Annals of Occupational and Environmental Medicine

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

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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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
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Jungsun Park, Yangho Kim
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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
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International Journal of Environmental Research and Public Health.2019; 16(18): 3309. CrossRef

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Research Article

Characteristics of occupational musculoskeletal disorders of five sectors in service industry between 2004 and 2013: Hyun-Woo Choi, Young-Ki Kim, Dong-Mug Kang, Jong-Eun Kim, Bo-Young Jang; Ann Occup Environ Med 2017;29:41. Published online September 19, 2017; DOI: https://doi.org/10.1186/s40557-017-0198-4

Abstract PDF PubReader ePub

Background

‘Work related musculoskeletal disorders (WRMSDs)’ have been mostly reported in the manufacturing industry but recently the occurrence of industrial injuries has been constantly increasing in the service industry. This research is going to analyze the data about workers’ compensation for WRMSDs in five different service sectors and identify characteristics of occupations with the highest approved occupations.

Methods

According to the data released from the Korea Worker’s Compensation & Welfare Service, the overview of 12,730 cases of workers’ compensation for WRMSDs in five service sectors from 2004 to 2013 is going to be analyzed and the source data is going to be classified by the Korean Standard Classification of Occupations to select the top five occupations that have the highest number of approval.

Results

After selecting each five occupations from the service sector that have work related musculoskeletal disorders, the result showed that the occupation with the highest number of approval in the health and social care sector were the early childhood educators, cooks in the school canteens in education services sector, garbage collectors in the sanitation and similar services sector, deliverymen in wholesale and retail, consumer goods repair and building cleaners in general management businesses such as those in building maintenance. The major event observed in the top five occupations was the overexertion and reaction as a cause of WRMSDs. The day when the WRMSDs mostly occurred was on Monday and the most likely time was 10 am. The median days away from work and lost working days are 29–90 days and 0–50 days respectively. The difference in each occupation was observed in year of service, age, and gender.

Conclusions

83.21% of the approved cases of workers’ compensation for WRMSDs occurred in the top 25 occupations in all of the five service sectors, which meant that the approval of workers’ compensation is concentrated in specific occupations. This research is going to suggest preventive measures for work related musculoskeletal disorders in the service industry and to help prioritize the preventive measures.

Trial registration

Not applicable.

Citations

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International Journal of Environmental Research and Public Health.2023; 20(2): 1624. CrossRef
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BMC Musculoskeletal Disorders.2023;[Epub] CrossRef
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Mehmet PEKDEMİR, Neşe AŞICI, Abdülkadir AYDIN, Elif KÖSE, Hasan EKERBİÇER
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207 View
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10 Crossref

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