MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA

Cömert, İsa; ALAGOZ, GÜRKAN; pekerşen, yeliz

doi:10.33083/joghat.2023.267

MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA

Gürkan ALAGÖZ, (Erzincan Binali Yıldırım Üniversitesi, Turizm ve Otelcilik Meslek Yüksekokulu, Otel Lokanta ve İkram Hizmetleri Bölümü, Erzincan, Türkiye)

Yeliz PEKERŞEN, (Necmettin Erbakan Üniversitesi, Turizm Fakültesi, Gastronomi ve Mutfak Sanatları Bölümü, Konya, Türkiye)

İsa Cömert (Necmettin Erbakan Üniversitesi, Sosyal Bilimler Enstitüsü, Gastronomi ve Mutfak Sanatları Bölümü, Konya, Türkiye)

Journal of gastronomy, hospitality and travel (Online)

3 1

Yıl: 2023 Cilt: 6 Sayı: 1 Sayfa Aralığı: 335 - 348 Metin Dili: Türkçe DOI: 10.33083/joghat.2023.267 İndeks Tarihi: 23-05-2023

MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA

Öz:

Günümüz çalışma hayatının önemli sorunlarından biri müşteri sözlü saldırganlığıdır. Çalışanları ve işletmeleri olumsuz yönde etkileyen saldırgan tutum ve davranışlar, çalışanlarda duygusal tükenmeye, motivasyon kaybına, strese neden olmakta, işletmelerde ise kurumsal imaj kaybına, verimlilik ve üretkenlik azalışına ve müşteri sayısında düşüşlere sebep olabilmektedir. Duygusal tükenme sonucunda iş tatmini, işten ayrılma niyeti ve hizmet hatası telafi performanslarında yaşanan kayıplar işletmeleri olumsuz açıdan etkilemektedir. Bu araştırmanın amacı müşteri sözlü saldırganlığının restoran çalışanlarının duygusal tükenmelerine olan etkisini ortaya koymaktır. Duygusal tükenmenin pek çok olumsuz sonucu olduğu aşikârdır. Bu bağlamda duygusal tükenmenin çalışan üzerindeki üç temel boyutta algı ve tutumu, iş tatmini, işten ayrılma niyeti, hizmet hatası telafi performansı üzerindeki etkisi incelenmiştir. Araştırma verileri anket yöntemiyle Antalya’da bulunan alakart restoranlarda çalışan 386 kişiden elde edilmiştir. Araştırma kapsamında geliştirilen hipotezlerin test edilmesinde yapısal eşitlik modellemesi kullanılmıştır. Elde edilen veriler, müşteri sözlü saldırganlığının duygusal tükenme üzerinde anlamlı ve pozitif etkisi olduğunu göstermektedir. Ayrıca duygusal tükenmenin iş tatminini azalttığı, hizmet hatası telafi performansını düşürdüğü ve işten ayrılma niyetini arttırdığı yapılan analiz sonuçlarında ortaya çıkan diğer bulgulardır.

Anahtar Kelime:

THE EFFECT OF CUSTOMER VERBAL AGGRESSION ON EMOTIONAL EXHAUSTION AND THE CONSEQUENCES OF EMOTIONAL EXHAUSTION: A RESEARCH IN RESTAURANT BUSINESSES

Öz:

Customer verbal aggression is one of the important problems of today's working life. Aggressive attitudes and behaviors that negatively affect employees and businesses cause emotional exhaustion, loss of motivation and stress in employees. They can also lead to loss of corporate image, decrease in efficiency and productivity, and decrease in the number of customers in businesses. As a result of emotional exhaustion, job satisfaction, intention to leave the job and the loss of service recovery performance affects businesses negatively. The aim of this study is to reveal the effect of customer verbal aggression on the emotional exhaustion of restaurant employees. It is obvious that emotional exhaustion has many negative consequences. In this context, the effect of emotional exhaustion on the three basic perceptions and attitudes of the employee, namely job satisfaction, intention to leave and service recovery performance, was examined. Research data were obtained from 386 people working in à la carte restaurants in Antalya by survey method. Structural equation modeling was used to test the hypotheses developed within the scope of the study. The obtained data showed that customer verbal aggression has a significant and positive effect on emotional exhaustion. In addition, other findings that concluded from the analysis are as follows; emotional exhaustion reduces job satisfaction and service recovery performance, and it increases intention to leave the job.

Anahtar Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	ALAGOZ G, pekerşen y, Cömert İ (2023). MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. , 335 - 348. 10.33083/joghat.2023.267
Chicago	ALAGOZ GÜRKAN,pekerşen yeliz,Cömert İsa MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. (2023): 335 - 348. 10.33083/joghat.2023.267
MLA	ALAGOZ GÜRKAN,pekerşen yeliz,Cömert İsa MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. , 2023, ss.335 - 348. 10.33083/joghat.2023.267
AMA	ALAGOZ G,pekerşen y,Cömert İ MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. . 2023; 335 - 348. 10.33083/joghat.2023.267
Vancouver	ALAGOZ G,pekerşen y,Cömert İ MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. . 2023; 335 - 348. 10.33083/joghat.2023.267
IEEE	ALAGOZ G,pekerşen y,Cömert İ "MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA." , ss.335 - 348, 2023. 10.33083/joghat.2023.267
ISNAD	ALAGOZ, GÜRKAN vd. "MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA". (2023), 335-348. https://doi.org/10.33083/joghat.2023.267

APA	ALAGOZ G, pekerşen y, Cömert İ (2023). MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. Journal of gastronomy, hospitality and travel (Online), 6(1), 335 - 348. 10.33083/joghat.2023.267
Chicago	ALAGOZ GÜRKAN,pekerşen yeliz,Cömert İsa MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. Journal of gastronomy, hospitality and travel (Online) 6, no.1 (2023): 335 - 348. 10.33083/joghat.2023.267
MLA	ALAGOZ GÜRKAN,pekerşen yeliz,Cömert İsa MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. Journal of gastronomy, hospitality and travel (Online), vol.6, no.1, 2023, ss.335 - 348. 10.33083/joghat.2023.267
AMA	ALAGOZ G,pekerşen y,Cömert İ MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. Journal of gastronomy, hospitality and travel (Online). 2023; 6(1): 335 - 348. 10.33083/joghat.2023.267
Vancouver	ALAGOZ G,pekerşen y,Cömert İ MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA. Journal of gastronomy, hospitality and travel (Online). 2023; 6(1): 335 - 348. 10.33083/joghat.2023.267
IEEE	ALAGOZ G,pekerşen y,Cömert İ "MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA." Journal of gastronomy, hospitality and travel (Online), 6, ss.335 - 348, 2023. 10.33083/joghat.2023.267
ISNAD	ALAGOZ, GÜRKAN vd. "MÜŞTERİ SÖZLÜ SALDIRGANLIĞININ DUYGUSAL TÜKENMEYE ETKİSİ VE DUYGUSAL TÜKENMENİN SONUÇLARI: RESTORAN İŞLETMELERİNDE BİR ARAŞTIRMA". Journal of gastronomy, hospitality and travel (Online) 6/1 (2023), 335-348. https://doi.org/10.33083/joghat.2023.267