The relationship between emotional labor status and workplace violence among toll collectors

Abstract

BackgroundThis study aimed to identify the emotional labor and workplace violence status among toll collectors by assessing and comparing the same with that in workers in other service occupation. It also aimed to analyze the relationship between emotional labor and workplace violence.MethodsThis study examined emotional labor and workplace violence status in 264 female toll collectors from August 20 to September 4, 2015. The emotional labor was assessed using the Korean Emotional Labor Scale (K-ELS), and a questionnaire was used to examine the presence or absence, and type and frequency of workplace violence experienced by the subjects. A linear regression analysis was also performed to analyze the relationship between workplace violence and emotional labor.ResultsThe scores on “emotional demanding and regulation (p < 0.001),” “overload and conflict in customer service (p = 0.005),” “emotional disharmony and hurt (p < 0.001),” and “organizational surveillance and monitoring (p < 0.001)” among the sub-categories of emotional labor were significantly high and indicated “at-risk” levels of emotional labor in those who experienced workplace violence, whereas they were “normal” of emotional labor in those who did not. Even after being adjusted in the linear regression analysis, the emotional labor scores for the above 4 sub-categories were still significantly high in those who experienced workplace violence. On comparing the present scores with 13 other service occupations, it was found that toll collectors had the highest level in “emotional disharmony and hurt,” “organizational surveillance and monitoring,” and “organizational supportive and protective system”.ConclusionsThis study found that the toll collectors engaged in a high level of emotional labor. Additionally, there was a significant relationship between emotional labor and the experience of workplace violence among the toll collectors.

Mediating effects of workplace violence on the relationships between emotional labour and burnout among clinical nurses

“…In a study by Yoon and Kim (), workplace violence was found to be a factor that regulates the relationship between emotional labour and the mental health of social workers. Further research identified the presence of a relationship between emotional labour and workplace violence (Joo & Rhie, ). Based on this body of work, workplace violence might be a mediator between emotional labour and burnout.…”

“…Emotional labourers are frequently exposed to violence in their interactions with customers and emotional labour is known to be highly associated with workplace violence experience (Chang, 2014;Grandey, Kern, & Frone, 2007;Joo & Rhie, 2017;Mayhew, 2003).…”

The impact of emotional labor on the health in the workplace: a narrative review of literature from 2013–2018

“…Joo and Rhie (2017) [20] studied 264 female Korean toll collectors to examine their emotional labor and workplace violence status. In their discussion, the researchers were able to infer that the toll collectors were liable to suffer from depression as a result of the high intensity of emotional labor during the course of discharging their duties [20].…”

“…Joo and Rhie (2017) [20] studied 264 female Korean toll collectors to examine their emotional labor and workplace violence status. In their discussion, the researchers were able to infer that the toll collectors were liable to suffer from depression as a result of the high intensity of emotional labor during the course of discharging their duties [20]. Furthermore, in their discussion, the researchers inferred that some of the benefits of engaging in emotional labor include better blood circulation as a result of smiling, as well as a general sense of wellbeing due to the release of certain neurotransmitters when emotional labor is done [20].…”

“…In their discussion, the researchers were able to infer that the toll collectors were liable to suffer from depression as a result of the high intensity of emotional labor during the course of discharging their duties [20]. Furthermore, in their discussion, the researchers inferred that some of the benefits of engaging in emotional labor include better blood circulation as a result of smiling, as well as a general sense of wellbeing due to the release of certain neurotransmitters when emotional labor is done [20]. On the negative side, the researchers discussed that emotional labor may lead to the onset of neural problems, musculoskeletal malfunctions, subjective dysesthesia and cardiovascular diseases [20].…”