Annals of Occupational and Environmental Medicine

The Korean Society of Occupational & Environmental Medicine (대한직업환경의학회)
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The Relationship between Occupational Stress and Musculoskeletal Symptoms in Call Center Employees

콜센터 여성 근로자의 직무스트레스와 근골격계 증상과의 상관성

Yoon, Jong-Wan;Yi, Kyung-Jin;Kim, Soo-Young;Lee, Jung-Tack;Oh, Jang-Gyun
윤종완;이경진;김수영;이정탁;오장균

  • Published : 20071200
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Abstract

Objectives: An era of deindustrialization has begun in Korea after the industrial development that occurred up until the 1990’s. Post industrialization dictates the development of the service industry and information technology with the associated musculoskeletal disorders in such industries. The association between musculoskeletal symptoms and psychosocial factors has been investigated by several researchers. The aims of this study was to characterize the relationship between musculoskeletal symptoms and psychosocial factors including occupational stress and depressive symptoms, and to provide basic data to group health practices for the prevention of musculoskeletal symptoms in the service industry. Methods: Musculoskeletal symptoms, depressive symptoms and occupational stress were surveyed in 311 female call center employees. The prevalence of musculoskeletal symptoms, depressive symptoms and occupational stress scores were assessed. The odds ratio of the high risk occupational stress group into musculoskeletal symptom group was assessed in an effort to determine the associations between occupational stress and musculoskeletal symptoms. Results: The overall prevalence of musculoskeletal and depressive symptoms was 53.7% and 20.6% respectively. The high risk occupational stress group of the total scores (p=0.049), physical environment (p=0.022), job demand (p=0.014) and interpersonal conflict (p=0.032) to musculoskeletal symptom were significant. The depression group was also significant (p=0.015). The adjusted odds ratio of the high risk stress group into the musculoskeletal symptom group inclusion was 1.687 (95% CI; 1.014~2.808) for the physical environment, and 1.948 (95% CI; 1.031-3.683) for depression. Conclusions: Overall, the relationship between musculoskeletal symptom and the psychosocial factors was not significant. Only the physical environmental stress factor and depression showed marginal significance, which suggests the possibility of an increased risk of musculoskeletal symptoms. However, since the group in this study was a homogeneous occupational population, further study with a reference group will be needed.

목적: 본 연구는 콜센터 상담원들의 전반적인 근골격계 자각 증상호소율과 직무스트레스 수준을 파악하고, 사회 경제적 및 직업관련 요인, 그리고 직무 스트레스요인 및 우울과 근골격계 유증상 위험의 관련성을 확인하고, 궁극적으로 콜센터상담원들의 근골격계 질환 관리에 있어서 집중적 관리를 해야 할 위험군을 선정하여 효과적인 보건관리에 근거를 제시하는 것을 목적으로 하였다. 방법: 설문을 기반으로 한 단면 연구로서 연구대상자의 사회경제적 특성, 직무스트레스 요인, 우울 증상, 근골격계 자각증상 등에 대해서 설문을 하여 근골격계 증상과의 연관성을 파악하였다. 근골격계 질환의 자각 증상에 따라 목, 어깨, 팔, 손목, 허리, 하지 한 군데라도 증상이 있는 경우를 근골 증상군으로 정의하여 스트레스 요인 수준의 비차비를 추정하였다. 결과: 총 352명의 단면조사 결과 중 311명(96.3%)의 자료를 분석하였고, 311명 중 167명(53.7%)이 근골 증상군으로 분류되었다. 카이자승 검정에서 직무스트레스 총점과 물리환경, 직무요구, 관계갈등에서의 고위험군 및 우울 증상군이 근골격계 증상을 보다 많이 호소하는 경향을 보였다. 스트레스 요인의 비차비는 사회인구학적 특성과 직무관련 특성 및 우울에 대해 보정하였으며 스트레스요인 중 물리적 환경만이 저위험군에 비하여 고위험군의 근골격계 증상에 대한 비차비가 증가함을 관찰하였다. 우울의 근골격계 증상에 대한 비차비는 사회인구학적 특성과 직무관련 특성 및 모든 스트레스 요인에 대해 보정하였으며 고위험군에서 비차비가 증가함을 관찰 하였다. 그 외의 스트레스요인에서는 근골격계 증상과의 통계적인 유의성을 찾을 수 없었다. 결론: 사회심리적 요인 중 물리환경과 우울에서 위험군은 정상군에 비하여 근골격계 증상에 대한 위험을 증가시킬 가능성이 있는 것으로 조사되었다.

Keywords

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