The role of customer service manual on workplace emotional burden in nationwide cross sectional study

Annals of Occupational and Environmental Medicine
Sehyun YunJin-Ha Yoon

Abstract

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

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Citations

Jul 28, 2020·International Journal of Environmental Research and Public Health·Hae-Ryoung ChunSung-Il Cho
Sep 12, 2019·International Journal of Environmental Research and Public Health·Greta MazzettiAlessio Paolucci
Oct 20, 2020·Annals of Occupational and Environmental Medicine·Sunguk ChoiInchul Jeong
Feb 11, 2021·International Journal of Environmental Research and Public Health·Sehyun YunJong-Uk Won
Jun 3, 2021·International Journal of Environmental Research and Public Health·Gintarė KalinienėVidmantas Januškevičius

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