• Dukyun Kang, Jae Won Yang, Won Jun Choi, Seunghon Ham, Seong Kyu Kang, and Wanhyung Lee.
• Department of Occupational and Environmental Medicine, Gil Medical Center, Gachon University College of Medicine, Incheon, Korea.
• J. Korean Med. Sci. 2019 Dec 16; 34 (48): e313.

BackgroundMental health problems are a growing issue among customer-facing workers. This study aimed to investigate the workers' symptoms of anxiety, depression, and sleep disturbance caused by customer complaints and the suppression of one's emotions at work.MethodsThis study used the data from the fifth Korean Working Conditions Survey 2017 database. The subjects comprised 23,128 workers (men, 11,007; women, 12,121). The odds ratios (ORs) and 95% confidence intervals (CIs) were calculated using multiple logistic regression models, to determine the effect of the exposure level of engaging with angry clients and suppressing one's emotions at work on mental health.ResultsAmong the workers engaging with angry customers, compared to the "Rarely" group as a reference point, the "Always" group showed elevated OR values (at [95% CI]) of 1.52 (1.10-2.10), 1.86 (1.05-3.27), 4.43 (3.11-6.33), 3.74 (2.51-5.55), 3.89 (2.65-5.70) for men workers; and 2.86 (1.94-4.22), 2.55 (1.73-3.75), 3.75 (2.82-4.98), 3.81 (2.84-5.09), 3.84 (2.88-5.12) for women workers, for depression, anxiety, difficulty falling asleep, waking up during sleep, and extreme fatigue after waking up, respectively. For suppressing one's emotions at work, the OR values of the "Always" group were 2.32 (1.53-3.51), 2.46 (1.73-3.50), 2.54 (1.88-3.43), 2.64 (1.92-3.64), 2.42 (1.81-3.24) for men workers; and 2.23 (1.53-3.25), 2.31 (1.61-3.33), 2.26 (1.72-2.96), 1.53 (1.19-1.97), 2.15 (1.62-2.85) for women workers, for depression, anxiety, and difficulty falling asleep, waking up during sleep, and extreme fatigue after waking up, respectively.ConclusionThe emotional labor demanded from customer-facing workers, incurred by facing customer complaints and suppressing one's emotions at work, was found to be significantly associated with the development of depression, anxiety, and sleep disturbance symptoms among the Korean working population.© 2019 The Korean Academy of Medical Sciences.

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