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KMID : 1011420200250030227
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Journal of Korean Ophthalmic Optics Society
2020 Volume.25 No. 3 p.227 ~ p.233
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Analyzing the Effects of Jay-customer Behavior on Optometrists’Job Engagement and Workplace Deviance: Focusing on the Korean Capital area and Gyeongsangbuk-do
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Lee Se-Hee
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Abstract
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Purpose: In this study, we evaluated the effect of jay-customer behaviors on work engagement and workplace deviance among optometrists. We aim to provide basic data that can be used to improve the rights of optometrists and ensure an appropriate working environment.
Methods: Two hundred and twenty-one optometrists working in the capital area and Gyeongsangbuk-do participated in a questionnaire survey. We used the interpersonal conflict developed by Dormann for the measurement of jaycustomer behavior experienced by the participants. Moreover, a Korean translation of the questionnaire developed by Schaufeli was used for the measurement of work engagement among participants. A modified questionnaire developed by Bennett was used for the measurement of workplace deviance. The results were analyzed using SPSS 20.0K.
Results: The study results show that jay-customer behavior affects vitality, dedication, and preoccupation, which are sub-factors of work engagement. Moreover, the results show that jay-customer behavior significantly affects vitality and workplace deviance among optometrists. The three sub-factors of work engagement are noted to significantly affect workplace deviance in optometrists.
Conclusions: Jay-customer behavior affects work engagement and workplace deviance among optometrists. Moreover, the severity of this behavior can negatively affect the level of engagement that optometrists experience toward work, thereby also affecting the management of optical stores. Therefore, alternatives and appropriate countermeasures must be considered to prevent jay-customer behavior, thereby improving the rights of optometrists and ensuring an appropriate working environment.
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KEYWORD
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Jay-customer behavior, Optometrist, Work engagement, Workplace deviance
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