Customer ‘Gapzil’ Violence Victimization and its Aftermath - An Examination of Physical and Economic Outcomes -
Moonki Hong, Jongsun Park · 2023
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.