Source avec lien : Safety and Health at Work, (Prépublication), novembre 2020. 10.1016/j.shaw.2020.11.001
Les auteurs ont évalué la dépression et l’anxiété chez les travailleurs des services et de la vente de Corée qui interagissaient avec des clients en colère afin d’identifier les facteurs qui servaient de médiateur et modéraient la dépression et l’anxiété chez ces travailleurs. Ils ont constaté que les comportements négatifs des clients (épisodes aigus) ont un effet médiateur sur la relation entre l’interaction avec des clients en colère (situation chronique) et la dépression et l’anxiété. La satisfaction au travail et le soutien des superviseurs ont modéré la relation entre l’interaction avec des clients en colère et les problèmes de santé mentale.
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 socio-cultural campaign to prevent adverse social behavior by clients is also needed.