Annals of Occupational and Environmental Medicine

Young-Kwang Kim

1 Article

The role of customer service manual on workplace emotional burden in nationwide cross sectional study: Sehyun Yun, Sung-Shil Lim, Jihyun Kim, Young-Kwang Kim, Jong-Uk Won, Jin-Ha Yoon; Ann Occup Environ Med 2019;31:5. Published online February 12, 2019; DOI: https://doi.org/10.1186/s40557-019-0285-9

Background

We aim to discuss the overall effect of customer service manual (CSM) on service industry workers using Korean Working Condition Survey.

Methods

Out of 50,007 total survey participants, 11,946 customer service workers were included in the current study (5613 men, 6333 women). Answers to survey questions were used to define the use of CSM, emotional burden, emotional dissonance, engaging angry customers and other covariates. Emotional burden included either depressive event or stress level. Odds ratio (OR) with 95% confidence interval (95% CI) of experiencing emotional burden was calculated by logistic regression model. Interaction effect between CSM and engaging angry customer on emotional burden was also estimated.

Results

Out of 11,946 subjects, total of 3279 (27.4%) have experienced emotional burden. OR (95% CI) of experiencing emotional burden was 1.40 (1.19–1.64) in men and 1.25 (1.09–1.44) in women. There was gender difference in interaction effect between the use of CSM and engaging angry customers. In men, OR (95% CI) was 3.16 (1.38–7.23) with additive effect when always engaging angry customers with CSM compared to rarely engaging without CSM, while in women OR (95% CI) was 8.85 (3.96–19.75) with synergistic effect. Moreover, the risk of depressive event increased only in women with OR (95% CI) 2.22 (1.42–3.48).

Conclusions

Our current study highlighted association between emotional burden and CSM in both men and women service workers. Furthermore, women were affected more severely by CSM. The results from current study suggest that CSM should be changed appropriately to benefit workers.

Citations

Citations to this article as recorded by

Emotional Burden of Care in Mothers of Children with Cerebral Palsy: Functional Dependency, Emotional Intelligence, and Coping Strategies
Eliana Ruetti, Sofia Pirotti
International Journal of Disability, Development and Education.2024; : 1. CrossRef
Nurses’ perception of uncertainty in clinical decision-making: A qualitative study
Mitra Mousavi Shabestari, Faranak Jabbarzadeh Tabrizi, Fariborz Roshangar, Akram Ghahramanian, Vahid Zamanzadeh, Parvin Sarbakhsh, David A. Agom
Heliyon.2024; 10(16): e36228. CrossRef
Addressing Financial Inclusion Challenges in Rural Areas from the Financial Services Marketing Employee Emotional Labor Dimension: Evidence from Nigeria
Benedict Ogbemudia Imhanrenialena, Ozioma Happiness Obi-Anike, Chikodili Nkiruka Okafor, Ruby Nneka Ike, Chinedu Obiora-Okafo
Journal of Financial Services Marketing.2022; 27(2): 136. CrossRef
The Burnout Syndrome among Women Working in the Retail Network in Associations with Psychosocial Work Environment Factors
Gintarė Kalinienė, Dalia Lukšienė, Rūta Ustinavičienė, Lina Škėmienė, Vidmantas Januškevičius
International Journal of Environmental Research and Public Health.2021; 18(11): 5603. CrossRef
Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients
Jungsun Park, Yangho Kim
Safety and Health at Work.2021; 12(2): 217. CrossRef
Irregular Work Hours and the Risk of Sleep Disturbance Among Korean Service Workers Required to Suppress Emotion
Sehyun Yun, Minsuk Kim, Won-Tae Lee, Jin-Ha Yoon, Jong-Uk Won
International Journal of Environmental Research and Public Health.2021; 18(4): 1517. CrossRef
Effects of Emotional Labor Factors and Working Environment on the Risk of Depression in Pink-Collar Workers
Hae-ryoung Chun, Inhyung Cho, Youngeun Choi, Sung-il Cho
International Journal of Environmental Research and Public Health.2020; 17(14): 5208. CrossRef
Combined effect of emotional labor and job insecurity on sleep disturbance among customer service workers
Sunguk Choi, Kwon Ko, Jae Bum Park, Kyung-Jong Lee, Seungho Lee, Inchul Jeong
Annals of Occupational and Environmental Medicine.2020;[Epub] CrossRef
“Woulda, Coulda, Shoulda”. Workers’ Proactivity in the Association between Emotional Demands and Mental Health
Greta Mazzetti, Silvia Simbula, Chiara Panari, Dina Guglielmi, Alessio Paolucci
International Journal of Environmental Research and Public Health.2019; 16(18): 3309. CrossRef

49 View
0 Download
10 Web of Science
9 Crossref

Author index