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.
Subject(s)
Female , Humans , Male , Logistic Models , Mental Health , Odds RatioABSTRACT
The role of a parent with a disabled child can be highly demanding. There are few publications concerning parental emotional exhaustion in Latin America. The present prevalent case-controlled study evaluated the frequency of emotional exhaustion in 103 parental couples of parents of children with Down Syndrome (DS); likewise the study explores the rate of emotionally exhausted and depressed mothers in comparison with the fathers. This outcome was measured using a modified and validated version of the Maslach Burnout Inventory. The results showed a prevalence of emotional exhaustion of 52.64%. In the matched-pair analysis we found a higher chance of exhaustion in mothers in comparison with their partners.
El trabajo de un padre con un hijo con discapacidad puede llegar a ser muy exigente. Existen pocas publicaciones que hacen referencia al agotamiento emocional de los padres de niños con discapacidades en América Latina. El presente estudio de casos y controles prevalentes describe la frecuencia de agotamiento emocional en 103 parejas de padres de niños con síndrome de Down. También describe las diferencias en el agotamiento emocional y depresión entre padres y madres. Este resultado se midió usando una versión modificada y validada del Maslach Burnout Inventory. Los resultados mostraron una prevalencia de agotamiento emocional del 52,64%. En el análisis apareado encontramos una mayor probabilidad de agotamiento en las madres en comparación con sus parejas.
ABSTRACT
Este estudo objetivou investigar a sobrecarga emocional e a percepção da própria qualidade de vida em mães de crianças com Erros Inatos do Metabolismo (EIM). Participaram 21 mães de crianças com EIM, com comprometimento neurológico grave, de ambos os sexos, com idade até dez anos. A coleta de dados foi realizada por meio dos instrumentos WHOQOL-Bref e Burden Interview. Os dados foram analisados estatisticamente e comparados. Foi observado que os cuidados com a criança com EIM interferem negativamente na qualidade de vida das mães, sobretudo no domínio relações sociais, acarretando uma sobrecarga emocional, de tal forma que quanto maior a sobrecarga, mais baixa a percepção sobre a própria qualidade de vida.
This study aims to investigate the perception of women having children with Inborn Errors of Metabolism (IEM) about the experienced emotional burden and their own quality of life. The participants were 21 mothers of children with IEM, with serious neurological injury. The children were of both sexes, up to ten years old. Data collection was accomplished through instruments WHOQOL-Bref and Burden Interview. The data were statistically analyzed and compared. The care of children with IEM interfere in a negative way in the quality of life of the mother, especially in the domain of their social relations, resulting in an emotional burden; the greater the burden, the lower the perceived quality of life.