악성민원이 공무원의 직무소진에 미치는 영향:악성민원 유형과 안전시설 필요성 인식의 조절효과를 중심으로 = The Effect of Malicious Complaints on Civil Servant BurnoutFocusing on the Moderating Effect of Perceived Necessity of Safety Facilities on Types of Malicious Complaints

다국어 초록 (Multilingual Abstract)

Recently, various forms of malicious complaints, such as repeated complaints, verbal abuse, and physical threats, have been occurring in the public sector. This study aims to empirically analyze the effect of malicious complaints on the burnout of civil servants in charge of civil complaints. In addition, it explored whether the awareness of the necessity of safety facilities to protect civil servants responding to civil complaints can alleviate this. Reflecting the various characteristics of malicious complaints, it conceptualized and categorized them into three types: procedural obstruction, emotional attack, and physical threat, and analyzed the effect on burnout. In addition, the awareness of civil servants on the necessity of safety facilities, such as the installation of CCTVs in civil complaint offices and the deployment of petition police officers, which are being implemented to protect civil servants from malicious complaints, was set as a moderating variable to analyze the moderating effect on the relationship between malicious complaints and burnout.
The results of the analysis showed that all types of malicious complaints, such as procedural obstruction, emotional attack, and physical threat, significantly increased the burnout of civil servants in charge of civil complaints. In addition, the negative impact of procedural obstruction-type malicious complaints and emotional attack-type malicious complaints was moderated as the need for safety facilities was recognized higher. On the other hand, in the case of physical threat-type malicious complaints, the awareness of the need for safety facilities did not show a moderating effect on the relationship with burnout.
This study further specified existing research by dividing malicious complaints by type, and confirmed that in the case of procedural obstruction-type malicious complaints and emotional attack-type malicious complaints, the awareness of safety facilities in the complaint office can contribute to alleviating civil servants' burnout. In the case of physical threat-type malicious complaints, it was suggested that direct and practical protection and response systems should be established.