ArticleAnnals of occupational and environmental medicine2019
The role of customer service manual on workplace emotional burden in nationwide cross sectional study.
Article in Annals of occupational and environmental medicine, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 8 papers.
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Who cites it
8 citing papers in PubMed.
- How leader-enforced positivity and humility-aspiration signaling shape emotional exhaustion and unethical behavior: evidence for distinct psychological pathways.Frontiers in psychology · 2026Article
- Article
- Factors that Affect Depression and Anxiety in Service and Sales Workers Who Interact With Angry Clients.Safety and health at work · 2021Article
- The Burnout Syndrome among Women Working in the Retail Network in Associations with Psychosocial Work Environment Factors.International journal of environmental research and public health · 2021Article
- Irregular Work Hours and the Risk of Sleep Disturbance Among Korean Service Workers Required to Suppress Emotion.International journal of environmental research and public health · 2021Article
- Effects of Emotional Labor Factors and Working Environment on the Risk of Depression in Pink-Collar Workers.International journal of environmental research and public health · 2020Article
- Combined effect of emotional labor and job insecurity on sleep disturbance among customer service workers.Annals of occupational and environmental medicine · 2020Article
- "Woulda, Coulda, Shoulda". Workers' Proactivity in the Association between Emotional Demands and Mental Health.International journal of environmental research and public health · 2019Article
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Authors and funding
6 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundWe aim to discuss the overall effect of customer service manual (CSM) on service industry workers using Korean Working Condition Survey.
methodsOut 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.
resultsOut 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).
conclusionsOur 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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