• Journal of Information Technology Services
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• v.13 no.2
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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.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.10
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• pp.1497-1508
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• 2008

The objective of this study is to identify the types of relationship quality of department store fashion consumers. This study also aims to look at if consumers form different type of relationship quality with various relation partners. In this study, qualitative research was conducted on 25 female consumers to come to a comprehensive and in-depth understanding of fashion consumers' diverse loyal relationships. Fashion consumer's relationship quality consisted of 'self attachment', 'symbolic', 'trust', 'intimacy', 'compensational bind', and 'habitual alternative'. 6 relationship quality dimensions were distinguished according to each dimension's emotional involvement level and conscious activeness level of consumers. While self attachment was classified as emotional and active relationship quality, compensational bind and habitual alternative were typical relationship quality types of fashion store loyalty such as department store loyalty, thus classified as inertial and cognitive relationship quality type. This study might provide a useful direction to apparel brands and retailers in finding out which relationship quality type is more effective for differentiated marketing strategies.

• Journal of Korean Academy of Nursing Administration
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• v.20 no.5
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• pp.492-504
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• 2014

Purpose: The purpose of this study was to understand the meaning and essence of happiness by exploring and describing career nurses' lived experiences. Methods: Qualitative research was used in this study. Hospital nurses who had 3~5 years of experience in the clinical setting were interviewed and the data were analysed using Giorgi's phenomenological method. Results: Six main meanings and seventeen themes emerged. The six main meanings were as follows: self-confidence as a professional nurse, passion for self-realization, feeling of satisfaction in performance of nursing care, being grateful for working environment, emotional intimacy in interpersonal relationships, and taking delight and pleasure in leisure life. Conclusion: The results of this study provide deep understanding of happiness as positive experiences that increase job satisfaction and aid retention to the nursing profession. These results can be used in the development of effective strategies to improve and expand nurses' happiness.

• Journal of Korean Academy of Nursing
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• v.33 no.6
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• pp.847-855
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• 2003

Purpose: This study was done to develop a bereaved family care program by identifying characteristics of a grief healing process in a child loss. Method: The subjects were five bereaved mothers who have lost their children with cancer. Data was collected with in-depth interviews using grief phase assessment tool and grief reaction assessment tool from 1, February, 2001 to 31 August, 2002. Data was analyzed on the basis of two tools. Result: Process of grief in general was as follows: evading phase was within one week - one month, confrontation phase was 5 - 12 months, and reconciliation phase was after 9 months and still going on when the study was finished. Grief reaction in five (physical, cognitive, emotional, social, and spiritual) dimensions was stabilized when the phase moved into reconciliation phase. Influencing factors were intimacy and expectation towards child, social support, personality, prior loss experience, coping style, religion, culture, family cohesion, openness of communication, and stress events. Conclusion: These results suggest that a bereaved family care program considering characteristics of Korean culture should be developed and activated.

• Korean Journal of Child Studies
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• v.22 no.4
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• pp.99-113
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• 2001

In this study of the relationships between quality of children's friendships, their self-perception and school adjustment, 434 4th, 5th, and 6th graders replied to a series of questionnaires. Girls reported higher levels of quality of friendship in the areas of emotional security, help, intimacy, and acknowledgement than boys. Boys showed higher levels of self-perception in cognitive competence, athletic ability and social acceptance than girls. Positive friendship quality and friendship satisfaction were related to self-perception and school adjustment. Variables that influenced school adjustment were social behavior, cognitive competence, global self-worth, pleasure in companionship, and athletic ability. For boys, variables which influenced school adjustment were social behavior, cognitive competence, pleasure in companionship, and global self-worth. For girls, the variables were global self-worth, cognitive competence, trust, social behavior, and athletic ability.

• Journal of Korean Academy of Nursing
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• v.34 no.2
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• pp.297-306
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• 2004

Purpose: This study was done to identify the relationship between social support and morale in the elderly. Method: A structured questionnaire was carried out from April, 2003 to June, 2003 on 203 elderly. The data was analyzed with a SPSS program for descriptive statistics, Pearson's correlation coefficients, t-test, ANOVA, and stepwise multiple regression was done Result: The level of social support was moderate, and family support was the highest score. In types of support, appraisal support was the highest score. The level of morale was slightly lower than moderate, and the score of social support showed significantly positive correlation with morale. In general characteristics, several variables were significantly related to social support and morale. The most powerful predictor of morale was material support by family and the variance was 19.6%. A combination of material support by family, emotional support by relatives, level of satisfaction with pocket money, perceived health, level of intimacy with one's children, and material support by friends account for 43.3% of the variance in morale of the elderly. Conclusion: To increase the morale of the elderly, it is necessary to consolidate material support by family and relatives.

• Journal of Families and Better Life
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• v.29 no.3
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• pp.133-141
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• 2011

The purpose of this study was to investigate the correlations among physical, relational aggression and friendship quality and the similarity of perceptions of friendship quality between friends. Moreover, APIM was applied to examine the actor and partner effects of aggression on friendship quality. The subjects were 339 5th grade children recruited from 2 public primary schools located in Gyeonggi province. The results demonstrated that there were significant correlations between friendship quality and both types of aggression. The perceptions of help, intimacy, emotional stability, and conflict between friends were significantly similar. Finally, there were significant self-effects of physical aggression on friendship conflict. Moreover, there were self-and partner-effects of relational aggression on friendship conflict.

• International journal of advanced smart convergence
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• v.12 no.2
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• pp.1-16
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• 2023

Influencer advertising, which has gained significant attention in academia and industry, is widely adopted as a digital marketing strategy. This study empirically analyzes the impact of perceived influencer channel attributes and ad attributes on the suitability of advertisements and their effects on consumers' positive and negative advertising behaviors. The research aims to identify various factors that can enhance the effectiveness of influencer advertising. The results reveal that among the influencer channel attributes, informativeness and intimacy have a positive impact on ad suitability, while ad clutter has a negative impact. Additionally, ad-influencer fit positively affect ad attention and negatively influences ad avoidance. Based on these findings, companies can enhance the effectiveness of influencer advertising by first selecting influencers who align well with the advertisement and emphasizing informativeness and emotional bonding to improve ad suitability. Moreover, the study suggests that influencer advertising strategies can be effective as long as they avoid excessive ad clutter, as it diminishes ad suitability. Marketing practitioners and advertising planners can utilize these insights to formulate more effective influencer advertising strategies.

• Journal of Agricultural Extension & Community Development
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• v.16 no.3
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• pp.503-532
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• 2009

This study aims at identifying any difference in the quality of life according to the patterns of living together in the family for the aged women who live in the rural areas. The findings of this study can be summarized in brief. First, those aged women who live alone showed a higher ratio of works like farming with less average income and less perception of living standards but better ADL than those of the aged women who live together with their family. Second, as a result of logistic regression analyses to identify factors to predict the patterns of living together in the family for the aged women in the rural areas, those aged women who live alone showed more cases of farming, higher ADL level, higher degree of economical preparations and more perception of intimacy with their offspring than those of aged women who live together with their family. Unlike these results, those aged women who live together with their family have less average income, more phone calls with their neighbor and higher quality of life that those of aged women who live alone. Third, as a result of impact variables in the quality of life by the pattern of living together in the family for the aged women in the rural areas, those aged women who live together their family showed higher quality of life with better preparations for the health, emotion and economy for their aged life, and with less number of offspring and more frequency of phone calls with their neighbor. In addition, those aged women who live along in the rural areas showed higher quality of life with better emotional preparations, better economic preparations, more number of offspring, more friendly with their neighbor and more emotional supports.

• The Journal of the Korea Contents Association
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• v.21 no.1
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• pp.1-11
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• 2021

The users of a chatbot messenger can be better engaged in the conversation if they feel intimacy with the chatbot. This can be achieved by the chatbot's effective expressions of human emotions to chatbot users. Thus motivated, this study aims to identify the appropriate emotional expressions of a chatbot that make people feel the social presence of the chatbot. In the background research, we obtained that facial expression is the most effective way of emotions and movement is important for relationship emersion. In a survey, we prepared moving text, moving gestures, and still emoticon that represent five emotions such as happiness, sadness, surprise, fear, and anger. Then, we asked the best way for them to feel social presence with a chatbot in each emotion. We found that, for an arousal and pleasant emotion such as 'happiness', people prefer moving gesture and text most while for unpleasant emotions such as 'sadness' and 'anger', people prefer emoticons. Lastly, for the neutral emotions such as 'surprise' and 'fear', people tend to select moving text that delivers clear meaning. We expect that this results of the study are useful for developing emotional chatbots that enable more effective conversations with users.