Res Community Public Health Nurs.  2023 Mar;34(1):61-71. 10.12799/rcphn.2022.00339.

The Effects of Emotional Labor and Workplace Violence on the Somatic Symptoms of Customer Service Employees in Department Stores

• Ryu B
• Park BH

• KMID: 2551094
• DOI: http://doi.org/10.12799/rcphn.2022.00339

Abstract

Purpose
This study was aimed to explore the effects of emotional labor and workplace violence on the somatic symptoms of customer service employees in department stores. Methods: Data from a total of 218 subjects were collected from July 21, 2021 to August 10, 2021, using a self-report questionnaire. The data were analyzed using descriptive statistics, X2-test, and logistic regression. Results: Among 4 sub-scales of workplace violence, a factor affecting the possibility of the moderate or high severity of somatic symptoms was found to be a risk group in "Experience of psychological and sexual violence from customer” (OR: 2.94). On the other hand, emotional labor did not show a statistically significant effect. In addition, education level, monthly income, subjective health status, and working hours per week were also factors affecting somatic symptoms.
Conclusion
In order to reduce the somatic symptoms of customer service employees in department stores, it is necessary to raise the awareness of employers and customers first, and follow-up research is necessary on the development of strategy and systems for the establishment of active and diverse protective devices to protect workers at the organizational level.

Keyword

Occupational Health; Psychological Distress; Somatoform Disorders; Workplace Violence; 산업보건; 심리적 스트레스; 신체화 장애; 작업장 폭력