Müşteri Nezaketsizliği ve İşten Ayrılma Niyeti İlişkisinde Duygusal Tükenmişliğin Aracılık Rolü: Alanya’daki Otel Çalışanlarına Yönelik Bir Araştırma (The Mediating Role of Emotional Exhaustion in the Relationship Between Customer Incivility and Turnover Intention: A Study on Hotel Employees in Alanya)
DOI:
https://doi.org/10.21325/jotags.2025.1719Keywords:
Customer incivility, Turnover intention, Emotional exhaustionAbstract
The aim of this study is to examine the mediating role of emotional exhaustion in the effect of customer incivility on turnover intention. The population of the research consists of employees working in five-star hotel enterprises operating in Alanya. A convenience sampling method was employed, and data were collected through a survey technique. Thirteen hotel enterprises in Alanya agreed to participate in the study, and a total of 390 valid questionnaires were obtained in June 2025. The data were analyzed using the partial least squares (PLS) method within the scope of structural equation modeling through the SmartPLS software. According to the results of the analysis, customer incivility was found to have a positive and significant effect on both turnover intention and emotional exhaustion. In addition, emotional exhaustion was found to have a similarly positive and significant effect on turnover intention. Finally, it was determined that emotional exhaustion plays a mediating role in the relationship between customer incivility and turnover intention. The findings of this research are expected to contribute to making personnel management strategies of businesses more effective and to developing more supportive approaches towards employees.
References
Al-Hawari, M. A., Bani-Melhem, S., & Quratulain, S. (2020). Do frontline employees cope effectively with abusive supervision and customer incivility? Testing the effect of employee resilience. Journal of Business and Psychology, 35(2), 223-240.
Alola, U. V., Olugbade, O. A., Avcı, T., & Öztüren, A. (2019). Customer incivility and employees’ outcomes in the hotel: Testing the mediating role of emotional exhaustion. Tourism Management Perspectives, 29, 9–17.
Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. The Academy of Management Review, 24(3), 452-471.
Arshadi, N., & Shahbazi, F. (2013). Workplace characteristics and turnover intention: Mediating role of emotional exhaustion. Procedia-Social and Behavioral Sciences, 84, 640–645.
Aslan, Z., & Etyemez, S. (2015). İşgörenlerin tükenmişlik düzeylerinin işten ayrılma niyeti üzerine etkisi: Hatay’daki otel işletmelerinde bir araştırma. İşletme Araştırmaları Dergisi, 7(3), 482–507.
Brislin, R. W. (1970). Back-translation for crosscultural research. Journal of Cross-Cultural Psychology, 1(3), 185-216.
Candar, P., & Aksöz, E. O. (2025). İş yeri nezaketsizliği ve işten ayrılma niyeti ilişkisinde çalışan sessizliğinin aracılık rolü: Alanya’daki otel çalışanlarına yönelik bir araştırma. GSI Journals Serie A: Advancements in Tourism, Recreation and Sports Sciences (ATRSS), 8(2), 643-660.
Chen, C., Zhang, M., & Zhang, Y. (2023). Tit for tat or good for evil? Linking customer incivility, hostility, guilt, and employee behaviors. Frontiers in Psychology, 13, 1053145.
Cheng, B., Dong, Y., Zhou, X., Guo, G., & Peng, Y. (2020). Does customer incivility undermine employees’ service performance? International Journal of Hospitality Management, 89, 102544.
Doğantekin, A., Boğan, E., & Dedeoğlu, B. B. (2023). The effect of customer incivility on employees’ work effort and intention to quit: Mediating role of job satisfaction. Tourism Management Perspectives, 45, 1-11.
Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. Ohio: University of Akron Press.
Firth, L., Mellor, D. J., Moore, K. A., & Loquet, C. (2004). How can managers reduce employee intention to quit? Journal of Managerial Psychology, 19(2), 170–187.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (Second edition). SAGE.
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97–106.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hur, W. M., Moon, T. W., & Han, S. J. (2015). The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion. Journal of Service Theory and Practice, 25(4), 394–413.
Khanam, A., Sadaf, S., & Tarab, S. (2025). Customer incivility and employee turnover intention: exploring a moderated sequential mediation of workplace spirituality, employee cynicism, and work alienation. Asia-Pacific Journal of Business Administration.
Kim, H., & Qu, H. (2019). The effects of experienced customer incivility on employees’ behavior toward customers and coworkers. Journal of Hospitality & Tourism Research, 43(1), 58–77.
Konak, S., & Kılıç, Ö. (2023). Otel çalışanlarında kariyer uyumluluğunun algılanan iş stresine etkisinde iş yerinde sıkılmanın aracılık rolü. Journal of Hospitality and Tourism Issues, 5(2), 105–118.
Korkmaz, H., Sünnetçioğlu, S., & Koyuncu, M. (2015). Duygusal emek davranışlarının tükenmişlik ve işten ayrılma niyeti ile ilişkisi: Yiyecek içecek çalışanları üzerinde bir araştırma. Mehmet Akif Ersoy Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 7(12), 14–33.
Kwon, Y., & Yi, Y. (2023). When perspective-taking fails to inhibit customer aggression toward service employees. The Service Industries Journal, 43(13–14), 1034–1054.
Li, S., Zhan, J., Cheng, B., & Scott, N. (2021). Frontline employee anger in response to customer incivility: Antecedents and consequences. International Journal of Hospitality Management, 96, 102985.
Liu, J., Washburn, I., & Qu, H. (2019). A conceptual and methodological investigation of a multilevel model of customer incivility. International Journal of Hospitality Management, 79, 168–178.
Maslach, C., & Goldberg, J. (1998). Prevention of burnout: New perspectives. Applied and Preventive Psychology, 7(1), 63–74.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99–113.
Maslach, C., & Jackson, S.E. (1984). Burnout in organizational settings. Applied Social Psychology Annual, 5, 133-153.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach burnout inventory. Scarecrow Education.
Maslach, C., Schaufeli, W. B., & Leiter, P. M. (2001). Job burnout. Annu. Rev. Psychol., 52, 397-422.
Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237.
Mobley, W.H. (1982). Employee turnover: Causes, consequences, and control. MA, Addison-Wesley.
Moon, T. W., & Hur, W. M. (2011). Emotional intelligence, emotional exhaustion, and job performance. Social Behavior and Personality: An International Journal, 39(8), 1087–1096.
Onay, M., & Kılcı, S. (2011). İş stresi ve tükenmişlik duygusunun işten ayrılma niyeti üzerine etkileri: Garsonlar ve aşçıbaşılar. Organizasyon ve Yönetim Bilimleri Dergisi, 3(2), 363–372.
Oruh, E. S., Mordi, C., Ajonbadi, A., Mojeed-Sanni, B., Nwagbara, U., & Rahman, M. (2020). Investigating the relationship between managerialist employment relations and employee turnover intention: The case of Nigeria. Employee Relations: The International Journal, 42(1), 52–74.
Pap, Z., Vîrgă, D., & Notelaers, G. (2021). Perceptions of customer incivility, job satisfaction, supervisor support, and participative climate: A multi-level approach. Frontiers in Psychology, 12, 713953.
Pearson, C. M., Andersson, L. M., & Porath, C. L. (2000). Assessing and attacking workplace incivility. Organizational Dynamics, 29(2), 123–137.
Pu, B., Ji, S., & Sang, W. (2022). Effects of customer incivility on turnover intention in China’s hotel employees: A chain mediating model. Journal of Hospitality and Tourism Management, 50, 327-336.
Pu, B., Sang, W., Ji, S., Hu, J., & Phau, I. (2024). The effect of customer incivility on employees’ turnover intention in hospitality industry: A chain mediating effect of emotional exhaustion and job satisfaction. International Journal of Hospitality Management, 118, 1-11.
Sahputri, D. R., & Ahyakudin, A. (2023). The influence of customer incivility and coworker incivility on job satisfaction with the mediation of emotional exhaustion. Journal of Applied Business, Taxation and Economics Research, 2(4), 341–357.
Schermelleh-Engel, K., Moosbrugger, H., & Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodnessof-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
Shahzad, F., Ali, S., Hussain, I., Sun, L., Wang, C., & Ahmad, F. (2023). The impact of customer incivility and its consequences on hotel employees: Mediating role of employees’ emotional exhaustion. Sustainability, 15(21), 15211.
Shin, Y., Hur, W. M., & Hwang, H. (2022). Impacts of customer incivility and abusive supervision on employee performance: A comparative study of the pre- and post-COVID-19 periods. Service Business, 16(2), 309–330.
Sliter, M., Jex, S., Wolford, K., & McInnerney, J. (2010). How rude! Emotional labor as a mediator between customer incivility and employee outcomes. Journal of Occupational Health Psychology, 15(4), 468-481.
Srivastava, S., Madan, P., Alzeiby, E. A., & Bodhi, R. (2024). When patrons become perpetrators: Examining the negative effects of customer incivility for Hospitality employees. International Journal of Hospitality Management, 122, 103867.
Temirkanova, Z., & Atay, L. (2021). Otel çalışanlarında tükenmişlik ve işten ayrılma niyetine etkisi: Bişkek’te bir araştırma. Manas Sosyal Araştırmalar Dergisi, 10(2), 1423-1435.
Ugwu, F. O., Onyishi, E. I., Anozie, O. O., & Ugwu, L. E. (2022). Customer incivility and employee work engagement in the hospitality industry: Roles of supervisor positive gossip and workplace friendship prevalence. Journal of Hospitality and Tourism Insights, 5(3), 515–534.
Van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36(6), 1486-1504.
Walker, D. D., Van Jaarsveld, D. D., & Skarlicki, D. P. (2014). Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in) civility and negative affectivity. Journal of Applied Psychology, 99(1), 151-161.
Wilson, N. L., & Holmvall, C. M. (2013). The development and validation of the incivility from customers scale. Journal of Occupational Health Psychology, 18(3), 310-326.
Xie, F., Zhang, X., Ye, J., Zhou, L., Zhang, W., & Tian, F. (2023). Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion. Journal of Service Theory and Practice, 33(6), 796-819.
Yazıcıoğlu, Y., & Erdoğan, S. (2014). SPSS uygulamalı bilimsel araştırma yöntemleri. Ankara: Detay Yayıncılık.
Yürür, S., & Ünlü, A. G. O. (2011). Duygusal emek, duygusal tükenme ve işten ayrılma niyeti ilişkisi. ISGUC The Journal of Industrial Relations and Human Resources, 13(2), 81-104.
Zhu, J. N., Lam, L. W., & Lai, J. Y. (2019). Returning good for evil: A study of customer incivility and extra-role customer service. International Journal of Hospitality Management, 81, 65–72.
Zhuang, W. L., Wu, S. C., Wang, L. H., & Huan, T. C. (2022). Exploring the relationship between the Dark Triad personality traits and voice behaviour of hotel employees with the moderating effect of intention to leave. International Journal of Hospitality Management, 107, 103294.
Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2000). Business research methods (Vol. 6). Dryden Press Fort Worth, TX.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Journal of Tourism & Gastronomy Studies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
