ANALIZA VPLIVA VEDENJA STRANK NA STRES ZAPOSLENIH V IZBRANI ORGANIZACIJI : diplomsko delo

Novak, Tjaša (author), Stare, Janez (mentor)

Diplomsko delo obravnava analizo vpliva vedenja strank na stres zaposlenih v izbrani organizaciji. Pomemben del našega vsakdanjega življenja, ki povzroča stres, je delavnik. Dejavniki in okoliščine, ki privedejo do stresa na delovnem mestu, so preobremenjenost, spori, pomanjkanje podpore, prenizka kakovost dela, vedenje strank in še mnogi drugi. Stranke imajo svoje želje in potrebe, ki jih je težko zadovoljiti, prav zato je delo z ljudmi ena najzahtevnejših nalog v poslovnem procesu. Vedenje strank močno vpliva na vedenje in stres zaposlenih. Namen diplomskega dela je bil s pomočjo literature in virov opredeliti stres na delovnem mestu. Pri izdelavi diplomskega dela so bile uporabljene različne metode dela. S pomočjo domače in tuje literature ter virov s področja stresa je bila uporabljena metoda študije. Prikazane so vrste stresa, vzroki in posledice za zaposlenega in organizacijo. V empiričnem delu smo se osredotočili na vedenje strank, predstavili izbrano organizacijo, opredelili stranko, vedenje strank in vpliv vedenja strank na stres. Uporabljena je bila metoda anketiranja. Cilj diplomskega dela je bil na osnovi ankete raziskati izpostavljenost stresa zaposlenih na probacijskih enotah, kjer so zaradi narave dela močno izpostavljeni stresnim situacijam. Prav tako je bil cilj ugotoviti, kako pogosto med zaposlenimi pride do stresa, kakšni so vzroki za stres v organizaciji, izvedeti, kateri spol je bolj pod stresom, kakšne stranke povzročajo največ stresa v organizaciji in na kateri probacijski enoti so zaposleni najbolj pod stresom. Na podlagi ugotovitev je bil cilj predstaviti morebitne rešitve za obvladovanje vedenja strank in izboljšanje stanja ter se seznaniti s problemom stresa zaradi vedenja strank in podati predloge za preprečevanje stresa na delovnem mestu. Raziskava je pokazala pomembne ugotovitve o stresu zaposlenih na probacijskih enotah (v nadaljevanju: PE). Glede na rezultate se več kot polovica zaposlenih srečuje s stresom in glavni vzrok je ravno delo s strankami. Posledično zaposlenim upade koncentracija, so utrujeni, naredijo več napak in imajo zdravstvene težave. Analizirani odgovori bodo organizaciji dokaz, da vedenje strank vpliva na počutje in stres zaposlenih, s čimer bodo lahko izboljšali njihovo zdravstveno stanje, povečali produktivnost in učinkovitost.

• Language: Slovenian
• Keywords: stres, stres na delovnem mestu, stranke, vedenje strank, zaposleni
• Work type: Bachelor thesis/paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FU - Faculty of Administration
• Place of publishing: Ljubljana
• Publisher: [T. Novak]
• Year: 2020
• Number of pages: IX, 36 str.
• PID: 20.500.12556/RUL-122385
• UDC: 005.962:159.944.4-057.187
• COBISS.SI-ID: 44395011
• Publication date in RUL: 08.12.2020

Secondary language

• Language: English
• Title: ANALYSIS OF THE IMPACT OF CUSTOMER BEHAVIOR ON EMPLOYEE STRESS IN THE SELECTED ORGANIZATION

Abstract

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.

• Keywords: stress, workplace stress, customers, customer behavior, employees