• 한국벤처창업학회:학술대회논문집
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• 2017.11a
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• pp.63-69
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• 2017

2015년 기업생멸 행정통계에 따르면, 우리나라의 최근 5년 동안('2010~2014년) 연평균 창업은 77만개, 폐업은 69만개인 것으로 나타났다. 지난 2015년 한해에만 개인사업자로 106만8313명이 창업을 하고 73만9420명이 폐업을 했다. 이는 하루 평균 3000명이 창업을 하고 2000명이 문을 닫는 셈이다. 실패를 경험한 기업인들은 여러 가지 심리적, 경제적 어려움에 직면하게 된다고 연구 보고되고 있다. 이같은 결과는 사업실패를 경험한 기업인들에 대한 케어의 필요성을 보여준다. 지난 2010년부터 정부가 실패기업인들에 대한 재기지원사업에 나서고는 있으나 재창업지원제도의 효과성에 대해서는 보장하기 어려운 상태다. 일각에서는 재창업지원이 양적인면에서는 활성화됐으나 질적으로는 아직 미흡하다고 지적이 나오고 있다. 이같은 상황에 착안하여 본 연구는 사업실패를 경험한 기업인들이 겪게되는 심리적 특성과 재기를 하고자 할 때 방해요소로 작용하는 감정요인에 초점을 맞추고자 한다. 따라서 선행연구를 통해 사업실패를 경험한 기업인들의 감정메카니즘을 규명한 모델(건강신념 모델:Health Belief Model)을 적용한 창업실패관련 개인평가와 사업실패경험(재무적 손실, 비재무적 손실)이 재창업의도에 어떠한 영향을 미치는지 규명하고자 한다. 감정요인인 창업실패관련 개인평가는 지각된 심각성, 지각된 취약성, 지각된 장애로 구성했다. 또 창업실패관련 개인평가와 재창업의도 사이, 사업실패경험과 재창업의도 사이에 재창업지원정책, 창업자기효능감이 각각 조절작용을 하는지 유의미한 관계성을 알아보고자한다. 연구 대상은 정부 재창업지원 프로그램을 진행하고 있는 중소기업진흥공단, 서울산업진흥원, 재도전지원센터등 기관의 재창업지원을 받은 기업인을 대상으로 설문을 실시하여 이들이 재창업지원서비스를 받기 전과 후에 대한 측정을 통해 실증분석을 하려고 한다.이 연구가 설정한 가설이 맞을 경우, 시사점으로는 정부의 재창업지원 프로그램의 효과성에 대한 검증이 될 것이다. 또 창업실패관련 감정메카니즘 규명으로 사업실패 기업인들의 재기를 도울 수 있는 재창업지원정책의 고도화가 가능해 질 것으로 판단된다.

• Journal of Convergence for Information Technology
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• v.12 no.1
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• pp.55-65
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• 2022

This study examines the relationship between customer experience, customer-influencer relationship quality, and customer behaviors. This study employed questionnaire survey and collected 413 data. The structural equation modeling (SEM) method is used to test the hypotheses of the study. As a result of the study, it was found that among customer experiences, emotional experience had a greater effect on hot IRQ than cold IRQ, and cognitive experience had a greater effect on cold IRQ than hot IRQ. And it was found that hot IRQ had a greater effect on relationship retention intention than recommendation intention, and cold IRQ had a greater effect on recommendation intention than relationship maintenance intention. This study provides various implications both theoretically and practically by examining the relationship quality between customers and influencers.

• Iberoamérica
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• v.22 no.1
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• pp.73-109
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• 2020

In the tourism industry, emotional labor-related problems are highly likely because workers cannot avoid frequent face-to-face contacts with customers. Emotional labor, however, is not always recognized in the same pattern by every worker in similar situations. As can be see in this research, emotional labor appears to vary depending on individual characteristics and sociocultural and economic conditions. In fact, there are so many factors affecting emotional labor, and the level of influence concerning these factors can vary depending on when and where they are. Psychological and mental pains and stress from emotional labor depend on a number of factors. The expression of emotional labor, depending on age, length of employment and gender, shows a clear difference. In particular, for those who are planning to participate in international labor migration to the United States in the future, emotional labor was often not recognized as a serious problem or rather a positive social and cultural experience. In fact, there are various types of tourism workers in Oaxaca, and their experiences vary greatly depending on individual and economic and sociocultural environments. The emotional labor of the workers in the tourism sector of Oaxaca also has various forms depending on various conditions. Positive or negative perceptions and consequences of emotional labor vary depending on the circumstances of the individual and working conditions. In other words, socioeconomic conditions, individual personality or experiences, sociocultural characteristics, and autonomy in the workplace, have a significant impact. As a result, the forms and effects of emotional labor expressed and understood by tourism workers vary considerably and may vary depending on the situations. Considering these problems, the way emotional labor emerges is greatly influenced by sociocultural or personal factors as well as economic factors. In addition, rather than considering the existence and seriousness of emotional labor as given depending on the nature of a particular industry or work, it should also be recognized that the expression of emotional labor differ considerably from individual to individual. Also, the seriousness of problems caused by emotional labor can be diversified. In this sense, it is necessary to clearly understand the meanings of the dynamism, diversity and multidimensionality of emotional labor from a new perspective.

• The Journal of the Korea Contents Association
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• v.16 no.8
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• pp.611-623
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• 2016

This research used one of the qualitative research techniques, in-depth interview method, on Taekwondo Gym instructors in their 30s to 50s with over 10 years experiences in various age groups, to elicit the empirical cases of emotional labor and exhaustion from their work. It categorized the cases into 3 main subjects that identified 2 areas to emphasized in each subjects through the phenomenological classification method. First subject listed, "recognition of emotional labor of the instructors", highlighted "recognition as a manager" and "recognition as an educator". Second subject listed. "meaning and need of emotional labor at the Taekwondo Gym", highlighted "emotional labor as a business strategy" and "emotional labor for educational effects". Third subject listed, "exhaustion from work experienced by the instructors", highlighted "a sense of shame experienced in the field" and "directions for change".

• Journal of Korean Library and Information Science Society
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• v.48 no.1
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• pp.227-243
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• 2017

This study aims to explore older adults' experiences on cognitive and physical barriers and emotional changes of interactions from their health information seeking. Total of 10 older adults aged 65 or more were individually interviewed. The results show that the older adults may experience more difficulty from the perspectives on cognitive and physical barriers. The cognitive barriers are to: 1) know information resource and information search skills, 2) to choose relevant information, and 3) to know information search tools. The physical barriers for them to consider are eyes, hands, legs, and the whole body when accessing health information. In terms of emotion, the older adults express curiosity and negative emotion and at the beginning of the search and then they have more emotional expressions in the middle, and then they express positive emotion at the end of the search. The results suggest that information professionals should consider library as a connection to help them reduce these barriers and stabilize emotional changes.

• Journal of Digital Convergence
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• v.19 no.1
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• pp.355-360
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• 2021

In this study, the factors of confirmation bias that may occur in the initial user experience stage were analyzed using a honeycomb model by deriving user experience factors for each factor. In the initial user experience stage, confirmation bias occurs in the impression stage. At the processing stage of memory, sensory memory, working memory, and long-term memory, which stores and retrieves selective memory, were closely related. Confirmation bias was classified into visibility, correlation, memory, clarity, and universality in the usability part, and satisfaction, joy, and dissatisfaction were derived as emotional factors. As a result of the analysis with the honeycomb model, visuality, clarity, universality in the usability factor, and joy in the emotional factor had little effect on the confirmation bias, and satisfaction and dissatisfaction were analyzed as the main factors of the confirmation bias in the correlation, memory and emotional factors. This study is meaningful in that it can be usefully used as a reference material for companies that customize design patterns for the factor of confirmation bias.

• Journal of Internet of Things and Convergence
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• v.4 no.2
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• pp.29-46
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• 2018

The purpose of this study is to understand the relation among experience of verbal abuse, emotional labor, emotional intelligence, social support and turnover intention of hospital nurses. The survey was conducted with 189 hospital nurses working at general hospital in the city of S. The data was collected by using structured questionnaires as research tools from November 17, 2015 to November 27, 2015. The collected data was analyzed by using SPSS ver. 18.0 program. As a result of the correlation analysis between the nurse 's experience of verbal abuse, emotional labor, emotional intelligence, social support and turnover intention, the turnover intention of the nurse was a significantly positive correlation between the experiences of verbal abuse from the doctor, nurses, patients, and the caregiver and the emotional labor. Also, There is a significantly negative correlation between emotional intelligence and social support. In order to identify the factors influencing the turnover intention of the subjects, multiple regression analysis was performed. The statistically significant variables were emotional labor & the ER in the working department.

• Proceedings of the Korean Society of Computer Information Conference
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• 2014.01a
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• pp.177-180
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• 2014

서비스 산업의 급격한 발전과 더불어 최상의 서비스를 제공하기 위한 기업 간의 서비스 경쟁 심화와 고객의 욕구변화에 의해 여러 직종에서 근로자들에게 감정노동을 요구하고 있다. 감정노동은 실제 자신이 느끼는 감정과는 상관없이 직무를 행해야 하는 감정적 노동으로 은행원, 승무원, 상담원 등이 대표적인 종사자로 알려져 있다. 감정노동은 이러한 서비스업에 국한되지 않고 교사 등 사람과 대면하는 모든 부류에 포함된다고 하여도 과언이 아니다. 감정노동은 지극히 주관적이고 개인적인 경험인 '감정'에 의해 행해지는 직무 활동으로 개개인의 특성에 따라 감정노동의 정도도 다를 것이다. 이에 본 연구에서는 고객센터 상담사들을 대상으로 인구통계적 특성에 따른 집단간에 감정노동의 차이가 있는지를 살펴보고자 한다.

• Journal of the Korean Applied Science and Technology
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• v.38 no.6
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• pp.1493-1501
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• 2021

The purpose of this study is to investigate the effect of emotional dissonance and service sabotage on skin experts who have experienced inappropriate customer behavior. To achieve the purpose of the study. 383 skin experts in Seoul and Gyeonggi-do were selected as the subjects of the study. As for the analysis method, frequency analysis, factor analysis, reliability analysis, correlation analysis, and multiple regression analysis were performed, and the following research results were derived through such research procedures. Inappropriate customer behavior showed a positive (+) correlation with emotional dissonance, and emotional suppression of emotional dissonance affects service sabotage.

• Annual Conference on Human and Language Technology
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• 2009.10a
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• pp.19-24
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• 2009

의사소통에서 대화자 간 감정의 이해는 메시지의 내용만큼이나 중요하다. 비언어적 요소에 의해 감정에 관한 더 많은 정보가 전달되고 있기는 하지만, 텍스트에도 화자의 감정을 나타내는 언어적 표지가 다양하고 풍부하게 녹아 들어 있다. 본 연구의 목적은 인간언어공학에 활용할 수 있는 감정 온톨로지를 설계하는 데 있다. 텍스트 기반 감정 처리 분야의 선행 연구가 감정을 분류하고, 각 감정의 서술적 어휘 목록을 작성하고, 이를 텍스트에서 검색함으로써, 추출된 감정의 정확도가 높지 않았다. 이에 비해, 본 연구에서 제안하는 감정 온톨로지는 다음과 같은 장점을 갖는다. 첫째, 감정 표현의 범주를 기술 대상(언어적 vs. 비언어적)과 방식(표현적, 서술적, 도상적)으로 분류하고, 이질적 특성을 갖는 6개 범주 간 상호 대응관계를 설정함으로써, 멀티모달 환경에 적용할 수 있다. 둘째, 세분화된 감정을 분류할 수 있되, 감정 간 차별성을 가질 수 있도록 24개의 감정 명세를 선별하고, 더 섬세하게 감정을 분류할 수 있는 속성으로 강도와 극성을 설정하였다. 셋째, 텍스트에 나타난 감정 표현을 명시적으로 구분할 수 있도록, 경험자 기술 대상과 방식 언어적 자질에 관한 속성을 도입하였다. 이때 본 연구에서 제안하는 감정 온톨로지가 한국어 처리에 국한되지 않고, 다국어 처리에 활용할 수 있도록 확장성을 고려했다.