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 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.

The association between dependent self-employment and self-reported depression/anxiety and sleep disorder in South Korea

BACKGROUND: Dependent self-employment is precarious employment, which can be vulnerable to mental health problems. This study aimed to investigate the association of dependent self-employment with depression, anxiety, and sleep disorder in South Korea. METHODS: This study used data from the Fourth Korean Working Conditions Survey and included 32,691 paid workers. Dependent self-employment and self-reported depression/anxiety, and sleep disorder were investigated using a questionnaire. Logistic regression analysis was performed to investigate the association between dependent self-employment and mental health problems. RESULTS: Of the 32,691 paid workers, 2,371 (7.3%) were dependent self-employed workers. The odds ratio (OR) of dependent self-employment for self-reported depression/anxiety was 1.78 (95% confidence interval [CI]: 1.29–2.45) and the OR of dependent self-employment for self-reported sleep disorder was 1.26 (95% CI: 1.01–1.59) compared to other paid workers. CONCLUSIONS: Dependent self-employment is related to an increased risk of self-reported depression/anxiety and sleep disorder in South Korea.

Effects of Emotional Labor and Workplace Violence on Physical and Mental Health Outcomes among Female Workers: The 4th Korean Working Conditions Survey / 한국직업건강간호학회지

PURPOSE: We investigated the effects of emotional labor and workplace violence on various physical and mental health outcomes among female workers. METHODS: We obtained data from 24,760 female workers who participated in the 4th Korean Working Conditions Survey (2014). Hierarchical logistic regression analysis was used to analyze the relationships. RESULTS: Female emotional workers were more exposed to workplace violence than were female non-emotional workers. Verbal abuse was the most common type of workplace violence. Logistic regression analyses revealed that (1) emotional labor was significantly associated with higher odds of having musculoskeletal or abdominal pain (physical health outcomes), along with overall fatigue (a mental health outcome), and (2) workplace violence experiences were significantly associated with higher odds of musculoskeletal pain, headache/eye strain, abdominal pain, depression/anxiety disorder, overall fatigue, and insomnia/sleep disturbance, after controlling for covariates. CONCLUSION: This study demonstrated that both emotional labor and workplace violence have negative effects on physical and mental health. However, workplace violence experience has a stronger negative impact on health outcomes than does emotional labor alone. A management system to eradicate workplace violence and programs aimed at managing emotional labor are urgently needed at the organizational level.

A Comparison between the Second Korean Working Conditions Survey (KWCS) and the First KWCS

BACKGROUND: The study was designed to assess the changes in working conditions through a comparative analysis of the characteristics of working conditions in 2006 and 2010. METHODS: We performed a comparative analysis of the data related to the first Korean Working Conditions Survey (KWCS) and the second KWCS in the categories of demographic characteristics, quality of labor, exposure to hazards, and health problems. RESULTS: From our analysis of the demographic characteristics, we saw an increase in labor force participation rate of women and elderly people. As a result of the investigation with regards to working hours, the ratio of employees who worked for > or = 49 hours per week was decreased and the ratio of employees who worked for > or = 40 h/wk increased. As for exposure to hazards, exposure to tobacco smoke notably decreased in 2010 compared with 2006. With regards to health problems, there was a sharp increase in the number of people who complained of muscle pain in their arms and legs. CONCLUSION: KWCS data included many aspects of working conditions as a nationwide sample. In addition, because this is a periodic nationwide survey, the labor force, working hours, harmful factor exposure, and the change in health problems characteristics according to the flow of time could be investigated. The information comparing the main results of the first survey conducted in 2006 and the second survey conducted in 2010 obtained through this study can be used as an important base material for the establishment of the national policy.

The relationship between working condition factors and well-being

OBJECTIVES: Working conditions can exert influence on the physical, mental, and even social health of workers. Well-being is an appropriate index for the evaluation of a person's overall health. This paper investigated the association between various working conditions and worker's well-being. METHODS: Data from 10,019 interviews were collected from the second wave of the Korean Working Conditions Survey (2010) conducted by the Korea Occupational Safety and Health Agency between June and October 2010. The data from 5,995 employed workers were examined in this study. Well-being was measured through the WHO Five Well-Being Index (1998 version). Sociodemographic and working conditions were analyzed. Adjusted odds ratios for well-being were calculated with adjusted sociodemographic factors, working condition factors, or both. RESULTS: Workers' well-being was significantly higher when they were satisfied with their working conditions (OR = 1.656, 95% CI = 1.454-1.885), when their actual working hours were the same as their anticipated working hours (OR = 1.366, 95% CI: 1.120-1.666) or exceeding less than 10 hours (OR = 1.245, 95% CI: 1.004-1.543), and when their employment was stable (OR = 1.269, 95% CI: 1.098-1.467). CONCLUSIONS: This study supports the association between working condition factors and well-being in workers.

Long Working Hours and Emotional Well-Being in Korean Manufacturing Industry Employees

OBJECTIVES: Korea is well known for its long work hours amongst employees. Because workers of the manufacturing industry are constantly exposed to extended work hours, this study was based on how long work hours affect their emotional well-being. METHODS: The analysis was done using the secondary Korean Working Condition Survey (KWCS). Long work hours were defined to be more than 48 hours, and they were subcategorized into units of 52 hours and 60 hours. Based on the WHO (five) well-being index, emotional state was subdivided into three groups - reference group, low-mood group, and possible depression group- where 28 points and 50 points were division points, and two groups were compared at a time. Association between long work hours and emotional state was analyzed using binary and multinomial logistic regression analysis. RESULTS: Working for extended working hours in the manufacturing industry showed a statistically significant increase (t test p < 0.001) in trend among the possible depression group when compared to the reference group and the low-mood group. When demographical characteristics, health behaviors, socioeconomic state, and work-related characteristics were fixed as controlled variables, as work hours increased the odds ratio of the possible depression group increased compared to the reference group, and especially the odds ratio was 2.73 times increased for work hours between 48-52 and 4.09 times increased for 60 hours or more and both were statistically significant. In comparing the low-mood group and possible depression group, as work hours increased the odds ratio increased to 1.73, 2.39, and 4.16 times, and all work hours from working 48-52 hours, 53-60 hours, and 60 hours or more were statistically significant. Multinomial logistic regression analysis also showed that among the reference group and possible group, the possible depression group was statistically significant as odds ratio increased to 2.94 times in working 53-60 hours, and 4.35 times in 60 hours or more. CONCLUSIONS: Long work hours have an adverse effect on emotional well-being. A more diversified research towards variables that affect long work hours and emotional well-being and how they interact with each other and their relationship to overall health is imperative.

Risk Factors for Absenteeism due to Work related Musculo-skeletal Disorders among Korean Employees / 대한산업의학회지

OBJECTIVES: Absenteeism due to musculo-skeletal disorders (MSDs) of workers is an important index of occupational health. Since research on its causes is rare in Korea, the risk factors for absenteeism due to MSDs should be studied. METHODS: Using the 2nd Korean working condition survey data, we investigated the prevalence of absenteeism due to MSDs. We also analyzed the risk factors for absenteeism by multiple logistic regression analysis in Korean employees. RESULTS: Prevalence of absenteeism due to MSDs was 0.7% in all employees, 0.5% in men, and 0.9% in women. In logistic regression analysis, gender, age, presence of a representative worker organization, working on tight deadlines, and pace of work dependent on automated equipment/machine were risk factors of absenteeism due to MSDs for both sexes. For males, working time, working at a very high speed were additional risk factors. For females, pace of work dependent on numerical production, performance, and targets were additional risk factors. Although not included in the multiple logistic regression analysis, handling heavy loads in both sexes and average monthly income for women were risk factors in the univariate analysis. CONCLUSIONS: For absenteeism due to MSDs, the presence of a representative worker organization, along with work pace and its determinants were important risk factors.

The Prevalence of Work Related Sickness Absences According to the Second Korean Working Condition Survey / 대한산업의학회지

OBJECTIVES: Worker's health is an important index used to evaluate working conditions and to prioritize prevention policies. However, this index has never before been calculated in Korea. The purpose of this study was to calculate the prevalence of health problems caused by work related sickness absences using the second Korean Working Condition Survey (KWCS) conducted in 2010. METHODS: The second KWCS was conducted from June to October 2010 as a household survey for employed workers. The work related sickness absence rate was estimated using gender, age, business size, occupational status, level of education, and level of income. A logistic regression was performed in order to evaluate the relationship of the work related sickness absence with general characteristics and work-related conditions. RESULTS: The rate of work related sickness absence was 1.8(+/-0.2)% for all workers, with 6.0(+/-0.3)% of it being in agriculture, forestry, and fishing, and 2.2(+/-0.5)% in manufacturing. Musculoskeletal disorders (MSD) were the most common work related disorder [1.01(+/-0.12)%], followed by psychiatric disorders [0.18(+/-0.05)%], and respiratory disorders [0.14(+/-0.04)%]. The highest odds ratio (OR) for the work related sickness absence rate was in self-employed workers with employees (OR=2.23, 95%CI=1.05~4.74). CONCLUSIONS: The work related sickness absence rate for all workers, both self-employed and employed, including agriculture, forestry and fishing workers, and wholesale and retail trade workers was 1.8(+/-0.2)%. Because the KWCS was based on a self-reported questionnaire survey, this figure might be overestimated. In addition, it might omit chronic occupational disease and death cases.