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) |