• Science of Emotion and Sensibility
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• v.10 no.1
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• pp.1-11
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• 2007

An Infotainment Service intended to enhance the human emotion is introduced in this paper. The service is to be installed on the robot helping elderly persons to live comfortable and enjoyable life. The research started with defining the undesirable status of emotion in everyday life, and the psychological skills to cope with the status were sought about. Then, a methodology for providing emotion contents reflecting the coping skill has been suggested. Based on the Cognitive Behavior Therapy, the coping skill is used to edit animation clips. A movie recommendation system to utilize the edited animation clips has been being developed. A series of process for developing the system is described, where the emotion elements are taken into consideration in addition to the user preference as the criterion for recommendation.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.110-135
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• 2010

The purpose of this study was to examine the effects of a mileage program on consumers' negative emotions and behavior when the program failed. To accomplish the purpose of this study, the failures in mileage programs were classified into three types(refusal, delay, reduced advantages) with two types of customers' commitment(affective and calculative), and an experimental design was used to verify the effect of customers' negative emotions on their negative behavior when the programs fail. A total of 600 university students in Seoul and Pusan areas were surveyed from 1st of Sept. to 30th in 2009. The result suggests that both consumers with affective commitment and those with calculative commitment felt negative emotions(regret, disappointment) when a mileage program failed. Consumers with affective commitment to a company are expected to give negative words of mouth to others. Also, consumers with calculative commitment to a company are expected to complain and give negative words of mouth to others.

• Journal of Digital Convergence
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• v.20 no.4
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• pp.309-319
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• 2022

In previous studies, stress in the Information and Communication Technology (ICT) work environment was focused on lowering work performance by negatively affecting the emotions of organizational members. In the current corona pandemic era, as the ratio of organizational members working from home in a smart environment increases, the need for research on the effects of positive and negative stress on work performance is being raised. Accordingly, by applying the Affective Event Theory to the emotional effects of stress on employees' emotional responses, the effects on work performance were analyzed by dividing them into positive and negative emotions. Also, the effect of smart work on work performance was analyzed. This survey was commissioned by a research company and analyzed using Smart PLS 3.0 tool. Therefore, based on the research results, it was suggested that stress does not only negatively affect the emotions of employees, but that the challenge stress that appears in the mind to achieve a goal induces positive emotions in the employees' emotions and helps to improve work performance.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.1
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• pp.486-496
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• 2018

Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.

• Asia Marketing Journal
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• v.1 no.1
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• pp.2.1-2.38
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• 1998

본 연구에서는 소비자 만족 형성 과정에서 발현되는 소비자의 감정 반응의 역할에 대해 이론적 및 실증적으로 고찰하였다. 소비자 감정 반응에 관한 선행 연구의 고찰을 통해 소비자 만족 형성 과정에서 발현되는 소비자 감정 반응은 구매라는 사건을 중심으로 기분 상태와 소비 정서라는 주요한 범주로 구분할 수 있음을 발견하였다. 다음으로 감정과 인지의 관계를 설명하는 이론, 특히 정서의 인지적 평가 이론을 기초로 기존의 기대-불일치 모형에 의한 인지적 과정과 기분 상태→소비 정서의 감정적 과정을 결합하는 연구 모형을 수립하고 확인적 요인 분석과 구조 방정식 모형으로 실증 분석하였다. 실증 연구 결과 점포 내 기분 상태는 유쾌와 각성, 소비 정서는 긍정적 소비 정서와 부정적 소비 정서의 차원으로 구분되며, 기대가 소비자의 점포 내 기분 상태의 인지적 평가로, 불일치가 소비 정서의 인지적 평가로 간주될 수 있으며, 점포 내 기분 상태가 제품의 성과 판단과 소비 정서에 직접적으로 영향을 미친다는 사실이 밝혀졌다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.8
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• pp.4930-4941
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• 2014

This study had three purposes. First, the effects of job-related affective states on emotional labor (deep acting and surface acting) of employees engaging in service job were examined. Second, previous studies focused on the negative effects of emotional labor on job attitudes. On the other hand, this study dealt with not only the negative effects of emotional labor but also its positive effects. In particular, this study examined the effects of emotional labor on positive job attitudes, such as job commitment and job involvement, as well as negative job attitudes, such as exhaustion and cynicism. Finally, this study examined the mediation effect of emotional labor on the relationship between the job-related affective state and job attitudes. The data was collected from 150 employees working in 15 service firms in Korea. The results were as follows. First, the positive job-related affective state increased the deep-acting. On the other hand, negative job-related affective state increased surface-acting. Second, the main effect of deep-acting on positive job attitudes (dedication and vigor) was significant. In addition, the main effects of surface-acting on the negative job attitudes (exhaustion and cynicism) was significant. Finally, the mediating effect of deep-acting on the relationship between positive job-related affective state and positive job attitudes was significant. In addition, surface-acting mediated the relationship between negative job-related affective state and negative job attitudes. The theoretical and practical implications of this study are provided in the discussion session.

• Journal of Korean Society of Transportation
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• v.32 no.3
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• pp.207-217
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• 2014

Many a number of policies have been tried to reduce auto accidents so far, but it is obvious that further studies are still needed to find a more fundamental and multi-dimensional preventive measure with effect. The National Mental Health Statistics shows that the most profound forms of negative emotions, that is, depression and anxiety, have been increasing, but studies on such a topic are scarce to find. Therefore, we conducted a structural analysis between the negative emotions, including depression and anxiety, of drivers and their driving behaviors using a Structural Equation Modeling(SEM) technique. The review of past literature and studies indicated that not all of human emotions manifest themselves as the ultimate behaviors because they go through emotion regulation Strategies. For this reason, the purpose of this study was set to analyze the structural model developed in this study reflecting the emotion regulation strategies. The result of our analysis showed that the driver's negative emotion had a more significant influence on dangerous driving behaviors than safe ones, and especially, the expressive suppression strategy was found to be the highest factor. Also, the total effect analysis with the negative emotional factors showed that expressive suppression had more significant influence compared to that of cognitive reappraisal. The implication of this study might provide a better understanding on driving behaviors of the drivers and could be used as a fundamental study for future policy development to reduce traffic accidents.

• CRM연구
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• v.2 no.1
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• pp.53-72
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• 2009

Customer's reward program is a prevailing promotional technique. Recently, both management and marketing fields have been interested in the failure of customer's reward program. However, there are few empirical research regarding this. Therefore, this study examined a research model that employs justice in processing of customer's reward program perceived by customer to explain commitment(calculative commitment, affective commitment) and complaining behavior which is mediated by negative affect. Data was collected from the customers who dissatisfied with their reward programs. For the analysis, frequency, cronbach' ${\alpha}$ and path analysis were used as statistical test tool. Additionally, SPSS 12.0 and AMOS 4.0 were used for analyzing the hypotheses. As a result, proposed structural model largely supports the hypothesized framework and the major findings of this study are summarized as follows: First, distributive and interactional justice were negatively related to negative affect. But procedural justice didn't influence negative affect. Second, negative affect was negatively related to calculative commitment. But affective commitment wasn't influenced by negative affect. Third, negative affect was positively related to complaining behavior. Fourth, calculative commitment was negatively related to complaining behavior. But negative affect didn't influence complaining behavior. In conclusion, It can be posited that justice, negative affect, 2 forms of commitment and complaining behavior are important factors.

• 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.

• Science of Emotion and Sensibility
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• v.13 no.1
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• pp.129-146
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• 2010

System response times(SRTs) are getting important while increasing the function of system. In the past, most research studied SRTs on situation of computer usage. There are lacking the research on simple domain. This study focuses on behavioral and emotional effect on situation of cell phone usage(experience 1; independent variables: degree of SRTs, dependent variables: behavioral and emotional evaluation). And this study investigates the behavioral and emotional effect in same SRTs on different situation(experience 2; independent variables: degree of SRTs, usage mode, dependent variables: behavioral and emotional evaluation, stress, mental strain). The result indicated that long SRTs increased problem solving time and negative emotion. User evaluated the system differently according to usage mode after they performed the same task. In other word, if user had a strong goal, then they felt more negative emotion and mental effort than the user don't have a strong goal. In the goal mode group, it was important there are being of delay or not. This study demonstrated that SRTs and usage mode influence user's emotion and behavior performance in same task.