The Consequences of Customer Related Social Stressors on Frontline Staffs in Health Care Centers: An Empirical Study in North Cyprus

The major purpose of this study is to examine the consequences of customer related social stressors on staffs in health care centre in Turkish Republic of Northern Cyprus (TRNC). Total of 250 questionnaires were distributed in both public and private hospitals, which 206 of them were usuable. The questionnaire consists of questions to measure the impacts of customer related social stressors on emotional exhaustion, the impacts of emotional exhaustion on job satisfaction, the impacts of emotional exhaustion on turnover intention and the impacts of job satisfaction on turnover intention. The findings of this study demonstrate that among the customer related social stressors; disproportionate customer expectations do not have a positive influence on emotional exhaustion, also there is no negative relationship between job satisfaction and turnover intention. The rest of hypotheses were supported. Apart from this, various managerial implications were suggested to hospital managers to control customer related social stressors. Keywords: Customer related social stressors, Job satisfaction, Turnover intention, Front line hospital staffs, TRNC.