Safety and Health at Work Vol. 12 Issue 2 2021
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients (Original article)
Dublin Core
Title
Safety and Health at Work Vol. 12 Issue 2 2021
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients (Original article)
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients (Original article)
Subject
Anxiety, Client, Depression, Emotional labor
Description
Introduction: We evaluated depression and anxiety in service and sales workers from Korea who
interacted with angry clients to identify factors that mediated and moderated depression and anxiety in
these workers.
Methods: This was a secondary analysis of data from the fifth Korean Working Conditions Survey conducted in 2017. A structural equation model was used for mediation and moderation analysis.
Results: Service and sales workers who had more interactions with angry clients had increased risk for depression and anxiety. Experiencing clients’ adverse behaviors (acute episodes) mediated the relationship between interacting with angry clients (a chronic situation) on depression and anxiety. Job
satisfaction and managers’ support moderated the relationship between interacting with angry clients
and mental health problems.
Conclusion: We suggest that employers of service and sales workers should recruit staff based on their
aptitude for such work, thus ensuring job satisfaction, and train them to deal with angry clients in such a way that they experience less emotional burden. Employers should also make bylaws requiring managers to directly take care of adverse social behavior by clients. Furthermore, a sociocultural campaign to prevent adverse social behavior by clients is also needed.
interacted with angry clients to identify factors that mediated and moderated depression and anxiety in
these workers.
Methods: This was a secondary analysis of data from the fifth Korean Working Conditions Survey conducted in 2017. A structural equation model was used for mediation and moderation analysis.
Results: Service and sales workers who had more interactions with angry clients had increased risk for depression and anxiety. Experiencing clients’ adverse behaviors (acute episodes) mediated the relationship between interacting with angry clients (a chronic situation) on depression and anxiety. Job
satisfaction and managers’ support moderated the relationship between interacting with angry clients
and mental health problems.
Conclusion: We suggest that employers of service and sales workers should recruit staff based on their
aptitude for such work, thus ensuring job satisfaction, and train them to deal with angry clients in such a way that they experience less emotional burden. Employers should also make bylaws requiring managers to directly take care of adverse social behavior by clients. Furthermore, a sociocultural campaign to prevent adverse social behavior by clients is also needed.
Creator
Jungsun Park, Yangho Kim
Publisher
Elsevier Korea LLC
Date
June 2021
Contributor
Sri Wahyuni
Format
PDF
Language
English
Type
Text
Coverage
Safety and Health at Work Vol. 12 Issue 2 2021
Files
Citation
Jungsun Park, Yangho Kim, “Safety and Health at Work Vol. 12 Issue 2 2021
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients (Original article),” Repository Horizon University Indonesia, accessed September 20, 2024, https://repository.horizon.ac.id/items/show/2142.
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients (Original article),” Repository Horizon University Indonesia, accessed September 20, 2024, https://repository.horizon.ac.id/items/show/2142.