• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.99-104
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• 2012

The purpose of this study is to develop an educational program for improving conversational skills in military counselors and prove its effects. For statistical analysis, t test to find out homogeneity between the experimental and control group and to find out the differences of two groups, and an evaluation before and after the program to verify the therapeutic effects of the program were each proved by SPSS 15.0 for Windows. The followings are the list of the results. First of all, the program was effective in improving military counseling communication skills. Secondly, it was proved to be effective in improving self-effectiveness in counselors. Thirdly, the program was effective in improving interpersonal communication skills. Fourthly, the program revealed its therapeutic effects. Therefore, it is concluded that the program would help greatly in military counseling and living.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.4
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• pp.177-188
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• 2019

Emotional labor is the process of regulating feelings or emotions and expressing them in the way that fulfill job requirement. There have been many studies about characteristics or related variables of service workers' emotional labor, but are few studies comparing emotional labor between service workers and non-service workers. Therefore we are to examine the differences of emotional labor among the different types of workers. And as depression and lowered quality of life are well known negative consequences of emotional labor, we also intend to study the relationship between depression, quality of life, and emotional labor. Data were collected from 125 sales workers, and 186 cyber university full time students. And as to assure the student participants to be non-service workers, we limited the participant job as administrator, soldier or housewife. To compare differences of groups, one-way ANOVA was performed with Fisher's LSD as post hoc comparison. On overload in customer reception, service workers showed significantly higher scores, and on demand of emotional regulation/emotional dissonance/depression, both service workers and housewives showed significantly higher scores. Also analysis of multiple regression was performed, and the result showed that, emotional dissonance increased depression but decreased quality of life, while support/care increased quality of life, but decreased depression. With the result, implications and limitations of this study were discussed.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Industry Promotion Research
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• v.5 no.2
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• pp.51-58
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• 2020

Middle-aged women who have experienced the depression have been in pain for a long time. Depression in middle-aged women, which is rapidly increasing from their forties, has a problem that do not decrease in spite of various treatment methods. If the essential cause of depression in middle-aged women is due to the inability to detect the meaning of life because of the lack of the perception about the identity resulting from self-loss, a more qualitative research for a fundamental treatment method is required. The purpose of this study is to find out the essence and meaning of the experience of depression in middle-aged women and to help them to find their own selves through the process of individualization and to recover the whole health as well as to live as a self-transcendent being. Three Christian middle-aged women falling on critical and serious condition by BDI diagnosis were selected for the study. In-depth counseling and interviews were held from January to August 2018. In-depth counseling has provided detailed statements about the process of individualization of middle-aged women who have experienced depression, which applied 5 stages of Giorgi's Phenomenological Research Methodology. As a result, 261 semantic units and 11 sub-components were derived and structured by dividing them into two themes: depression experience and the process of individualization process, which are the subject group. This study has its significance in realizing essential meaning of pain by middle-aged women who experience depression and fundamentally preparing an opportunity to be cured through the process of individualization, as well as contributing for such middle-aged women to have abundant living by suggesting preventive measures to general middle-aged women who prepare for their old age.