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
| 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) |