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http://dx.doi.org/10.14400/JDC.2020.18.12.497

Case Analysis and Proposal of Visual Installations for the Purpose of Improving the Awareness of Emotional Labor  

Kim, Suk-Rae (Dept, Multimedia, Inje University)
Yang, Keun-Young (Design Institute, Inje University)
Publication Information
Journal of Digital Convergence / v.18, no.12, 2020 , pp. 497-505 More about this Journal
Abstract
As social interest in emotional labor grows, there are many related studies in progress in recent times. However most of the studies are focused on preventing harmful effects of emotional labor or seeking effective follow-up measures from the service provider's point of view. For this reason, with focusing on the bank teller service which is one of most representative face-to-face emotional labor, this study was progressed to suggest improvement measures by identifying and analyzing the current status of visual installations at the work space for awareness improvement of emotional labor from the customer's point of view. To this end, after a prior study, an field survey of 10 banks in the first financial sector was conducted to draw out problems and finally propose improvement directions with four aspects in link with the problems presented. This study is expected to have meaning in terms of securing diversity in emotional labor related research.
Keywords
Emotional Labor; Bank Teller Service; Visual Installation; Awareness Improvement; Improvement Direction;
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Times Cited By KSCI : 1  (Citation Analysis)
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