Effect of Customers' Verbal Abuse on Perceived Stress Among Beauty Workers

Lee, Hee-a; Jung, Minsoo

Journal of the Korean Society of Cosmetology 2019;25(6):1334-1342.
Published online December 31, 2019.

미용종사자가 경험하는 고객 언어폭력이 인지된 스트레스에 미치는 영향

이희아, 정민수

Effect of Customers' Verbal Abuse on Perceived Stress Among Beauty Workers

Hee-a Lee, Minsoo Jung

Abstract

The purpose of this study is to investigate the effect of customer's language violence on perceived stress experienced by cosmeticians and the moderating effect of resilience in this process. The data came from the results of face-to-face surveys of beauty workers (hair, skin, nail) in Seoul metropolitan city (n=220). The collected data were analyzed by factor analysis and hierarchical regression analysis. According to the results of the study, perceived stress was increased as the self-concept was damaged due to the customers' verbal violence. However, if the resilience was high in this case, the perceived stress did not increase. Therefore, in the beauty industry, it is necessary to control the employees to be exposed to the customers' verbal violence so that the self concept is impaired and the stress is not chronicized. Job training to improve resilience can be an effective measure.

Key Words: Beauty workers, Customers' verbal abuse, Perceived stress, Resilience