• 한국IT서비스학회지
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• 제13권2호
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• pp.219-250
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• 2014

Corporations look for their competitiveness in many different areas, and one of them is customer call center, which provides professional, special service to the customers. The importance and the value of realization of customer satisfaction at each call center have become significant as it plays a leading role and is responsible for customer recreation and follow-up services. This study held in-depth interviews with 3 groups of professional call representatives (categorized by experience) from popular property and life insurance companies in Korea who operate in and outbound calls. Three variables, emotional quotient, organizational citizenship behavior (OCB), and IT utilization skill, were selected and it was observed how these variables affect the job performance of in and outbound call center representatives. The importance of the relationship between the variables and the key factors in the future direction of improvement of the call center representative organization was analyzed. Emotional quotient refers to the ability to recognize and use the emotion of oneself and others. It was considered it would be effective in enhancing the counseling ability of call center representatives, This study identifies the effect of emotional quotient on job performance and organizational citizenship behavior, which is defined as actions outside of normative roles in the organization. Also, the study aims to prove the effect of emotional quotient on the rapidly developing IT utilization ability in relation to job performance. As a result, it was found that service career (3 months, 3 years, 10 years) had a significant effect on the key factors that affect the organization-emotional quotient, IT utilization skill, and OCB. Especially for OCB, it was considered relatively less important to the new employees, while it greatly affected the job performance, rate of settlement, and sustainment of the working life for those with longer experience. Also, the result of the interview for each variable differed by the service career. Emotional quotient, IT utilization skill, and OCB were close connection for the representatives with longer experience than for those with shorter experience. And the level of intimacy of their relationship with job performance was in proportion to the years of service. Thus, to secure stability for the call center representatives and enhance their job performance continually, the importance of emotional quotient and IT utilization skill shall be reflected in the operation process actively. In particular, in order to lead a organization with outstanding culture, a management system shall apply OCB from the recruitment process.

• 웰빙융합연구
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• 제3권3호
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• pp.15-19
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• 2020

Consumers exposed to aesthetic brands can not only experience sensory pleasure but also lead to strong customer loyalty. Furthermore, aesthetic brands can expect to lead to the overall experience of the brand. They include the brand's sensory, emotional, behavioral and intellectual experience. Since aesthetic brands related to the sensory representation of customers, consumers exposed to aesthetic brands can expect to have a meaningful impact on the overall experience of the brand. The study will select aesthetic brands that distributed in Korea and then compare the aesthetic characteristics of each brand. It also seeks to verify the brand attractiveness, consistency, prominence and influence of brand motifs on the brand's sensual, emotional, behavioral and intellectual experience. To verify the influence between variables proposed in this study, we would like to conduct a multiple regression analysis. SAS 9.4 used to verify the hypotheses proposed in this study. Cronbach's α measure to verify reliability of each measurement item. In particular, brand attractiveness and brand motif can verify empirically to confirm that they play an important role in inducing brand experience.

• 한국생활과학회지
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• 제18권5호
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• pp.1063-1075
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• 2009

This study intends to provide foundational data for enhancing the welfare of customers purchasing digital products through analyzing the notes from written on-line reviews. The data used for the analysis are 6,342 on-line reviews for cell phones and digital cameras released from November, 2007 until April, 2008, which was posted on Naver Knowledge Shopping from November, 2007 until June, 2008. Through the on-line reviews, this article analyzed the evaluations on the digital products' hardware, software, design, service, price, and other criteria and the customers' emotional experience in the process of purchase, use, and possession. According to the results of the analysis, negative evaluation and emotional experience were originated from the company's information provision methods and purchase process. In addition, insufficient information searches in the process of online purchases, consumers' low right consciousness, and impolite on-line reviews were also problematic. Customers' evaluations and emotional experiences on digital products were conducted in a complex way. Based on that, this research makes suggestions in the company's marketing, customer education, and theoretical aspect.

• 한국감성과학회:학술대회논문집
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• 한국감성과학회 2011년도 춘계학술대회
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• pp.57-60
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• 2011

• 식품보건융합연구
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• 제7권2호
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• pp.1-10
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• 2021

The purpose of this study is to examine the impact of the service quality of delivery food on customers' emotional response and repurchase intention during the COVID19 pandemic. The proposed research model examined the effect on the service quality, customer sentiment response, and repurchase intention of delivery food. A questionnaire was distributed and measured for 300 consumers who had experience using food delivery services in the last 30 days. The questionnaires from previous researches were revised to fit the purpose of the present study. The survey results were analyzed to verify the reliability and validity of the measured variables. To verify the hypotheses a Structural Equation Modelling (SEM) was used for the study. The results showed that taste, price fairness, and package design positively affected emotional response; moreover, repurchase intention was enhanced by emotional response. This research analyzed the relationships between service qualities of delivery food, emotional response, and repurchase intention when customers consume delivery food during COVID19 in Korea. This study extends the delivery food literature by combining customers' emotional behavior with SEM model. The result suggested competitive strategic plans and development directions of food delivery companies in the rapidly increasing food delivery industry, providing implications for further research.

• 복식문화연구
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• 제19권6호
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• pp.1133-1149
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• 2011

The major aim of this study was to find out that the relation between consumers value and experience quality toward purchase intention in addition to the influence of the consumers value and experience quality on the effects of scarcity message types collaboration using limited edition in global SPA brand. As a result of an empirical analysis, it shows that consumers value and experience quality are co-related to the intention of purchase, especially, brand familiarity and reputation influenced scarcity valuation in the affirmative and both emotional value and epistemic value influenced the intention of purchase under scarcity message. The moderating effect of consumers value and experience quality however, turns out to be not significant although its effect is directionally supported that is purchase intention was high when scarcity message is shown. Moreover, emotional epistemic group was influenced by scarcity message so we found that consumers value is changed to emotional with subjective. This result indicates that we need the scarcity message type reflecting the characteristics of consumers value and experience quality to increase customer's purchase intention.

• 한국비블리아학회지
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• 제32권4호
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• pp.135-159
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• 2021

연구의 목적은 공공도서관과 이용자 간 커뮤니케이션 및 경험을 분석하여 이용자 만족도에 영향을 미치는 요인을 파악하는 것이다. 현재 경영 및 마케팅 분야에서 다양하게 활용하고 있는 고객 경험 관리(CEM)를 적용하여 이용자의 경험을 세분화하여 분석하고자 한다. 이용자의 경험에 대한 접점을 도출하기 위하여 마케팅, 경영 분야의 CEM 연구를 검토하여 물리적 환경, 인적 요인, 커뮤니케이션, 서비스를 독립변수로 설정하고 감정적 즐거움을 매개변수, 이용자 만족을 종속변수로 설정하여 설문 문항을 구성하였다. 설문 방법은 온라인 및 오프라인(대면) 2가지 방법으로 실시하였으며 수집된 총 60개의 설문지를 기반으로 통계분석을 진행하였다. 연구 결과는 이용자의 물리적 환경과 편의성에 대한 경험이 높을수록 만족도가 높게 나타났으나 도서관 접근성은 크게 영향을 주지 않았다. 또한, 도서관 직원 태도나 문제해결능력은 이용자의 만족에 큰 영향을 미치며, 이때 친절함보다는 문제해결 능력이 더 중요한 영향을 주었다. 이때 정서적 즐거움은 매개효과를 가지는 것으로 나타났다.

• 한국콘텐츠학회논문지
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• 제10권6호
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• pp.386-403
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• 2010

본 연구는 콜센터에서 업무특성상 감정노동(emotional labor)을 수행하는 상담원들이 감정소진(emotional exhaustion)의 결과로 고객에 대한 친절의 욕구, 성취감의 욕구 저하가 초래되어 고객지향성 및 직무만족에 영향을 주는 요인에 대하여 연구하였다. 콜센터 상담원의 감정소진이 고객지향성 및 직무만족에 어떠한 영향을 미치는지를 살펴보고자 연구모형과 가설을 설정하였다. 가설검증을 위해 서울지역 콜센터 상담원을 대상으로 회수된 설문지 157부를 실증분석에 이용하였다. 본 연구에서는 해당 상담원의 감정소진이 고객지향성 및 직무만족에 부정적인 영향을 미치는 것으로 검증되었다. 상담원의 감정소진의 정도를 줄이기 위해서는 업무수행시 시간적 압력을 낮추고 업무의 자율성과 권한을 부여하여야 하며, 유관부서의 적극적인 지원과 관리자들과 상담원간의 지속적인 커뮤니케이션을 통하여 감정소진을 저하 시키는 요인을 제거하고 개선시켜서 업무수행의 주체인 상담원의 감정소진 경험을 최소화 시켜야 한다는 중요성을 본 연구에서 제시하였다. 본 연구는 콜센터 운영에 있어서 상담원의 감정소진이 고객지향성 및 직무만족에 부정적인 영향 요소라는 것을 제시하였다는 데 의의 가 있다.

• 디지털융복합연구
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• 제17권11호
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• pp.117-126
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• 2019

본 연구는 휴대폰 오프라인 매장에 초점을 맞추어 고객이 매장을 방문하여 제품을 실제로 체험하기 이전의 고객참여 수준 및 브랜드와 맺은 관계몰입이 매장에서의 체험에 어떠한 영향을 줄 수 있는지를 분석하였다. 애플, 화웨이, 샤오미, 삼성 등 휴대폰 오프라인 매장을 체험한 259명 중국 소비자들을 대상으로 데이터를 수집하였다. 연구결과로는 첫째, 고객참여가 브랜드에 대한 규범적 몰입, 감정적 몰입, 지속적 몰입에 모두 유의한 영향을 미치는 것으로 나타났다. 둘째, 이러한 관계몰입은 매장에서의 오락적 체험, 교육적 체험, 현실도피 체험, 미적 체험에 부분적으로 유의한 영향을 미치는 것으로 나타났다. 셋째, 브랜드 팬쉽 수준이 높은 고객일수록 관계몰입이 미적 및 일탈적 체험에 미치는 영향이 더욱 증가하였다. 본 연구의 결과는 고객의 브랜드 체험과 관련하여 고객의 참여와 관계몰입이 미치는 영향을 이해하는데 도움을 주고 체험 마케팅에 시사점을 제공할 것으로 기대한다.

• 한국의류학회지
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• 제36권5호
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• pp.534-548
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• 2012

This study investigates the emotional labor of fast fashion sales personnel using the qualitative research method. The research was performed through an in-depth interview with 10 sales personnel (managers, coordinators, head cashiers, and sales associates) who experienced fast fashion brands from July to October in 2011. The results of this study provide that fast fashion brands do have specific feeling rules and display behavior. Even though the sales personnel spend an extremely short time (about 1 minute) to serve customers, most of them experience exhaustion, fatigue, burnout and self-alienation because of emotional dissonance. Sales personnel do deep-acting and surface acting simultaneously and interviewees who have longer and more sales experience express less emotional dissonance. To reduce the negative results of emotional labor, the company plays an important role through the organizational culture; in addition, deep-acting could be recommended for a beginner until they are comfortable with sales. The results of this study provide the elements of emotional labor in a fast fashion and practical suggestions for store operation and sales personnel training.