Choi Sunguk, Ko Kwon, Park Jae Bum, Lee Kyung-Jong, Lee Seungho, Jeong Inchul
Department of Occupational and Environmental Medicine, Ajou University Hospital, Suwon, Korea.
Department of Occupational and Environmental Medicine, Ajou University School of Medicine, Suwon, Korea.
Ann Occup Environ Med. 2020 Sep 10;32:e33. doi: 10.35371/aoem.2020.32.e33. eCollection 2020.
Job insecurity and emotional labor are poor job-related factors that are known to cause sleep disturbances in customer service workers. This study investigates the combined effect of emotional labor and job insecurity on sleep disturbance.
This study used data from the Fifth Korean Working Condition Survey and included 15,147 paid workers who serve customers below 65 years. We re-classified into 6 groups based on whether the degree of emotional labor increased (Rarely/Sometimes/Always) or whether job insecurity (No/Yes) was present. We performed propensity score matching for several covariates and calculated odds ratio (OR) and 95% confidence intervals (CIs) for sleep disturbance by logistic regression models using only matched subjects.
Workers exposed to emotional labor and job insecurity had significantly higher risk for 3 dimensions of sleep disturbance (difficulty falling asleep, waking up repeatedly during the sleep, and waking up with feeling of fatigue) (OR [95% CI]: 1.44 [1.22-1.69], 1.18 [0.99-1.40], 1.52 [1.30-1.79] for emotional labor; and 2.00 [1.75-2.29], 2.20 [1.91-2.53], 1.67 [1.45-1.92] for job insecurity). Compared to those who were exposed to both emotional labor rarely and without job insecurity, when workers had both poor job factors, the OR (95% CI) for sleep disturbance for difficulty falling asleep, waking up repeatedly during the sleep, and waking up with feeling of fatigue were 3.05 (2.42-3.86), 2.89 (2.26-3.69), and 2.60 (2.06-3.29), respectively. The relative excess risk due to Interaction of job insecurity and emotional labor was significant only for difficulty falling asleep, but not the other 2 sleep disturbance dimensions.
Customer service workers suffered from severe sleep disturbances according to the existing degree of emotional labor and job insecurity. The combined effect of both could have an additive influence on serious sleep disturbance among customer service workers.
工作不安全感和情绪劳动是与工作相关的不良因素，已知会导致客服人员出现睡眠障碍。本研究调查情绪劳动和工作不安全感对睡眠障碍的综合影响。
本研究使用了韩国第五次工作条件调查的数据，纳入了15147名服务65岁以下客户的有偿工作者。我们根据情绪劳动程度是否增加（很少/有时/总是）或是否存在工作不安全感（无/有）将其重新分为6组。我们对几个协变量进行了倾向得分匹配，并使用仅匹配的受试者通过逻辑回归模型计算睡眠障碍的比值比（OR）和95%置信区间（CI）。
暴露于情绪劳动和工作不安全感的工人在睡眠障碍的三个维度（入睡困难、睡眠中反复醒来、醒来时感到疲劳）上的风险显著更高（情绪劳动的OR[95%CI]：1.44[1.22 - 1.69]、1.18[0.99 - 1.40]、1.52[1.30 - 1.79]；工作不安全感的OR[95%CI]：2.00[1.75 - 2.29]、2.20[1.91 - 2.53]、1.67[1.45 - 1.92]）。与很少暴露于情绪劳动且没有工作不安全感的人相比，当工人同时存在这两种不良工作因素时，入睡困难、睡眠中反复醒来、醒来时感到疲劳的睡眠障碍OR（95%CI）分别为3.05（2.42 - 3.86）、2.89（2.26 - 3.69）和2.60（2.06 - 3.29）。工作不安全感和情绪劳动相互作用导致的相对超额风险仅在入睡困难方面显著，在其他两个睡眠障碍维度上不显著。
客服人员根据现有的情绪劳动程度和工作不安全感遭受严重的睡眠障碍。两者的综合作用可能会对客服人员的严重睡眠障碍产生累加影响。
