• Management & Information Systems Review
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• v.30 no.3
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• pp.107-132
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• 2011

The purposes of this paper are to examine the effect of emotional intelligence and logic intelligence on organizational citizenship behavior and to examine the moderating effect of intelligence labor on these relationship. For these purposes, literature review and survey research were conducted. The 420 questionnaires were sent to the 12 manufactural firms in the Busan and Kyungsang Nam-Do region for empirical analysis. Total 363 usable responses were collected(effective response rate : 86.40%). The major findings of the empirical research are as follows ; First, emotional intelligence and logic intelligence have positive influence organizational citizenship behavior. but emotional intelligence have more positive influence than logic intelligence on organizational citizenship behavior. Second, emotional intelligence has differential influence on organizational citizenship behavior by emotional labor, but logic intelligence hasn't that. In conclusion, emotional intelligence is expected to improve organizational citizenship behavior which is extra-role behavior in an organization. Therefore, managers have to develop organizational citizenship behavior by exhibiting emotional intelligence, considering emotional labor.

• Journal of Fashion Business
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• v.20 no.1
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• pp.69-81
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• 2016

In this study investigated the effect of emotional labor, emotional exhaustion, and depression on the job-related attitudes. Sample subjects used in this study were salespeople of a fashion shop in Jeollabukdo and Jeollanamdo. Questionnaire data from 160 fashion shop salespeople were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of the study were as follows. First, emotional labor of salespeople was divided into 2 factors, surface acting and deep acting. Second, emotional labor had a significant influence on the emotional exhaustion and depression. Third, the surface acting of emotional labor had a positive influence on the emotional exhaustion and depression; whereas, the deep acting of emotional labor had a negative influence on the emotional exhaustion and depression. Fourth, the surface acting of emotional labor, emotional exhaustion, and depression had a negative influence on job involvement; in addition, the deep acting of emotional labor had a positive influence on job involvement. Fifth, the surface acting of emotional labor, emotional exhaustion, and depression had a positive influence on turnover intention; in addition, the deep acting of emotional labor had a negative influence on turnover intention.

• Journal of Korean Academy of Nursing
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• v.49 no.3
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• pp.286-297
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• 2019

Purpose: To investigate the effect of nurses' emotional labor on their turnover intention that was mediated by burnout and to examine the moderated mediation effect of authentic leadership. Methods: A total of 227 nurses working at two general hospitals in Seoul were recruited from March 21 to May 6 in 2016. Emotional labor including surface acting and deep acting; burnout factors such as emotional exhaustion and personal accomplishment; and turnover intention were assessed. The data were analyzed using SPSS 22.0 and SPSS PROCESS macro. Results: Surface acting significantly increased emotional exhaustion and reduced personal accomplishment. Deep acting significantly increased personal accomplishment. Emotional exhaustion significantly increased turnover intention. Conversely, personal accomplishment significantly reduced turnover intention. Surface acting had an indirect effect on turnover intention that was mediated by emotional exhaustion. Deep acting had an indirect effect on turnover intention that was mediated by personal accomplishment. Authentic leadership had a moderated mediation effect on the relationship between surface acting and turnover intention that was mediated by emotional exhaustion. Conclusion: The findings of this study indicate that the establishment of strong authentic leadership by head nurses would help nurses reduce their burnout and turnover intention. Conducting intervention studies would be also important to promote better work environments that would enable nurses to fortify the positive aspect of emotional labor and to reduce their burnout levels.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.10
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• pp.1150-1160
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• 2011

This study investigates i) the effect of salesperson's self efficacy and work overload on emotional labor and ii) the mediating role of emotion. A survey questionnaire is developed and implemented on salespersons working in the fashion retail stores of department stores. The measurement scales are composed of emotional labor, self efficacy, work overload and emotion. A total of 112 responses are analyzed by confirmatory factor analysis and a structural equation model with AMOS18.0. The results are as follows. Firstly, self efficacy has direct effect on both deep acting and surface acting of emotional labor without the mediating effect of emotion. Self efficacy has a positive effect on deep acting. Secondly, work overload has a negative effect on emotion. Job emotion has positive effect on deep acting and it has a negative effect on surface acting. Thirdly, emotion has a significant mediating effect between work overload and emotional labor. Finally, implications for personal management and job design in the fashion retail organizations are suggested.

• The Research Journal of the Costume Culture
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• v.19 no.3
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• pp.565-578
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• 2011

The purpose of this study was to examine the emotional experience dimension on the brand of the low price cosmetics and to empirically investigate the effect of emotional experience on the relationship between customers and brand. Data were collected for 10 days starting on March $2^{nd}$ 2009. Questionnaires were distributed to 517 female college students who experienced to purchase the products of the low price cosmetic brand and answers were collected. The results of analysis on collected data showed that the emotional experience was classified into sense, spatial environmental emotion, sales promotion emotion, salesperson emotion and visual/verbal identity, and emotional experience on low price cosmetic brand had a positive effect on the relationship between customer and brand. Specifically, it was showed that emotional experience on low price cosmetic brand significantly affected the customer satisfaction, brand trust and brand attachment. In terms of effect of emotional experience on customer satisfaction, the orders in the degree of influence were following: the sense, spatial environmental emotion, sale promotion emotion and salesperson emotions. In terms of effect of emotional experience on brand trust, the orders in the degree of influence were following: the sense, salesperson emotions, sale promotion emotion and spatial environmental emotion. In terms of effect of emotional experience on brand attachment, the orders in the degree of influence were following: the sense, spatial environmental emotion, salesperson emotions, visual/verbal identity and sale promotion emotion.

• The Journal of the Korea Contents Association
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• v.20 no.9
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• pp.558-576
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• 2020

The purpose of the research was to verify the mediating effect of social support and cognitive emotional regulation strategy when office worker's emotional expressive ambivalence influences on interpersonal stress. A survey was conducted with 422 office workers from August to September of 2018. SPSS, AMOS and Mplus were used for descriptive statistics, correlation analysis, verification of structural equation modeling and mediated effect. There was a partial mediating effect in emotional expressive ambivalence of self-defense model, a complete mediating effect in relational emotional expressive ambivalence model. In both self-defense and relational emotional expressive ambivalence model, double mediation effect of passing through support and cognitive emotional regulation strategy in the relationship between emotional expressive ambivalence and interpersonal stress was significant. This study sought ways to reduce interpersonal stress by increasing the level of perception of social support and using adaptive cognitive emotional control strategies for office workers.

• Culinary science and hospitality research
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• v.14 no.2
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• pp.73-85
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• 2008

This study is based on an empirical study on consequences of emotions and emotional labor in the food-service industry. It analyzed the effect of emotional labor on emotions of emotional laborers and the effect of emotional labor on communication skills. Data used for analysis were collected through the questionnaire surveyed on the various samples including employees of family restaurants, Korean restaurants, Chinese restaurants, Japanese restaurants, etc. The result of data analysis indicated that only the efforts for emotional expressions among the factors influenced affirmative emotion(P-value=0.042). It also showed that the factor of the efforts for emotional expressions by researchers had a positive effect on both language communication skills and non-language communication skills(P-value=0.000). This study was valuable in the aspect that emotions and communication skills were first selected as dependent variables of emotional labor and it verified causality between emotional labor and these variables. However, it also has some limitations that its sample size was small and it depended on convenience sampling.

• Journal of Korean Academy of Nursing Administration
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• v.21 no.1
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• pp.133-141
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• 2015

Purpose: The purpose of this study was to identify the mediating effect of head nurses' emotional leadership as perceived by nurses in the relationship between nurses' job stress and job satisfaction. Methods: Study participants were 278 staff nurses currently working at two university hospitals in Busan, Korea. SPSS/WIN 21.0 program was used for data analysis to analyze descriptive statistics, t-test, correlation, and stepwise multiple regression. The significance level was set at p<.05. Results: Nurses' job satisfaction had a significant correlation with job stress (r=-.31, p<.001) and emotional leadership of nurse managers as perceived by nurses (r=.53, p<.001). Also, head nurses' emotional leadership experienced by nurses had a partial mediating effect in the relationship between nurses' job stress and job satisfaction. Conclusion: The results of this study show that the nurse managers' emotional leadership has an important influence on nurses' job stress and job satisfaction. Therefore, head nurses' emotional leadership is very important for effective human resource management and the hospital should offer education and training to booster head nurses' leadership by developing emotional intelligence to promote staff job satisfaction.

• Journal of Korean Public Health Nursing
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• v.30 no.3
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• pp.544-555
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• 2016

Purpose: This study examines the relationship among emotional labor, job burnout and organizational effectiveness of public healthcare center workers. In specific, authors focus on the relationships between emotional labor and job burnout and the one between job burnout and organizational effectiveness and mediating effect of job burnout between emotional labor and organizational effectiveness. Methods: For the empirical analysis, survey was conducted of workers in the public healthcare center, and 502 final data was secured after eliminating the insufficient ones, which were used in the statistical analysis. Results: Emotive effort showed to have a positive effect on organizational effectiveness, however emotive dissonance showed to have a negative effect on organizational effectiveness. Emotive effort showed to reduce the level of all job burnouts while emotive dissonance showed to increase the level of all job burnouts. All job burnout showed to have negative effects on organizational effectiveness. Job burnout showed to have mediating effect between emotional labor and organizational effectiveness. Conclusion: Emotive efforts of emotional labor has positive impact on organizational effectiveness while emotive dissonance has negative impact on organizational effectiveness overall. Therefore, public healthcare center should try to seek for proper way to reduce job burnout of workers, because job burnout functions as mediating element between emotional labor and organizational effectiveness.

• Journal of the Korean Society of Clothing and Textiles
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• v.41 no.2
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• pp.266-280
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• 2017

This study predicted consumer approach/avoidance behavior through consumer emotional experiences and examined the moderating effect of perceived surprises in the context of digital signage in store environments. A self-administered questionnaire consisted of consumer emotional experience (e.g., pleasure, arousal, and dominance), approach-avoidance behavior and perceived surprise by digital signage. A total of 278 usable responses were obtained from consumers who experienced digital signage at fashion retail stores. The findings support the Mehrabian-Russell model in the context of digital signage. Approach behavior was predicted by pleasure and arousal emotional experience, while avoidance behavior was predicted by dominance. The moderating effect of perceived surprise was also indicated in the effect of emotional experience on approach or avoidance behavior. In the high level of perceived surprise, pleasure and arousal had significant effects on approach behavior, whereas dominance had significant effect on avoidance behavior. This study discussed theoretical and managerial implications for creating emotional experiences and developing strategic store management by utilizing new digital technology within the fashion retail environments.