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

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.