İŞ YERİNDE TRAVMATİK OLAY SONRASI STRESİN MÜŞTERİ ODAKLILIĞA ETKİSİNDE LİDER ÜYE ETKİLEŞİMİNİN ARACI ROLÜ: ÇAĞRI MERKEZİNDE BİR ALAN ARAŞTIRMASI

Yıl 2019, Cilt: 12 Sayı: 2, 481 - 497, 29.12.2019

Alper Gürer , İbrahim Bozacı

https://doi.org/10.17218/hititsosbil.644862

Cited By: 1

Öz

İşletmelerin amaçlarına ulaşmasında müşterilerin ihtiyaç ve isteklerinin anlaşılması ve karşılanmasına yönelik müşteri odaklı davranışlar önemli görülmektedir. Bununla beraber iş yerinde yaşanan travmatik olaylar, çalışanların üzerinde olumsuz psikolojik etkilere neden olabilmektedir.  İşyerinde yaşanan travmaların çalışanların müşteri odaklı davranışlarında etkili olabileceği düşüncesiyle tasarlanan bu çalışmada, işyerinde yaşanan travmatik olayların müşteri odaklılık üzerindeki etkisi ve bu ilişkide lider üye etkileşiminin aracı rolü incelenmiştir. Kırıkkale ilinde faaliyet gösteren bir çağrı merkezinde gerçekleştirilen araştırmaya 207 çalışan katılmıştır. Araştırmada değişkenler arası ilişkilerin incelenmesinde regresyon analizinden faydalanılmıştır. Aracılık rolünün anlamlılık düzeyinin tespiti için Sobel Testi uygulanmıştır. Elde edilen bulgulara göre işyerinde yaşanan travmatik olay sonrası stres, çalışanların müşteri odaklılığını olumsuz yönde etkilemektedir. Lider üye etkileşimi düzeyi ise müşteri odaklılığı olumlu şekilde etkilemektedir. Çalışma sonucunda lider üye etkileşiminin aracı etkisi sayesinde travmatik olayların müşteri odaklılık üzerindeki olumsuz etkisinde azalma tespit edilmiştir.

Anahtar Kelimeler

İşyerinde Travmatik Olay, Müşteri Odaklılık

Kaynakça

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