تأثیر رفتارهای مخرب مشتریان بر واکنش کارکنان خط‌مقدم در آژانس‌های گردشگری: نقش تعدیل‌گر رویکرد رفتاری مدیران و همکاران

نوع مقاله : مقاله پژوهشی

نویسندگان

1 کارشناسی ارشد گروه مدیریت دولتی و گردشگری، دانشکده علوم اجتماعی، دانشگاه محقق اردبیلی، اردبیل، ایران

2 دانشیار، گروه مدیریت بازرگانی، دانشکده اقتصاد و مدیریت، دانشگاه ارومیه، ارومیه، ایران

3 استادیار گروه مدیریت دولتی و گردشگری، دانشکده علوم اجتماعی، دانشگاه محقق اردبیلی، اردبیل، ایران

4 دانشجوی دکترای مدیریت بازرگانی-بازاربابی، دانشکده علوم اجتماعی، دانشگاه محقق اردبیلی، اردبیل، ایران

چکیده

هدف از این پژوهش بررسی تاثیر رفتارهای مخرب مشتریان بر واکنش کارکنان از جمله ترک خدمت، رضایت شغلی کارکنان خط مقدم با در نظر نقش تعدیلگر رویکرد رفتاری مدیران و همکاران در آژانس-های گردشگری شهر تهران می‌باشد. مطالعه پیش‌رو جهت جمع‌آوری داده‌ها از روش پیمایشی- روش همبستگی استفاده نموده است. جامعه آماری کلیه آژانس‌های مسافرتی شهر تهران که به‌نوعی درگیر با گردشگران و مشتریان می‌باشند. برای این منظور تعداد 400 پرسشنامه پخش گردید که 384 پرسشنامه جمع‌آوری شد. در این پژوهش از پرسشنامه استاندارد به صورت غیرحضوری استفاده شده است و داده‌ها از طریق نرم‌افزار spss و lisrel مورد تجزیه و تحلیل قرار گرفته است. رفتارهای مخرب مشتریان بر احساسات شغلی (ناهماهنگی عاطفی و فرسودگی عاطفی) کارکنان تاثیر دارد و همچنین احساسات شغلی کارکنان بر قصد ترک شغل و رضایت شغلی تاثیر مستقیم دارد. بر اساس نتایج بدست آمده می‌‌توان گفت که رفتارهای مخرب مشتریان باعث افزایش ترک شغل و کاهش رضایت شغلی کارکنان می شود. رویکرد رفتاری مدیران، استفاده از هوش هیجانی و مشتری‌مداری به دنبال خنثی‌سازی این احساسات منفی در کارکنان و مشتریان باشند. همچنین باید در رویکرد رفتاری همکاران نیز همکاری را افزایش و رقابت ناسالم را کاهش داد. رفتارهای مخرب مشتریان می‌تواند بر احساسات منفی کارمندان اثرگذاشته و با درنظر داشتن اثر تعدیلگری هوش هیجانی، مشتری مداری، همکاری، رقابت باعث واکنش‌های رفتاری از جمله ترک شغل و رضایت شغلی شود.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

The Impact of Disruptive Customers Behaviors on Frontline Employees Reaction Tourism Organizations, Moderating the Behavioral Approach of Managers and Partners

نویسندگان [English]

  • Massoumeh .jalili 1
  • bagher Asgarnezhad Nouri 2
  • vali nemati 3
  • Adeleh Dehghani Ghahnavieh 4
1 MSc. Department of Public Administration and Tourism, Faculty of Social Sciences, Mohaghegh Ardabili University, Ardabil, Iran
2 Associate Professor. Department of Business Administration. Faculty of Economic and Mangement. Urmia University, Urmia, Iran
3 Assistant Professor, Department of Public Administration and Tourism, Faculty of Social Sciences, Mohaghegh Ardabili University, Ardabil, Iran
4 PhD Student of Business Management, Faculty of Social Sciences, University of Mohaghegh Ardabili, Ardabil, Iran
چکیده [English]

The purpose of this study was to investigate the effect of customers 'destructive behaviors on employees' reactions such as leaving the service, job satisfaction of frontline employees with regard to the moderating role of behavioral approach of managers and colleagues in tourism agencies in Tehran. The leading study used a survey-correlation method to collect data. Statistical population of all travel agencies in Tehran that are somehow involved with tourists and customers. For this purpose, 400 questionnaires were distributed and 384 questionnaires were collected. In this research, the standard questionnaire has been used in absentia and the data have been analyzed through SPSS and lisrel software. Destructive behaviors of customers have an effect on job feelings (emotional disharmony and emotional burnout) of employees and also job feelings of employees have a direct effect on intention to leave the job and job satisfaction. Based on the results, it can be said that the destructive behaviors of customers increase job leaving and decrease employee job satisfaction. Managers' behavioral approach, the use of emotional intelligence and customer orientation seek to neutralize these negative emotions in employees and customers. It is also necessary to increase cooperation in the behavioral approach of colleagues and reduce unhealthy competition. Destructive behaviors of customers can affect the negative emotions of employees and by considering the moderating effect of emotional intelligence, customer orientation, cooperation, competition cause behavioral reactions such as leaving the job and job satisfaction.

کلیدواژه‌ها [English]

  • "Destructive Customer Behavior"
  • " Job Leaving"
  • "Job Satisfaction"
  • "Managers' Behavioral Approach"
  • "Partner Behavioral Approach"
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