• Asia Marketing Journal
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• v.13 no.1
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• pp.113-141
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• 2011

Companies are competing each other, and as the competitions became higher, consumer's information processing for purchase became more complicated. Consumer confusion problem is getting more serious, but there are still not much considerations on this problem. The purpose of this study is to find out that the consumer confusion can causes consumer's negative emotion(anger). This research studied the mediation effect of negative emotion on the relationship between consumer confusion, which was classified into three categories, and two consequences, word-of-mouth and trust. And also it concentrates on moderating effects of negative affectivity and intolerance of uncertainty in the relationship between consumer confusion and negative emotion. For the empirical study, we carried out a survey targeting consumers who live in the Dae-gu metropolitan area. The specific results of this study are as follows. First, all sub-dimensions of the consumer confusion had a positive effect on anger. Second, anger had a positive effect on word of mouth and on the other hand, anger had a negative effect on trust. Third, negative affectivity had a moderating effects on the links between overload and ambiguity confusion with anger, and intolerance of uncertainty only had a moderating effects on the links between overload confusion and anger.

• Journal of the Korea Convergence Society
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• v.12 no.1
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• pp.341-351
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• 2021

The purpose of this study was to investigate the relationships among emotional dissonance, depression and anxiety, and to examine the moderating effects of emotional intelligence on the relationships between emotional dissonance and both depression and anxiety in care service workers. For this study, a sample of 142 care service workers completed the questionnaires: Emotional Dissonance Scale, Patient Health Questionnaire-9, and Generalized Anxiety Disorder-7. This data was analyzed by SPSS 25.0 program. The results of the analysis showed that emotional dissonance and others' emotion appraisal had a significant effect on depression and anxiety. The results also verified the moderating effects of others' emotion appraisal on the relationship between emotional dissonance and depression. Finally, on the basis of the results, we proposed and discussed interventions on emotional labor and mental health issues of care service workers.

• Journal of the Korean Society for Railway
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• v.17 no.4
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• pp.289-296
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• 2014

This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

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

• Journal of Digital Convergence
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• v.17 no.10
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• pp.301-311
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• 2019

The increasing prevalence of diabetes is a socioeconomic and health issue. Diabetes control is a lifelong management rather than a cure, and self-care should be undertaken. This study is to classify diabetes mellitus into non-regulatory group, and to prove the difference in risk factors for diabetes. Furthermore, we want to clarify the relationship between the emotional factors by diabetics and the prevalence of diabetes. As a result, the factor of prevalence for glycemic control which is a diabetic person was demonstrated. In addition, negative emotions such as depression and stress were found to be associated with diabetes mellitus and blood sugar control. Therefore, the diagnosis of diabetes is considered to be necessary in combination with negative emotions such as depression and stress.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.203-208
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• 2021

This study is to investigate the impact of emotional intelligence of online shopping mall call center counselor on customer orientation. The SPSS 25.0 ststistics program was applied for the empirical analysis 148(87.05%)of 170 copies are used for final data analysis. The implications of results are as follows. First, use of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Second, other's emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Third, self emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Fourth, regulation of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation.

• Proceedings of the Korean Society of Computer Information Conference
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• 2011.01a
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• pp.181-183
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• 2011

최근 게임 산업에서는 게임을 인공지능적인 측면으로 접근하는 방식 중 하나로 인공감정을 주목하고 있다. 인공감정은 감정자극과 감정, 그리고 감정의 표현 방식이라는 총 3가지 기본요소로 이루어져 있다. 본 연구에서는 인공감정을 사람들에게 꾸준하게 인지도가 상승하고 있는 캐주얼 게임에 적용시켜 보았다. 캐주얼 게임은 다른 게임들에 비해 게임 속에서 감정을 느낄 수 있는 환경요소가 한정적이고, 표현할 수 있는 감정이 적어 인공감정에 대한 플레이어의 반응을 실험하기에 적합한 게임 장르이다. 본 연구에서는 쉽게 제작 가능한 버튼 클릭 방식의 캐주얼 게임을 만들었다. 그리고 게임에 플레이어의 행동을 통해 감정적 영향을 받는 인공감정이 적용된 게임 에이전트를 제작했다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.12
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• pp.462-470
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• 2018

This descriptive survey was conducted to explore the effects of work engagement and its associated factors among general hospital nurses. Nurses working in general hospitals were recruited in D city and K region. Data were analyzed by descriptive statistics, t-test, one-way ANOVA, Pearson's correlations, and stepwise multiple regression using IBM SPSS 25. The mean score of work engagement of the subjects was 3.08. The mean scores of emotional modulation effects in profession, patient focused emotional suppression, and emotional pretense by norms which are subgroups of emotional labor by norms were 3.82, 3.28, and 3.22, respectively, while that of the nursing work environment was 2.59. Work engagement was significantly positively correlated with emotional modulation effects in profession (r=0.30, p=0.001), patient-focused emotional suppression (r=0.20, p=0.030), and nursing work environment (r=0.21, p=0.024). The results showed that the factors that affect the work engagement were age, current position, and emotional modulation effects in profession, which explained 20% of the variance in work engagement (F=10.37, p<0.001). Therefore, to establish strategies for improving the level of work engagement, it is necessary to consider age and current positions of nurses and to develop a nursing intervention program to strengthen emotional modulation effects among general hospital nurses.

• Journal of the Korea Convergence Society
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• v.9 no.6
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• pp.251-259
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• 2018

The purpose of this study is to investigate the moderating effect of burnout on the relationship between emotional labor and turnover intention of nursery teachers. For this study, 296 teachers in nursery centers were surveyed. The data were analyzed by moderated regression analysis using SPSS V22.0 program using mean centering method. The results of the study are as follows. First, expressive emotional labor affects turnover intention and internal emotional labor did not affect turnover intention. Second, the factors that have the greatest influence on turnover intention were identified as burnout. Third, the interaction effect between burnout and deep emotional labor showed a similar moderation effect on turnover intention. Based on these results, the policy and practical measures to alleviate the burnout of the nursery teachers were suggested, and the ways of managing turnover intention by utilizing the interaction effect of the teacher burnout and deep emotional labor were suggested.

• Science of Emotion and Sensibility
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• v.22 no.4
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• pp.45-56
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• 2019

The regulation of emotion is known to mediate the relationship between emotion-relevant differences in individuals and their life outcomes. This study attempted to include a situational factor in addition to the mediation model and investigated whether this conditional component changed the patterns of indirect effects. The researchers recruited 180 emotional laborers working in diverse domains and used a questionnaire to ascertain their negative affectivity, cognitive reappraisal, emotional exhaustion, and the intensity of negative comments they usually received from customers. The results of the conditional indirect effect analysis revealed the positive indirect influence of negative affectivity on emotional exhaustion through cognitive reappraisal when emotional labors receive highly negative comments from customers (high intensity of the situation). Similarly, negative indirect effects were found when emotional labors receive slightly negative comments from customers (low intensity of the situation). The outcomes of this study suggest that cognitive reappraisal can mediate to decrease emotional exhaustion in contexts that arouse more intensive negative emotions; it can also mediate to increase emotional exhaustion in contexts that arouse less intensive negative emotions. The implications of this study include the importance of integrating individual differences with situational factors. The study also provides information about the distinctiveness of groups of emotional laborers.