• Journal of Information Technology Services
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• v.13 no.2
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• The Journal of Industrial Distribution & Business
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• v.9 no.5
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• pp.93-104
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• 2018

Purpose - This study is to investigate the relationship among emotional intelligence, self-efficacy and job stress of foreign life insurance consultants focusing on the mediating effect of self-efficacy. Regarding job security, in general foreign life insurance companies in Korea have more severe working conditions in terms of required contract performance. For foreign life insurance consultants, they are assumed to need higher level of emotional intelligence and self efficacy to meet the conditions. In this study, focus is cast on these aspects. Research design, data, and methodology - Basically the research is conducted upon questionnaires responded by foreign life insurance consultants. That is, data are collected from 255 sample of insurance consultants who work for a foreign owned life insurance company. The Questionnaire measure the level of emotional intelligence, self-efficacy and job stress of insurance consultants. The data are analyzed using pearson's correlation coefficient and hierarchical multiple regression, descriptive statistics, t-test, ANOVA, Durbin-Watson test. Results - The general characteristics of respondents are gender, age, marital status, education level, income monthly, career length, change jobs no, working day per week, call no. per week, meeting no. with client per week, contract regularity, contract no. per month and cancellation contract per year. The mean of emotional intelligence is 2.63, self-efficacy is 3.44 and job stress is 2.20. Emotional intelligence is composed with mean value of self emotion appraisal(3.93), other's emotion appraisal(3.78), regulation of emotion(3.29) and use of emotion(3.52). The mean of self efficacy is composed with mean value of self-confidence(3.41), self-regulated efficacy(3.59) and preference task difficulty(3.30). The job stress is composed with mean value of job requirement(2.61), lack of job autonomy(1.99), conflict of personal relations(1.99), job instability(2.38), organizational system(2.19) and inappropriate compensation(2.07). There is a significant positive correlation between emotional intelligence and self-efficacy. The emotional intelligence and self-efficacy are significantly negative correlation with job stress. The self-efficacy is showed a mediating variable between emotional intelligence and job stress. Conclusions - To decrease job stress level, foreign life insurance company should find the factors to improve the emotional intelligence and self-efficacy of life insurance consultants, and develop appropriate plans using a mediating role of self- efficacy between emotional intelligence and job stress.

• Journal of Distribution Science
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• v.10 no.10
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• pp.17-24
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• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.

• Journal of the Korea Convergence Society
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• v.9 no.1
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• pp.51-58
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• 2018

The late 20th century saw the industrial period end only to transform into the digital era where people have begun to pay attention to craft because it a field that respects emotion as the essential value, an alternative to overcome the side effect that people have created. Today a new world - where the virtual and the real co-exist through artificial intelligence (AI) - has suddenly approached us and the future of craft is faced with a new situation as it needs to present a new creative solution as a tool that is necessary for human way of life - a tool that has been a necessity throughout history and the evolution of life. As a result for a continued development, craft attempts to establish a new paradigm through current trends represented by our modern society, which is the emergence of creative development through convergence. This study presents creative experiments attempted through the convergence of craft with other heterogeneous tendencies connected to the field. The objective of the study is to enable makers to acquire a more creative way of thinking at the same time as inspiring them and suggesting new creative possibilities in order to develop their work through creative convergence. In Chapter 2, the study investigates on the current status of craft in general, and compares it with what is taking place in Korea; in Chapter 3 the significance of convergence in craft and the process of creating is addressed through case studies. Lastly in Chapter 4, with the basis on analytical case studies, the attribute and the potential of convergence in the field of craft is observed. By analyzing different phenomena presented through attempts to converge in contemporary craft, it has been possible to view the future of the 21st century craft through assessments on what is active and what is as yet hidden potential.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.12
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• pp.264-275
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• 2017

Objective: This study examines the effects of children's art activities through forest experience in relation with Nuri curriculum on environmental sensitivity. Method: A survey was administered to an experimental group of 20 children as well as a control group of 20 children for statistical analysis. after 16-class art activities through forest experience were performed to children aged 4 at a daycare center for 50 days. Result: Children's art activities through forest experience in relation with Nuri curriculum had a positive effect on their environmental sensitivity. In particular, their art activities had a positive effect on their self-awareness, self-regulation, empathy and motivation in the experimental group, supporting the educational effects and benefits of developmental children's art activities through forest experience in relation with Nuri curriculum. In other words, art activities through forest experience are useful in terms of providing children with creative expression activities in art by leading to observation and exploration, as well as educational experiences that have positive attitudes toward the environment. Conclusion: As children's art activities through forest experience have a positive effect on their environmental sensitivity, more useful information on teaching-learning methods will be able to be provided to early childhood teachers in the field. Consequently, children's art activities through forest experience need to be actively introduced in the field of early childhood education as an alternative for learning nature and improving environment-friendly emotional intelligence.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.8
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• pp.324-331
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• 2017

This study consisted of methodological research verifying the validity and reliability of the Korean version of the interpersonal emotion management (IEM) strategies scale after translating and modifying the scale developed by Little et al. The study verified the content validity, construct validity, concurrent validity and reliability based on 189 nurses working at four hospitals in the Seoul and Gyeonggi region. In this study, the Korean version of the IEM strategies scale was comprised of four factors, with a total of 15 questions that included three regarding situation modification, three regarding attention deployment, four regarding cognitive change, and five on modifying emotional response. Furthermore, verification of concurrent validity revealed that the Korean version of the IEM strategies scale was a valid tool as the correlation of the emotional intelligence scale appeared as r=0.60 (p<0.001). The reliability verification showed four factors at Cronbach's ${\alpha}=0.84-90$, confirming that the Korean version of the tool in this study was very reliable.It is important to note that this study provided basic data for the development of educational programs that can effectively control the negative emotions of clinical nurses at the organization level.

• Journal of the Korea Convergence Society
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• v.9 no.11
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• pp.227-235
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• 2018

The aim of this study is to predict the sensitivity of motion sickness (MS) using pattern of cardinal gaze position (CGP) before experiencing the virtual reality (VR) content. Twenty volunteers of both genders (8 females, mean age $28.42{\pm}3.17$) participated in this experiment. They was required to measure the pattern of CGP for 5 minute, and then watched VR content for 15 minute. After watching VR content, subjective experience for MS reported from participants using by 'Simulator Sickness Questionnaire (SSQ)'. Statistical significance between CGP and SSQ score were confirmed using Pearson correlation analysis and independent t-test, and prediction model was extracted from multiple regression model. PCPA & PCPR indicators from CGP revealed significantly difference and strong or moderate positive correlation with SSQ score. Extracted prediction model was tested using correlation coefficient and mean error, SSQ score between subjective rating and prediction model showed strong positive correlation and low difference.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.119-133
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• 2021

Research has been conducted in many fields to identify research trends using text mining, but in the field of emotional labor, no research has been conducted using text mining to identify research trends. This study uses text mining to deeply analyze 1,465 papers at the Korea Citation Index (KCI) from 2004 to 2019 containing the subject word 'emotional labor' to understand the trend of emotional labor researches. Topics were extracted by LDA analysis, and IDM analysis was performed to confirm the proportion and similarity of the topics. Through these methods, an integrated analysis of topics was conducted considering the usefulness of topics with high similarity. The research topics are divided into 11 categories in descending order: stress of emotional labor (12.2%), emotional labor and social support (12.0%), customer service workers' emotional labor (10.9%), emotional labor and resilience (10.2%), emotional labor strategy (9.2%), call center counselor's emotional labor (9.1%), results of emotional labor (9.0%), emotional labor and job exhaustion (7.9%), emotional intelligence (7.1%), preliminary care service workers' emotional labor (6.6%), emotional labor and organizational culture (5.9%). Through topic modeling and trend analysis, the research trend of emotional labor and the academic progress are analyzed to present the direction of emotional labor research, and it is expected that a practical strategy for emotional labor can be established.

• Design Convergence Study
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• v.15 no.1
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• pp.135-150
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• 2016

Due to the development of communication technology and expansion of Intelligent Transport System (ITS), the car is changing from a simple mechanical device to second living space which has comprehensive convenience function and is evolved into the platform which is playing as an interface for this role. As the interface area to provide various information to the passenger is being expanded, the research importance about smart car based user experience is rising. This study has a research objective to propose the guidelines regarding the smart car user experience elements. In order to conduct this study, smart car user experience elements were defined as function, interaction, and surface and through the discussions of UX/UI experts, 8 representative techniques, 14 representative techniques, and 8 locations of the glass windows were specified for each element. Following, the smart car users' priorities of the experience elements, which were defined through targeting 100 drivers, were analyzed in the form of questionnaire survey. The analysis showed that the users' priorities in applying the main techniques were in the order of safety, distance, and sensibility. The priorities of the production method were in the order of voice recognition, touch, gesture, physical button, and eye tracking. Furthermore, regarding the glass window locations, users prioritized the front of the driver's seat to the back. According to the demographic analysis on gender, there were no significant differences except for two functions. Therefore this showed that the guidelines of male and female can be commonly applied. Through user requirement analysis about individual elements, this study provides the guides about the requirement in each element to be applied to commercialized product with priority.

• Journal of Intelligence and Information Systems
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• v.26 no.3
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• pp.1-36
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• 2020

This study is to reveal the acceptance factors of the Market Sentiment Index (MSI) created by reflecting the investor sentiment extracted by processing unstructured big data. The research model was established by exploring exogenous variables based on the rational behavior theory and applying the Technology Acceptance Model (TAM). The acceptance of MSI provided to investors in the stock market was found to be influenced by the exogenous variables presented in this study. The results of causal analysis are as follows. First, self-efficacy, investment opportunities, Innovativeness, and perceived cost significantly affect perceived ease of use. Second, Diversity of services and perceived benefits have a statistically significant impact on perceived usefulness. Third, Perceived ease of use and perceived usefulness have a statistically significant effect on attitude to use. Fourth, Attitude to use statistically significantly influences the intention to use, and the investment opportunities as an independent variable affects the intention to use. Fifth, the intention to use statistically significantly affects the final dependent variable, the intention to use continuously. The mediating effect between the independent and dependent variables of the research model is as follows. First, The indirect effect on the causal route from diversity of services to continuous use intention was 0.1491, which was statistically significant at the significance level of 1%. Second, The indirect effect on the causal route from perceived benefit to continuous use intention was 0.1281, which was statistically significant at the significance level of 1%. The results of the multi-group analysis are as follows. First, for groups with and without stock investment experience, multi-group analysis was not possible because the measurement uniformity between the two groups was not secured. Second, the analysis result of the difference in the effect of independent variables of male and female groups on the intention to use continuously, where measurement uniformity was secured between the two groups, In the causal route from usage attitude to usage intention, women are higher than men. And in the causal route from use intention to continuous use intention, males were very high and showed statistically significant difference at significance level 5%.