The purpose of this study is to reveal the essential structure and meaning of the malicious complaint experience experienced by local government emotional workers. This study was analyzed using Giorgis phenomenological methodology. The subjects were t...
The purpose of this study is to reveal the essential structure and meaning of the malicious complaint experience experienced by local government emotional workers. This study was analyzed using Giorgis phenomenological methodology. The subjects were two civil servants, two public workers, and two accredited police working at B Metropolitan City and individual in-depth interviews were conducted. Through data analysis, 128 meaning units were derived for three processes: before experiencing malicious complaints, during experiencing malicious complaints, and after experiencing malicious complaints, which were further organized into 26 sub-components, 11 components, and 6 themes. Emotional workers who have experienced malicious complaints suffer mental and physical stress and have fear and anxiety about the complainant. They also experienced mental trauma due to repeated civil complaints and various civil lawsuits. When the experience of local government emotional workers experiencing malicious complaints was structured according to the flow of time and the process of experience, it had a process of expectation, confusion, conflict, exhaustion, overcoming, and leap forward. Through the structural analysis of the malicious complaint experience, the essential meaning was identified as ‘as a public figure representing the local government, overcoming real-life difficulties caused by various civil complaint environments and leaping toward the future.’