초록 열기/닫기 버튼
Workers in the customer service industry including hair and beauty industry workers and department store employees are recently dealing with an increasing need for the supply of excessive services by companies as well as unreasonable demands from consumers. As such, service industry workers who deal with customers are going through not only physical but also verbal and emotional abuse. This study discusses the influences of violence experiences of hair and beauty industry workers on their resilience, an ability to recover, associated with individual characteristics. For such purpose, a total of 247 structured questionnaires obtained from a face-to-face survey of male and female hair and beauty industry workers in their 20s, 30s, 40s and 50s from Gangbuk and Gangnam District of Seoul Metropolitan City on the influences of experiences of violence from customers on resilience were analyzed. The purpose of this study is to test the influences of violence experiences of hair and beauty industry workers on resilience in association with their general characteristics, and thus analysis of collected data was performed by frequency analysis, testing of reliability with Cronbach’s alpha, descriptive statistics, ttest, correlation analysis and multiple regression analysis in SPSS 21.0. The results of this study on violence experiences of hair and beauty industry workers associated with general characteristics suggested that, with respect to age, people in their 20s and 30s had a higher level of internal violence experiences than those in their 40s. As to marital status, married people were found to have a higher level of violence experiences than unmarried people. Married people also showed a higher level of resilience associated with general characteristics than unmarried people, which seems the consequence of differences in their ability to communicate with customers and cope with their work based on their career. Therefore, this study implies that there is a need for the utilization of various educational programs which can help hair and beauty industry workers develop their ability to recover by themselves, as well as protection from their work environment and improvements in their relationships with superiors or colleagues in the workplace due to the nature of hair and beauty industry.
