Turizm Çalışanlarının Maruz Kaldığı Kötü Davranışlar Üzerine Bir Bibliyometrik Haritalama

Yıl 2025, Cilt: 9 Sayı: 1, 80 - 108, 18.03.2025

Rümeysa Unat , Arzu Toker

https://doi.org/10.32572/guntad.1516205

Öz

Hizmet sektörlerinin tümünde, çalışanlar müşterilerden kaynaklanan kötü davranışlara sıklıkla maruz kalmaktadır. Neredeyse tüm operasyonel süreçlerin insanın insana hizmeti ile oluştuğu turizm sektöründe ise özellikle ön saflardaki çalışanlar bu kötü davranışlarla daha sık yüzleşmektedir. Bu araştırmada, çalışanlara yönelik kötü davranışları ele alan çalışmalara genel bir bakış sunmak amaçlanmıştır. Bu doğrultuda, Scopus veri tabanında “sapkın müşteri davranışı, kötü davranış, jaymüşteri, işlevsel olmayan müşteri davranışı, müşterinin kötü davranışı, müşteri kötü muamelesi, müşteri saldırganlığı, müşteri öfkesi, müşteri misillemesi, müşteri intikamı, müşteri nezaketsizliği, turist, turizm, restoran, seyahat acentası, konaklama” anahtar sözcükleri ile tarama yapılmış ve 86 çalışma tespit edilmiştir. VOSviewer bibliyometrik haritalama programı ile yapılan analizler sonucunda, atıf ağı en yüksek çalışmaların Su Jin Han (2016), Lloyd C. Harris (2004) ve Meehee Cho (2016) tarafından yapıldığı; ülkeler arası bibliyografik eşleşmenin en fazla Amerika Birleşik Devletleri, Çin ve Birleşik Krallık’ta; alana en fazla katkı sağlayan araştırmacıların Lloyd C. Harris, Alicia A. Grandey, Mo Wang, Junqı Shi, Danielle D. Van Jaarsveld, David D. Walker; alana en fazla katkı sağlayan kaynakların International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Journal of Services Marketing, Tourism Management ve International Journal of Quality and Service Sciences olduğu; alanı temsil eden en önemli kavramların ise başta müşteri nezaketsizliği olmak üzere müşteri kötü muamelesi, müşteri uygunsuz davranışı ve tükenmişlik olduğu tespit edilmiştir. Bu çalışma, turizm sektöründe müşteri kötü davranışları üzerine alanyazını genişletmeye katkıda bulunmakta ve bu alandaki gelecekteki araştırmalara rehberlik edecek kapsamlı bir genel bakış sunmaktadır.

Anahtar Kelimeler

Bibliyometrik Haritalama, Kötü Davranış, Ön Saflarda Çalışanlar, Turizm

A Bibliometric Mapping of the Bad Behaviors Experienced by Tourism Employees

Öz

In all service sectors, employees may be faced to bad behaviours by customers. However, in the tourism sector, which is formed by the service of people to people in almost all operational processes, especially frontline employees experience these bad behaviours more frequently. This study aims to provide an overview of the studies on employee misbehaviour. Based on this, the Scopus database was searched with the keywords "customer deviant behavior, bad behavior, jaycustomer, customer dysfunctional behavior, customer misbehavior, customer mistreatment, customer aggression, customer rage, customer retaliation, customer revenge, customer incivility, tourist, tourism, restaurant, travel agency, hospitality" and 86 related studies were identified. According to the results obtained from 86 studies analysed with VOSviewer bibliometric mapping programme, the studies with the highest citation network were conducted by Su Jin Han (2016), Lloyd C. Harris (2004) and Meehee Cho (2016); bibliographic matching between countries was the highest in the United States, China and the United Kingdom; the researchers who contributed the most to the field were Lloyd C. Harris, Alicia A. Grandey, Mo Wang, Junqı Shi, Danielle D. Van Jaarsveld, David D. Walker; the sources contributing the most to the field are International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, Journal of Services Marketing, Tourism Management and International Journal of Quality and Service Sciences; the most important terms representing the field were found to be customer incivility, customer mistreatment, customer misbehavior and burnout. This study contributes to expanding the literature on customer bad behaviour in the tourism industry and provides a comprehensive overview to guide future research in this area.

Anahtar Kelimeler

Bibliometric Mapping, Bad Behavior, Frontline Employees, Tourism

Kaynakça

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