Serpil Aytac

Abstract

The service sector is currently the fastest growing economic sector. However, for employees in this sector, the high level of customer interaction may be the reason for undesired consequences such as customer aggression. This study aimed to demonstrate the effect on the burnout level of bank employees exposed to verbal abuse. The study sample comprised 161 employees of private banks sector. The mean age of the study participants was 32.20±5.79 years and the mean duration of employment was 7.63±5.79 years. In the data analysis, , correlation and regression analysis were used. From the results of the analyses, the finding was obtained that verbal abuse signficantly increased the emotional burnout and depersonalization levels of bank employees.

Suggested Citation

  • Salih Dursun & Serpil Aytac, 2014. "The Effect of Customer Aggression on Burnout," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 3, July.
    • Handle: RePEc:bjz:ajisjr:853
    DOI: 10.5901/ajis.2014.v3n4p369
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    References listed on IDEAS

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    1. Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
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