소비자 갑질폭력 피해경험과 피해결과 사이의 관계 - 서비스・판매직종 감정노동자의 신체적, 경제적 피해를 중심으로 -

Abstract

Victimization has some important characteristics that occur repeatedly and has
 multiple impacts on victims. This study assesses the physical and economic impact
 of customer ‘gapzil’ violence on service and sales workers in the workplace. The
 data were collected from 1,000 Korean service and sales employees who have at
 least one year of full-time work experience for private companies. Opportunity
 theory was used in order to detect factors influencing the patterns of physical and
 economic outcomes when violence or abuse is directed by customers toward
 service and sales workers in the workplace. The key results from the ordered
 logistic regression analysis are summarized as follows. While emotional labor,
 recent customer ‘gapzil’ violence victimization, the number of the recent customer
 ‘gapzil’ violence victimization, and protection increased the risk of physical and
 economic outcomes, total number of employees at company and staff support
 decreased the risk of these ones. In addition, the other independent variables are
 statistically significant and the directions of the variables are either positive or
 negative, depending on physical or economic outcomes. The policy implications
 and some suggestions for the future research are discussed and suggested.