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Table 4 The interaction effect between customer service manual and interacting with angry customer by gender

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

Variables Odds ratio (95% confidence interval)
Rarely Sometimes Always
Use of customer service manual (Men)
 Yes 1.45 (1.22–1.73) 1.94 (1.21–3.13) 3.16 (1.38–7.23)
 No 1.00 (reference) 1.73 (1.36–2.20) 2.66 (1.82–3.90)
Use of customer service manual (Women)
 Yes 1.24 (1.06–1.44) 1.99 (1.34–2.97) 8.85 (3.96–19.75)
 No 1.00 (reference) 1.77 (1.41–2.21) 2.02 (1.47–2.78)
  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