The Mobbing and its Effects: A Study in the Service Industry

Yıl 2013, Cilt: 68 Sayı: 02, 1 - 25, 01.02.2013

Umut Avcı Ufuk Kaya

https://doi.org/10.1501/SBFder_0000002278

Cited By: 11

Öz

Mobbing has become one of the critical organizational problems of work life recently. It creates several negative results such as decrease of job satisfaction, increase of employee turnover rate, and even decrease of service quality. This study examines the mobbing perceptions and its work related and non-work related outcomes in service industry. Data were gathered through a survey from 235 employees of city hotels in Izmir. Mobbing was measured by Inventory of Psychological Terror (LIPT) developed as research scale by Leymann (1996). Structural equation modeling is utilized to determine the effects of mobbing on work and non-work related outcomes. Findings of the study show that four dimensions of mobbing, namely, “effects on the assert him/herself and communication of the victim”; “effects directly on the health of the victim”; “effects on the social relations of the victim”; “effects on the dignity of the victim”, have an effect on work related outcomes and non-work related outcomes. However, one dimension, namely, “effects on the occupational situation of the victim” does not affect work related outcomes and non-work related outcomes. Another important finding of this study is that, the non-work related outcomes of mobbing is higher than the work related outcomes of mobbing.

Anahtar Kelimeler

Mobbing, work related outcomes, non-work related outcomes, hotels, inventory of psychological terror

Yıldırma Algısı ve Etkileri: Hizmet Sektöründe Bir Araştırma

Öz

Yıldırma davranışları son yıllarda çalışma hayatının önemli örgütsel sorunlarından birisi durumuna gelmiştir. Bunun sonucunda iş tatminsizliği, işgören devir hızının artması, hatta hizmet kalitesinin düşmesi gibi olumsuz sonuçları doğurmaktadır. Bu çalışma, hizmet sektörü işletmelerinde yıldırma algısının iş başı ve iş dışı sonuçlarını incelemektedir. Araştırma verileri İzmir’de yer alan şehir otellerinin 235 çalışanından anket tekniğiyle toplanmıştır. Yıldırma davranışları Leymann (1996) tarafından geliştirilen Psikolojik Terör Ölçeği kullanılarak ölçülmüştür. Yıldırma davranışlarını algılama düzeyinin “iş başı ve iş dışı sonuçlar” üzerindeki etkilerini belirleyebilmek amacıyla Yapısal Eşitlik Modeli kurulmuştur. Araştırma bulgularına göre, “çalışanın kendini göstermesine ve iletişim kurmasına yönelik engeller”, “bireyin doğrudan sağlığına yönelik saldırılar”, “sosyal ilişkilere yönelik saldırılar” ve “itibara yönelik saldırılar” iş başı ve iş dışı sonuçlar üzerinde etkilidir. Buna karşın, “çalışma yaşam kalitesine yönelik saldırılar”ın iş başı ve iş dışı sonuçlar üzerinde etkisi yoktur. Araştırmanın önemli kabul edilebilecek bir diğer bulgusu da, yıldırma davranışlarının iş dışı etkilerinin iş başı etkilerden daha yüksek düzeyde olmasıdır.

Anahtar Kelimeler

Yıldırma, iş başı sonuçlar, iş dışı sonuçlar, otel işletmeleri, psikolojik terör ölçeği

Kaynakça

• Agervold, Mogens ve Eva Gemzİe Mikkelsen (2004), “Relationships Between Bullying, Psychosocial Work Environment and Individual Stress Reactions,” Work & Stress, 18 (4): 336-35
• Bakan, İsmail ve Tuğba Büyükbeşen (2004), “Örgütsel İletişim ile İş Tatmini Unsurları Arasındaki İlişkiler: Akademik Örgütler İçin Bir Alan Araştırması,” Akdeniz Üniversitesi İ.İ.B.F. Dergisi, 4 (7): 1-30.
• Balducci, Cristian, Vincenzo Alfano ve Franco Fraccaroli (2009), “Relationships between Mobbing at Work and MMPI-2 Personality Profile, Posttraumatic Stres Symptoms and Suicidal Ideation and Behavior,” Violence and Victims, 24 (1): 52-67.
• Başaran, İbrahim E. (2000), Örgütsel Davranış, İnsanın Üretim Gücü (Ankara: Feryal Matbaası). 21 Björkqvist, Kaj, Karin Österman, ve Monika Hjelt-Bäck (1994), “Aggression among University Employees,” Aggressive Behavior, 20 (3): 173-184.
• Cornero, M. Angeles ve Blanca Martinez (2008), “Economic and Health Consequences of the Initial Stage of Mobbing: The Spanish Case,” http://www.webmeets.com/files/papers/SAE/2005/104/CM05_june05.pdf (15.05.2009).
• Çakır, Özlem (2007), “İşini Kaybetme Kaygısı: İş Güvencesizliği,” Çalışma ve Toplum, 12 (1): 1171
• Çöl, Serap Özen (2008), “İşyerinde Psikolojik Şiddet: Hastane Çalışanları Üzerine Bir Araştırma,” Çalışma ve Toplum, 19 (4): 107-134.
• Davenport, Noa, R. Distler Schwartz ve Gail R. Elliot (2003), Mobbing İşyerinde Duygusal Taciz (İstanbul: Sistem Yayıncılık) (Çev.: Osman Cem Önertoy).
• Demirel, Yavuz ve M. Asıf Yoldaş (2008), “Sağlık Kuruluşlarında Karşılaşılan Psikolojik Yıldırma Davranışlarının Türkiye ve Kazakistan Açısından Karşılaştırılması,” Uluslararası İnsan Bilimleri Dergisi, 5 (2): 1-25.
• Djurkovic, Nikola, Darcy McCormact ve Gian Casimir (2004), “The Physical and Psychological Effects of Workplace Bullying and Their Relationship to Intention to Leave: A Test of The Psychosomatic and Disability Hypotheses,” International Journal of Organization Theory and Behavior, 7 (4): 469-497.
• Duffy, Maureen ve Len Sperry (2007), “Workplace Mobbing: Individual and Family Health Consequences,” The Family Journal, 15 (4): 398-404.
• Einarsen, Stale (1999), “The Nature and Causes of Bullying at Work,” International Journal of Manpower, 20 (1/2): 16-27.
• Einarsen, Stale, Bjİrn I. Raknes ve Stig Berge Matthiesen (1994), “Bullying and Harassment at Work and Their Relationships to Work Environment Quality - An Exploratory Study,” European Work and Organizational Psychologist, 4 (4): 381-401.
• Field, Tim (1996), Bully in Sight. How To Predict, Resist, Challenge and Combat Workplace Bullying (Oxfordshire: Success Unlimited).
• Groeblinghoff, Dieter ve Michael Becker (1996), “A Case of Mobbing and The Clinical Treatment of Mobbing Victims,” European Journal of Work and Organizational Psychology, 5 (2): 2779
• Gül, Hülya (2009), “İş Sağlığında Önemli Bir Psikososyal Risk: Mobbing-Psikolojik Yıldırma,” TAF Preventive Medicine Bulletin, 8 (6): 515-520.
• Güngör, Meltem (2008), Çalışma Hayatında Psikolojik Taciz (İstanbul: Derin Yayınları).
• Hair, F. Joseph, Rolph E. Anderson, Ronald L. Tatham ve William Black (1998), Multivariate Data Analysis, (NJ: Prentice- Hall).
• Hansen, Marie Ase, Annie Hogh, Roger Persson, Björn Karlson, Anne Helene Garde ve Palle Ørbaek (2006), “Bullying at Work, Health Outcomes, and Physiological Stress Response,” Journal of Psychosomatic Research, 60 (1): 63-72.
• Harrera, Ruth, S., Robert I. Delcampo ve Michael H. Arnes (1993), “A Serial Approach for Translating Family Science Instrumentation,” Family Relations, 42 (3): 357-360.
• Hartig, Kate ve Jeannene Frosch (2006), “Workplace Mobbing Syndrome: The ‘Silent and Unseen’ Occupational Hazard. Our Work … Our Lives,” National Conference on Women and Industrial Relations, Queensland Working Women’s Service and Griffith Business School Griffith University Brisbane, 12-14 July.
• Hauge, Lars J., Anders Skogstadd ve Stale Einarsen (2010), “The Relative Impact of Workplace Bullying as a Social Stressor at Work,” Scandinavian Journal of Psychology, 51 (5): 4264
• Heames, Joyce ve Mike Harvey (2006), “Workplace Bullying: A Cross-Level Assessment,” Management Decision, 44 (9): 1214-1230.
• Hegemann, Gisela (1995), Motivasyon El Kitabı (İstanbul: Rota Baskı Yayınevi).
• İbicioğlu, Hasan, Münire Çiftçi ve Seher Derya (2009), “Örgütlerde Yıldırma (Mobbing): Kamu Sektöründe Bir İnceleme,” Organizasyon ve Yönetim Bilimleri Dergisi, 1 (2): 25-38.
• Joreskog, G. Karl ve Dag Sörbom, (1993), Lisrel 8: Structural Equation Modeling With The SIMPLIS Command Language (Chicago: Scientific International Software).
• Josipovic-Jelic, Zeljka, Eugenio Stoini ve Sandra Bunikic (2005), “The Effect of Mobbing on Medical Staff Performance,” Acta Clin Croat, 44 (4): 347-352.
• Kline, B. Rex (1998), Principles and Practice of Structural Equation Modeling (New York: The Guilford Press).
• Kök, Bayrak Sebahat (2006), “İş Yaşamında Psiko-Şiddet Sarmalı Olarak Yıldırma Olgusu ve Nedenleri,” Selçuk Üniversitesi Sosyal Bilimler Dergisi, (16): 433-448.
• Köse, Hüseyin (2006), “Örgüt İçi İletişimde Negatif Bir Olgu: Psikolojik Yıldırma ve Sistemli Bir "Ötekileştirme" Süreci Olarak Mobbing,” II. Ulusal Halkla İlişkiler Sempozyumu, Kocaeli, 24-26 Nisan.
• Köse, Sevim ve Şener Uysal, (2010), “Kamu Personelinin Yıldırma (Mobbing) ve Boyutları Hakkındaki Düşünceleri Üzerine Bir Çalışma: Manisa Tarım İl Müdürlüğü Örneği,” CBÜ Sosyal Bilimler Dergisi, 8 (1): 261-276.
• Lam, Terry, Hanqin Zhang ve Tom Baum (2001), “An Investigation of Employees' Job Satisfaction: The Case of Hotels in Hong Kong,” Tourism Management, 22 (2): 157-165. Lewis, E. Sian ve Jim Orford (2005), “Women's Experiences of Workplace Bullying: Changes in Social Relationships,” Journal of Community & Applied Social Psychology, 15 (1): 29-47. Leymann, Heinz (1990), “Mobbing and Psychological Terror at Workplaces,” Violence and Victims, 5 (2): 119-126.
• Leymann, Heinz (1996). “The Context and Development of Mobbing at Work,” European Journal of Work and Organizational Psychology, 5 (2): 165-184.
• Leymann, Heinz ve Annelie Gustaffson, (1996), “Mobbing at Work and the Development of PostTraumatic Stress Disorders,” European Journal of Work and Organizational Psychology, 5 (2): 251-275.
• Loh, Jennifer, Simon Lloyd ve Thomas J. Zagenczyk, (2009), “Consequences of Workplace Bullying on Employee Identification and Satisfaction Among Australians and Singaporeans,” Journal of Cross-Cultural Psychology, 20 (10): 1-17.
• Luthans, Fred (1988), “The Exploding Service Sector: Meeting The Challenge Through Behavioral Management,” Journal of Organizational Change Management, (1) 1: 18-28.
• Matthiesen, S. Berge ve Stale Einarsen (2004), “Psychiatric Distress and Symptoms of PTSD Among Victims of Bullying at Work,” British Journal of Guidance & Counselling, 32 (3): 335-35
• Mikkelsen, Eva Gemzİe ve Stale Einarsen (2002a), “Basic Assumptions and Symptoms of Posttraumatic Stress Among Victims of Bullying at Work,” European Journal of Work and Organizatonal Psychology, 11 (1):87-111. 23 Mikkelsen, Eva Gemzİe ve Stale Einarsen (2002b), “Relationships Between Exposure to Bullying at Work and Psychological and Psychosomatic Health Complaints: The Role of State Negative Affectivity and Generalized Self-Efficacy,” Scandivian Journal of Psychology, 43 (5): 397-405.
• Moayed, A. Farman, Daraiseh Nancy, Shell Richard ve Sam Salem (2006), “Workplace Bullying: A Systematic Review of Risk Factors and Outcomes,” Theoretical Issues in Ergonomics Science, 7 (3): 311-327.
• Naime, Gary ve Ruth Naime (2003), The Bully at Work (Illinois: Sourcebooks).
• Niedl, Klaus (1996), “Mobbing and Well-being: Economic and Personel Development Implications,” European Journal of Work and Organizational Psychology, 5 (2): 139-249.
• Nolfe Giovanni, Claudio Petrella, Francesco Blasi, Gemma Zontini ve Giuseppe Nolfe (2008), “Psychopathological Dimensions of Harassment in The Workplace (Mobbing),” International Journal of Mental Health, 36 (4): 67-85.
• Notelaers, Guy, Stale Einarsen, Hans DeWitte ve Jeroen Vermunt (2006), “Measuring Exposure to Bullying at Work: The Advantages and Validity of the Latent Class Cluster Approach,” Work & Stress, 20 (4): 288-301.
• Özdemir, Muhsin ve Betül Açıkgöz (2007), “Mobbinge Maruz Kalanların Tepki Seviyelerinin Ölçümü,” 16. Ulusal Yönetim ve Organizasyon Kongresi, Sakarya Üniversitesi, 25-27 Mayıs.
• Özen, Serap (2007), “İşyerinde Psikolojik Şiddet ve Nedenleri,” İş, Güç Endüstri İlişkileri ve İnsan Kaynakları Dergisi, 9 (3): 1-34.
• Pizam, Abraham (2004), “Are Hospitality Employees Equipped to Hide Their Feelings?,” International Journal of Hospitality Management, 23 (4): 315-316.
• Quine, Lyn (1999), “Workplace Bullying in NHS Community Trust: Staff Questionnaire Survey,” British Medical Journal, 318: 228-232.
• Shallcross, Linda, Michael Sheehan ve Sherly Ramsay (2008), “Workplace Mobbing: Experiences in the Public Sector,” International Journal of Organizational Behaviour, 13 (2): 56-70.
• Sheehan, Michael, Michelle Barker ve Charlotte Rayner (1999), “Applying Strategies for Dealing with Workplace Bullying,” International Journal of Manpower, 20 (1/2): 50-56.
• Şahin, Bayram, Mehmet Çetin ve Mesut Çimen (2010), Genç Doktorların Mobbing (Yıldırma) Mağduriyetinin Değerlendirilmesi, 8. Uluslararası Bilgi, Ekonomi ve Yönetim Kongresi, İstanbul Üniversitesi, 28-31 Ekim.
• Şahin, Bayram ve Tuğba Dündar (2011), “Sağlık Sektöründe Etik İklim ve Yıldırma (Mobbing) Davranışları Arasındaki İlişkinin İncelenmesi,” Ankara Üniversitesi SBF Dergisi, 66 (1): 129-15
• Şimşek, Ömer F. (2007), Yapısal Eşitlik Modellemesine Giriş: Temel İlkeler ve Lisrel Uygulamaları (Ankara: Ekinoks Yayınları).
• Taylor, E. Shelley, Letitia A. Peplau, ve David Sears (2007), Sosyal Psikoloji (Ankara: İmge Kitabevi) (Çev.: Ali Dönmez).
• Tehrani, Noreen (2004), “Bullying: A Source of Chronic Post-Traumatic Stress?,” British Journal of Guidance & Counselling, 32 (3): 357-366.
• Tengilimoğlu, Dilaver ve Fatma Akdemir Mansur (2009), “İşletmelerde Uygulanan Mobbingin (Psikolojik Şiddet) Örgütsel Bağlılığa Etkisi,” Uluslararası İktisadi ve İdari İncelemeler Dergisi, 1 (3): 69-84.
• TÜSİAD (2009), Dünyada ve Türkiye’de İş Etiği ve Etik Yönetimi (Tüsiad Yayınları, Yayın No: TÜSİAD/T-2009-06-492, ss.1-149).
• WHO (World Health Organisation) (2003), Raising Awareness of Psychological Harassment at Work: Advice to Health Professionals, Decision Makers, Managers, Human Resource directors, Legal Community and Workers. http://www.inicio.ie/Bullying%20at%20Work.pdf (20.05.2009).
• Tınaz, Pınar (2006a), İşyerinde Psikolojik Taciz (Mobbing) (İstanbul: Beta Basım Yayım).
• Tınaz, Pınar (2006b), “İşyerinde Psikolojik Taciz (Mobbing),” Çalışma ve Toplum, 4 (11): 13-28.
• Tutar, Hasan (2004), İşyerinde Psikolojik Şiddet (Ankara: Platin Yayınları).
• Vartia, Maarit (2001), “Consequences of Workplace Bullying with Respect to The Well-Being of Its Targets and The Observers of Bullying,” Scandinavian Journal of Work, Environment and Health, 27 (1): 63-69.
• Vartia, Maarit (2002), “Workplace Bullying–A Study on The Work Environment, Well- Being and Health,” People And Work Research Reports 56, Finnish Institute of Occupational Health, (Helsinki).
• Yamada, C. David (2000), “The Phenomenon of Workplace Bullying and the Need for Status-Blind Hostile Work Environment Protection,” The Georgetown Law Journal, 88 (3): 475-536.
• Yeniçeri, Tülay ve Ela Erten (2008), “Mağaza Sadakat Programlarının Algılanması, Güven, İlişkiyi Sürdürme İsteği ve Mağaza Sadakati Arasındaki İlişkilerin Yapısal Eşitlik Modeli İle İncelenmesi,” Doğuş Üniversitesi Dergisi, 9 (2): 232-247.
• Zapf, Dieter, Carmen Knorz, ve Matthias Kulla (1996), “On the Relationship between Mobbing Factors, and Job Content, Social Work Environment, and Health Outcomes,” European Journal of Work and Organizational Psychology, 5 (2): 215-237.
• Zapf, Dieter (1999), “Organisational, Work Group Related and Personal Causes of Mobbing/Bullying at Work,” International Journal of Manpower, 20 (1/2): 70-85.
• Zapf, Dieter ve Stale Einarsen (2005), “Mobbing at Work: Escalated Conflicts in Organizations,” Suzy, Fox ve Paul E. Spector (eds.) Counterproductive Work Behavior: Investigations of Actors and Targets, (Washington: American Psychological Associaton): 237-269.