기초지방자치단체 공무원의 악성민원 인식과 이직의도의 관계 : 업무모호성의 조절효과를 중심으로

The recent surge in malicious complaints from petitioners is causing a sharp increase in damages to local government officials. In particular, the damages from malicious complaints to basic local government officials who directly provide administrative services to residents have reached a very serious level. Thus, this study empirically analyzed the recognition of malicious complaints among local government officials and the impact of such recognition on their turnover intention. More specifically, this study examined how the recognition of malicious complaints influences their turnover intention and how the relationship between recognition of malicious complaints and turnover intention may vary depending on the level of task ambiguity. As a result, as the negative perception of malicious complaints of local government officials increased, their turnover intention also escalated. This relationship was particularly pronounced when job responsibilities, task sequences, and task priorities were unclear. These findings are significant as they analyze the relationship between malicious complaints and turnover intention, a topic that has been largely overlooked in previous research on malicious complaints. Additionally, they offer alternative perspectives on malicious complaints with regard to a job-related standpoint.