• Journal of Industrial Convergence
• /
• v.1 no.2
• /
• pp.53-67
• /
• 2003

This paper intends to contribute to the understanding of customer repurchase by studying the relationship between correction of postpurchase dissonance and intention of customer repurchase. Previous studies have broadly speculated on the relationship between the intensity of dissatisfaction and repurchase; few empirical results have, however, been reported. This study is based on a convenience sample of 257individuals who reported intensity of dissatisfaction and type of responses to dissatisfying retailing service situations. The results of an empirical study, the relationship is found between correction of postpurchase dissonance and intention of customer repurchase. And it examines the relatively important marketing factors influencing customer repurchase.

• Asia Marketing Journal
• /
• v.16 no.4
• /
• pp.39-57
• /
• 2015

Ever since Hochschild (1983) introduced the concept of emotional labor in the workplace, it has constantly interested researchers due to its impact on employees' well-being as well as organizational outcomes. However, a thorough understanding of emotional labor and its relationship with various outcomes in sales people is not yet realized. In a systemic approach to the concept using quantitative methods is still necessary. The present study treats emotional labor as two factors (e.g. emotive dissonance and emotive effort). The psychological and behavioral outcomes of each sub-construct of emotional labor are investigated within a parsimonious framework. The findings suggest that emotional dissonance affected job satisfaction, while emotive effort had a significant influence on emotional exhaustion and job performance.

• Management & Information Systems Review
• /
• v.39 no.2
• /
• pp.127-143
• /
• 2020

As customers' irrational, rude behaviors are often covered by media recently, the issue is becoming a more serious social issue. Workers' stress in the service industry is very severe because they have to face and interact with customers with rude behaviors in-person due to the nature of the job. As a result of customers' rude behaviors, workers even desire to leave their organization because they feel doubts about their job and have negative emotions such as unpleasantness, depression, and fear. Considering that customers' rude behaviors directly impact service industry workers' ability to offer proper service, it is necessary to have appropriate measures against their rude behaviors. This research examined the impact of customers' rude behaviors on service industry workers' emotional dissonance, its impact on job stress, and the impact of job stress on organizational deviance, life violations and creativity. The study also analyzed the moderating effects of stress management education in emotional dissonance and job stress relationship to device ways to manage job stress more positively. To collect data, the study conducted a survey on medical service workers in the customer service sector of large general hospitals and small or medium-sized hospitals in Busan, and the results were as follows. First, rude behaviors had a significant positive(+) effect on emotional dissonance, which had a significant positive(+) effect on job stress. Third, job stress had a significant positive(+) effect on both organizational deviance an life violations. Fourth, job stress had a negative(-) significant effect on creativity. Fifth, there was no moderating effect of stress management education in the relationship between emotional dissonance and job stress.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.17 no.11
• /
• pp.491-506
• /
• 2016

The purpose of this descriptive survey study was to explore the effects of emotional labor on professional quality of life of emergency department nurses and to elucidate any mediating effects of emotional dissonance between emotional labor and professional quality of life. A total of 227 nurses, including general, charge, and head nurses, who have worked in an emergency department at university hospitals, general hospitals, and junior general hospitals located in Gyeongnam, Daegu and Gyeongbuk areas over a period of 6 months. Data were collected between December 12 and December 29 of 2015. We analyzed the data with descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient, and three-step mediated regression analysis using SPSS/WIN 21.0 program. The average scores of emotional labor, compassion satisfaction, compassion fatigue, burnout, and emotional dissonance were 4.50 out of 7.00, 31.62 out of 50.00, 29.48 out of 50.00, 29.27 out of 50.00, and 5.02 out of 7.00, respectively. Emotional labor had significant effects on compassion fatigue and burnout, showing explanatory power of 12% and 29%, respectively. Emotional dissonance had partial mediating effects in the relationship between emotional labor and compassion fatigue and complete mediating effects in the relationship between emotional labor and burnout. In summary, to improve the professional quality of life of nurses, it is necessary to develop effective strategies to minimize their emotional labor and emotional dissonance.

• Journal of Convergence for Information Technology
• /
• v.11 no.10
• /
• pp.239-249
• /
• 2021

The purpose of this study is to verify the mediating effects of psychological flexibility on the relationship between emotional dissonance and mental health(depression, anxiety, somatic symptoms) in university administration staff. For this study, a sample of 191 university administration staff completed the questionnaires. The data was analyzed using the SPSS program and Sobel Test. The results of the analysis are as follows: 1. Most of the university administration staff had difficulties with emotional dissonance(52.36%), depression(47.12%), anxiety(58.12%), and somatic symptoms(62.83%). 2. The risk group of emotional dissonance had a significantly higher level of depression, anxiety and somatic symptoms compared with the normal group. 3. Emotional dissonance and psychological flexibility had a significant effect on depression, anxiety and somatic symptoms. 4. The mediating effects of psychological flexibility on the relationship between emotional dissonance and mental health(depression, anxiety, somatic symptoms) was verified. Finally, We suggested the need to intervene in emotional labor and mental health in university administration staff and psychological flexibility as an intervention and prevention method.

• Korean Journal of Social Welfare Studies
• /
• v.48 no.4
• /
• pp.187-219
• /
• 2017

The purpose of this study was to examine the relationship among potential job-related risks, emotional dissonance, and job turnover intention of caregivers at the long-term care facilities in South Korea, and to explore the potential mediator role of burnout in this association. For the study, survey data of 434 caregivers at long-term care facilities were collected and analyzed using structural equation modeling method. The results showed that high level of caregivers'perception of the potential job-related risks led to increased burnout and turnover intention of caregivers. Second, caregivers'burnout partially mediated the effect of the potential job-related risks on turnover intention. Third, the more caregivers experience emotional dissonance, the higher the possibility of caregivers'burnout. On the other hand, emotional dissonance of caregivers did not give significant direct impact on turnover intention. Burnout fully mediated the relationship between emotional dissonance and turnover intention of caregivers. Lastly, the more caregivers experience burnout, the higher possibility of turnover intention. Based on the results, researchers suggested possible intervention methods as well as preventive measures to reduce the turnover of caregivers at long-term care facilities.

• Korean Journal of Culture and Social Issue
• /
• v.11 no.1
• /
• pp.25-42
• /
• 2005

The present research examined the proposition that once people violate traffic regulations, they would experience cognitive dissonance and subsequently engage in changing their attitudes toward the law negatively in order to reduce the dissonance. In an experiment, participants were presented with three scenarios in which a person violated traffic laws, and they were asked to imagine themselves as the person of the scenarios and write statements supporting the unlawful behaviors. Participants' attitudes toward the general traffic law and the regulations related to the violations were measured 8 weeks before and right after the experimental treatment. The results, as expected, showed that their attitudes toward the general traffic law and the specific regulations in the scenarios changed negatively after writing the statements. In each secnarios, the participants who chose to wrote statements supporting the unlawful behaviors showed great attitude changes that those who did not write the statements. Furthermore, attitudes toward the regulations that were not directly related to the scenarios did not change significantly, and participants who were expected to experience stronger dissonance arousal (e.g.., supported more unlawful behaviors or had have more positive attitudes toward the law before the experiment) showed greater attitude changes. These results support the effects of trivial unlawful behaviors on attitudes toward the law and strongly suggest the role of cognitive dissonance underlying the effects.

• Journal of Intelligence and Information Systems
• /
• v.28 no.4
• /
• pp.61-79
• /
• 2022

This study investigated the effect of cognitive dissonance that people experience during online communication on face-to-face communication. When people communicate with others on Interne using the comment system, they know that all the people including themselves equally participate in the discussion as one of the many commenters. At the same time, they somewhat distrust other commenters' attitudes because of the Internet anonymity. We name this seemingly contradicting beliefs as cognitive dissonance and examine how these beliefs affect the intention to communicate in face-to-face. Also, the proposed research model includes other factors such as curiosity and the differences in attitudes between online and offline. To verify the hypotheses, a total of 323 comment system users were recruited and show that most of the hypotheses were supported. This study emphasized its implications by examining the reasons when and why people prefer direct communication rather than comment based communication.

• Korean Journal of Occupational Health Nursing
• /
• v.24 no.1
• /
• pp.31-38
• /
• 2015

Purpose: The purpose of this study was to explore the impact of emotional labor on burnout in stroke patients' caregivers. Methods: Data were collected from 141 paid caregivers working at 3 hospital across Gyeonggi province from January to April 2014. Results: The caregivers' level of emotional labor showed 2.9/5.0 points and burnout, 2.5/5.0. A significant correlation was found among attentiveness to required display rules (p=.007), emotional dissonance (p=.001) and burnout. In a multiple regression, age (${\beta}$=.279, p=.001) and emotional dissonance (${\beta}$=.193, p=.046) were associated with burnout in caregivers. These factors attributed to 16.9% of variance in the burnout of caregivers. Conclusion: These results suggest that burnout in stroke patients' caregivers can be influenced by emotional dissonance as well as physical condition such as age. Accordingly, it is necessary to be develop support program to deal with mental labor to improve their mental health and lighten their workload for caregivers.

• Journal of the Korea Society of Computer and Information
• /
• v.20 no.9
• /
• pp.73-80
• /
• 2015

Cyberloafing is a term used to describe the actions of employees who use their Internet access at work for personal use while pretending to do legitimate work. This research that this puts the foundation on the general deterrence theory, social control theory, and Triandis model compares the individual characteristic including the group norm, self-control, perceived value among many factors having an effect on the personal ethical decision-making besides the general principles of ethics and stipulated regulation like the severity of sanction together. It was exposed to have the effect that the severity of punishment, self control, and perceived value notes to the internet abuse action. Therefore, the education and rules of punishment which is consistent along with the theoretical thesis supporting the groping of the preparation plan that is active in the various ethic problems has to be built. It is necessary that the company devises the internet application in the appropriate range, that is the partial the affirmation feeling which and it can allow officially. According to the cognitive dissonance, since this will have to allow with the positive direction can move to the misuse action with the intention differently, it can draw a conclusion.