고객응대 근로자의 고객 폭력 경험과 정신건강과의 관계에서 동료지지의 조절효과

• 영문명: Moderating Effect of Support on the Relationship between Customer Violence Experience and Mental Health of Customer Service Workers
• 발행기관: 한국직업건강간호학회
• 저자명: 이미영 이복임
• 간행물 정보: 『한국직업건강간호학회지』제32권 제3호, 121~129쪽, 전체 9쪽
• 주제분류: 의약학 > 간호학
• 파일형태: PDF
• 발행일자: 2023.08.31

영문 초록

Purpose: The purpose of this study was to examine the impact of encounters with customer violence on the mental health of customer service workers, and to verify the moderating effect of coworker support. Methods: Workers who indicated that they engaged directly with individuals other than coworkers for more than 25% of their working hours, such as customers, passengers, students, and patients, were the focus of the 6th Korean Working Conditions Survey in 2020. A total of 13,682 people were chosen as the final research subjects, responses from dishonest respondents who had picked 'don't know/no answer' or indicated 'reject' to pertinent topics such mental health level, were discarded. After adjusting for socio-demographic and vocational characteristics that influence mental health in customer service workers, a hierarchical regression analysis was executed, which incorporated input on customer violence experiences, coworker support, and interaction terms on a step-by-step basis. Results: It transpired that interactions with customer violence had a negative impact on workers' mental health. Additionally, it was shown that workers' mental health status as coworker support increased. Conclusion: This study's limitations include differences in the period the questions were posed, and limitations in interpretation to all workers. And it is difficult to determine the relationship between the frequency of customer violence, occupational characteristics and mental health. Despite its limitations, this study makes an important contribution toward fostering an environment where coworkers can continue to help one another.

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키워드

근로자 정신건강 사회적 지지 Occupation groups Mental health Social support