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