Müşteri Nezaketsizliğinin Bir Sonucu Olarak Hizmet Sabotajı ve Algılanan Yönetici Desteğinin Rolüne Yönelik Bir Araştırma

Bu araştırmanın amacı, müşteri nezaketsizliğinin hizmet sabotajı üzerindeki etkisinin tespit edilmesi ile algılanan yönetici desteğinin söz konusu etkiye yönelik muhtemel rolünün araştırılmasıdır. Bu kapsamda müşteri nezaketsizliğinin, konaklama çalışanlarının hizmet sabotajı davranışları üzerindeki olası etkisi, aynı zamanda, algılanan yönetici desteğinin, söz konusu etki üzerindeki rolü incelenmiştir. Konaklama işletmelerinde yapılan araştırmada yarı yapılandırılmış görüşme tekniği kullanılmış, bu kapsamda görüşmeler, müşteriyle yüz yüze çalışılan işlerde görevli 20 otel çalışanı ile gerçekleştirilmiştir. Elde edilen verilerin analizinde MAXQDA 2020 nitel analiz programı ve betimsel analiz yöntemi kullanılmıştır. Çalışmada ulaşılan ilk bulgu, konaklama çalışanlarının, hem psikolojik/duygusal, hem de iş davranışlarının, müşteri nezaketsizliğinden etkileniyor olmasıdır. İkinci bir bulgu ise, nezaketsiz müşteri davranışlarından olumsuz olarak etkilenen çalışanın hizmet davranışlarının, algılanan yönetici desteğinin müdahalesi ile önlenebildiğidir. Sonuç olarak, mevcut çalışma kapsamındaki konaklama çalışanları, nezaketsiz müşteri davranışlarından olumsuz anlamda etkilenmekte, kaba müşteriye yönelik hizmeti sabote eden davranışlar içinde bulunmaktadır. Yöneticiden algılanan destek ise, bu davranışları ve müşteri nezaketsizliğinin bu etkilerini azaltmaktadır.

Anahtar Kelimeler:

Müşteri nezaketsizliği, Hizmet sabotajı, Algılanan yönetici desteği, Konaklama sektörü

A Study on Service Sabotage as a Result of Customer Incivility and the Impact of the Role of Perceived Managerial Support

The study aims to determine the influence of customer incivility on service sabotage and to investigate the possible role of perceived managerial support. In this context, the possible effect of customer incivility on service sabotage behaviors of accommodation employees and the role of perceived managerial support was examined. The semi-structured interview technique was used for the research in. In this context, interviews were conducted with 20 hotel employees working in customer-facing jobs.In the analysis of data obtained, MAXQDA 2020 qualitative analysis program and descriptive analysis method were used. The first finding of the study is that the psychological/emotional and business behaviors of the accommodation employees are affected by customer incivility. The second finding is the service behavior of the employee who is negatively affected by the rude customer behavior can be prevented by the intervention of perceived managerial support. In conclusion accommodation employees who are part of the study are negatively affected by rude customer behaviors and engage in behaviors that sabotage the service towards rude customers. Perceived support from the manager reduces these behaviors and the effects of customer incivility.

Keywords:

customer incivility, service sabotage, perceived supervisor support, accommodation sector,

PDF

___

Adams, G. A. ve Webster, J. R. (2013). Emotional regulation as a mediator between interpersonal mistreatment and distress. European Journal of Work and Organizational Psychology, 22(6), 697–710.
Afsar, B., Shahjehan, A. ve Shah, S.I. (2018). Frontline employees’ high-performance work practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality industry. International Journal of Contemporary Hospitality Management, 30(3),1436-1452.
Akbari, M. (2018). Developing A Typology Of Customer Misbehaviours (Case Study: Hotel İndustry, Iran Five Stars’ Hotels, Homa, Parsian Azadi, Esteghlal, Evin). Int. J. Business Excellence, 16(1), 19–34.
Al-Hawari, M.A., Bani-Melhem, S. ve Quratulain, S.(2020). Do frontline employees cope effectively with abusive supervision and customer incivility? testing the effect of employee resilience. Journal of Business and Psychology, 35, 223–240.
Arsoy, A. (2005). Örgütsel davranış boyutlarından seçmeler. İçinde M.Tikici (Edt.). Örgütsel öğrenme (ss.253-298). Ankara: Nobel Yayın.
Arvan, M. L., Dreibelbis, R. C. ve Spector, P. E. (2019). Customer service stress: A meta-analysis of customer mistreatment. In P. L. Perrewé & P. D. Harms (Eds.), Examining the role of well-being in the marketing discipline (117–136). Emerald Publishing.
Babin, B. J. ve Boles, J. S. (1996). The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction. Journal of Retailing, 72(1), 57–75.
Bailey,J.J. ve Michael A. McCollough,M.A. (2000) Emotional Labor and the Difficult Customer: Coping Strategies of Service Agents and Organizational Consequences, Journal of Professional Services Marketing, 20:2, 51-72.
Baker, M. A. ve Kim, K. (2020). Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life. International Journal of Hospitality Management, 87, Article 102503.
Başaran, İ.E. (1991). Örgütsel davranış: Örgütsel davranış insanın üretim gücü. (2. baskı) Ankara: Gül Yayınevi.
Ben-Zur, H., ve Yagil, D. (2005). The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14(1), 81–99.
Berry, L.L. ve Seiders, K. (2008) Serving Unfair Customers. Business Horizons, 51, 29-37.
Bingöl, D. (2019). İnsan kaynakları yönetimi. (11. baskı). İstanbul: Beta.
Büyüköztürk, Ş., Kılıç Çakmak, E., Akgün, Ö.E., Karadeniz, Ş. ve Demirel, F.(2013). Bilimsel araştırma yöntemleri (15.baskı). Ankara: Pegen Akademi.
Cheng, B., Guo, G., Tian, J. ve Shaalan, A. (2020). Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, 32(5), 1737-1754
Crino, M. D. (1994). Employee Sabotage: a Random or Preventable Phenomenon?. Journal of
Managerial Issues, 6(3), 311–330. Cüceloğlu, D. (2018) İnsan ve davranışı. 36. (baskı) İstanbul: Remzi Kitabevi
Díaz, E., Martín-Consuegra,D.ve Esteban,A.(2017). Sales agents vs the internet:Understanding service sabotage based on the conservation of resources theory. Internet Research, 27(4), 858-884.
Demirel, Y.(2007). Müşteri ilişkileri yönetimi ve bilgi paylaşımı. (2. baskı) İstanbul: IQ Kültür Sanat Yayıncılık.
Deniz, M. (2005). Örgütsel davranış boyutlarından seçmeler. İçinde M.Tikici (Edt.). İşletme yönetiminde motivasyon (ss.126-172). Ankara: Nobel Yayın
Dormann, C. ve Zapf, D. (2004). Customer-Related Social Stressors and Burnout. Journal of
Occupational Health Psychology, 9(1), 61–82. Eren, E. (1979) Yönetim psikolojisi. İstanbul. Met/er.
Gaucher, B. ve Chebat, J. C. (2019). How uncivil customers corrode the relationship between frontline employees and retailers. Journal of Retailing and Consumer Services, 46, 1-10.
Gerson, R.F. (1997). Müşteri tatmininde süreklilik (Çev: T.Savaşer). İstanbul: Rota Yayınları.
Giumetti, G. W., Hatfield, A. L., Scisco, J. L., Schroeder, A. N., Muth, E. R. ve Kowalski, R. M. (2013). What a rude e-mail! Examining the differential effects of incivility versus support on mood, energy, engagement, and performance in an online context. Journal of occupational health psychology, 18(3), 297–309.
Gong, T. ve Wang, C.-Y. (2019). How does dysfunctional customer behavior affect employee turnover. Journal of Service Theory and Practice, 29(3), 329-352.
Gordon, S., Adler, H., Day, J. ve Sydnor, S. (2019). Perceived supervisor support: A study of select-service hotel employees. Journal of Hospitality and Tourism Management, 38, 82–90.
Goussinsky, R., ve Livne, Y. (2019). The role of coping resources in the relationship between mistreatment and job burnout: Evidence across two healthcare settings. Journal of Aggression, Maltreatment & Trauma, 28(10), 1250–1268.
Goussinsky, R. (2020). Customer aggression and service sabotage Examining the joint moderating effect of social sharing and rumination. International Journal of Quality and
Service Sciences,1,56-72. Guchait,P., Paşamehmetoglu, A. ve Dawson,M. (2014). Perceived supervisor and co-worker support for error management: Impact on perceived psychological safety and service recovery performance. International Journal of Hospitality Management,41, 28-37.
Gündüz, Ş. (2017) İş yerinde yaşanan sendromlar. (1. Baskı). Beta: İstanbul.
Güney, S.(2011) Örgütsel davranış (1.basım). Ankara: Nobel Yayıncılık.
Harris, L.C. ve Ogbonna,E. (2009). Service sabotage: The dark side of service Dynamics. Business Horizons, 52, 325—33.
Harris, L.C. ve Daunt, K. (2013). Managing customer misbehavior: challenges and strategies. Journal of Services Marketing, 27(4),281-293.
Hatiboğlu, Z.(1977). İşletme yöneticiliğinin temelleri. İstanbul: Aktif Büro Basım Organizasyon Yayınları.
Hobfoll, S. E., Halbesleben, J., Neveu, J.-P. ve Westman, M. (2018). Conservation of resources in the organizational context: The reality of resources and their consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5, 103–128.
Hur, W.-M., Moon, T.-W. ve Lee, J.-H. (2021). The effect of self-efficacy on job performance through creativity: the moderating roles of customer incivility and service scripts. Asia Pacific Journal of Marketing and Logistics, 33(3), 888-905.
Irwin A, Hall D. ve Ellis H. (2021). Ruminating on rudeness: Exploring veterinarians' experiences of client incivility. Vet Rec.,190(4).
Jeong, J. ve Lee, J. H. (2022). Customer mistreatment, employee depression, and organizational citizenship behavior: Emotional intelligence as a moderator. Social Behavior and Personality: an international journal, 50(3), 90-98.
Kalliath,P., Kalliath,T., Chan,X. ve Chan, C. (2020). Enhancing job satisfaction through work– family enrichment and perceived supervisor support: The case of Australian social workers. Personnel Review, 9, 2055-2072.
Kim, H. ve Qu, H.(2019). The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers. Journal of Hospitality & Tourism Research, 43 (1),58-77.
Lam, R., Cheung, C. ve Lugosi, P. (2022). The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees. International Journal of Hospitality Management, 100, 103084.
Liu,J., Washburn,I. ve Qu,H.(2019). A conceptual and methodological investigation of a multilevel model of customer incivility. International Journal of Hospitality Management, 79, 168–178.
Li, X. ve Zhou, E. (2013). Influence of customer verbal aggression on employee turnover intention, Management Decision, 51(4), 890-912.
Medler-Liraz, H. (2020). Customer incivility, rapport and tipping: the moderating role of agreeableness. Journal of Services Marketing, 34(7), 955-966.
Özdevecioğlu, M.(2003). Algılanan örgütsel destek ile örgütsel bağlılık arasındaki ilişkilerin belirlenmesine yönelik bir araştırma. Dokuz Eylül Üniversitesi İ.İ.B.F.Dergisi, 18(2), 113-130.
Özgüven, İ. E. (2003). Endüstri psikolojisi. Ankara: Pdrem Yayınları.
Pohl, S. ve Galletta, M. (2017). The role of supervisor emotional support on individual job satisfaction: A multilevel analysis. Applied Nursing Research, 33, 61-66.
Porath, C. L. ve Erez, A. (2007). Does rudeness really matter? The effects of rudeness on task performance and helpfulness. Academy of Management Journal, 50(5), 1181–1197.
Porath, C. L., & Pearson, C. M. (2012). Emotional and behavioral responses to workplace incivility and the impact of hierarchical status. Journal of Applied Social Psychology, 42(SUPPL. 1), E326-E357.
Rafaeli, A., Erez, A., Ravid, S., Derfler-Rozin, R., Treister, D. E. ve Scheyer, R. (2012). When customers exhibit verbal aggression, employees pay cognitive costs. Journal of Applied Psychology, 97(5), 931–950.
Raza, B., St-onge, S. ve Ali, M. (2021). Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management.1-9
Reynolds K.,L. ve Harris L.C. (2006) Deviant Customer Behavior: An Exploration of Frontline Employee Tactics. Journal of Marketing Theory and Practice, 14:2, 95-111.
Rhoades,L. ve Eisenberger,R.(2002). Perceived Organizational Support: A Review of the Literature. Journal of Applied Psychology, 87(4), 698–714.
Robbins, S. P. ve Judge, T. A. (2021). Örgütsel davranış (Çev: H.E.Erdost Çolak,). Ankara: Nobel Yayıncılık.
Sabuncuoğlu, Z. ve Tüz, M. (1995). Örgütsel psikoloji (1. baskı), Bursa: Ezgi kitabevi
Sliter, M., Jex, S., Wolford, K. ve McInnerney, J. (2010). How rude! Emotional labor as a mediator between customer İncivility and employee outcomes. Journal of Occupational Health Psychology, 15(4), 468 – 481.
Sliter, M., Sliter,K.ve Jex,S. (2012). The employee as a punching bag: The effect of multiple
sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33, 121–139. Taşkın, E.(2005). Müşteri ilişkileri eğitimi. İstanbul: Papatya Yayıncılık.
Türk, M. ve Helvacı, B. (2005). Örgütsel davranış boyutlarından seçmeler. İçinde M.Tikici (Edt.). Kişiliğin işletmelerde içsel ve dışsal müşteri ilişkileri açısından önemi (ss.86-125). Ankara: Nobel Yayın.
Unur, K. ve Akdağ, G. (2010). Motivasyon ve işgörenler açısından önemi. İçinde Ö.N. Timurcanday Özmen ve C. Topaloğlu (Edt.), Çalışma yaşamında bireysel gelişim turizm işletmelerinden örnekler ve uygulamalar (ss.121-139). İstanbul: Beta Basım Yayın.
Van Jaarsveld, D. D., Restubog, S. L. D., Walker, D. D. ve Amarnani, R. K. (2015). Misbehaving customers: Understanding and managing customer injustice in service organizations. Organizational Dynamics, 44(4), 273–280.
Yagil, D. (2017). There is no dark side of customer aggression − It’s all dark. Journal of Marketing Management, 33(15-16), 1413-1420.