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.

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Scientific Reports.2023;[Epub] CrossRef
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Won Ju Hwang, Hye Kyung Yang, Ji Hye Kim
International Journal of Environmental Research and Public Health.2020; 17(21): 8019. CrossRef

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Research Article

Emotional labor and job types of male firefighters in Daegu Metropolitan City: Sung Kyu Park, Han Cheol Heo, Joon Sakong, Man Joong Jeon; Ann Occup Environ Med 2019;31:e25. Published online September 26, 2019; DOI: https://doi.org/10.35371/aoem.2019.31.e25

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Background

Research on the emotional labor of firefighters is actively being carried out, but studies that analyze emotional labor separately by job types, working departments, and other conditions of firefighters are insufficient. The purpose of this study is to investigate the difference in emotional labor level between departments and other conditions of firefighters.

Methods

A total of 287 Korean firefighters were included for analysis. The demands of emotional labor and emotional damage were measured using the Korean Emotional Labor Scale. To analyze the conditions and factors affecting the emotional labor level of the firefighters, logistic regression analysis was performed using the emotional labor high risk group as a dependent variable.

Results

The average score of overall emotional labor level of the firefighters was 47.2 ± 17.3, and the prevalence of high risk firefighters with emotional labor was 27.1%. It was found that the emergency medical service and administration departments showed a higher prevalence of high risk emotional labor firefighters than did other departments. The result of multiple logistic regression analysis for the high risk emotional labor firefighters showed that the adjusted odds ratio of emergency medical service department compared to the reference group (the rescue department) was 2.89 (95% confidence interval [CI]: 1.02–8.24).

Conclusions

Among the firefighters, the emergency medical service department is a high risk factor for emotional labor. Therefore, education and prevention training on emotional labor should be more thorough before work shifts.

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Research Article

Emotional labor, workplace violence, and depressive symptoms in female Bank employees: a questionnaire survey using the K-ELS and K-WVS: Guang Hwi Kim, Hee Sung Lee, Sung Won Jung, Jae Gwang Lee, June Hee Lee, Kyung Jae Lee, Joo Ja Kim; Ann Occup Environ Med 2018;30:17. Published online March 12, 2018; DOI: https://doi.org/10.1186/s40557-018-0229-9

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Background

In modern society, the scale of the service industry is continuously expanding, and the number of service workers is increasing. Correspondingly, physical and mental problems related to emotional labor are becoming a major social problem. In this study, we investigated the relationship between emotional labor, workplace violence, and depressive symptoms in female bank employees, which is a typical service industry.

Methods

In this study, the Korean Emotional Labor Scale (K-ELS) and Korean Workplace Violence Scale (K-WVS) were distributed to 381 female workers in their 20s at a bank in Seoul, Korea. Data were obtained from 289 subjects (75.9%) and analyzed for 278 respondents, after excluding those with missing responses. We examined the relationship between emotional labor, workplace violence, and depressive symptoms, using multiple logistic regression analysis.

Results

Among 278 subjects, 27 workers (9.7%) had depressive symptoms. “Emotional disharmony and hurt” (OR 2.93, 95% CI = 1.17–7.36) and “Organizational surveillance and monitoring” (OR 3.18, 95% CI = 1.29–7.86) showed a significant association with depressive symptoms. For workplace violence, the “Experience of psychological and sexual violence from supervisors and coworkers” (OR 4.07, 95% CI = 1.58–10.50) showed a significant association. When the number of high-risk emotional labor-related factors was 1 or more, 13.1% showed depressive symptoms. When the number of high-risk workplace violence-related factors was 1 or more, 14.4% had statistically significant depressive symptoms.

Conclusions

A significant result was found for depressive symptoms related to Emotional disharmony, which is a sub-topic of emotional labor, and those at high risk for “Organizational surveillance and monitoring.” For workplace violence, depressive symptoms were high for the group at high risk for the “experience of psychological and sexual violence from supervisors and coworkers.” In this way, management of emotional disharmony, a sub-factor of emotional labor, is necessary, and improvements to traditional corporate culture that monitors emotional labor is necessary. Violence from colleagues and supervisors in the workplace must also be reduced.

IRB Approval No. SCHUH 2017–01-029. Registered 26 January 2017. Retrospectively registered.

Electronic supplementary material

The online version of this article (10.1186/s40557-018-0229-9) contains supplementary material, which is available to authorized users.

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Dae-Sung Hyun, Da-Yee Jeung, Changsoo Kim, Hye-Yoon Ryu, Sei-Jin Chang
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Research Article

Fatigue and related factors among hotel workers: the effects of emotional labor and non-standard working hours: Ju Jong Lee, Hyun Jey Moon, Kyung-Jae Lee, Joo Ja Kim; Ann Occup Environ Med 2014;26:51. Published online December 18, 2014; DOI: https://doi.org/10.1186/s40557-014-0051-y

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Objectives

This study assessed fatigue and its association with emotional labor and non-standard working hours among hotel workers.

Methods

A structured self-administered questionnaire was distributed to 1,320 employees of five hotels located in Seoul. The questionnaire survey included questions concerning the participants’ sociodemographics, health-related behaviors, job-related factors, emotional labor, and fatigue. Fatigue was assessed using the Multidimensional Fatigue Scale (MFS). Multiple logistic regression modeling was used to determine the associations between fatigue and emotional labor.

Results

Among male workers, there was a significant association between fatigue and both emotional disharmony (OR=5.52, 95% CI=2.35-12.97) and emotional effort (OR=3.48, 95% CI=1.54-7.86). These same associations were seen among the female workers (emotional disharmony: OR=6.91, 95% CI=2.93-16.33; emotional effort: OR=2.28, 95% CI=1.00-5.16).

Conclusion

These results indicate that fatigue is associated with emotional labor and, especially, emotional disharmony among hotel workers. Therefore, emotional disharmony management would prove helpful for the prevention of fatigue.

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Research Article

Emotional labor and dysmenorrhea in women working in sales and call centers: In-Jung Cho, Hyunjoo Kim, Sinye Lim, Sung-Soo Oh, Sungjin Park, Hee-Tae Kang; Ann Occup Environ Med 2014;26:45. Published online November 7, 2014; DOI: https://doi.org/10.1186/s40557-014-0045-9

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Objectives

This study was conducted to investigate the association between emotional labor and dysmenorrhea among women working in sales and call centers in Seoul, South Korea.

Methods

Working women in sales jobs and call centers in Seoul were interviewed face-to-face by well-trained interviewers. In total, 975 participants were analyzed in the final model. Emotional labor was measured using a constructed questionnaire with two components: an emotive effort component with three questions and an emotive dissonance component with five questions. To examine the association between emotional labor and dysmenorrhea, chi-squared tests and logistic regression were applied.

Results

The prevalence of dysmenorrhea among sales workers and call center workers were 43.0% and 61.1%, respectively. The adjusted odds ratios (OR) of emotive effort and emotive dissonance for dysmenorrhea in call center workers were 1.88 (95% confidence interval [CI], 1.07–3.28) and 1.72 (95% CI, 1.13–2.63), respectively. The adjusted OR of emotive effort and emotive dissonance for dysmenorrhea in sales workers were 1.71 (95% CI, 0.92–3.16) and 1.15 (95% CI, 0.67–1.98), respectively.

Conclusions

Emotional labor was found to be associated with dysmenorrhea in call center workers. Further studies to investigate other factors, such as management strategies and the relationship between emotional labor and dysmenorrhea, are needed to support interventions to prevent dysmenorrhea that will further promote the quality of health and life of working women.

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Original Article

Relationship between Occupational Stress-Emotional Labor and Musculoskeletal Symptoms and Experience of Absence or Early Leave in Some Civil Affairs Officials: Sang Kon Yoo, Chang Ki Choi, Han Soo Song, Chul Gab Lee; Korean Journal of Occupational and Environmental Medicine 2011;23(2):192-202. Published online June 30, 2011; DOI: https://doi.org/10.35371/kjoem.2011.23.2.192

Abstract PDF

OBJECTIVES
The objectives of this study are to identify the relationship between the Korean occupational stress scale (KOSS) and emotional labor, and to study the association between emotional labor and musculoskeletal symptoms, absence or early leave due to physical problems among civil affairs officials.
METHODS
391 public workers who provide social insurance service were analyzed. A structured self-reported questionnaire was used to assess sociodemographics, job stress, emotional labor, musculoskeletal symptoms and the experience of absence or early leave due to physical problems. For a comprehensive understanding of the relationship among these factors, multiple logistic regression analysis was used.
RESULTS
The Pearson coefficient was 0.409 between the job demand of KOSS and the emotional labor score. The odds ratio of musculoskeletal symptoms is 2.32(95% CI: 1.17~4.61), 2.48(95% CI: 1.15~5.33) in the groups of moderate and, high emotional labor score, respectively, compared to the low score group. On the other hand, the odds ratio of the experience of absence or early leave due to physical problems is 2.43(95% CI: 1.24~4.76) and, 3.08(95% CI: 1.44~6.57) in the same groups.
CONCLUSIONS
Emotional labor acts as a factor of job demand of KOSS, and has an effect on musculoskeletal symptoms and absence or early leave among civil affairs officials.

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Original Article

Association between Emotional Labor and Symptoms of Depression among Bankers: Sanghyo Chu, Hyunchul Ryou, Kyujeong Bae, Jaechul Song, Soojin Lee, Inah Kim; Korean Journal of Occupational and Environmental Medicine 2010;22(4):316-323. Published online December 31, 2010; DOI: https://doi.org/10.35371/kjoem.2010.22.4.316

Abstract PDF

OBJECTIVES
We focused on the relationship between symptoms of depression and emotional labor to investigate the mental health status of workers.
METHODS
In this cross-sectional study, a total of 2,346 workers among bankers were our study subjects. A self-administered questionnaire was used to assess the socio-demographics, job characteristics, emotional labor and, the Center for Epidemiologic Studies-Depression scale (CES-D). We used multiple logistic regression analysis to estimate the relationship between emotional labor and the symptoms of depression.
RESULTS
The prevalence of symptoms of depression among the survey subjects was 20.6%. After adjusting for confounding factors, emotional effort (OR: 1.7, 95% CI=1.28~2.31) and, emotional disharmony (OR: 4.5, 95% CI=3.13~6.44) in men and emotional effort (OR: 1.9, 95% CI=1.33~2.75), emotional disharmony (OR: 6.1, 95% CI=4.12~9.09) in women showed a statistically significant association with symptoms of depression.
CONCLUSIONS
These results suggest that emotional disharmony and emotional effort are related to symptoms of depression. Managing emotional disharmony is important in managing symptoms of depression.

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Emotional labor, workplace violence, and depressive symptoms in female Bank employees: a questionnaire survey using the K-ELS and K-WVS
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Original Article

A Study on the Relationship between Emotional Labor and Depressive Symptoms among Korean Industrial Service Employees: Soo Youn Kim, Sei Jin Chang, Hyoung Ryoul Kim, Jae Hoon Roh; Korean Journal of Occupational and Environmental Medicine 2002;14(3):227-235. Published online September 30, 2002; DOI: https://doi.org/10.35371/kjoem.2002.14.3.227

Abstract PDF

OBJECTIVES
This study was designed to identify the relationship between emotional labor and depressive symptoms among Korean industrial service employees.
METHODS
The case group consisted of 331 employees who were performing emotional labor at department stores, hotels, and family restaurants in Seoul. The control group in this study consisted of 150 employees (90 officers in Seoul and 60 manufacturing workers in Incheon) who were not expected to perform emotional labor. A structured questionnaire was used to estimate each participants level of emotional labor, general characteristics, job content, job satisfaction, and any depressive symptoms. The measurements for emotional labor were performed only on the case group and not the control group.
RESULTS
While the mean values of job satisfaction, job insecurity, and the level of depressive symptoms of the employees who were working in the area of emotional labor were higher than the others, the mean values of job demand, and job control in the same group were lower than those who were not performing emotional labor. Overall, it was found that performing emotional labor and having high levels of job insecurity were related to increased depressive symptoms, and conversely, job satisfaction played a role in reducing depressive symptoms. Similarly, in the sub-sample of the emotional labor group, high levels of job insecurity, and performing high degrees of emotional labor, and low job satisfaction were associated with depressive symptoms.
CONCLUSIONS
These results suggest that performing emotional labor is related to an increase in depressive symptoms. In other words, involuntary emotional expression and low job satisfaction in the workplace may influence the level of depressive symptoms in workers. It is, therefore, imperative that further research be undertaken, which considers the importance of emotional labor, and its adverse effect on the mental health of service workers.

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Journal of Korean Medical Science.2019;[Epub] CrossRef
The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks
SoonJeong Yang, DonHun Lee
Korean Journal of Industrial and Organizational Psychology.2019; 32(3): 265. CrossRef
Emotional labor, workplace violence, and depressive symptoms in female Bank employees: a questionnaire survey using the K-ELS and K-WVS
Guang Hwi Kim, Hee Sung Lee, Sung Won Jung, Jae Gwang Lee, June Hee Lee, Kyung Jae Lee, Joo Ja Kim
Annals of Occupational and Environmental Medicine.2018;[Epub] CrossRef
The relationship between emotional labor status and workplace violence among toll collectors
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Annals of Occupational and Environmental Medicine.2017;[Epub] CrossRef
The Relationships between Emotional Labour, Depressive Symptoms and Presenteeism among Counselors in Call Centers
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Journal of the Korea Academia-Industrial cooperation Society.2015; 16(6): 4086. CrossRef
The Effects of Emotional Labor and Moderating Effect of Social Support and Job Autonomy on Retailing services employee's
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Journal of the Korea Safety Management and Science.2015; 17(3): 247. CrossRef
The Relationship between Emotional Working Hour and Muscle Pain
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Korean Journal of Occupational Health Nursing.2014; 23(4): 269. CrossRef
Fatigue and related factors among hotel workers: the effects of emotional labor and non-standard working hours
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Annals of Occupational and Environmental Medicine.2014;[Epub] CrossRef
The Relationships between Emotional Labour and Depressive Symptoms Among Nurses in University Hospitals
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Journal of the Korea Academia-Industrial cooperation Society.2013; 14(8): 3794. CrossRef
Relationship between emotional labor and occupational stress of dental counselor
Gey-Pyo Kim, Ji-Young Lee, Byeng-Chul Yu
Journal of Korean society of Dental Hygiene.2013; 13(5): 727. CrossRef
Job Stress of Occupational Health Managers in Chemicals Manufacturing Factories
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Korean Journal of Occupational Health Nursing.2012; 21(3): 192. CrossRef
Relationship of Professional Identity, Emotional Labor and Depression in Beauty Business Workers
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Journal of the Korea Academia-Industrial cooperation Society.2011; 12(7): 3030. CrossRef
Occupational Diseases Produced by Emotional Labor
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Occupational Psychiatric Disorders in Korea
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Journal of Korean Medical Science.2010; 25(Suppl): S87. CrossRef

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