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The role of customer service manual on workplace emotional burden in nationwide cross sectional study
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...
Autores principales: | , , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
BioMed Central
2019
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6373057/ https://www.ncbi.nlm.nih.gov/pubmed/30805196 http://dx.doi.org/10.1186/s40557-019-0285-9 |
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author | Yun, Sehyun Lim, Sung-Shil Kim, Jihyun Kim, Young-Kwang Won, Jong-Uk Yoon, Jin-Ha |
author_facet | Yun, Sehyun Lim, Sung-Shil Kim, Jihyun Kim, Young-Kwang Won, Jong-Uk Yoon, Jin-Ha |
author_sort | Yun, Sehyun |
collection | PubMed |
description | 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. |
format | Online Article Text |
id | pubmed-6373057 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2019 |
publisher | BioMed Central |
record_format | MEDLINE/PubMed |
spelling | pubmed-63730572019-02-25 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 Ann Occup Environ Med Research Article 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. BioMed Central 2019-02-12 /pmc/articles/PMC6373057/ /pubmed/30805196 http://dx.doi.org/10.1186/s40557-019-0285-9 Text en © The Author(s). 2019 Open AccessThis article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated. |
spellingShingle | Research Article 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 |
title | The role of customer service manual on workplace emotional burden in nationwide cross sectional study |
title_full | The role of customer service manual on workplace emotional burden in nationwide cross sectional study |
title_fullStr | The role of customer service manual on workplace emotional burden in nationwide cross sectional study |
title_full_unstemmed | The role of customer service manual on workplace emotional burden in nationwide cross sectional study |
title_short | The role of customer service manual on workplace emotional burden in nationwide cross sectional study |
title_sort | role of customer service manual on workplace emotional burden in nationwide cross sectional study |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6373057/ https://www.ncbi.nlm.nih.gov/pubmed/30805196 http://dx.doi.org/10.1186/s40557-019-0285-9 |
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