Korean J Occup Health Nurs.  2021 Nov;30(4):145-155. 10.5807/kjohn.2021.30.4.145.

Effects of Customer Violence Experiences, Protection Systems, and Monitoring Systems on the Subjective Health Status of Workers: Focusing on Salespersons and Electronic Machine Repairers

• Jung MH
• Lee B
• Beak EM
• Jung HS

• KMID: 2537035
• DOI: http://doi.org/10.5807/kjohn.2021.30.4.145

Abstract

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.

Keyword

Salesperson; Electronic machine repairer; Subjective health status; Violence experiences; Protection systems