Mobbing in Tourism Industry: The Case of Tourist Guides

Mobbing in Tourism Industry: The Case of Tourist Guides

Ramazan Eren (Akdeniz University, Turkey) and Oguz Nebioglu (Alanya Alaaddin Keykubat University, Turkey)
Copyright: © 2020 |Pages: 17
DOI: 10.4018/978-1-7998-3725-1.ch001
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Abstract

Mobbing in workplace damages businesses in many ways and negatively affects organizational culture, business relationships, the quality of work tasks, and the quality of life of employees at the organization. In the tourism industry particularly and in the service industry in general, employees' nice behaviors to the customers play a significant role at the value-added part of the product. One of the important factors that will affect the quality of the service that visitors experience in a destination is the tourist guides. While the tourist guides are service providers, the satisfaction of the tourist guides with the working conditions is very important for the destinations and businesses in terms of image and profitability. This study examines the mobbing behaviors that tourist guides encounter in their work environments. Through the interviews with the tourist guides, it is aimed to determine the mobbing behaviors and resources that the tourist guides encounter in their complex and unusual working environments.
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Introduction

Mobbing in workplace damages businesses in many ways and negatively affects organizational culture, business relationships, the quality of work tasks and the quality of life of employees at the organization. Mobbing is the concept that sometimes referred to as “bullying” is a common behavior in professional life all around the world and due to its importance businesses and academics pay attention to the issue. Bullying, physiological terror, physiological harassment and mobbing these terms can be used interchangeably and describe the behaviors performed by an individual or by a group that targets an individual in a workplace and which can be humiliating, deterrent and unfair.

Like other countries in the world, the development of the tourism industry and increasing the touristic revenue are primary concerns for Turkey (Eren, 2019). In the tourism industry particularly and the service industry in general, employees’ nice behaviors to the customers play a significant role at the value-added part of the product (Chu & Murrmann, 2006; Schneider & Bowen, 1985). One of the important factors that will affect the quality of the service that visitors experience in a destination is the tourist guides. Tourist guides are in contact with the visitor all day, service providers and the visible face of the destination and the businesses. While the tourist guides are service providers, the satisfaction of the tourist guides with the working conditions is very important for the destinations and businesses in terms of image and profitability.

This study examines the mobbing behaviors that tourist guides encounter in their work environments. Through the interviews with the tourist guides, it is aimed to determine the mobbing behaviors and resources that the tourist guides encounter in their complex and unusual working environments. In order to reach to the purposes, this paper is systematical presents the definition of mobbing concept, identify the negative behaviors can be called as mobbing in the workplace, and the consequences of mobbing with the focus in the tourism industry and tourist guides, by this way it is aimed to identify the context of the interview to reach the real circumstances of tourist guides’ work life.

Key Terms in this Chapter

Mobbing by Job Scheduling: It refers to the creation of job scheduling in a way that will disturb the tourist guide.

Tourist Guide: The tourist guide is the person who is obliged to give information by accompanying the tour participants in touristic travels.

Mobber: Mobber refers to people engaged in mobbing behavior.

Obedience: It refers to submitting to managers' instructions in the workplace.

Mobbing: The word mobbing means psychological violence, pressure, siege, harassment, or distress.

Job Quitting: Job quitting refers to leaving the job from the workplace for various reasons.

Mobbing by Behaviors: It refers to the mobbing's realization within the organization with speech, attitude, and behavior.

Tourism Industry: Tourism industry refers to the units consisting of companies and organizations (transportation, accommodation, entertainment, shopping, etc.) that offer services to the tourist and have common functions.

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