Müşteri saldırganlığı: Yaygınlığı ve aktörleri (bir alan araştırması)

Müşteri Saldırganlığı: Yaygınlığı ve Aktörleri (Bir Alan Araştırması) İşyeri saldırganlığı, içsel veya dışsal kaynaklı, kişi veya kişilerin fiziksel ya da psikolojik olarak çalışanlara zarar verme amacı güden her türlü tutum ve davranışları ifade etmektedir. Günümüzde önemli bir sorun alanı olan kurum içi saldırgan davranışların yanı sıra kurum dışındaki kişilerden kaynaklanan saldırgan davranışlar da önemli ölçüde artmıştır. Bu durum özellikle hizmet sektöründe istihdamın artışıyla paralel bir durumdur. Hizmet sektörü çalışanlarının müşterilerle bire bir ilişki içinde olmaları, sürekli olarak saldırı riskiyle de karşı karşıya olmaları sonucunu doğurmaktadır. Araştırma sonuçları da özellikle ön ofis çalışanlarının büyük bir risk grubu olduğunu göstermektedir. JEL Sınıflaması: M31

Customer aggression: The prevalence and actors (A survey)

Workplace violence comprise, all of the attitudes and conduct intend to give physical or psychological harm to the employees by the people who are outside or inside the organization. Nowadays, besides internal workplace violence which is one of the master issues of working life, violent (aggressive) behaviours emaneted from the people outside the organization also increased significantly. This is an analogous event to the increase of the employment in service industries. Employees in the service sector are always face to face with the risk of workplace violence, because they are in an one to one relation with the customers. The results of the research also shows that the box office clerks are the major risk group. JEL Classification: M31

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