• 한국식생활문화학회지
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• 제26권6호
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• pp.641-648
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• 2011

The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: ${\chi}^2$ 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

• 디지털융복합연구
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• 제10권2호
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• pp.287-292
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• 2012

본 논문에서는 모바일환경에서의 사용자 감정인지를 통한 개인화 서비스 지원에 필요한 위치기반 센싱 데이터의 전처리 기법과 사용자 감정 데이터의 구축 및 전처리를 위한 V-A 감정 모델에서의 감정 데이터 전처리 기법에 대하여 연구한다. 이를 위하여 그래뉼러 컨텍스트 트리 및 스트링 매칭 기반의 감정 패턴 매칭 기법을 사용한다. 또한 상황 인지를 통한 개인화 서비스를 위해 확률 기반 추론을 이용한 상황 인식 및 개인화 서비스 추천 기법에 대하여 연구한다.

• 한국의류산업학회지
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• 제22권2호
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• pp.240-249
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• 2020

This study reviews studies that used skin temperature in order to establish an emotion evaluation protocol based on skin temperature for home appliances. A survey of skin temperature evaluation papers was conducted by the following five stages: (1) keyword search, (2) title screening, (3) abstract screening, (4) full paper screening, and (5) relevance evaluation. Selected papers were reviewed for: purpose, recruitment criteria of participants, the number of participants, apparatus, procedure, measures, analysis methods, and major findings. Thermistor sensors and thermography are used for the measurement of skin temperature. Skin temperature sensors are attached to 4 - 10 locations on the body and their mean of skin temperature is calculated by Ramanatan's 4-point or Hardy & Dubois's 7-point method. Semantic differential (SD) method and thermography measuring facial surface temperature have been used for emotion evaluation. The SD method provides a set of adjective pairs related to a product and evaluates changes in emotion from the use of the product. The range of facial surface analyzed is defined in the thermal image and temperature changes before and after the evaluation are analyzed. The evaluation items of home appliances include form, color, material, aesthetics, satisfaction, novelty, convenience, pleasantness, and excellence. Many existing emotion studies using skin temperature do not apply physiological and psychological methods. This study provides basic data to establish a skin temperature and emotion evaluation protocol by examining literature for skin temperature and evaluation of sensitivity.

• 유통과학연구
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• 제15권1호
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• pp.21-30
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• 2017

Purpose - These days, Korean society with more than 2 million foreigners has made multi-cultural society quickly. Multi-cultural society has become popular and anti multi-cultural phenomenon has grown up gradually against Korea's traditional habits. Research design, data, and methodology - European countries that were said to be multi-cultural society had suffered from terror, riot and other social conflicts. The study examined Koreans' racism and anti multi-cultural emotion to investigate the conditions and causes of anti multi-cultural emotion. Further, this study investigates a prevention of the worst case such as Norway terror and the countermeasures compared to each country's social customs. Results - Koreans are not generous to the foreigners. Foreign countries' cases after failures in multi-cultural society might give future implications on multi-cultural society in Korea. Conclusions - Korean society have not produced new one by introducing another races, nationality and culture not cognizing failure experiences of multi-culturalism like Europe. Nonetheless, Korean society shall not give up multi-culturalism. Korean society shall prepare for multi-culturalism society to lessen social conflict as much as possible and not to neglect anti culturalism emotion producing social conflict, and shall investigate the related causes to lessen anti multi-culturalism emotion and to integrate Korean style of multi-culturalism society for Korea as a tool of nation management.

• 한국산학기술학회논문지
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• 제12권11호
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• pp.4819-4825
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• 2011

이 연구는 노인들의 성격유형이 스트레스 저항에 미치는 영향이 있는지를 개인이 지닌 뇌신경 생리학적 지표인 뇌파 측정을 이용하여 비교하여 보았다. 대상자는 한국정신과학연구소에 2007년 9월에서 2010년 12월까지 뇌파측정을 실시한 노인(만 65세 이상)들을 기준으로 선정한 자료이며, 총 1108명이다. 행동성향의 분포도는 긍정 적극성향이 552명, 부정 소극성향이 556명이었으며, 정서성향의 분포도는 명랑(외향)성향이 735명, 우울(내향)성향이 373명이었다. 분석 결과 노인들의 행동성향과 스트레스 저항과는 무관하였으며, 정서성향과 스트레스 저항과는 (p=.000)으로 유의미한 차이가 있었다. 즉, 명랑(외향)성향이 우울(내향)성향에 비하여 항 스트레스지수에서 평균이 높게 차이가 났으며, 이는 스트레스를 이겨낼 수 있는 능력이 높다고 할 수 있겠다. 이 연구 결과 정서성향과 스트레스 저항능력이 관련이 있음을 보여주었으며 미치는 영향이나 작용기전을 규명하는 연구가 필요하다고 사료된다.

• 대한안전경영과학회지
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• 제17권3호
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• pp.247-263
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• 2015

This study seeks to identify effects derived from emotional labor in the distribution industry, and draw ways to systematically manage the employees by exploring effects of the emotion work on performance. For the purpose, literature reviews and empirical experiments were conducted to find out effects of emotional labor and false face acting on emotion work and organizational performance and effects of social support and job autonomy on the relationship between emotion work and organizational performance. To verify the hypothesis, we conducted a hierarchical regression analysis and structural equation model analysis using SPSS 20 and AMOS19. The result of the verification in this study is as follows: First, effects of emotional labor on burnout was found to be statistically significant, second, as for the path-coefficient for "emotional labor ${\rightarrow}$ emotion work" and "emotional labor ${\rightarrow}$ job satisfaction" was not statistically significant, while the path-coefficient for "emotional labor ${\rightarrow}$ service level" was found to be statistically significant. Third, effects of emotion work on job satisfaction was found statistically significant, fourth, emotion work on the service level was found statistically significant, fifth, effects of false face acting on emotion work was found statistically significant, sixth, effects of false face acting on burnout was statistically significant, seventh, moderating were found statistically significant and lastly, moderating effects of the relationship between emotion work from job autonomy and organization performance was not verified in job satisfaction, while emotion work, job autonomy, and interaction variable in service level were statistically significant.

• 한국의류산업학회지
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• 제19권6호
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• pp.712-722
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• 2017

Attention to appearance is a common concern for all. Images created by appearance play an important role in judging people in terms of social life in contemporary society. This study investigated general behaviours of appearance management behaviours of both male and female college students, and categorised consumption emotion experienced by appearance management. In this regards, it was examined how consumers' psychological mechanism of consumption emotions influences consumers' satisfaction and their behavioural intentions. The main results are as follows: First, female students invest more time and money into appearance management compare to male students and have a higher level of attention. Secondly, both male and female students experience a variety of consumption emotions in appearance management behaviours. According to gender, female students show a higher level of positive and negative consumption emotions than male students. Thirdly, there are five emotional types (Confidence, Annoyance, Refreshment, Enjoyment, Anxiety) as the result of the consumption emotional typology in terms of appearance management behaviours of male and female university students. Fourthly, there are different emotional groups which influence consumers' satisfaction or behavioural intention according to gender in appearance management behaviour. In general, emotional groups such as 'Confidence, Delight and Anxiety' have a positive influence on consumers' satisfaction and behavioral intention, and 'Annoyance' composed of negative emotions have negative influence. In this respect, this research can contribute to beauty product development and marketing strategy with reflecting consumption emotion, and better understanding of consumption culture of university students which plays a pivotal role in appearance management behavior.

• 유통과학연구
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• 제10권10호
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• pp.17-24
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• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.

• 한국식생활문화학회지
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• 제34권4호
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• pp.432-439
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• 2019

The purpose of this study is to measure the effect of customers' waiting time on their revisit intention through their emotion. Also this study assessed the effect of restaurant selection attributes on consumers' revisit intention in Korea. This study used experimental scenario questionnaires for collecting data. Frequency analysis, Cronbach's alpha, correlation, t-tests and multiple regression analysis were assessed using SPSS. Customers preferred taste, sanitation and service when selecting a restaurant to dine out. The results of this study found that there were no significant differences between positive and negative emotions due to waiting time. Findings of this study suggested that waiting time, convenience, nutritional value, and emotion influenced consumers' revisit intention. Therefore, reducing waiting time and providing proper service will help consumers have positive emotions to return to dine at a restaurant.

• 가정과삶의질연구
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• 제27권2호
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• pp.1-9
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• 2009

The purpose of this study was to investigate the influence of demographical variables(gender and age) and alienation on adolescent's negative emotion-induced eating motivation. The subjects were 389 middle and high school students who lived in Keoungbok. The data were analyzed by t-test, one-way ANOVA and stepwise multiple regression(using SPSS 12.1). Major findings were as follows: 1) There was difference in adolescent's negative emotion-induced eating motivation according to gender, age, and level of alienation. Adolescent's negative emotion-induced eating motivation tended to be higher when adolescent were girl students, or high school students or in higher level of alienation. 2) Alienation was the stronger predictor of adolescent's negative emotion-induced eating motivation than gender and age. 3) There was difference in boy adolescent's negative emotion-induced eating motivation according to age and level of alienation. But there was difference in girl adolescent's negative emotion-induced eating motivation only according to level of alienation. 4) For boy, alienation was the stronger predictor of adolescent's negative emotion-induced eating motivation than age. But for girl alienation was only significant predictor of adolescent's negative emotion-induced eating motivation.