Skip to main content

Table 2 The relative risk of emotional burden, stress, and depressive event based on the use of customer service manual, suppressed emotion or engaging angry customers by multiple logistic regression model

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

Variables Odds ratio (95% confidence interval)
Men Women
Emotional Burden
(Stress or Depressive event)
Use of customer service manual
 Yes 1.40 (1.19–1.64) 1.25 (1.09–1.44)
 No 1.00 (reference) 1.00 (reference)
Stress
Use of customer service manual
 Yes 1.41 (1.20–1.66) 1.21 (1.05–1.39)
 No 1.00 (reference) 1.00 (reference)
Depressive event
Use of customer service manual
 Yes 1.15 (0.52–2.53) 2.22 (1.42–3.48)
 No 1.00 (reference) 1.00 (reference)
Suppressed emotion at worksite
 Rarely 1.00 (reference) 1.00 (reference)
 Sometimes 3.11 (2.58–3.75) 3.07 (2.51–3.75)
 Always 11.05 (9.06–13.48) 12.26 (10.00–15.03)
Angry customer
 Rarely 1.00 (reference) 1.00 (reference)
 Sometimes 1.65 (1.33–2.05) 1.73 (1.42–2.11)
 Always 2.57 (1.82–3.65) 2.46 (1.84–3.28)
  1. Adjusted for covariates including age, monthly household income, education, weekly working hours, job satisfaction, job schedule, job class, occupational classification, and time spent managing customers