Korean J Occup Health Nurs.  2016 May;25(2):108-117. 10.5807/kjohn.2016.25.2.108.

The Effects of Customer Contact Service to the Mental Health among Korean Taxi Drivers

• Lee B

• KMID: 2218484
• DOI: http://doi.org/10.5807/kjohn.2016.25.2.108

Abstract

PURPOSE
The purpose of this study was to determine the relationship between customer contact service and mental health among Korean taxi drivers.
METHODS
This was a secondary analysis of data collected from the 2015 Korean Working Conditions Survey. The sample included 496 taxi drivers in South Korea. The effect of customer contact service on mental health was analyzed using logistic regression analysis. The independent variables were general characteristics, working conditions, and hazardous factors in interactive service.
RESULTS
The prevalence of poor mental health was 56.3%. Taxi drivers experienced emotional involvement (17.2%), hiding feeling (32.0%), and contact with angry clients (18.3%) in their job. During the first month of their work, 33.7% experienced verbal abuse and 12.3% threats/humiliating behaviors. In bivariate analysis, verbal abuse, threats/humiliating behaviors, and physical violence were associated with mental health of taxi drivers. Multiple logistic regression analysis revealed 'emotional involvement' and 'contact with angry clients' were significant predictors of mental health.
CONCLUSION
The findings of this study may be useful in developing intervention programs to improve the mental health of taxi drivers in South Korea.

Keyword

Mental health; Customer service; Taxi driver

MeSH Terms

Korea
Logistic Models
Mental Health*
Physical Abuse
Prevalence