(사)국제융복합연구원

키워드

malicious complaints, violence against public officials, emotional labor, citizen participation, public service quality

초록

This study aims to diagnose the current status and causes of increasing malicious civil complaints in the Korean public sector and seek multifaceted countermeasures. Through literature analysis and review of overseas cases, the concept, types, occurrence mechanisms, and negative effects of malicious complaints were examined. The results showed that malicious complaints are triggered by complex factors such as institutional deficiencies, inappropriate behaviors of civil servants and complainants, and negative psychological interactions between the two. Therefore, this study presents comprehensive prescriptions for preventing and responding to malicious complaints, including the improvement of legal systems, the reform of complaint culture, the strengthening of civil servants’ competencies, and public-private cooperation. This study is expected to broaden the understanding of malicious complaints and contribute to establishing effective response strategies.

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