VALIDITY AND RELIABILITY STUDY OF CUSTOMER-RELATED SOCIAL STRESSORS SCALE

Öz

Customer-related social stressors are defined as the work stress experienced by employees providing services to customers in social interaction in the workplace. This situation, which threatens the employees especially in the service sector, is considered an important problem causing the decrease in job satisfaction and an increase in burnout. In this study, this research aims to adapt to the customer-related social stressor Scale, developed by Dormann ve Zapf in the year of 2004, into the Turkish language. According to the results of the research conducted with the participation of 328 service-sector employees, the factor loadings of the items in the scale ranged between 0,529 and 0,847 and the total explained variance was determined as 59,95%. According to the confirmatory factor analysis results, the customer-related social stressor scale consists of 16 items and 3 factors (Chi-square / degree of freedom: 2,94; RMSEA: 0.077; NFI: 0.94; NNFI: 0.96; CFI: 0.96; GFI: 0.90 ve AGFI: 0.86). The internal consistency of the scale was calculated as 0.888 and item-total correlations ranged between 0,311 ile 0,714. As a result, after the analysis, it was concluded that the customer-related social stressor scale is valid and reliable for Turkish society.

Anahtar Kelimeler

• Customer-related social stressors,scale,validity,reliability

MÜŞTERİLERLE İLGİLİ SOSYAL STRESÖRLER ÖLÇEĞİNİN GEÇERLİK VE GÜVENİLİK ÇALIŞMASI

Öz

Müşterilerle ilgili sosyal stresörler, müşterilere hizmet sunan çalışanların iş yerindeki müşterilerle sosyal etkileşim sırasında yaşadığı iş stresi olarak tanımlanmaktadır. Özellikle hizmet sektöründe çalışanları tehdit eden bu durum, çalışanların iş tatminlerinin düşmesine ve tükenmişlik artışına neden olan önemli bir problem olarak değerlendirilmektedir. Bu çalışma 2004 yılında Dormann ve Zapf tarafından geliştirilen müşterilerle ilgili sosyal stresörler ölçeğinin Türkçe geçerlik-güvenirlik çalışmasını gerçekleştirmeyi amaçlamaktadır. 328 hizmet sektörü çalışanının katılımıyla gerçekleştirilen araştırma sonuçlarına göre, ölçekte bulunan maddelerin faktör yükleri 0,529 ile 0,847 arasında değişmektedir ve açıklanan toplam varyans %59,95 olarak tespit edilmiştir. Gerçekleştirilen doğrulayıcı faktör analizi sonuçlarına göre, müşterilerle ilgili sosyal stresörler ölçeği (Ki-kare/serbestlik değeri: 2,94; RMSEA: 0.077; NFI: 0.94; NNFI: 0.96; CFI: 0.96; GFI: 0.90 ve AGFI: 0.86) 16 madde ve 3 faktörden oluşmaktadır. Ölçeğin içsel tutarlığı 0,888 olarak hesaplanmıştır ve madde-toplam korelasyonlarının 0,311 ile 0,714 arasında değiştiği görülmüştür. Sonuç olarak analizler, müşterilerle ilgili sosyal stresörler ölçeğinin bu alandaki araştırmalarda, araştırmacılar tarafından kullanılabilecek geçerli ve güvenilir bir ölçme aracı olduğunu göstermektedir.

Anahtar Kelimeler

• Müşterilerle ilgili sosyal stresörler,ölçek,geçerlik,güvenirlik

Kaynakça

1. Bayram, N. (2004). Sosyal Bilimlerde SPSS ile Veri Analizi, Bursa: Ezgi Kitabevi.
2. Beavers, A.S., Lounsbury, J.W., Richards, J.K., Huck, S.W. Skolits, G.J. & Esquivel, S.L. (2013). Practical Considerations for Using Exploratory Factor Analysis in Educational Research, Practical Assessment, Research & Evaluation, 18(6), 1-13.
3. Ben-Zur, H. & Yagil, D. (2005). The Relationship between Empowerment, Aggressive Behaviours of Customers, Coping, and Burnout, European Journal of Work and Organizational Psychology, 14(1), 81-99.
4. Bhui, K., Dinos, S., Galant-Miecznikowska, M., de Jongh, B. & Stansfeld, S. (2016). Perceptions of Work Stress Causes and Effective Interventions in Employees Working in Public, Private and Non-governmental Organisations: A Qualitative Study. BJPsych bulletin, 40(6), 318-325.
5. BLS (2019). Employment by Major Industry Sector, https://www.bls.gov/emp/tables/employment-by-major-industry-sector.htm Erişim Tarihi: 05.11.2018
6. Choi, C.H., Kim, T.T., Lee, G., & Lee, S.K. (2014). Testing the Stressor–Strain–Outcome Model of Customer-Related Social Stressors in Predicting Emotional Exhaustion, Customer Orientation and Service Recovery Performance, International Journal of Hospitality Management, 36, 272-285.
7. Costello, A.B. & Osborne, J.W. (2005). Best Practices in Exploratory Factor Analysis: Four Recommendations for Getting the Most from Your Analysis, Practical Assessment, Research & Evaluation, 10(7), 1-9.
8. Çelik, H.E. & Yılmaz, V. (2013). Lisrel 9.1 ile Yapısal Eşitlik Modellemesi, Ankara: Anı Yayıncılık.

9. Çömlekçi, M. & Başol, O. (2019). Sosyal Medya Haberlerine Güven ve Kullanıcı Teyit Alışkanlıkları Üzerine Bir İnceleme. Galatasaray Üniversitesi İletişim Dergisi, (30), 55-77.
10. De Vaus, D.A. (2002). Surveys in Social Research. Australia: Allen & Unwin.
11. Dormann, C. & Zapf, D. (2004). Customer-Related Social Stressors and Burnout, Journal of Occupational Health Psychology, 9(1), 61–82.
12. Dudenhöffer, S. & Dormann, C. (2013). Customer-Related Social Stressors and Service Providers’ Affective Reaction,. Journal of Organizational Behavior, 34, 520-539.
13. Dudenhöffer, S., & Dormann, C. (2015). Customer-Related Social Stressors Meaning and Consequences Across Service Jobs, Journal of Personnel Psychology, 14(4),165-181.
14. Dupré, K.E., Barling, J. & Dawe, K.A. (2014). Harm to Those Who Serve: Effects of Direct and Vicarious Customer-Initiated Workplace Aggression, Journal of Interpersonal Violence, 29(13), 1-23.
15. Dursun, S. & Aytaç, S. (2014). The Effect of Customer Aggression on Burnout, Academic Journal of Interdisciplinary Studies, 3(4), 369-372.
16. EUROSTAT (2019). Which Sector is the Main Employer in the EU Member States? https://ec.europa.eu/eurostat/web/products-eurostat-news/-/DDN-20171024-1 Erişim Tarihi: 05.11.2018
17. Grandey, A.A., Dickter, D.N., & Sin, H.-P. (2004). The Customer is not Always Right: Customer Aggression and Emotion Regulation of Service Employees, Journal of Organizational Behavior, 25, 397-418.
18. Grandey, A.A., Kern, J.H. & Frone, M.R. (2007). Verbal Abuse from Outsiders Versus Insiders: Comparing Frequency, Impact on Emotional Exhaustion, and the Role of Emotional Labor, Journal of Occupational Health Psychology, 12(1), 63-79.
19. Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E (2010). Multivariate Data Analysis a Global Perspective, 7th Edition, Global Edition, USA: Pearson.
20. Johnson, S.J., Holdsworth, L., Hoel, H. & Zapf, D. (2013). Customer Stressors in Service Organizations: The Impact of Age on Stress Management and Burnout, European Journal of Work and Organizational Psychology, 22(3), 318-330.
21. Karatepe, O.M. & Nkendong, R.A. (2014). The Relationship between Customer-Related Social Stressors and Job Outcomes: The Mediating Role of Emotional Exhaustion, Economic Research, 27(1), 414-426.
22. Karatepe, O.M., Yorgancı, İ. & Haktanır, M. (2009a). Outcomes of Customer Verbal Aggression among Hotel Employees, International Journal of Contemporary Hospitality Management, 21(6), 713-733.
23. Karatepe, O.M., Yorgancı, İ. & Haktanır, M. (2009b). An Investigation of the Role of Job Resources in Mitigating Customer-Related Social Stressors and Emotional Exhaustion, Services Marketing Quarterly, 31(1), 72-88.
24. Kern, J.H., & Grandey, A.A. (2009). Customer Incivility as a Social Stressor: The Role of Race and Racial Identity for Service Employees, Journal of Occupational Health Psychology, 14, 46-57.
25. Lukić, J.M. & Lazarević, S.Lj. (2018). Sources of Workplace Stress in Servıce Sector Organizations, Economics and Organization, 15(3), 217-229.
26. Ma, Z., Kim, H.J. & Shin, K.H. (2019). From Customer-Related Social Stressors to Emotional Exhaustion: An Application of The Demands–Control Model, Journal of Hospitality & Tourism Research, 43(7), 1068-1091.
27. Nawaz, A., Sandhu, K.Y. & Mughal, N. (2018). Customer Related Social Stressors a Challenge to Employee Satisfaction: Evidences from Luxury Bus Service Providers in Pakistan, International Journal of Business Excellence,16(3), 257-268.
28. Ramires, A., Graham, J., Richards, M., Cull, A. & Gregory, W. (1996). Mental Health of Hospital Consultants: The Effects of Stress and Satisfaction at Work, Lancet, 347, 724-728.
29. Sample Size Calculator (2019). Sample Size Calculation, https://www.surveysystem.com/sscalc.htm Erişim Tarihi: 05.11.2019
30. Sasani, S. (2013). The Consequences of Customer Related Social Stressors on Frontline Staffs in Health Care Centers: An Empirical Study in North Cyprus, Master of Art in Marketing Management, Eastern Mediterranean University.
31. Şimşek, Ö. F. (2007). Yapısal Eşitlik Modellemesine Giriş, Ankara: Ekinoks.
32. Taber, K. (2018). The Use of Cronbach’s Alpha When Developing and Reporting Research Instruments in Science Education, Research in Science Education, 48(6), 1273-1296.
33. Taşkın, Ç. (2008). Pazarlama Stratejilerinin Oluşturulmasında Marka Değerinin Etkisi ve Bir Uygulama, Uludağ Üniversitesi Sosyal Bilimler Enstitüsü (Yayımlanmamış Doktora Tezi), Bursa.
34. Trabzon Ticaret ve Sanayi Odası (2016). 2016 Ekonomik Raporu, http://ttso.org.tr/dosyalar/2016-yili-ekonomik-rapor.pdf. Erişim Tarihi: 05.11.2018
35. TÜİK (2019). Çalışanların Sektöre Göre Dağılımları, http://www.tuik.gov.tr/Start.do. Erişim Tarihi: 05.11.2018
36. Wan, P.Y.K. (2013). Work Stress Among Casino Industry Supervisors in Macao Casinos, International Journal of Hospitality & Tourism Administration, 14(2), 179-201.
37. Wang, M., Liao, H., Kammeyer-Mueller, J., Liu, S., Gong, Y. & Shi, J.  (2013). Can’t Get It out of My Mind: Employee Rumination after Customer Mistreatment and Negative Mood in the Next Morning, Journal of Applied Psychology, 98(6), 989-1004.
38. Wang, M., Liao, H., Zhan, Y. & Shi, J. (2011). Daily Customer Mistreatment and Employee Sabotage against Customers: Examining Emotion and Resource Perspectives, Academy of Management Journal, 54(2), 312-334.
39. Wegge, J., Vogt, J., & Wecking, C. (2007). Customer-Induced Stress in Call Centre Work: A Comparison of Audio and Video Conference, Journal of Occupational and Organizational Psychology, 80(4), 693-712.