• Title/Summary/Keyword: 감정 조절 전략

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A Study on the Effect of Service Provider's Emotional Intelligence and Cognitive Intelligence on Customer Satisfaction (서비스 제공자의 감성지능과 인지지능이 고객만족에 미치는 영향에 관한 연구)

  • Kim, Yoo-Kyung
    • Proceedings of the Korea Database Society Conference
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    • 2008.05a
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    • pp.263-291
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    • 2008
  • This study is designed to examine how emotional intelligence and cognitive intelligence affect customer satisfaction (social satisfaction, economic satisfaction) and long-term relational orientation of a service provider. The results of the study revealed that both cognitive intelligence of a service provider and economic satisfaction of customers have a positive relationship with longterm relational orientation, while only use and control of emotions except understanding emotions in the self and in others among emotional intelligence of a service provider have a positive, significant effect on social satisfaction of customers. As mentioned above, it can be said that the study is much more significant, at this point where previous studies failed to sufficiently recognize the importance and necessity of studies on emotional intelligence of a service provider. Moreover, the study is expected to provide useful foundations for training and development of employees in the service industry in practice.

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A Study on the Effects of Brand Globalness on Brand Trust and Brand Loyalty: Focusing on the Moderating Effects of Consumers' Cultural Intelligence (브랜드 글로벌성이 브랜드 신뢰도와 브랜드 충성도에 미치는 영향에 관한 연구: 소비자 문화지능의 조절효과를 중심으로)

  • Liu, Xin;Kwon, Yung-Chul
    • Korea Trade Review
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    • v.42 no.4
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    • pp.115-138
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    • 2017
  • To prove the effectiveness of global brand strategy, this paper tries to analyze the effects of brand globalness on brand attitude and behaviors. In addition, the moderating effect of consumers' cultural intelligence is assessed in the influence of brand globalness on brand attitude and behaviors. Based on the analysis of two hundred seven consumers, it is founded that the brand globalness has a strong influence on brand credibility and benevolence which exerts brand royalty as expected. In this process, however, the moderating effect of consumers' cultural intelligence is shown to be statistically ineffective. This implies that the global brand strategy is useful regardless of individual consumers' cultural intelligence.

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Analyzing the Effects of Consumer Value Perception, Environmental Motives, and Perceived Barriers on the Purchase Intention of Vegan Cosmetics (비건 화장품의 구매의도에 영향을 미치는 소비자 가치 인식, 환경적 동기 및 지각된 장벽의 영향 분석)

  • Eun-Hee Lee;Seunghee Bae
    • Journal of the Korean Applied Science and Technology
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    • v.40 no.5
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    • pp.1043-1054
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    • 2023
  • Amidst the rapid growth of the vegan cosmetics market, consumer orientation towards environmental and ethical values has been intensifying. However, research on this subject remains limited. This study delves into the relationship between consumer value perception, environmental motivations, and perceived barriers influencing the purchase intentions of vegan cosmetics. Conducting a PLS-SEM analysis on a sample of 300 women with experience using vegan cosmetics, it was discerned that monetary value, social value, brand value, emotional value, quality value, and environmental knowledge play significant roles in influencing purchase intentions. The moderating effect analysis highlighted image barriers and value barriers as crucial factors. Through Importance-Performance Map Analysis, emotional value emerged as a pivotal element in strategizing to strengthen the purchasing intentions for vegan cosmetics. This research contributes both theoretically and practically to enhancing the competitive edge of the vegan cosmetics market and promoting sustainable consumption behavior.

An Experiential Approach to the Determinants of Impulse Buying Based on Store Type (유통점포별 충동구매의 결정요인에 대한 경험적 접근)

  • Yoon, Sung-Joon;Lee, Dong-Hee
    • Journal of Distribution Research
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    • v.13 no.3
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    • pp.1-25
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    • 2008
  • This study, from a temporal standpoint, seeks to validate the relationship between prior shopping experience, a pre-experiential construct, and impulsive/planned purchase intentions, a post-experience construct, based on strategic experiential module advocated by Schmitt (1999) by focusing on three key variables--prior shopping experience, on-site experiences, and emotional response to store atmosphere. Also, from a spatial standpoint, the study aims to valiadate the relationship between emotional response to store atmosphere and impulsive purchase intentions across three retail store types--department store, discount store, and internet store. Specific research purposes and findings are as follows. First, it was found that regardless of the degree of prior shopping, discount store and internet shoppers preferred cognitive shopping experience to emotional experience. Second, emotional shopping experience significantly influenced impulsive purchase intention, whereas cognitive shopping experience influenced planned purchase intention. Third, for discount store shoppers only did the interior colour serve as a positive moderator between emotional shopping experience and impulsive buying intention, while merchandise display served as a negative moderator.

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The Effect of College Students' Perceived Choice Attribute of Traditional Market and Relationship Quality: Moderating Effects of Consumption Emotion and Mediating Effects of Consumer's Value (대학생들이 지각하는 전통시장 선택속성이 관계품질에 미치는 영향: 소비감정의 조절효과와 소비자 가치의 매개효과)

  • Lee, Young-Chul;Yang, Hoe-Chang
    • Journal of Distribution Science
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    • v.10 no.1
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    • pp.33-42
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    • 2012
  • This study is focused on traditional market's competitiveness in Korea. Ever since the Korean retail industry had been opened to the big conglomerates, the traditional markets have faced very serious competition from various types of distribution channels. In particular, this study has been conducted to find another way to help the Korean traditional market from the perspective of college students who are consumers of the future. This study examines the relationships among store choice attributions, consumption emotion, consumer's value, and relationship quality from the perspective of college students. In order to verify the relationship, and moderating and mediating effects, data were collected from 126 college students in Whasung, Gyeonggi Province to test the theoretical model and its hypotheses. The results of this study are as follows: First, service (= .263, p < .01) and advertising (= .188, p < .05) are significantly positively related to relationship quality. However, store atmosphere (= .176, p = .052) is not statistically significantly related to relationship quality. The result that students have stereotypes about the atmosphere of traditional markets and are therefore excluded from their store choice attributions can be expected. Second, college students selected service division (= .230, p < .05) as the most important factor among the traditional market's store choice attributions. This result reflected that enhancing service strategy would strengthen the traditional market against discount stores. The process of product selection by customers in discount stores is based on the concept of self-service. However, traditional market traders can make various contacts with their customers. If traditional market traders can enhance various service factors just like in the process of product selection, it will effect strong competitive advantages. Third, it is also revealed that consumer's value exhibit complete mediation effect in the relationships between service and advertising. These results showed that traditional markets must be considered for consumer value. Because previous studies showed that values refer to "enduring belief that … specific mode of conduct or end-stat of existence … personally or socially preferable to an opposite of converse mode of conduct or end-state of existence" (Rokeach, 1973; George and Jones, 1996). Furthermore, Schwartz (1994) defined values as desirable trans-situational goals, varying in importance, that serve as guiding principles in the life of a person or other social entity. As conceptions of desirable end-states of existence or modes of conduct, values help people choose, evaluate, and give meaning to their experiences (Rokeach, 1973). Efforts (e.g. promote the consumers value) of the traditional market traders will improve the preferences for the traditional market of consumers and college students. Implications and future research directions are also discussed.

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The Effect of Curiosity and Need for Uniqueness on Emotional Responses to Art Collaborated Products including Moderating Effect of Gender (독특성 추구성향과 호기심이 아트 콜라보레이션 제품에 대한 소비자의 감정에 미치는 영향: 성별에 따른 조절효과)

  • Ju, Seon Hee;Koo, Dong-Mo
    • Asia Marketing Journal
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    • v.14 no.2
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    • pp.97-125
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    • 2012
  • Companies recently introduce art collaborated products incorporating culture into a product. Art collaborated products include incorporating famous movies and/or design of an artist into a newly launched product. The introduction of art collaborated products are gradually increasing. However, research for this trend is relatively scarce. Although research concerning design has discussed a number of different factors as playing a role in influencing responses to design including culture, fashion, innate preferences, etc.), only limited attention has been paid to the processes by which consumers generate responses to product designs. People with different characteristics may respond differently. When people encounter these art products, they may become curious, may think that these products are unique, novel and innovative. People tend to show different levels of curiosity when they encounter new and novel objects, which they have rarely seen or experienced. Curiosity is defined as a desire for acquiring new knowledge and new sensory experience. Previous studies demonstrated that curiosity motivates individuals to engage in exploratory behaviors. People also show different levels of need for uniqueness, which is defined as being different from others or becoming distinctive among a larger group. Individual's need for uniqueness results from signals conveyed by the material objects that individuals choose to display. Recently, researcher have developed the need for uniqueness with three distinct constructs. These three concepts include creative choice, unpopular choice, and avoidance of similarity. Creative choice is a trait tendency of an individual by expressing or differentiating himself from others through consumptions of unique products. Unpopular choice is related to an individual's tendency to consume products, which deviates from group norms. Avoidance of similarity is linked to the avoidance of consumption behavior of products that are not famous. Past research implies that people with different levels of need for uniqueness show different motivational processes. Previous research also demonstrates that different customer emotions may be derived when consumers are exposed to these art collaborated products. Research tradition has been investigated three different emotional responses such as pleasure, arousal, and dominance. Pleasure is defined as the degree to which a person feels good, joyful, happy, or satisfied in a situation. Arousal is defined as the extent to which a person feels stimulated, active, or excited. Dominance is defined as the extent that a person feels powerful vis-a-vis the environment that surrounds him/her. Previous research show that complex, speedy, and surprising stimuli may excite consumers and thus make them more pleased and engaged in their approach behavior. However, the current study identified these emotional responses as positive emotion, negative emotion, and arousal. These derived emotions may lead consumers to approach and/or avoidance behaviors. In addition, males and females tend to respond differently when they are exposed to art collaboration products. Building on this research tradition, the current study aims to investigate the inter-relationships between individual traits such as curiosity and need for uniqueness and individual's emotional responses including positive and negative emotion and arousal when people encounter various art collaborated products. Emotional responses are proposed to influence purchase intention. Additionally, previous studies show that male and females respond differently to similar stimuli. Accordingly, gender difference are proposed to moderate the links between individual traits and emotional responses. These research aims of the current study may contribute to extending our knowledge in terms of (1) which individual characteristics are related to different emotions, and (2) how these different emotional responses inter-connected to future purchase intention of arts collaborated products. In addition, (3) the different responses to these arts collaborated products by males and females will guide managers how to concoct different strategies to these segments. The questionnaire for the present study was adopted from the previous literature and validated with a pilot test. The survey was conducted in Daegu, a third largest city in South Korea, for three weeks during June and July 2011. Most respondents were in their twenties and thirties. 350 questionnaires were distributed and among them 300 were proved to be valid (valid response rate of 85.7%). Survey questionnaires from valid 300 respondents are used to test hypotheses proposed. The structural equation model (SEM) was used to validate the research model. The measurement and structural model was tested using LISREL 8.7. The measurement model test demonstrated that consistency, convergent validity, and discriminat validity of the measurement items were acceptable. The results from the structural model demonstrate that curiosity has a positive impact on positive emotion, but not on negative emotion and arousal. Need for uniqueness has three different sub-concepts such as creative choice, unpopular choice, and avoidance of similarity. The results show that creative choice has a positive effect on arousal and positive emotion, but has a negative impact on negative emotion. Unpopular choice has a positive effect on arousal, but on neither positive nor negative emotions. Avoidance of similarity has no impact on neither emotions nor arousal. The results also demonstrated that gender has a moderating influence. Males show more negative emotion to creative and unpopular choices. Implications and future research directions are discussed in conclusion.

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The Moderating Effect of Self-efficacy on the Relationship between Regulatory Focus and Service Attachment in Live-commerce (라이브커머스에서 소비자의 조절초점성향과 서비스애착 관계에 미치는 자아효능감의 조절효과에 관한 연구)

  • Sung, Jung-yeon
    • Journal of Venture Innovation
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    • v.6 no.4
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    • pp.83-97
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    • 2023
  • The growth of the live commerce market allows you to conveniently and simply start live commerce anytime, anywhere with a smartphone. The use of smartphone services provides continuous communication and is used while feeling psychological attachment, and it leads to psychological attachment, self-consistency with consumers themselves, and self-identity. This study focuses on the motives and perceptions of consumers using live commerce. In other words, we will examine the relationship with service attachment through the moderating effect of self-efficacy and control focus tendency as consumers' personal and psychological characteristics. In other words, the tendency of regulatory focus, which determines the direction of behavior of consumers according to their motives and goals, affects the service attachment of live commerce. We believe that self-efficacy, which is personal confidence and belief that you can plan and execute on your own for the desired outcome in a given situation or task, will control this relationship. As a result of this research, consumers who highly perceive prevention focus were more likely to avoid negative consequences and pursue safety and obligations. Their attachment to live commerce services was stronger, offsetting their confidence and self-efficacy. When using live commerce services, the more they perceive that information acquisition is beneficial, the higher their belief, and self-efficacy, so service attachment, which is an emotional experience as well as a cognitive experience, is strongly formed for consumers with a preventive focus to avoid safety-seeking and negative consequences. Through the present research results, we believe that it will be helpful in operating strategies and management for companies and small business owners who want to understand the psychological behavior of consumers in using live commerce services.

An Exploratory Study on the Advertising Skepticism and Avoiding of Youtube Users based on Media Platform (미디어 플랫폼 유튜브 이용자의 광고 회의주의와 광고 회피 현상에 대한 고찰)

  • Sun, Min-Jae;Kim, Joon-Seok;Na, Woon-Bong
    • Journal of Korea Entertainment Industry Association
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    • v.14 no.6
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    • pp.61-76
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    • 2020
  • As the media environment changes rapidly, the size of the online advertising market is growing rapidly. However, consumer's trustfulness in online advertising is much lower than that of old media, and there is also a phenomenon of advertising avoidance. Thus, in this study, advertising skepticism, advertising appeals, involvement, and FCB Grid theory were used to provide Youtube and advertisers with implications for advertising strategies. It was intended to provide a way to lower consumer advertising avoidance. As a result of Research 1, consumers with high advertising avoidance showed low advertising attitudes, brand attitudes, and attitudes toward products. In addition, there was no difference in gender, and when the frequency of online video viewing decreased and the age increased, advertising avoidance increased. Research 2 shows that consumers with high levels of advertising skepticism showed a high level of advertising attitude when the level of involvement was low and transformational appeal was high. In the FCB Grid model, consumers with high levels of advertising skepticism are found to be suitable for transformational appeal advertising. These results mean that Youtube and advertisers should think important about advertising skepticism, which is the cause of advertising avoidance, and that consumers with high levels of advertising skepticism should be presented with advertisements suitable for each type of product in the online advertising market.

An Exploratory Study on Work Conflict Experience (직장 내 갈등경험의 과정에 대한 탐색적 연구)

  • Dawon Rhee;Sunhee Lee;Min Han
    • Korean Journal of Culture and Social Issue
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    • v.20 no.3
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    • pp.205-233
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    • 2014
  • This study aims to identify work conflicts in Korean socio-cultural context by applying grounded theory. Survey has been conducted through in-depth interviews with 11 different employees from various occupational categories. Data collected from the survey were then analyzed based on the grounded theory of Strauss and Corbin (1998), thus resulted in a paradigm model consisting of 31 categories, 63 subcategories, and 100 concepts by open coding. Axial coding was then conducted and the results were as follows. The causal condition was the 'character of an opponent'. Contextual conditions which affect the causal condition were 'situational characteristics', 'character of an opponent', 'character of oneself', and their 'mutuality'. 'Negative feeling' was the central phenomena of work conflict and action/interaction strategies were verified to be 'avoidance', 'expression', 'effort toward solving problems' and 'increasing conflict'. Intervening conditions were 'interrelation', 'intervention', and 'group/task characteristics'. The consequences were organized as 'conflict continuance', 'personnel change' and 'positive effect'. Through selective coding, 'managing with the conflict' was derived as core-category and three different types of management were classified. Ultimately, this study shows how employees work in Korea experience the work conflicts and what kinds of socio-cultural factors have influence on the work conflicts, which can supplement previous inadequate empirical research. Also, this study can provide implications and suggestions as a fundamental integrated model for the future empirical research on work conflicts.

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The Effects of Verbal Violence in Clinical Practice, Academic Stress Coping, and Depression on Professional Self-concepts among Korean Nursing Students (간호대학생의 임상실습 시 경험한 언어폭력, 학업스트레스 대처 및 우울이 전문직 자아개념에 미치는 영향)

  • Jeon, Hae Ok
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.8
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    • pp.501-512
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    • 2018
  • The aims of this study were to investigate the effects of verbal violence experienced during clinical practice, emotional responses, academic stress coping, and depression on professional self-concepts of nursing students. Data were collected through a self-reported structured questionnaire form given to nursing students in grades 3-4 using convenient sampling methods from October 25 to November 1, 2017. As a result, 41.9% of the subjects experienced verbal violence during clinical practice. The frequency of experiences for verbal violence was '1 time' at 16.9%, '2 times' at 15.5%, and '3 times' at 4.7%. The verbal violence attackers were patients (42.9%), nurses (37.7%), and protector (15.5%). Emotional response was positively correlated with depression and frequency of verbal violence. Academic stress coping had a negative correlation with depression and a positive correlation with professional self-concept. Depression was negatively correlated with professional self-concept. Multiple regression analysis showed that academic stress coping and depression were statistically significant variables in the professional self-concept, and these variables had a 28% explanatory power. Therefore, in order to improve the professional self-concept of nursing students, it is necessary to develop a strategy to raise the level of academic stress coping and to reduce depression.