• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.5
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• pp.251-264
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• 2022

Previous researches related to emotional labor have been cross-sectional studies focusing on static differences in emotional exhaustion. Previous studies on these relationships have not highlighted the dynamic properties of these relationships. This purpose of this study is to investigate the effect of emotional labor strategy on perceived emotional exhaustion and depression. This study was conducted by paying attention to the fact that service industry workers who have to respond kindly to customers often have to show emotions which is necessary for their business to the outside world rather than showing their true emotions. The results of this study are summarized as follows. First, it was confirmed that surface acting had a positive influence on emotional exhaustion, but deep acting had a negative influence to emotional exhaustion. Second, it was found that surface acting had a positive influence on depression, but deep acting had a negative influence on depression. Third, it was confirmed that the effect of deep acting on emotional exhaustion decreased when emotional labor was performed through deep acting on Mondays, Tuesdays, and Wednesdays, while emotional exhaustion was not significant on Thursdays and Fridays. Fourth, it was confirmed that the difference in the effect of emotional labor strategy on depression was greater in the case of performing emotional labor through surface acting than in the case of performing emotional labor through deep acting.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.507-513
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• 2021

The purpose of this study is to understand the effects of adolescents' emotional control strategies on emotional instability and stress. Study subjects included 124 adolescents from Ulsan city. Frequency analysis, reliability analysis, and correlation analysis were performed using the SPSS 22.0 program, and multiple regression analysis was performed on the causal relationships between variables. First, as a result of examining the effect of adolescents' emotion control strategies on job burnout, it was found that emotion-centered strategy, a sub-factor of emotion control strategy, had a significant effect on emotional instability. On the other hand, it was found that cognitive-oriented strategy factors did not significantly affect emotional instability. Second, as a result of examining the effect of emotion control strategies on stress, it was found that emotion-centered strategies, a sub-factor of emotion control strategy, had a significant negative (-) effect on stress. On the other hand, it was found that cognitive-oriented strategy factors did not significantly affect stress. These results imply that higher emotion-centered strategies lead to lower emotional instability and stress. This study provides basic data for preparing plans to reduce the emotional instability and stress of adolescents.

• Journal of The Korean Association For Science Education
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• v.36 no.2
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• pp.231-251
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• 2016

The goal of the study was to examine pre-service teachers' emotional experiences, especially during student teaching. The following questions guided this study. First, during student teaching, what are the characteristics of emotional experiences of pre-service science teachers? Second, what are used as the emotional rules and strategies by student teacher? In this study, we tracked nine pre-service science teachers over a four-week period of the student teaching. The data sources were lesson observations, interviews, emotional journals, and video-recorded classroom lessons. Results showed that student teachers experienced various 25 different types of emotions which were reported as the primary emotions of Koreans. The main subjects for interaction for positive emotions were students. For negative emotions, students, teachers and student teachers themselves all resulted in such negative emotional experiences. When the student teachers experienced negative emotions, they followed the emotional rule that their emotions should not be expressed in front of the students. Because of this, they tried various strategies for controlling emotions, such as 'understanding students', 'finding the positive side', 'seeing good students', 'ignoring', 'holding back', 'evading', and 'giving up'. Finally, suggestions for teacher education were discussed.

• Journal of Software Assessment and Valuation
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• v.17 no.2
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• pp.1-10
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• 2021

The ability to recognize human emotions by computer vision is a very important task, with many potential applications. Therefore the demand for emotion recognition using not only RGB images but also thermal images is increasing. Compared to RGB images, thermal images has the advantage of being less affected by lighting conditions but require a more sophisticated recognition method with low-resolution sources. In this paper, we propose a Divide and Conquer-based CNN training strategy to improve the performance of facial thermal image-based emotion recognition. The proposed method first trains to classify difficult-to-classify similar emotion classes into the same class group by confusion matrix analysis and then divides and solves the problem so that the emotion group classified into the same class group is recognized again as actual emotions. In experiments, the proposed method has improved accuracy in all the tests than when recognizing all the presented emotions with a single CNN model.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.113-128
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• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.

• The Journal of the Korea Contents Association
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• v.21 no.4
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• pp.262-277
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• 2021

In order to explore the power process, a hypothetical model which explains the interrelationships among 3 marital power(traditional, egalitarian, personal), 3 influence strategies(reward, coercion, emotional), and 2 negative conflict resolution styles(attack vs. avoidance) was developed. In order to examine the gender differences, male model and female model were developed separately and compared. Using the data collected from 182 males and 196 females, the hypothetical model was tested. For data analysis, SEM was used. As a result, 3 common paths were found: Greater use of emotional influence strategy increased attack as well as avoidance. Greater egalitarian power increased reward. Egalitalian power affected the use of coercion, but the direction was opposed: male's egalitarian power decreased coercion, while female's egalitarian power increased it. Except these, the analyses revealed the substantial differences between male and female. Based on the findings, the ways to reduce attack and avoidance, and theoretical implications were discussed.

• Management & Information Systems Review
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• v.34 no.5
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• pp.191-212
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• 2015

Unlike the existing researches related to salespersons, this study intends to place the focus on salespersons' psychological characteristic as an element affecting their selling behavior. This is because employees' psychological characteristic is very likely to affect their devotion and commitment to relationship with customers and long-term production by a company. In particular, salespersons are likely to get a feeling of fatigue or loss, or make a cynical or cold response to customers because of frequent interaction with them, and to show emotional indifference in an attempt to keep their distance from customers. But the likelihood can vary depending on salespersons' own psychological characteristic; in particular, the occurrence of these phenomena is very likely to vary significantly depending on relationship belief in interpersonal relations. In the field of psychology, under way are researches related to personal psychological characteristics to improve the quality of interpersonal relations and to maximize personal performance and enhance situational adaptability during this process; it is a personal relationship belief that is recently mentioned as such a psychological characteristic. For salespersons having frequent interaction with customers, particularly, relationship belief can be a very important element in forming relations with customers. So this study aims at determining how salespersons' relationship belief affects negative emotion regulation strategies and prosocial behavior to customer. As a result, salespersons' relationship belief was found to have effects on their negative emotion regulation strategies and prosocial behavior to customer. Negative emotion regulation strategies was found to have effects on prosocial behavior. Salespersons with intimate relationship belief try to use active regulation, support-seeking regulation and salespersons with controlling relationship belief try to use avoidant/distractive regulation. Intimate relationship belief was found to have more prosocial behavior, controlling relationship belief was found to have less prosocial behavior to customer. salespersons' negative emotion regulation strategies was found to have effects on their prosocial behavior to customer. Active, support-seeking influence prosocial behavior to customer positively, avoidant/distractive regulation influence prosocial behavior to customer negatively.

• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.387-406
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• 2015

Recently emotional labor is an essential situation for hospital employees in relation to surface and deep acting as the core of emotional labor strategies. This study empirically examines the relation between hospital employees' emotional intelligence and emotional labor strategies in the context of emotional labor. For empirical experiments, we conducted a questionnaire survey targeting hospital employees, and we employed the method of Partial Least Squares (PLS) for data analysis. Major findings are as follows. Hospital employees' emotional intelligence including self emotion appraisal, others' emotion appraisal, regulation of emotion, and use of emotion, have a significantly positive effect on hospital employees' deep acting. And hospital employees' deep acting has a significantly positive effect on hospital employees' organizational attachment, knowledge sharing intentions, and innovative activities.

• Annual Conference on Human and Language Technology
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• 2023.10a
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• pp.179-184
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• 2023

본 연구는 우울감을 느끼거나 대화 상대 부재로 어려움을 겪는 사용자와 정서 교감형 시스템간의 대화로 구성된 한국어 데이터 셋을 구축하고 이때 시스템이 사용할 수 있는 효과적인 응대 전략을 제안하는데 목적이 있다. 데이터셋은 사용자와 시스템 간의 대화 쌍을 기본 단위로 하며, 사용자의 7가지 기본 감정(행복, 슬픔, 공포, 놀람, 분노, 혐오, 중립)과 시스템의 4가지 응대 전략(명료화, 공감적 응대, 제안, 페르소나)에 따라 주석이 된다. 이 중, 공감적 응대 전략은 10가지 독특한 반응 유형(수용적 경청, 후행 발화 요청, 승인/동의, 비승인/재고 요청, 놀람, 격려, 느낌 표시, 상대 발화 반복, 인사, 의견 제시) 및 4가지 후행 발화 요청 유형(무엇, 왜, 어떻게, 그밖에)을 포함하는 구조로 구체화되었다. 이러한 주석은 시스템이 사용자의 다양한 감정을 식별하고 적절한 공감 수준을 나타내는 응답을 생성하는 데 있어 연구적인 의의가 있으며, 필요시 사용자가 부정적 감정을 극복할 수 있는 활동을 제안하는 데 도움을 줄 수 있다는 점에서 실제적인 의의가 있다.

• Proceedings of the Korea Information Processing Society Conference
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• 2023.11a
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• pp.493-494
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• 2023

음성 기반의 감정 분석은 인간의 감정을 정확하게 파악하는 데 중요한 연구 분야로 자리잡고 있다. 최근에는 wav2vec2.0과 같은 트랜스포머 기반의 모델이 음성 인식 분야에서 뛰어난 성능을 보이며 주목받고 있다. 본 연구에서는 wav2vec2.0 모델을 활용하여 한국어 감성 발화 데이터에 대한 감정 분류를 위한 데이터 샘플링 전략을 제안한다. 실험을 통해 한국어 음성 감성분석을 위해 학습 데이터를 활용할 때 감정별로 샘플링하여 데이터의 개수를 유사하게 하는 것이 성능 향상에 도움이 되며, 긴 음성 데이터부터 이용하는 것이 성능 향상에 도움이 됨을 보인다.