고객 폭력 경험, 보호제도, 모니터링제도가 근로자의 주관적 건강상태에 미치는 영향 : 판매원과 전자제품수리원을 중심으로

• Published in: 한국직업건강간호학회지 Vol. 30; no. 4; pp. 145 - 155
• Main Authors: 정명희, 이복임, 백은미, 정혜선
• Format: Journal Article
• Language: Korean
• Published: 한국직업건강간호학회 30.11.2021
• Subjects: 간호학; 전자제품수리원; 폭력; 판매원; 주관적 건강상태; Electronic machine repairer; Subjective health status; Violence experiences; Protection systems; 보호제도; Salesperson
• ISSN: 2287-2531; 2466-1856
• DOI: 10.5807/kjohn.2021.30.4.145

Purpose: The purpose of this study was to examine the effects of customer violence experiences, protection systems, and monitoring systems on the subjective health status of salespersons and electronic machine repairers. Methods: A total of 934 persons were sampled nationwide, including 582 salespersons and 352 electronic machine repairers, from March 2~30, 2020 and asked to fill out a self-reported questionnaire. Results: The findings show that electronic machine repairers were more exposed to customer violence and had a weaker protection system than salespersons. They also experienced severe control from management through a monitoring system. The regression analysis revealed that verbal violence had a negative impact on the subjective health status of electronic machine repairers (p=.021). A worker protection system had significant effects on the improved subjective health status of salespersons (p=.009). Depression and fatigue had negative impacts on the subjective health status of both salespersons (depression: p<.001, fatigue: p<.001) and electronic machine repairers (depression: p<.001, fatigue: p=.002). Conclusion: These findings put a greater emphasis on the need for worker protection systems to prevent workplace violence and a health promotion program to manage depression and fatigue in workplaces.