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

Abstract

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

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

Abstract

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.

Keywords

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

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