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    The negative effects of customers on the employees
    (İstanbul Gedik Üniversitesi, Lisansüstü Eğitim Enstitüsü, 2024) Alghurabi, Taha Jamal Taha; Erkasap, Ahmet
    The concept of "service with a smile" has been central to marketing research, focusing on the relationship between customer happiness and service employees. Research has shown that service employee attitudes affect customer behavior, leading to customer satisfaction and loyalty. Disruptive customer behavior can cause emotional, psychological, and physical harm to employees, impacting employee satisfaction and intentions to leave the company. High employee turnover rates in frontline customer service are often caused by difficult clients who make work stressful for staff members. Customer mistreatment is another issue in the service industry, as customers often feel superior to service staff and lack empathy due to slogans like "The customer is always right" or "The customer is king." Many service companies try to control or govern employee emotions to meet profit targets, but this often puts businesses and customer care representatives at a vulnerable position. The role of employee emotions in service quality management has become more crucial due to the service industry's growing contribution to economic development. Job-related emotions are becoming a hot topic of conversation, attracting attention from practitioners and managers alike. Scholarly investigations focus on the severe detrimental effects that dysfunctional client actions have on service personnel's emotions. There are various definitions of counterproductive work behavior (CWB), which are voluntary behaviors that go against key organizational norms and impact the organization's survival and performance. Staff turnover, which refers to the departure of high- and low-performing employees, can be classified as either voluntary or involuntary. This article focuses on voluntary dysfunctional employee turnover, as the loss of a high-performing employee can negatively affect both the organization and the labor market.