The subject of the diploma thesis encompasses an analysis of the impact of customer behavior on employee stress in the selected organization. Important part of our daily lives that causes a lot of stress, is the workday. Factors and circumstances that lead to workplace stress include overload, conflicts, lack of support, poor work quality, customer behavior, and many more. Customers have their wishes and needs that are difficult to meet, which is why working with people is one of the most demanding tasks in the work process. Customer behavior strongly impacts employee behavior and stress.
Aim of the diploma thesis was to define workplace stress with the help of literature and sources. Different methods of work were used in the preparation of the diploma thesis. A study method was used with the help of domestic and foreign literature and sources from the field of stress. Types of stress, causes and effects for the employee and organization were portrayed. A survey method was used for the empirical part. The purpose was to also investigate the impact of customer behavior on employee stress at the Ljubljana Probation Unit, where employees are heavily exposed to stressful situations due to their nature of work.
The main goal of the diploma was to investigate the impact of customer behavior on employee stress at the Probation Units, where employees are heavily exposed to stressful situations due to their nature of work. The goal was also to find out how often stress occurs among employees, what are the causes of stress in the organization, and to find out which gender is more stressed and which clients cause the most stress in the organization. Based on the findings, the aim was to present possible solutions for managing customer behavior and improving the situation and to get acquainted with the problem of stress due to customer behavior and make suggestions for preventing stress in the workplace.
The research revealed important findings about employee stress at the Probation Units (hereinafter: the PU). According to the results, more than half of employees are under stress, working with customers being the main cause. As a result, employees are less concentrated, tired, make more mistakes and have health problems. The analyzed responses will provide the organization with proof that customer behavior impacts employee stress and well-being, allowing them to improve their health, increase productivity and efficiency.