Browse > Article
http://dx.doi.org/10.5762/KAIS.2016.17.9.578

Effects of Dysfunctional Customer Behavior, Job Stress and Stress Copying on Job Satisfaction in Insurance Solicitors  

Lee, Sang-Hoon (Department of Business Management Director, Suwon Women's University)
Park, Seul-Ki (Science for FTA Policy and Business Consulting, Inha University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.17, no.9, 2016 , pp. 578-588 More about this Journal
Abstract
Job satisfaction is the primary factor in determining happiness, so people change jobs when they aren't satisfied. In the case of insurance solicitors, high turnover rates imply low job satisfaction. Job stress impacts job satisfaction, and job stress is particularly prominent for insurance solicitors whose job involves working with customers face- to- face. The purpose of this study is to investigate factors influencing job satisfaction for insurance solicitors. Participants in this study consisted of 245 insurance solicitors from 3 insurance company located in Seoul, Kyonggi province and Kyongsang province. Data was collected from self-administrated questionnaires and analyzed using independent t-test, ANOVA, Pearson's Correlation Coefficient, and multiple regression. Job satisfaction showed a significant correlation with dysfunctional customer behavior, job stress, and ability to cope with stress. The main factors of job stress, stress coping ability, and income level had significant influence on job satisfaction for insurance solicitors. The explained variance for job satisfaction was 34%. These findings provide empirical evidence for the importance of job stress and stress coping variables in job satisfaction for insurance solicitors. This study aims to assist in predicting insurance solicitor's job satisfaction.
Keywords
Dysfunctional Customer Behavior; Insurance Planner; Job Satisfaction; Job Stress; Stress Coping;
Citations & Related Records
Times Cited By KSCI : 7  (Citation Analysis)
연도 인용수 순위
1 Yoo-Mee Song, A Study on the Management of Social Workers' Job Stress in Social Welfare Center [dissertation], Kyoungbook; Daegu University, 2005.
2 Sei-Jin Chang et al., Developing an Occupational Stress Scale for Korean Employees, Korean Journal of Occupational And Environmental Medicine, vol. 17, no. 4, pp. 297-317, 2005.
3 Endler, N. S., & Parker, J. D. A., Coping Inventory for Stressful Situations(CISS): Manual, Multi-Health Systems, 1990.
4 Han-Ik Jo, Reliability and Validity of the Coping Inventory for Stressful Situations(CISS) in African American Adolescents, Korean journal of counseling and psychotherapy, vol. 12, no. 1, pp. 205-214, 2000.
5 Beehr, T. A. and Newman, N. E., Job Sterss, Employee Health, Organizational Effectiveness: A Facet Analysis, Model and Literature Review, Personal Psychology, vol. 31, no. 4, pp. 665-699, 1978. DOI: http://dx.doi.org/10.1111/j.1744-6570.1978.tb02118.x   DOI
6 Hwa-Sook Yoo, Kwang-Hee Park, Job Stressors, Job Stress Symptoms and Job Performance of Workers in Fashion Industry, Family and Environment Research, vol. 41, no. 2, pp. 93-106, 2003.
7 Wung-Yeal Bark, The Relationship between Job Stress Factors of Public Officials in Charge of Social Welfare and Organizational Effectiveness-Focusing on Stress as a Mediator and Social Support as a Moderator-[dissertation], Cheongju, Cheongju University, 2010.
8 Jung Young Jeong, Chul-Kyung Ahn, An Analysis of Solicitors' Job Performance Behavior. Journal of the Korean Data Analysis Society, vol. 11, no. 1, pp. 491-502, 2009.
9 Yoon-Kyoung Hur, A Study on the Effects of Customer Badness Behavior on Service Encounter Employees' JobEngagement and Workplace Deviance [master's thesis], Kyonggi, Kyonggi University, 2015.
10 Tae-Soon Um, Hyun-Sil Kim, Impacts of Job Stress and Job Satisfaction on Depression among Local Public Servants, Health and Social Science, 34, pp. 135-158, 2013.
11 Hye-mi Yoon, The role of job stress, personality traits in the prediction of job satisfaction and turnover of social workers and coping behaviors, Korean Journal of Social Welfare, 28, pp. 251-280, 1996.
12 Ae-Kyoung Lee, Ji-Young Yeo, Sungwon Jung, Sang Seok Byun, Relations on Communication Competence, Job-stress and Job-satisfaction of Clinical Nurse, Journal of the Korea Contents Association, vol. 13, no. 12, pp.299-308, 2013. DOI: http://dx.doi.org/10.5392/JKCA.2013.13.12.299   DOI
13 Byeong-Joo Jeon, The Effect of Job Stress on Job Satisfaction of Public Social Workers: Focused on the Moderating Effects of Social Capital, Health and Social Welfare Review, vol. 33, no. 3, pp. 476-515, 2013. DOI: http://dx.doi.org/10.15709/hswr.2013.33.3.476   DOI
14 Bi-Yan Xiao, Keun-Tae Lee, Gi-Du Kang, The Effect of Negative Emotion Caused by Dysfunctional Customer Behavior on Job Satisfaction : Focusing on the Moderating Effect of Emotional Labor Propensity, Korean Journal of Business Administration, vol. 27, no. 2, pp. 285-309, 2014.
15 Ki-Gwan Park, A Study on the Determinants of Job Satisfaction and Organizational Commitment in Local Governments: Focused on Civil Servants' Recognition on the Job Stressors, The Korea Local Administration Review, vol. 22, no. 2, pp. 171-202, 2008.
16 Young Joong Kim.Young Mi Park.Hye Hyun Yoon, The Effects of Culinary.Food & Beverage Employees' Stress Coping Style on Job Satisfaction and Customer Orientation, The Korean Journal of Culinary Research, vol. 19, no. 3, pp. 156-172, 2013.
17 Young-Hwa JEONG.Eun-Mi LIM.Jong-Un KIM, The Influences of Job Stress and Stress-Coping Style on Job Satisfaction of the Elementary School Teachers, Journal of Fishries and Marine Sciences Education, vol. 24, no. 4, 2012.
18 Dormann, C., & Zapf, D., Customer-Related Social Stressors and Burnout, Journal of Occupational Health Psychology, vol. 9, no. 1, pp. 61-82, 2004. DOI: http://dx.doi.org/10.1037/1076-8998.9.1.61   DOI
19 Spector, P. E., & Jex, S. M., Development of Four Self-Report Measures of Job Stressors and Strain: Interpersonal Conflict at Work Scale, Organizational Constraints Scale, Quantitative Workload Inventory, and Physical Symptoms Inventory, Journal of Occupational Health Psychology, vol. 3, no. 4, pp. 356-367, 1998. DOI: http://dx.doi.org/10.1037/1076-8998.3.4.356   DOI
20 Hye-won Kong, On the Job Behavior of Financial Service Workers toward Customer Aggression: Focus on the Moderating Effect of Emotional Regulation and Psychological Ownership[dissertation], Seoul, Chung-Ang University, 2015.
21 Mills and Bonoma, T. V., Deviant Customer Behavior: A Different View. Advances in Consumer Research, 6, pp. 347-352, 1979.
22 Lovelock, C., Product plus: How product and service equals competitive advantage, McGraw Hill, New York, 1994.
23 Boyd, C., Customer Violence and Employee Health and Safety, Work, Employee and Society, vol. 16, no. 1, pp. 151-169, 2002.   DOI
24 Joo-Hee Han, Job Motivations, Job Characteristics, Work-Family Conflict, and Stress: The Case of Salesmen in the Insurance Industry, Korea Insurance Development Studies, vol. 16, no. 3, pp. 3-31, 2005. DOI: http://dx.doi.org/10.1177/09500170222119290
25 Tuda, A., & Katayanagi, K. On Association with Stress Coping Processes and Psychological Stress Responses. Japanese Journal of Behavioral Medicine, 3, pp. 1-7, 1996.
26 Hyun-Lim Kang, A Study of Occupational Satisfaction, Stress and Customer Orientation of Upper-scale General Hospital Nurses, Korean Journal of Occupational Health Nursing, vol. 19, no. 2, pp.268-277, 2010.
27 Dae-Hyun Song, Jong-Mok Lee, Han-Kee Park, Reinvestigation of the Relationship between Job Stress and Job Satisfaction, The Korean journal of industrial and organizational psychology, vol. 1, no. 1, pp. 123-146, 1988.
28 Lazarus, R. S., & Folkman, S., Stress, Appraisal and Coping, Springer Publishing, New York, 1984.
29 Moos, R. H., Billing, A. G., Coping, stress, and social resources among adults with unipolar depression. Journal of Personality and Social Psychology, vol. 46, no. 4, pp. 877-891, 1984. DOI: http://dx.doi.org/10.1037/0022-3514.46.4.877   DOI
30 Man-Won Park, Kyu-Yong Cho, Chang-Hwan Baek, A Study on the Influence of Job Stress and Post-traumatic stress on Depressive Symptoms of Social Welfare officials, Journal of Korean Social Welfare Administration, vol. 15, no. 3, pp. 1-29, 2013.
31 Harris, L. C., & Reynolds, K. L., The Consequences of Dysfunctional Customer Behavior, Journal of Service Research, vol. 6, no. 2, pp. 144-161, 2003. DOI: http://dx.doi.org/10.1177/1094670503257044   DOI
32 Sung-ok Hong, A Study on the Job Stress of Social Workers Who Work for Rehabilitation Center [master's thesis], Gyeonggi, Gachon University, 2012.
33 Sung-Bae Park, The research on the job stress the way of handling the stress and job satisfaction of workers in Social Welfare Facilities of Jeju,-according to sociodemographic variables [master's thesis], Jeju; Jeju National University, 2015.
34 Lovelock, C., Service Marketing People: Technology, Strategy, 4th ed., Upper Saddle River. NJ: Prentice Hall, 2000.
35 Shin, Ji-Youn.Oh, Sang-A.Lee.Hyung-Ryong.Jin, Kyung-Mi, The Effects of Customer Badness Behavior on a Flight Attendant's Job Stress: Focusing on the Mediating Effect of Emotional Labor, Hotel Management Studies, vol. 24, no. 2, pp. 217-233, 2015.
36 Locke A. E. The nature and cause of job satisfaction. in Marvin D. Dunnette(eds.), Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally, pp. 1297-1349, 1976.
37 Tiffin, J., & McCormick, E. J., Industrial psychology, Englewood Cliffs. NJ: Prentice Hall, 1974.
38 Hulin, C. L., & T. A. Judge., Job attitudes, In W. C. Borman, D. R. Ligen, & R. J. Klimoski(Ed.): Handbook of psychology: Industrial and organizational psychology. Hoboken, NJ: Willy, pp. 255-276, 2003. DOI: http://dx.doi.org/10.1002/0471264385.wei1211