Annals of Occupational and Environmental Medicine

Research Article

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; Ann Occup Environ Med 2020;32:e33. Published online September 10, 2020; DOI: https://doi.org/10.35371/aoem.2020.32.e33

Background

Job insecurity and emotional labor are poor job-related factors that are known to cause sleep disturbances in customer service workers. This study investigates the combined effect of emotional labor and job insecurity on sleep disturbance.

Methods

This study used data from the Fifth Korean Working Condition Survey and included 15,147 paid workers who serve customers below 65 years. We re-classified into 6 groups based on whether the degree of emotional labor increased (Rarely/Sometimes/Always) or whether job insecurity (No/Yes) was present. We performed propensity score matching for several covariates and calculated odds ratio (OR) and 95% confidence intervals (CIs) for sleep disturbance by logistic regression models using only matched subjects.

Results

Workers exposed to emotional labor and job insecurity had significantly higher risk for 3 dimensions of sleep disturbance (difficulty falling asleep, waking up repeatedly during the sleep, and waking up with feeling of fatigue) (OR [95% CI]: 1.44 [1.22–1.69], 1.18 [0.99–1.40], 1.52 [1.30–1.79] for emotional labor; and 2.00 [1.75–2.29], 2.20 [1.91–2.53], 1.67 [1.45–1.92] for job insecurity). Compared to those who were exposed to both emotional labor rarely and without job insecurity, when workers had both poor job factors, the OR (95% CI) for sleep disturbance for difficulty falling asleep, waking up repeatedly during the sleep, and waking up with feeling of fatigue were 3.05 (2.42–3.86), 2.89 (2.26–3.69), and 2.60 (2.06–3.29), respectively. The relative excess risk due to Interaction of job insecurity and emotional labor was significant only for difficulty falling asleep, but not the other 2 sleep disturbance dimensions.

Conclusions

Customer service workers suffered from severe sleep disturbances according to the existing degree of emotional labor and job insecurity. The combined effect of both could have an additive influence on serious sleep disturbance among customer service workers.

Citations

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Seong-Uk Baek, Jin-Ha Yoon, Jong-Uk Won
Scientific Reports.2023;[Epub] CrossRef
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International Journal of Environmental Research and Public Health.2020; 17(21): 8019. CrossRef

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Research 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

Abstract PDF PubReader ePub

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

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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
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