Otel İşletmelerinde Müşteri Kaynaklı Stresörlerin İş Tatminine Etkisini İncelemeye Yönelik Bir Araştırma (A Research to Examine the Effect of Customer-Related Stressors on Job Satisfaction in Hotel Businesses)
DOI:
https://doi.org/10.21325/jotags.2025.1583Keywords:
Customer-related stressors, Job satisfaction, Hotel management, AlanyaAbstract
Stress caused by customers emerges as an issue that has an impact on the working systems of employees. Especially due to this situation, employees may experience satisfaction or dissatisfaction in their work. The aim of the research is to reveal the effect of customer-related stress on job satisfaction in hotel businesses. In this context, data were collected from the employees of 5-star hotels in Alanya with the survey technique using convenience sampling method. According to the results of the analysis of the data obtained, it was determined that customer-related stress has a negative effect on the job satisfaction of the employees in general. When we look at the results of the analysis on which factor of customer-related stress affects job satisfaction, we see that customer verbal aggression, unsatisfied customers and uncertain customer expectations have a negative effect on job satisfaction, while the factor of excessive customer expectations does not affect the level of job satisfaction. In line with the findings, some guiding suggestions for hotel managers are presented.
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