Abstract:

Mobbing is defined as a severe form of social stressors at work. Unlike "normal" stressors, mobbing is long lasting and escalates conflict with frequent damaging actions that are systematically aimed at a target person. Staff satisfaction known as internal customer satisfaction is as important as external customer satisfaction. Because, external customer satisfaction depends on performance of internal customer. But, there are a lot of factors that negatively affect internal customer satisfaction. One of these factors is mobbing. This problem damages both internal customer and business performances. Internal marketing approach provides structural solutions for this problem. By internal marketing applications staff motivation can be improved and staff commitment to the organization can be fostered.

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