지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2019.3
- 수록면
- 10 - 18 (9page)
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초록· 키워드
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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.
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.
목차
Abstract
Introduction
Materials and methods
Results
Discussion
Conclusion
References
참고문헌 (30)
참고문헌 신청
The World Bank / Electronic tables for service, etc., value added (% of GDP)
Harma M / 2006 / Work-related stress and health--risks, mechanisms and countermeasures / Scand J Work Environ Health 32(6):413~419
Hochschild A / 1983 / The managed heart: commercialization of human feeling / University of California Press
Darlene Welsh / 2009 / Predictors of Depressive Symptoms in Female Medical-Surgical Hospital Nurses / Issues in Mental Health Nursing 30(5):320~326
Aslaug Mikkelsen / 2007 / The effects of new dimensions of psychological job demands and job control on active learning and occupational health / Work & Stress 19(2):153~175
Harma M / 2006 / Work-related stress and health--risks, mechanisms and countermeasures / Scand J Work Environ Health 32(6):413~419
Hochschild A / 1983 / The managed heart: commercialization of human feeling / University of California Press
Darlene Welsh / 2009 / Predictors of Depressive Symptoms in Female Medical-Surgical Hospital Nurses / Issues in Mental Health Nursing 30(5):320~326
Aslaug Mikkelsen / 2007 / The effects of new dimensions of psychological job demands and job control on active learning and occupational health / Work & Stress 19(2):153~175
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UCI(KEPA) : I410-ECN-0101-2019-517-000718682