GÜRBÜZ H., Karapınar M.

Global İşletme Araştırmaları Kongresi, 26 - 27 May 2016, vol.2, pp.149 identifier


The foundation of people lies in the service industry. Service professionals, especially those in one-to-one communication with customers; both represent the business and the service that performed. It is important to remember that the importance of manpower in the service industry. Because a human being is again providing services and serving the people's quality of service is affected when faced with various difficulties are psychological in nature and the quality of service can also vary. That research on we made in sectors shopping face to face, and in the same location, working hours and the variability of the holidays, workload difficulties arising from, reduces the efficiency of the charge of lack of business who, being cool work and reveal the sense of burnout.This study is aimed to determine the employees Burnout levels in electronics and white goods, clothing, food and beverage and other retail sectors that located in the province of Eskisehir. Maslach Burnout Inventory was applied to the employees and 720 employees Burnout levels were measured.According to the research results, employees' emotional exhaustion and depersonalization subscales, have high level of burnout whereas the personal accomplishment dimension has medium level burnout were found. The relationship between demographic characteristics and sub dimensions of burnout, examined by t test, F test and multiple regression analysis.