Hospitality industry faces an intense competition in today’s global crisis and needs a sustainable patronage loyalty more than ever. An important determinant of patronage loyalty is the service quality. The human touch in the service -when it adds quality to service- is one major factor ensuring the patronage loyalty.
Among the determinants of quality service, motivation of the service personnel is vital because of its effect on the job satisfaction and life satisfaction. Recent research indicates that mobbing or bullying at work affects the motivation, job satisfaction and intention to stay on the job of the service personnel negatively. The purpose of this study is to investigate the mobbing phenomenon in the four and five star hotels in Mersin (a city which is located in the Mediterranean region of Turkey and is known for the innovative works in the fields of tourism, agriculture and logistics) and test the relationships between mobbing, job stress, job satisfaction and turnover by means of a regression model. On the basis of the research findings, suggestions to cope with mobbing in a way to ensure the quality service are developed.