• International Journal of Advanced Culture Technology
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• v.12 no.2
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• pp.180-189
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• 2024

We aimed to see if approach-avoidance visual experience would have different effects in the valence rating of emojis. Previous literature has shown that approach-avoidance tendencies have influences people's emotional perceptions. Up until now, research on emojis have been heavily focused on static emojis, which gives room for exploration whether if movement added on to emoji would elicit different emotional responses. In the study, we examined the impact of approach-avoidance visual experience of emojis via mobile interface, categorized into 4 experimental conditions (positive approach, negative approach, positive avoid, and negative avoid), and conducted semi-structured interviews to identify users' reasonings towards their valence ratings on specific emojis with approach or avoid movements. We found that positive approach emojis were the highest valence rating and preferred by the participants, while there were no differences between negative emoji approach or avoidance. Based on these findings, we conclude that positive emojis could be intensified to be more positive with approach motion, yet for negative emojis, individual differences or contextual differences may arise in its emotional ratings.

• 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 Korea Convergence Society
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• v.12 no.8
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• pp.55-60
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• 2021

In order to prepare basic data for research on the protection of emotional workers in Pyeongtaek with the support of Pyeongtaek City, this study conducted a survey centered on 104 counselors classified as emotional laborers. Based on the results of the survey centered on 104 emotional workers, basic research data on the difficulties of emotional workers can be prepared, and protection methods for emotional workers who are currently interested in each local government can be found. As a result of selecting a sample centering on counselors in Pyeongtaek City for a survey on the actual condition of emotional workers, and conducting a survey based on the selected samples, it was found that emotional workers did not find their rights to human rights and were not protected even in the workplace. Currently, a bill to protect emotional workers is being announced, but it is not protected, so it is confirmed that system improvement is necessary. This study focused on 104 items that were significant through pre-processing among the recovered questionnaires. It was analyzed using SPSS, R, and it was confirmed that there is a need for a regulation that can provide an institutional device in Pyeongtaek City. In this study, it is judged that it is necessary to prepare a protective device for emotional workers by selecting more samples corresponding to the occupational group of emotional workers.

• Journal of Advanced Navigation Technology
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• v.15 no.5
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• pp.808-822
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• 2011

In the subject experiment of this paper, contrary to the existing thesis about the emotional labor of people in the face-to-face service industry, I have chosen call center agents as they are primary first point of contact with customers in the airline industry. The main purpose of this experiment is to understand the relationship in between workplace burnout and emotional labor. In this study, I have investigated the following concepts; the effect of mediation on emotional labor, the different levels of emotional labor, and recommendations for improvement of competitive power to the call center agent as a member of the organization. The main results of experiment are as follows. First, the emotional labor given by the airline call center agents affects the rate of burnout. Second, support from workplace superiors showed that mediation had an effect on the relationship between emotional labor and burnout, however support from co-workers had no effect whatsoever. It is hope that this paper would supply information to give a competitive edge for airline call centers and their agents.

• Journal of Convergence for Information Technology
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• v.7 no.5
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• pp.157-167
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• 2017

This study aims to establish measures to prevent emotional abuse by analyzing court precedents related to emotional abuse at daycare centers of Korea. For this, ten precedents of first trial and four precedents of appellate trial related to emotional abuse were analyzed in depth. In the results of study, there were diverse types of emotional abuse at daycare centers such as assaulting(hitting head, face, and buttocks with hands and feet), throwing things, neglecting, forcefully feeding food, stopping mouth with handkerchief and wet tissue, skipping meals, and showing scary images. And the main issues of precedents included the matter of justifiable act as circumstances precluding wrongfulness, and the matter of applying the joint penal provision. Based on such results, the measures to prevent emotional abuse at daycare centers were suggested.

• Journal of Korea Entertainment Industry Association
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• v.13 no.8
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• pp.13-24
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• 2019

The purpose of this study is to understand how emotional labor of hairdresser effects job burnout and turnover intention. In order to achieve this study, the data is collected from questionnaires distributed to employees of beauty shops of Gwangju and Jeonam using convenience sampling method. A total of 356 questionnaires were used for the research. Survey data is analyzed by SPSS win 21.0 program. The research findings are as follows. First, the emotional labor of hairdresser is classified by the surface action and deep action. Also, job burnout of hairdresser is classified by the emotional exhaustion, reduced personal accomplishment and depersonalization. Second, the effect of emotional labor of hairdressers on job burnout have the significant influence. Third, the effect of emotional labor of hairdressers on turnover intention have the significant influence. Fourth, the effect of job burnout of hairdressers on turnover intention have the significant influence. These results suggest that programs to lower emotional labor should be focused on developments to improve the quality of beauty services.

• MALSORI
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• no.62
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• pp.19-32
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• 2007

This study investigated the perception of emotional voices by transplanting some or all of the prosodic aspects, i.e. pitch, duration, and intensity, of the utterances produced with emotional voices onto those with normal voices and vice versa. Listening evaluation by 24 raters revealed that prosodic effect was greater than segmental & vocal quality effect on the preception of the emotion. The degree of influence of prosody and that of segments & vocal quality varied according to the type of emotion. As for fear, prosodic elements had far greater influence than segmental & vocal quality elements whereas segmental and vocal elements had as much effect as prosody on the perception of happy voices. Different amount of contribution to the perception of emotion was found among prosodic features with the descending order of pitch, duration and intensity. As for the length of the utterances, the perception of emotion was more effective with long utterances than with short utterances.

• Journal of Engineering Education Research
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• v.22 no.6
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• pp.64-73
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• 2019

The purpose of this study is to explore characteristics of engineering students' Interpersonal Problems, Emotional Clarity, and Empathic Ability compared with humanities and social sciences students. A total of 739 college students participated in the study (459 enginerring students and 280 humanities and social sciences students). We tested research question by employing the t-test. The result showed that engineering students have higher level of clarity of feelings, perspective taking, empathic concern and lower level of attention to feelings, personal distress than humanities and social sciences students. Moreover, engineering students showed lower level of cold, socially avoidant, exploitable problems than humanities and social sciences students. We dicussed that programs aiming at developing engineering students' emotional awareness and improving their interpersonal relationships should be provided.

• MALSORI
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• no.54
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• pp.45-61
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• 2005

In this paper, we present a method of generating intonation contour for Korean text-to-speech (TTS) system and a method of synthesizing emotional speech, both based on Soft template mark-up language (Stem-ML), a novel prosody generation model combining mark-up tags and pitch generation in one. The evaluation shows that the intonation contour generated by Stem-ML is better than that by our previous work. It is also found that Stem-ML is a useful tool for generating emotional speech, by controling limited number of tags. Large-size emotional speech database is crucial for more extensive evaluation.

• Journal of information and communication convergence engineering
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• v.21 no.1
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• pp.68-74
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• 2023

This study examines the response of users' feelings from a gender perspective toward interactive video mobile learning (IVML). An IVML prototype was developed for the Android platform allowing users to install and make use of the app for m-learning purposes. This study aims to measure the level of feelings toward the IVML prototype and examine the differences in gender perspectives, identify the most responsive feelings between male, and female users as prominent feelings and measure the correlation between user-friendly feeling traits as an independent variable in accordance with gender attributes. The feelings response could then be extracted from the user experience, user interface, and human-computer interaction based on gender perspectives using the Kansei engineering approach as the measurement method. The statistical results demonstrated the different emotional reactions from a male and female perspective toward the IVML prototype may or may not have a correlation with the user-friendly trait, perhaps having a similar emotional response from one to another.