• The Journal of the Korea Contents Association
• /
• v.14 no.3
• /
• pp.401-413
• /
• 2014

The principal objective of this study is to examine the relationship between the emotional intelligence and customer orientation in airline service context. Moreover, this study was designed to test the moderating effect of social support to provide fundamental and practical data for airline industry. In this study, 2 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 233 flight attendants was surveyed and a total of 214 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional intelligence was divided into 'self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion' according to the literature review. Analysis showed that emotional intelligence has partial effect on customer orientation accordingly. Secondly, social support has partial moderating effects between emotional intelligence and customer orientation. Continuous and systematic training program which build up team work should be conducted to administer 'emotional intelligence'.

• Management & Information Systems Review
• /
• v.35 no.1
• /
• pp.235-251
• /
• 2016

The main purposes of this study is to examine the effect of treatment setting on patient participation, and the moderating effect of negative emotion between treatment setting and patient participation. For the purposes of this study's goals, the 320 samples for this empirical study were collected from the general hospital and medical clinic outpatients in C and carried out hierarchial regression by SPSS 19.0. The results of this study are as follows. There is positive effect of cleanness of the treatment setting on behavior factor in patient participation. The higher aging of patient have influences on emotional factor in patient participation. There are positive effects of the third person in treatment settings on emotional and informational factors in patient participation. There is negative effect of negative emotion on emotional and informational factors in patient participation. There are negative effects of time pressure in treatment settings on emotional and informational factors in Patient Participation. On interaction effect, there are positive effects of cleanness in treatment setting and negative emotion on emotional and informational factors in patient participation. Implications for theoretical and practical patient participation are discussed.

• The Journal of the Korea Contents Association
• /
• v.13 no.12
• /
• pp.470-483
• /
• 2013

The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.

• Proceedings of the Korea Contents Association Conference
• /
• 2011.05a
• /
• pp.137-138
• /
• 2011

본 연구에서는 Mehrabian과 Russell (1974)의 S-O-R모델을 바탕으로 연구범위를 확장하여 점포이미지와 쇼핑가치를 포함한 연구모형을 설계하였다. 연구모형을 토대로 대형유통시설의 점포 관련 다양한 이미지를 선행자극요인으로 선정하고, 소비자들이 쇼핑하면서 경험하는 감정요인을 반응요인으로 설정하여 이들 변수들이 소비자의 행동의도에 미치는 영향을 파악하는데 주된 목적이 있다. 또한 이들 자극-반응 변수간의 관계에 쇼핑가치를 도입하여 조절효과를 검증하고자 한다. 본 연구는 연구범위를 확장하여 국가 간 비교 및 선행연구들이 간과하고 있는 부분에 대한 이론적, 실증적 접근을 시도하고 있다는데서 그 의미를 찾을 수 있다. 본 연구의 결과는 이론적인 측면은 물론 실무적인 측면에서도 본격적인 해외시장개척을 하는 한국유통기업의 해외마케팅전략 수립에 활용할 수 있는 유익한 시사점을 제공해 줄 수 있을 것이다.

• Management & Information Systems Review
• /
• v.37 no.4
• /
• pp.109-123
• /
• 2018

Emotional labor is now emphasized as a very important concept not only for private companies but also for public servants who perform public affairs in public institutions, but relatively theoretical research is lacking. The purpose of this study is to examine the negative effects of the surface acting on emotional labor and to examine the moderating effect of social support to reduce it. As for the social support, we distinguished between POS support and supervisor support. Furthermore, we found that any support among POS and supervisor support has a large effect on the relationship between surface acting and emotional exhaustion. In order to verify this research model and hypothesis, we conducted 250 employees who perform civil affairs in public institutions. The results of this study are summarized as follows. First, it was found that surface acting had a very significant effect on emotional exhaustion. The increase in emotional exhaustion due to the incongruity between inner emotions and display emotions appeared to be the same as the results of research on existing private companies. Second, both POS and supervisor support significantly reduce the relationship between surface acting and emotional exhaustion. Third, the moderating effect of POS and supervisor support showed that the control effect of superiors' support was stronger, so that the surface act reduced the influence of emotional exhaustion more strongly. The results of this study refer to the importance of emotional labor education for civil servants performing civil affairs. In addition, it suggests that various programs should be provided to relieve emotional exhaustion and stress of civil service officials. In addition, it suggests a more aggressive organizational support design for high-level POS.

• Journal of Korea Society of Industrial Information Systems
• /
• v.20 no.4
• /
• pp.89-102
• /
• 2015

The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance and turnover intention thorough emotional exhaustion. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and emotional exhaustion. Structural equation modeling analysis provided support for the hypotheses from a sample of 225 China department store sales employees. The results revealed that surface acting has a positive influence on emotional exhaustion, whereas deep acting has not significant influence on emotional exhaustion. Second, emotional exhaustion has a negative influence on job performance, whereas it has a positive influence on turnover intention. In addition, the relationship between surface acting and job performance/turnover intention was significantly mediated by emotional exhaustion. Furthermore, perceived organizational supporting mitigated the negative relationship between deep acting and emotional exhaustion. The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on employee outcomes (i.e. emotional exhaustion, job performance, turnover intention), especially in China. In addition, this study also confirmed the important buffering role of POS based on the norm of reciprocity between an organization and its members.

• The Journal of the Korea Contents Association
• /
• v.13 no.3
• /
• pp.278-286
• /
• 2013

The main purpose of this study is to examine the effect of patient-centered communication of doctor(facilitating factor, inhibition factor) on patient participation(behavioral participation, emotional participation, informational participation). Concretely, it is confirmed where there are effects of patient-centered communication of doctor to patient participation and whether there are moderating effects of trust between patient-centered communication of doctor and patient participation. In domestic general hospital, 301 samples were for this analysis collected and tested by factor analysis and moderating regression analysis. As a result of this study is as followings. First, it is confirmed that communication facilitating factor have influences on patient participation positively and communication inhibition factor have no influences on patient participation. Second, there are moderating effects of trust between facilitating factor and emotional participation, between facilitating factor and informational participation. Especially, in higher level group of trust, it is confirmed that facilitating factor more influence on emotional participation and informational participation. On the basis of these study results, I suggested theoretical and practical implication for the patient-centered communication and successful medical service.

• Journal of the Korean Applied Science and Technology
• /
• v.35 no.4
• /
• pp.1120-1133
• /
• 2018

The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

• Science of Emotion and Sensibility
• /
• v.22 no.2
• /
• pp.37-48
• /
• 2019

Current research explores the effect of language on the perception of facial emotion as suggested by the psychological construction theory of emotion by using a psychophysical method. In this study, we hypothesize that the perception of facial expression may be influenced if the observer is shown an affective word before he/she judges an expression. Moreover, we suggest that his/her understanding of a facial emotion will be in line with the conceptual context that the word denotes. During the two experiments conducted for this project, a control stimulus or words representing either angry or happy emotions were briefly presented to participants before they were shown a target face. These target faces were randomly selected from seven faces that were gradually morphed to show neutral to angry (in Experiment 1) and neutral to happy (in Experiment 2) expressions. The participants were asked to perform a two-alternative forced choice (2AFC) task to judge the emotion of the target face (i.e., decide whether it is angry or neutral, or happy or neutral). The results of Experiment 1 (when compared with the control condition) showed that words denoting anger decreased the point of subjective equality (PSE) for judging the emotion of the target as anger, whereas words denoting happiness increased the PSE. Experiment 2, in which participants had to judge expressions on a scale from happy to neutral, produced a contrasting pattern of results. The outcomes of this study support the claim of the psychological construction theory of emotion that the perception of facial emotion is an active construction process that may be influenced by information (such as affective words) that provide conceptual context.

• Journal of Digital Convergence
• /
• v.17 no.5
• /
• pp.1-10
• /
• 2019

The purpose of this study is to verify the effect of the compaction and virtue experienced by police officers in the organization on positive emotion and, second, to demonstrate the effect of positive emotion on the organization uniformity, which is subordinate variable. Third, we intend to verify the mediated effect of positive emotion in the relationship between compassion and organization uniformity, and fourthly, to demonstrate the coordination effect of collective self-esteem in the relationship between positive emotion and organization identicalness. Sampling of this study was conducted on 353 male and female police officers working at police stations belonging to the National Police Agency and used these samples for hypothesis testing. Studies have confirmed that the compaction and virtue experienced by police officers have a positive effect on positive emotion, and that positive emotion has a positive effect on the phenomenon of tissue co-ordination. And it has been shown that positive emotion plays a full role in the relationship between compassion, virtue and organizational co-ordination, and that positive emotion and collective self-esteem plays a controlling role in the relationship with organizational co-ordination. The theoretical implications of this study will contribute to creating a positive organizational culture by maintaining a strict hierarchical relationship and spreading the compaction and virtuous behavior to police organizations with high task stress.