Baek Eun-Mi, Choi Eun-Hi, Jung Hye-Sun
Department of Preventive Medicine, College of Medicine, Catholic University of Korea, Seoul, Republic of Korea.
Department of Nursing, Eulji University, 712, Dongil-ro, Uijeongbu-si, Gyeonggi-do, 11759, Republic of Korea.
BMC Public Health. 2022 Feb 19;22(1):362. doi: 10.1186/s12889-022-12743-7.
Instances of customers bullying employees at the workplace are increasing with the development of the service industry. Korea has established a worker protection system to prevent negative effects of customer bullying on workers' health. This study identified the latent profile types of protection against customer bullying in workplaces, and determined their predictors.
Data were collected over 28 days, from March 2 to 30, 2020. This study identified whether protection against customer bullying is implemented for workers in person-to-person services, the change effected by this protection, and worker monitoring scope. Data from 1,537 out of 1,550 participants were analyzed, excluding the missing values. Latent profile types were identified using Mplus 8.5 for data analysis, and the multinomial logistic regression analysis was performed to review the predictors.
The results are as follows. There were four types of latent profile types: lagging, medium, relative preventive type, and excellent type. Variables predicting these types included age, gender, service period, position, occupational category, worker monitoring scope, decrease in the number of customers causing problems, decrease in disputes with customers, and worker satisfaction.
First, a system to prevent customer bullying must be adopted in the service industry. Second, there must be a way to improve trust between customers and workers when protective measures are being adopted. Third, managers must establish a system that can both protect workers against bullying and provide customer satisfaction.
随着服务业的发展，工作场所顾客欺凌员工的事件日益增多。韩国已建立了一个工人保护系统，以防止顾客欺凌对工人健康产生负面影响。本研究确定了工作场所针对顾客欺凌的潜在保护类型，并确定了其预测因素。
数据收集于28天内，即2020年3月2日至30日。本研究确定了在人际服务中是否为工人实施了针对顾客欺凌的保护措施、这种保护所产生的变化以及工人的监督范围。在1550名参与者中，对1537名参与者的数据进行了分析，排除了缺失值。使用Mplus 8.5进行数据分析以确定潜在保护类型，并进行多项逻辑回归分析以审查预测因素。
结果如下。有四种潜在保护类型：滞后型、中等型、相对预防型和优秀型。预测这些类型的变量包括年龄、性别、服务年限、职位、职业类别、工人监督范围、引起问题的顾客数量减少、与顾客纠纷减少以及工人满意度。
第一，服务业必须采用防止顾客欺凌的系统。第二，在采取保护措施时，必须有一种方法来提高顾客与工人之间的信任。第三，管理者必须建立一个既能保护工人免受欺凌又能提供顾客满意度的系统。
