İş yerinde travmatik olay sonrasi stresin müşteri odakliliğa etkisinde lider üye etkileşiminin araci rolü: çağri merkezinde bir alan araştirmasi
The Role of Leader Member Interaction in the Effect of Stress after Traumatic Event in the Workplace to Customer Orientation: A Field Study in Call Center

Summary/Abstract: Customer oriented behaviors towards understanding and meeting the needs and wants of the customers are considered important in the achievement of the objectives of the enterprises. However, traumatic events in the workplace may cause negative psychological effects on the employees. In this study, which is designed with the idea that traumas in the workplace can be effective in customer oriented behaviors of employees, the effect of stres after traumatic events on the customer orientation and the mediator role of the leader member interaction in this relationship is examined. 207 employees participated in the study conducted in a call center in Kırıkkale. In the research, regression analysis was used to examine the relationships between variables. Sobel test used to determine the significance level of mediation role. According to findings, stress after traumatic event in the workplace negatively affect the customer orientation of the employees. Leader member interaction level positively affect customer orientation. As a result of the study, the negative effect of stress after traumatic event were reduced due to mediator effect of leader member interaction.

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