Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü

Ayşen Akbaş Tuna

doi:10.25287/ohuiibf.1917761

EN TR

How Does Customer Mistreatment Affect Employees' Mental Well-Being? The Mediating Role of Organization-Based Self-Esteem

Öz

This study examines the effect of customer mistreatment on employees’ mental well-being and investigates the mediating role of organization-based self-esteem in this relationship. In this study, a relational survey design, one of the quantitative research methods, was employed. Data were collected from 374 participants working in the banking sector using a convenience sampling method. The collected data were analyzed using SmartPLS software within the framework of structural equation modeling. The findings indicate that the direct effect of customer mistreatment on mental well-being is not statistically significant. However, customer mistreatment has a significant and negative effect on organization-based self-esteem, while organization-based self-esteem has a strong and positive effect on mental well-being. The mediation analysis reveals that customer mistreatment indirectly and negatively affects mental well-being through organization-based self-esteem. This finding suggests that negative customer behaviors do not directly impair employees’ psychological well-being; rather, they exert an indirect effect by first diminishing employees’ perceived value and self-esteem within the organization. The results further demonstrate that protecting employee well-being in the service sector requires not only managing customer behaviors but also strengthening human resource and managerial practices that enhance employees’ sense of value and respect within the organization. Therefore, this study contributes to the literature by explaining the impact of customer-related stressors on employee well-being through the mechanism of organization-based self-esteem.

Anahtar Kelimeler

Customer Mistreatment, Mental Well-Being, Organization-Based Self-Esteem, Banking Sector

Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü

Öz

Bu araştırmada müşterinin kötü muamelesinin çalışanların mental iyi oluşu üzerindeki etkisi ve bu ilişkide örgüt temelli özsaygının aracılık rolü incelenmiştir. Araştırmada nicel araştırma yöntemlerinden ilişkisel tarama modeli benimsenmiş; veriler kolayda örnekleme yöntemiyle bankacılık sektöründe çalışan 374 katılımcıdan elde edilmiştir. Toplanan veriler, yapısal eşitlik modellemesi temelinde SmartPLS yazılımı ile analiz edilmiştir. Bulgular, müşterinin kötü muamelesinin mental iyi oluş üzerindeki doğrudan etkisinin istatistiksel olarak anlamlı olmadığını göstermektedir. Buna karşın müşterinin kötü muamelesinin örgüt temelli özsaygı üzerinde anlamlı ve negatif bir etkiye sahip olduğu, örgüt temelli özsaygının ise mental iyi oluşu güçlü ve pozitif yönde etkilediği belirlenmiştir. Aracılık analizi sonuçları, müşterinin kötü muamelesinin mental iyi oluşu örgüt temelli özsaygı üzerinden dolaylı olarak ve negatif yönde etkilediğini ortaya koymaktadır. Bu bulgu, çalışanların maruz kaldıkları olumsuz müşteri davranışlarının doğrudan psikolojik iyi oluşu zedelemekten ziyade, öncelikle çalışanların örgüt içindeki değer algılarını ve özsaygı düzeylerini azaltarak dolaylı bir etki yarattığını göstermektedir. Elde edilen sonuçlar, hizmet sektöründe çalışanların iyi oluşunun korunmasında yalnızca müşteri davranışlarının yönetilmesinin yeterli olmadığını, aynı zamanda çalışanların örgüt içinde değerli ve saygın hissetmelerini güçlendiren insan kaynakları ve yönetim uygulamalarının büyük önem taşıdığını ortaya koymaktadır. Bu nedenle çalışma, müşteri kaynaklı stres unsurlarının çalışan iyi oluşuna etkisini örgüt temelli özsaygı aracılığıyla açıklayarak literatüre özgün bir katkı sunmaktadır.

Anahtar Kelimeler

Müşteri Kötü Muamelesi, Mental İyi Oluş, Örgüt Temelli Özsaygı, Bankacılık Sektörü

Kaynakça

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Ayrıntılar

Birincil Dil

Türkçe

Konular

İnsan Kaynakları ve Endüstriyel İlişkiler (Diğer)

Bölüm

Araştırma Makalesi

Yazarlar

Ayşen Akbaş Tuna ^*
0000-0003-4615-4374
Türkiye

Yayımlanma Tarihi

24 Mayıs 2026

Gönderilme Tarihi

27 Mart 2026

Kabul Tarihi

20 Nisan 2026

Yayımlandığı Sayı

Yıl 2026 Sayı: 20

DOI

https://doi.org/10.25287/ohuiibf.1917761

IZ

https://izlik.org/JA34SL42FR

APA

Akbaş Tuna, A. (2026). Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 20, 1-14. https://doi.org/10.25287/ohuiibf.1917761

AMA

1.Akbaş Tuna A. Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü. ÖHÜİİBFD. 2026;(20):1-14. doi:10.25287/ohuiibf.1917761

Chicago

Akbaş Tuna, Ayşen. 2026. “Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, sy 20: 1-14. https://doi.org/10.25287/ohuiibf.1917761.

EndNote

Akbaş Tuna A (01 Mayıs 2026) Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 20 1–14.

IEEE

[1]A. Akbaş Tuna, “Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü”, ÖHÜİİBFD, sy 20, ss. 1–14, May. 2026, doi: 10.25287/ohuiibf.1917761.

ISNAD

Akbaş Tuna, Ayşen. “Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 20 (01 Mayıs 2026): 1-14. https://doi.org/10.25287/ohuiibf.1917761.

JAMA

1.Akbaş Tuna A. Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü. ÖHÜİİBFD. 2026;:1–14.

MLA

Akbaş Tuna, Ayşen. “Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü”. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, sy 20, Mayıs 2026, ss. 1-14, doi:10.25287/ohuiibf.1917761.

Vancouver

1.Ayşen Akbaş Tuna. Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü. ÖHÜİİBFD. 01 Mayıs 2026;(20):1-14. doi:10.25287/ohuiibf.1917761

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How Does Customer Mistreatment Affect Employees' Mental Well-Being? The Mediating Role of Organization-Based Self-Esteem

Öz

Anahtar Kelimeler

Müşterinin Kötü Muamelesi Çalışanların Mental İyi Oluşunu Nasıl Etkiler? Örgüt Temelli Özsaygının Aracılık Rolü

Öz

Anahtar Kelimeler

Kaynakça

Ayrıntılar

Birincil Dil

Konular

Bölüm

Yazarlar

Yayımlanma Tarihi

Gönderilme Tarihi

Kabul Tarihi

Yayımlandığı Sayı

DOI

IZ

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