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Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü The Effect of Verbal Customer Aggression on Employee

Author

Listed:
  • Salih DURSUN

    (Karadeniz Teknik Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, Çalışma Ekonomisi ve Endüstri İlişkileri Bölümü, Trabzon, Türkiye)

  • Oğuz BAŞOL

    (Kırklareli Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, Çalışma Ekonomisi ve Endüstri İlişkileri Bölümü, Kırklareli, Türkiye)

Abstract

Hizmet sektörü günümüzün hızla büyüyen sektörlerinden biridir ve bu sektörde istihdam edilenlerin sayısı ve oranı her geçen yıl artmaktadır. Ancak, çalışanlar ile müşteriler arasındaki güç dengesizliği zaman zaman çalışanlar ve müşteriler arasında negatif etkileşim olmasına neden olmaktadır. Bu bağlamda hizmet işlerinin “karanlık yüzü” olarak görülen müşteri saldırganlığı olgusu, günümüz iş hayatının önemli sorun alanlarından biridir. Mevcut araştırma, müşteri sözlü saldırganlığının çalışanların işten ayrılma niyeti üzerine etkisinde duygusal tükenmenin aracılık rolünü belirlemeyi amaçlamaktadır. 351 satış ve müşteri temsilcisinin katılımıyla gerçekleştirilen araştırma sonuçları, müşteri sözlü saldırganlığının duygusal tükenmeyi ve işten ayrılma niyetini pozitif yönde etkilediğini göstermektedir. Ayrıca elde edilen sonuçlar, duygusal tükenmenin, müşteri sözlü saldırganlığı ve işten ayrılma niyeti ilişkisinin tam aracısı olduğunu göstermektedir. Bulgular, işletme yönetimlerinin müşteriden kaynaklanan saldırgan davranışları önleyici politikalar üretmesinin, çalışanların duygusal tükenmesinin ve işten ayrılma niyetinin azaltılması açısından oldukça önemli olduğunu göstermektedir.

Suggested Citation

  • Salih DURSUN & Oğuz BAŞOL, 2020. "Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü The Effect of Verbal Customer Aggression on Employee," Journal of Social Policy Conferences, Istanbul University, Faculty of Economics, vol. 0(78), pages 147-169, June.
    • Handle: RePEc:ist:iujspc:v:0:y:2020:i:78:p:147-169
    DOI: 10.26650/jspc.2020.78.0042
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    References listed on IDEAS

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    1. Valentina Sommovigo & Ilaria Setti & Piergiorgio Argentero, 2019. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance," Sustainability, MDPI, vol. 11(1), pages 1-22, January.
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