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

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
JournalAnnals of Occupational and Environmental Medicine
Volume31
Issue number1
DOIs
Publication statusPublished - 2019 Feb 12

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Workplace
Cross-Sectional Studies
Odds Ratio
Confidence Intervals
Logistic Models
Industry
Surveys and Questionnaires

All Science Journal Classification (ASJC) codes

  • Public Health, Environmental and Occupational Health

Cite this

Yun, Sehyun ; Lim, Sung Shil ; Kim, Jihyun ; Kim, Young Kwang ; Won, Jong Uk ; Yoon, Jin Ha. / The role of customer service manual on workplace emotional burden in nationwide cross sectional study. In: Annals of Occupational and Environmental Medicine. 2019 ; Vol. 31, No. 1.
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abstract = "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.",
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The role of customer service manual on workplace emotional burden in nationwide cross sectional study. / Yun, Sehyun; Lim, Sung Shil; Kim, Jihyun; Kim, Young Kwang; Won, Jong Uk; Yoon, Jin Ha.

In: Annals of Occupational and Environmental Medicine, Vol. 31, No. 1, 12.02.2019.

Research output: Contribution to journalArticle

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AB - 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.

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