“…Engaging with Complaints can mean emotional demand to manage customers, and Always Suppressing Emotion can mean lack of control. Hence, the serious interactive relationship between Engaging with Complaints and Suppressing Emotion might be supported by a job demand-control model26 ) . Therefore, to prevent experience of depression and anxiety symptoms among service workers, employers should reduce levels of both Engaging with Complaints and Suppressing Emotion.Fig.…”
Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of “Engaging with Complaints”, “Suppressing Emotion”, experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and 95% confidence intervals (95% CI) were calculated using multivariate logistic regression after controlling for age, income, education level, job satisfaction, and working hours per week. The results showed that people who were ‘Always Engaging with Complaints’ (OR: 3.81, 95% CI: 1.83–7.96 for male, OR: 3.98, 95% CI: 2.07–7.66 for female) and ‘Always Suppressing Emotion’ (OR: 2.33, 95% CI: 1.33–4.08 for male, OR: 2.83, 95% CI: 1.67–4.77 for female) were more likely to experience depression and anxiety symptoms compared to those ‘Rarely Engaging with Complaints’ and ‘Rarely Suppressing Emotion’, respectively. Additionally, there was an interactive relationship between those job characteristics. Our nationwide study demonstrates that mental health problems are incrementally related to how much service workers must engage with complaining customers and suppressing emotion at work.
“…Engaging with Complaints can mean emotional demand to manage customers, and Always Suppressing Emotion can mean lack of control. Hence, the serious interactive relationship between Engaging with Complaints and Suppressing Emotion might be supported by a job demand-control model26 ) . Therefore, to prevent experience of depression and anxiety symptoms among service workers, employers should reduce levels of both Engaging with Complaints and Suppressing Emotion.Fig.…”
Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of “Engaging with Complaints”, “Suppressing Emotion”, experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and 95% confidence intervals (95% CI) were calculated using multivariate logistic regression after controlling for age, income, education level, job satisfaction, and working hours per week. The results showed that people who were ‘Always Engaging with Complaints’ (OR: 3.81, 95% CI: 1.83–7.96 for male, OR: 3.98, 95% CI: 2.07–7.66 for female) and ‘Always Suppressing Emotion’ (OR: 2.33, 95% CI: 1.33–4.08 for male, OR: 2.83, 95% CI: 1.67–4.77 for female) were more likely to experience depression and anxiety symptoms compared to those ‘Rarely Engaging with Complaints’ and ‘Rarely Suppressing Emotion’, respectively. Additionally, there was an interactive relationship between those job characteristics. Our nationwide study demonstrates that mental health problems are incrementally related to how much service workers must engage with complaining customers and suppressing emotion at work.
“…In addition to the factors pointed out as cause of suffering, in the capitalist system, work has been considered a source of displeasure, causing tension and suffering, preventing the manifestation of creativity and even the enjoyment of results (18) .…”
Objective: to understand the meaning of work, from the perspective of nursing professionals. Methods: qualitative research, conducted in a clinical inpatient unit of a university hospital. The study included 20 nursing professionals contacted through semi-structured interviews. The data were analyzed through the thematic content analysis technique, emerging the categories: perspectives and meanings attributed to the world of work by nursing professionals and situations that cause pleasure and suffering and their influences in the health-disease process of workers. Results: one identified positive and negative aspects inherent to the nursing work in the hospital environment and highlighted the illness that comes with the working process. Conclusion: the experiences of pleasure and pain are inherent to the context of nursing professionals who work in hospital environments and contribute to a search for better conditions of work place and quality of life for these professionals. Descriptors: Nursing; Work; Occupational Health. Objetivo: compreender o significado do trabalho, sob a ótica de profissionais de enfermagem. Métodos: pesquisa qualitativa, realizada em unidades de internação clínica, de hospital universitário. Participaram do estudo 20 profissionais de enfermagem, abordados por meio de entrevista semiestruturada. Dados analisados mediante a técnica de análise de conteúdo temática, emergindo as categorias: perspectivas e significados atribuídos ao mundo do trabalho pelos profissionais de enfermagem e situações geradoras de prazer e sofrimento e respectivas influências no processo saúde-doença dos trabalhadores. Resultados: Identificaram-se aspectos positivos e negativos inerentes ao contexto do trabalho da enfermagem no ambiente hospitalar e evidenciou-se o adoecimento decorrente do processo de trabalho. Conclusão: as vivências de prazer e sofrimento são inerentes ao contexto do trabalho da enfermagem no ambiente hospitalar e contribuem para busca por melhorias no ambiente laboral e qualidade de vida de profissionais.
“…The Demand-Control-Social Support (DCSS) model covers these three dimensions in a well-defined manner. The DCSS is an update of the Demand-Control Model -DCM (Karasek, 1979), which initially had two factors: demands and work control (Alves, Braga, Faerstein, Lopes, & Junger, 2015;Karasek, 1979).…”
Section: O Papel Moderador Do Apoio Social Na Relação Entre Demanda Dmentioning
confidence: 99%
“…Although it is the theoretical model most used up to the present moment in the analysis of the relationship between the psychosocial aspects of work and the health impacts (Alves et al, 2015, Barcaui & Limongi-França, 2014, few are the findings in the literature using the DCSS model to establish determinants or direct determinants of presenteeism. Therefore, the purpose of this study is to fill this gap with the provision of empirical data that support the relationships between work demands, control, social support and presenteeism.…”
Section: O Papel Moderador Do Apoio Social Na Relação Entre Demanda Dmentioning
confidence: 99%
“…Adverse reactions to workers' health occur due to psychological wear resulting from simultaneous exposure to high psychological demands and poor control over their work process (Alves et al, 2015;Karasek, 1979). The degree of autonomy, creativity and decision-making power that the professional must perform the assigned work are characteristics of control at work (Barcaui & Limongi-Franca, 2014).…”
The pressures of contemporaneity and the increase of unemployment cause employees to attend work when sick, becoming presenteeist. The purpose of this study was to investigate the influence of psychological demands on presenteeism, considering the support of the bosses and the control of work as moderators of this relationship. A quantitative cross-sectional study was developed at a Public Institution of Higher Education. 204 technical-administrative servants who responded to the Stanford Presenteeism Scale - SPS6 and the Job Content Questionnaire - JCQ participated in the study. The results indicate that the greater the support of the boss and the control that the employee has of his/her work the less the presenteeism, even in the face of high psychological demands of the work. This study contributes to the investigation of organizational antecedents (demands of work and social support) and personal (control) of presenteeism.
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