scholarly journals Insomnia, excessive daytime sleepiness, anxiety, depression and socioeconomic status among customer service employees in Canada

2019 ◽  
Author(s):  
FA Etindele Sosso
Keyword(s):  
Socioeconomic Status ◽  
International Students ◽  
Customer Service ◽  
Excessive Daytime Sleepiness ◽  
Daytime Sleepiness ◽  
Anxiety And Depression ◽  
Full Time ◽  
Service Employees ◽  
Part Time ◽  
Anxiety Depression

ABSTRACTObjectivesThe present study alerts on the potential effect of working full time in a call center as a risk factor for neuropsychiatric illnesses. It is the first study investigating deeply presence of anxiety, depression, insomnia and excessive daytime sleepiness among a large population of customer service employees. It has 3 specifics goals which were (1) document presence of sleep disorders among customer service advisors (2) document presence of anxiety and depression in this population (3) determine the influence of the socioeconomic status, duration in position and full time or part-time shift on the diseases above.FindingsIt was found that the majority of people working in customer service are undergraduate students or at a secondary/high school degree. They worked full time, are single and have reported at least two of the neuropsychiatric disorders assessed in the present study. Among customer service advisors enrolled in this study, all neuropsychiatric disorders investigated were present and significantly higher for those working full time. Perceived socioeconomic status (pSES) was almost similar for full time and part time workers with a mean score of 4.8 on the MacArthur scale of subjective social status. Results revealed that duration in position was an excellent predictor of insomnia, sleepiness and anxiety (respectively with R2=91,83%, R2=81,23% and R2=87,46%) but a moderate predictor of depression (R2=69,14%). The pSES was a moderate predictor of sleep disorders (respectively R2=62,04% for insomnia and R2=53,62% for sleepiness) but had a strong association with anxiety and depression (R2=82,95% for anxiety and R2=89,77% for depression). It was found that insomnia and anxiety are more prevalent for immigrants and international students compared to Canadians, while depression was similarly higher for Canadian and immigrants compared to international students. It was found that sleepiness has the same trend in the three subgroups.ConclusionCustomer service employees are exposed to a continuous stimulation of their cognitive functions in addition to different stressors which can progressively and silently damage the nervous system. Investigations on mental and physical health of customer service advisors are worthy of interest, and understanding how their work, their rotating shifts and their socioeconomic status influence their resilience and their performance at work; may help comprehension of similar health issues emerging in similar populations with similar occupations.

Emotional labor of customer service employees in China

2019 ◽  
Vol 10 (1) ◽  
pp. 2-16
Author(s):  
Yuyan Zhang ◽  
Alexandra Luong
Keyword(s):  
Job Satisfaction ◽  
Socioeconomic Status ◽  
Customer Service ◽  
Emotional Labor ◽  
Well Being ◽  
Surface Acting ◽  
Chinese Sample ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose The current study aims to examine the antecedents and outcomes of emotional labor strategies (i.e. surface acting and deep acting) among service employees in China. The study proposed employees’ perceived closeness with customers and customers’ socioeconomic status will predict deep acting and surface acting, respectively. It further examined the mediating role of emotional labor between perceived customer attributes and employee well-being (i.e. burnout and job satisfaction). Design/methodology/approach One hundred and one employees at a jewelry store in China completed a survey regarding their perceptions of customers, use of emotional labor and well-being (e.g. job satisfaction and burnout). Correlational and regression analyses were conducted to examine the predictors and outcomes of different emotional labor strategies. Findings Perceived closeness with the customer group predicted employees’ use of deep acting, whereas perceived customer socioeconomic status did not predict the use of surface acting. Deep acting was negatively related with burnout, whereas surface acting did not predict burnout. Deep acting mediated the relationship between perceived closeness with customers and burnout. Practical implications To maintain employee well-being, organizations can promote a service climate to enhance employees’ perceived relationship with customers. Originality/value The study specifies the interpersonal context in which employees use different emotional labor strategies; the perceived closeness with customers predicts less burnout via the use of more deep acting. This study also supplements the existing research on emotional labor based on a Chinese sample; deep acting predicts employee well-being.

Study-work-life balance: Challenges for international students

2020 ◽  
Vol 4 (2) ◽  
pp. 223-233
Author(s):  
Martin Lukas Mahler
Keyword(s):  
International Students ◽  
Host Country ◽  
Work Experience ◽  
Online Survey ◽  
Work Life ◽  
Work Life Balance ◽  
Support Network ◽  
Full Time ◽  
Life Balance ◽  
Part Time

The purpose of this article is to explore to what extent international students may be affected by a lack of study/work-life balance or study-work-life balance amongst those who study (full-time) and work part-time. International students tend to face more pressures due to usually lacking a support network, at least for some time once arriving in the host country. Such pressures may be financial or social and may be due to a lack of awareness of host country norms and regulations or due to language barriers. An online survey informed by work-life balance theory was completed by 42 international students. The findings from the analysis of responses were that while most respondents were satisfied with their study-work-life balance, some although managing overall, faced pressures. A key finding was that the students managed due to the student visa condition restricting employment to a maximum of twenty hours per week. This seems to have helped respondents to focus more time on their studies, however, may add to financial pressures or put international students at a disadvantage over their domestic peers in terms of gaining work experience. Further, findings have uncovered that although working while studying provides additional pressures, it creates benefits through the ability to build a support network.

A Case-Control Study on Excessive Daytime Sleepiness in Episodic Migraine

Cephalalgia ◽  
2007 ◽  
Vol 27 (10) ◽  
pp. 1115-1119 ◽  
Author(s):  
P Barbanti ◽  
G Fabbrini ◽  
C Aurilia ◽  
N Vanacore ◽  
G Cruccu
Keyword(s):  
Excessive Daytime Sleepiness ◽  
Daytime Sleepiness ◽  
Case Control Study ◽  
Sleep Problems ◽  
Episodic Migraine ◽  
Case Control ◽  
Anxiety And Depression ◽  
Affective Symptoms ◽  
Control Study

Migraine patients often complain of sleepiness, a problem that manifests both during and outside an attack, may impair the quality of life and can lead to potentially harmful situations. Findings from an uncontrolled study suggest that a high percentage of migraineurs experience excessive daytime sleepiness (EDS). We investigated EDS in a case-control study on 100 patients with episodic migraine and 100 age- and sex-matched healthy controls and also assessed sleep quality, anxiety and depression. Although it was found that EDS was more frequent in migraineurs than in controls (14% vs. 5%; odds ratio 3.1; 95% confidence interval 1.1–8.9), the frequency was lower than previously reported. EDS correlated with migraine disability, sleep problems and anxiety. EDS in patients with migraine probably stems from the full constellation of headache-sleep-affective symptoms resulting from the complex clinical burden of the disease.

scholarly journals A 10-Year Follow-Up of Excessive Daytime Sleepiness in Parkinson’s Disease

2019 ◽  
Vol 2019 ◽  
pp. 1-7
Author(s):  
Arja Höglund ◽  
Peter Hagell ◽  
Jan-Erik Broman ◽  
Sven Pålhagen ◽  
Kimmo Sorjonen ◽  
...  
Keyword(s):  
Parkinson’S Disease ◽  
Parkinson's Disease ◽  
Excessive Daytime Sleepiness ◽  
Daytime Sleepiness ◽  
Motor Symptoms ◽  
Sleep Habits ◽  
Standardized Interview ◽  
Nonmotor Symptom ◽  
Anxiety Depression

Introduction. The aim of this prospective study was to investigate excessive daytime sleepiness (EDS) over time and in relation to other PD symptoms among people with Parkinson’s disease (PD). Methods. Thirty participants younger than 65 years with PD were randomly selected. At inclusion, mean (SD) disease duration was 6.2 (4.8) years and median (min-max) severity of PD was classified as stage II (stages I–III) according to Hoehn and Yahr. Participants were followed annually for 10 years with clinical assessments of their PD status, medications, comorbidities, and a standardized interview about their sleep habits and occurrence of daytime sleepiness. EDS was assessed by the self-reported Epworth Sleepiness Scale (ESS). Seventeen participants completed the 10-year longitudinal follow-up. Results. Fifteen of 30 persons were classified to suffer from EDS (ESS > 10) at baseline. At the group level, EDS remained stable over 10 years and did not deteriorate in parallel with worsening of motor symptoms. Furthermore, EDS was associated with sleep quality, fatigue, anxiety, depression, and axial/postural/gait impairments. Conclusions. EDS did not worsen over 10 years, although other PD aspects did. EDS in PD seems to be a complex nonmotor symptom that is unrelated to deterioration of motor symptoms in PD.

scholarly journals Prevalence and Risk Factors of Excessive Daytime Sleepiness in a Community Sample of Young Children: The Role of Obesity, Asthma, Anxiety/Depression, and Sleep

SLEEP ◽  
2011 ◽  
Vol 34 (4) ◽  
pp. 503-507 ◽  
Author(s):  
Susan L. Calhoun ◽  
Alexandros N. Vgontzas ◽  
Julio Fernandez-Mendoza ◽  
Susan D. Mayes ◽  
Marina Tsaoussoglou ◽  
...  
Keyword(s):  
Risk Factors ◽  
Young Children ◽  
Excessive Daytime Sleepiness ◽  
Daytime Sleepiness ◽  
Community Sample ◽  
Anxiety Depression

Orexin-A CSF levels correlate with anxiety but not excessive daytime sleepiness in chronic migraine

2011 ◽  
pp. 41-45
Author(s):  
Mario Fernando Prieto Peres ◽  
Domingos Savio Vieira ◽  
Marcelo Rodrigues Masruha ◽  
André Leite Gonçalves ◽  
Juliane Prieto Peres Mercante ◽  
...  
Keyword(s):  
Chronic Migraine ◽  
Excessive Daytime Sleepiness ◽  
Daytime Sleepiness ◽  
Comorbid Conditions ◽  
Orexin A ◽  
Reproductive Behaviors ◽  
Csf Levels ◽  
Anxiety Levels ◽  
Anxiety Depression

Background: The hypothalamus is a key brain region in the control of energy metabolism, sleep and circadian rhythms, stress and anxiety, food intake, sexual and reproductive behaviors. Orexin-A (hypocretin-1) is a neuropeptide, synthesized in the hypothalamus extensively linked to sleep/wake states, particularly excessive daytime sleepiness. Chronic migraine is comorbid with several conditions but little is known about its mechanisms. We aimed to study the role of orexin-A in the mechanism of chronic migraine and comorbid conditions. Methods: We studied orexin-A levels in the CSF of 60 chronic migraine patients, comparing with age and sex matched controls, and comorbidity with anxiety, depression and excessive daytime sleepiness, using appropriate scales. Results: Orexin-A levels were inversively correlated with anxiety levels (r=-308, p=0,03), but not depression and excessive daytime sleepiness. Orexin levels in CM patients were not different than controls. Discussion/Conclusion: Anxiety in CM may be due to a decrease in orexin-A or may be the cause of its depletion. The orexinergic system may be implicated in anxiety comorbid with migraine.

scholarly journals No one is safe! But who’s more susceptible? Locus of control moderates pandemic perceptions’ effects on job insecurity and psychosocial factors amongst MENA hospitality frontliners: a PLS-SEM approach

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Ali B. Mahmoud ◽  
William D. Reisel ◽  
Dieu Hack-Polay ◽  
Leonora Fuxman
Keyword(s):  
Locus Of Control ◽  
Psychosocial Factors ◽  
Customer Service ◽  
Job Insecurity ◽  
Job Burnout ◽  
External Locus ◽  
Service Employees ◽  
Internal Locus ◽  
Internal Locus Of Control ◽  
Anxiety Depression

Abstract Background The research aimed to formulate and test a model concerning COVID-19 perceptions effects on job insecurity and a set of psychosocial factors comprising anxiety, depression, job burnout and job alienation in the Middle East and North African (hereafter, MENA) regional context. Also, the study attempted to examine whether locus of control can moderate these hypothesised linkages amongst customer service employees working in MENA hospitality organisations. Methods The study is based on a sample of 885 responses to an online survey and Partial Least Square Structural Equation Modelling (PLS-SEM). Results The main findings show the existence of a significant correlation between COVID perceptions and job insecurity and all psychosocial factors, i.e., more intense COVID-19 perceptions accompany higher levels of job insecurity, anxiety, depression, job burnout and job alienation. Furthermore, our results revealed that, in pandemic time, hospitality customer service employees with external locus of control are more likely to suffer higher alienation, anxiety and depression than those with internal locus of control. Conclusions The research originality centres on the establishment that COVID-19 has a severe negative impact within the hospitality customer service labour force (in the MENA region). These effects were more profound for participants who claimed external locus of control than those with internal locus of control.

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