Skip to main content

Table 1 Basic characteristics of study population based on emotional burden and gender

From: The role of customer service manual on workplace emotional burden in nationwide cross sectional study

Parameters Emotional Burden, No. (%)
Men (n = 5613) Women (n = 6333)
Yes No p-value Yes No p-value
Total 1562 (27.8) 4051 (72.2)   1717 (27.0) 4653 (73.1)  
Age   0.008   0.013
 < 25 80 (23.2) 265 (76.8)   105 (23.7) 338 (76.3)  
 25–34 359 (27.5) 948 (72.5) 394 (28.5) 988 (71.5)  
 35–44 481 (28.2) 1222 (71.8) 479 (26.7) 1315 (73.3)
 45–54 430 (30.7) 970 (69.3) 534 (27.8) 1386 (72.2)
 55–64 212 (24.7) 646 (75.3) 205 (24.7) 626 (75.3)
Monthly household income, USD <  0.001   <  0.001
 <  1000 53 (18.8) 229 (81.2)   145 (17.6) 678 (82.4)  
 1000 - 1999 309 (24.5) 955 (75.6) 949 (27.8) 2468 (72.2)
 2000 - 2999 531 (27.6) 1391 (72.4) 407 (27.7) 1064 (72.3)
 ≥ 3000 669 (31.2) 1476 (68.8) 216 (32.8) 443 (67.2)
Education level   0.062   <  0.001
 < Middle school 17 (22.1) 60 (77.9)   20 (15.4) 110 (84.6)  
 < High school 62 (22.5) 214 (77.5) 78 (20.8) 297 (79.2)
 ≥ High school 1483 (28.2) 3777 (71.8) 1619 (27.6) 4246 (72.4)
Weekly working hours <  0.001   <  0.001
 <  40 54 (16.9) 266 (83.1)   179 (21.1) 670 (78.9)  
 40–49 1012 (28.6) 2529 (71.4) 1101 (27.4) 2921 (72.6)
 ≥ 50 496 (28.3) 1256 (71.7) 437 (29.2) 1062 (70.8)
Job satisfaction   <  0.001   <  0.001
 Satisfied 1085 (26.1) 3079 (73.9)   1183 (24.4) 3665 (75.6)  
 Unsatisfied 477 (32.9) 972 (67.1) 534 (35.1) 988 (64.9)
Job schedule   0.018   0.034
 Fixed 1354 (27.3) 3603 (72.7)   1548 (30.8) 4273 (69.2)  
 Shift 208 (31.7) 448 (68.3) 169 (26.6) 380 (73.4)
Job class   0.025   <  0.001
 Permanent 1327 (28.4) 3340 (71.6)   1334 (28.2) 3404 (71.8)  
 Temporary 235 (24.8) 711 (75.2) 383 (23.5) 1249 (76.5)
Suppress emotion at worksite <  0.001   <  0.001
 Rarely 343 (26.1) 973 (73.9)   349 (25.0) 1047 (75.0)  
 Sometimes 981 (26.2) 2770 (73.8) 1079 (25.3) 31,945 (74.8)
 Always 238 (43.6) 308 (56.4) 289 (41.2) 412 (58.8)
Engaging angry customer <  0.001   0.012
 Rarely 162 (9.6) 1527 (90.4)   134 (8.0) 1534 (92.0)  
 Sometimes 647 (25.3) 1908 (74.7) 606 (21.4) 2225 (78.6)
 Always 753 (55.0) 616 (45.0) 977 (52.2) 894 (47.8)
Use of customer service manual <  0.001   <  0.001
Yes 295 (35.9) 526 (64.1)   396 (32.1) 838 (67.9)  
No 1267 (26.4) 3525 (73.6) 1321 (25.7) 3815 (74.3)