• Journal of dental hygiene science
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• v.13 no.1
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• pp.71-76
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• 2013

The purpose of this study was to examine the relationship of service education to the emotional labor of dental hygienists and influential factors for their job burnout. The subjects in this study were 155 dental hygienists, on whom a survey was conducted. The findings of the study were as follows: The respondents who ever received service education and were satisfied with that education were better at emotional regulation. After job burnout was classified into physical symptoms and psychological symptoms, a multiple regression analysis was carried out to explore what variables would affect the two subfactors. And it's found that psychological symptoms were positively affected by emotional dissonance. The above-mentioned findings illustrated that service education had something to do with the emotional labor of the dental hygienists, and that the emotional labor of the dental hygienists had an impact on their job burnout.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.49-67
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• 2021

This study analyzed the effects of hospital service quality, emotional attachment, and perceived value on customer satisfaction. In particular, the purpose of this study was to understand the role of emotional attachment and perceived value in the relationship between hospital service quality and customer satisfaction. For this purpose, the results of structural equation model analysis with the data collected by conducting a survey on customers visiting small and medium-sized hospitals were as follows. First, hospital service quality felt by hospital customers had a significant effect on emotional attachment and customer satisfaction, but had no significant effect on perceived value. Second, the emotional attachment felt by customers who visited the hospital had a significant effect on perceived value and customer satisfaction. Third, emotional attachment felt by customers in the relationship between hospital service quality and customer satisfaction had a significant mediating effect. Through the above results, it was confirmed that the service quality felt by customers visiting the hospital leads to attachment to the doctor's competence and medical technology competency, which leads to an increase in customer satisfaction through this attachment. The implications obtained based on these results are as follows. In order for the service quality felt by the customers who visit the hospital to lead to customer satisfaction, above all, it is important to focus on the emotional attachment they can have and find a strategy to improve the service quality. In other words, it is necessary to establish excellent medical staff and medical technology so that hospital customers can have high confidence in the competence of doctors and medical technology, and establish a public relations strategy that can effectively display these competences. Through these efforts, hospital customers will feel a strong attachment to doctors and medical technology, which will increase their satisfaction with the hospital.

• Journal of Distribution Science
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• v.9 no.4
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• pp.75-82
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• 2011

Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to 'Emotional Labor', and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

• The Journal of the Korea institute of electronic communication sciences
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• v.10 no.11
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• pp.1297-1306
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• 2015

The introduction of multimedia 119-notification service utilizing smart devices causes firefighters to be more exposed to emotional labor. The purpose of this study is to investigate the effect of increased emotional labor of firemen on job satisfaction. As a result, the higher the emotional labor of firefighters is, the higher job stress (${\beta}=0.166$, p=0.000) and social support(${\beta}=0.540$, p=0.000) are. But job satisfaction tends to be lower(${\beta}=-0.136$, p=0.000). As they play an important role to protect the safety and property of citizens. their job satisfaction becomes the driving force of their duty. Therefore, we think that some systematic and substantial prevention curriculum to manage their emotional labor is required.

• Journal of Digital Convergence
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• v.17 no.1
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• pp.149-158
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• 2019

In this study, the concept of emotional labor and AI(appreciative inquiry) are connected to examine how acceptance of AI, which is related to changes in hospital organizational culture, affects nurses' emotional labor, organizational commitment, and job satisfaction. For this purpose, the data collected from 156 nurses working at a major hospital were analyzed using structural equation modeling. The findings of this study are as follows: First, nurses' acceptance of AI had a significant positive effect on deep acting but not on surface acting. Second, deep acting had a significant positive effect on organizational commitment, but surface acting did not. Third, nurses' organizational commitment had a significant positive effect on job satisfaction. Fourth, deep acting significantly mediated the relationship between nurses' acceptance of AI and organizational commitment, but surface acting did not. Fifth, deep acting and organizational commitment significantly mediated the relationship between nurses' acceptance of AI and job satisfaction, but surface acting and organizational commitment did not. Theoretical and practical implications are provided based on the relationships between the variables found in this study.

• Convergence Security Journal
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• v.11 no.5
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• pp.53-63
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• 2011

The purpose of this study is to investigate the causal relationships among corporate social responsibility, job satisfaction, and organization commitment in the Private Security Provides's. One hundred eight one questionnaires, with a 72.4% response rate from a convenient sample of 12 security organization guards, were utilized to study the relationships between research constructs. SPSS(14.0 version) were guard to analyze the unintentionality of research concepts and reliability test, and confirmatory factor analysis were performed. Factor analyses identified three internal dimensions of relational factor as superior relation. There are among results, first, the corporate social responsibility is influencing to job satisfaction positively. second, the corporate social responsibility is influencing to organizational commitment positively. third, the job satisfaction is influencing to organizational commitment positively.

• Science of Emotion and Sensibility
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• v.1 no.1
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• pp.113-122
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• 1998

인간의 감성은 감정과는 구분되는 심리적 현상으로, 감정이 강도가 높으며 생리적, 신체적 반응을 동반하는데 비하여, 감성은 강도가 낮으며 겉으로 나타나는 생리적 변화가 없다. 감정은 외부의 감각자극에 대하여 두뇌에서 단계적인 정보처리의 결과로 나타나지만 감성은 반사적이고 직관적으로 발생된다. 감정은 하나의 대상에 대하여 여러사람이 유사한 반응을 보이는 공통성과 객관성을 갖지만, 감성은 동일한 대상에 대해서도 개인에 따라 다양하게 나타나며 시간과 환경에 따하서도 변화한다. 감정은 일반성, 객관성, 반복성과 같은 학문적 연구대상으로서의 조건을 만족시키고 있으나, 감성은 그 특성이 학문이나 연구의 대상이 되기 위한 조건들을 충족시키지 못하며, 따라서 연구대상으로 인정받지 못하고 있다. 감성이 감정에 비하여 가장 두드러지는 점은 감정의 종류가 외부자극의 종류에 따라 결정되어지는 반면 감성의 발생은 개인의 재부상태, 즉 생활경험에 의한 기억에 의존한다는 점이다. 감성의 개인성, 변화성, 불확실성, 애매모호성등을 설명할 수 있기 위해서는 기존의 학문이 갖는 폐쇄성에서 벗어나 보다 많은 변수를 체계적이고 다각적으로 고려하는 새로운 접근이 필요하다. 학문과 연구대상에 대한 조건의 확대가 요구된다고 할 수 있다. 개인의 감성은 해당 시점에서 개인이 갖고 있는 심리상태와 함깨 연령, 성별, 교육정도, 건강상태와 같은 개인요소뿐만 아니라 개인의 의식과 생활에 영향을 미치는 가정과 사회특성, 나아가 전통과 관습, 종교, 환경등와 같은 문화적 특성에 의해서도 변화된다. 그리고 이들 요소들을 개인이 처한 상황에 따라 영향의 정도가 다양하게 변화한다. 많은 요인들에 의하여 다양하게 변화되는 감성은 감성의 영향을 받는 생활환경과 결합되고, 생활경험을 중심으로 한 기억은 두뇌의 Limbic system은 자율신경계를 조절하는 hypothalamus와 밀접한 관계를 갖고 있다. 따라서 감성의 측정평가를 위해서는 생활경험에 영향을 미치는 제반 요인들의 파악과 함께 자율신경계의 반응을 측정할 수 있는 방법의 개발이 요구된다.

• The Journal of the Korea Contents Association
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• v.12 no.7
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• pp.147-155
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• 2012

This study is to analyze the difference of the post-viewing emotion and behavior of the audience at a dance performance by general characteristics of the audience. To attain the goal of the study described above paragraphs, the audience of dance performance located in Seoul and Kyoungki-Do was set as a collected group. Then, using the convenience sampling method, finally drew out and analyzed 280 people in total. statistic analysis techniques were used SPSS 18.0 program. Based on the statistical methods above, we had the result of data analysis as follows; First, among the general characteristics(job, viewing frequency, dance experience, and genre), had significantly effect on the post-viewing emotion(positive emotion, satisfaction) Second, among the general characteristics(job, viewing frequency, dance experience, and genre), all the factors had significantly effect on post-viewing behaviors(researching, respectating intention).

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.6
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• pp.2540-2550
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• 2012

The purpose of this study to analysis influence commitment and post-purchase satisfaction on VMD components within SPA stores. VMD Components are consist of product directing and space directing as independent variables, we are empirical study on affective commitment and post product purchasing satisfaction. To validate the hypothesis by path analysis conducted between variables using SPSS 12.0 and LISREL8.7, the results are as follows : First, product directing and space directing have significant effect on commitment and post-purchase satisfaction. Second, commitment have significant effect on post-purchase satisfaction. Third, we found commitment have mediate effects from analysis direct affect and indirect affect of path coefficients. Contribution of this study to found VMD components consist of product directing and space directing are both important factors SPA stores, among them space directing is more important role commitment and after purchasing satisfaction. And that is based on emotion-cognitive theory by revalidation, these results are used on developing VMD strategy that is required at the time of practical and theoretical guidance of SPA stores.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.9
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• pp.6071-6079
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• 2015

The purpose of this study is to identify the effect of the emotional quotient of emotional laborers working in a social space on their vocational emotional satisfaction, including job satisfaction and organizational commitment. Research subjects were 58 registered nurses in care units at a University hospital located in K city of Korea and 48 Secondary schoolteachers. Data were collected from June 15 throughout June 22, 2014. Data were analyzed by SPSS 17.0 program, using statistical methods including Pearson's correlation coefficient and stepwise multiple regression. It was found that there was a significant correlation between emotional quotient of emotional laborers, vocational emotional satisfaction, job satisfaction, organizational commitment. That is, the higher the emotional quotient of emotional laborers, the better the vocational emotional satisfaction, job satisfaction and the organizational commitment was. It could be the baseline data for providing working conditions and efficient system of emotional laborer.