• Journal of Distribution Science
• /
• v.20 no.9
• /
• pp.109-126
• /
• 2022

Purpose: The role of salespersons' emotions in effective selling behavior garners attention among scholars and practitioners. Previous studies have investigated the effects of emotional intelligence and emotional labor on sales success separately. However, to understand the whole process, the relationships among salespersons' cognition, emotions, and behaviors should be considered simultaneously. Accordingly, we uniquely examined how salespersons' emotional intelligence (emotional antecedent) and customer orientation (cognitive antecedent) influence their emotional labor (deep acting vs. surface acting), adaptive selling behavior, and the selling results in the retail environment. Research design, data, and methodology: To improve methodological rigor, we used the dyadic approach. We measured 182 salespersons' emotional intelligence, customer orientation, and emotional labor, and 364 customers assessed the salespersons' adaptive selling behavior and selling results in the insurance and duty-free department retailing sectors. Result: The findings suggest that salespersons' customer orientation and emotional intelligence relate to deep-acting of emotional labor, affecting their adaptive selling behavior and relationship quality with customers. Conclusions: As for managerial implications, sales managers may well consider emotional intelligence levels when selecting salespersons in the retail industry. Additionally, practical training programs are required to cultivate customer orientation, emotional intelligence, and deep acting while performing emotional labor.

• Journal of the Korean Home Economics Association
• /
• v.44 no.5 s.219
• /
• pp.49-58
• /
• 2006

The purposes of this study were to investigate emotional display rules and intentions of preschool children, any gender differences and the emotional intentions according to levels of understanding of emotional display rules and positive vs. negative situations. The subjects were 58 six-year-old preschoolers who were individually interviewed using 7 hypothetical scenarios that assessed emotional display rules and intentions. The children showed more self-protective intention than other intentions, although there were no gender differences in using emotional display intentions. Children with high scores of emotional display rules frequently tended to use prosocial and self-protective intentions and also used different emotional intentions on positive vs. negative emotional situations.

• Culinary science and hospitality research
• /
• v.19 no.4
• /
• pp.307-320
• /
• 2013

The purpose of this study is to investigate the effect of emotional intelligence on job satisfaction and organizational commitment of dietitians in elementary schools. The correlation analysis was conducted in order to examine the relationship among emotional intelligence, job satisfaction and organizational commitment. Multiple regression analysis was conducted to determine the impact of dietitians' emotional intelligence on job satisfaction and organizational commitment. The analysis results are as follows. Emotional intelligence showed a statistically significantly positive correlation with job satisfaction and organizational commitment. Especially, emotional perception and emotional intelligence had a correlation coefficient of 0.774, the highest but emotional management and organizational commitment had a correlation efficient of 0.254, the lowest. As for the effect of dietitians' emotional intelligence on job satisfaction and organizational commitment, emotional thinking promotion gave a statistically significantly positive impact on dietitians' organizational commitment. As dietitians' emotional function of thought and emotional management got higher, their job satisfaction got higher. As dietitians' emotional function of thought got higher, their organizational commitment got higher as well. These results recommend that development of an emotional intelligence promotion program to effectively control factors related to dietitians' emotional intelligence is necessary to enhance their job satisfaction and organization commitment in the future.

• The Journal of Industrial Distribution & Business
• /
• v.12 no.1
• /
• pp.31-46
• /
• 2021

Purpose: The purpose of the study is to analyze the characteristics of emotional intelligence and the variables related to emotional intelligence in a comprehensive manner. In addition, the study intends to present research trends and future research directions of emotional intelligence in a Korean context by analyzing the effects of emotional intelligence and its mechanisms. Research Design, Data, and Methodology: 77 KCI listed studies were selected for the analysis, and the research perspective of emotional intelligence, measurement instruments, empirical research and research methods were analyzed. In addition, research directions were suggested based on the analysis results. Results: The results of the analysis were as follows: First, previous researchers used the ability model of emotional intelligence the most. Second, Previous studies tended to focus on behavioral factors as dependent variables affected by emotional intelligence, in addition to attitudes, affection. Third, there were few studies on the antecedents of emotional intelligence, however, most studies dealt with the consequences of emotional intelligence. Fourth, few studies dealt with moderators between emotional intelligence and dependent variables. Fifth, on the research type, most studies were quantitative studies, however, a few of them were qualitative studies (Literature review, in-depth interview). Sixth, with regard to the analysis level, almost all studies were conducted on the individual level of emotional intelligence, and most studies featured a cross-sectional research design (longitudinal research design was rare). Conclusion: First, from the perspective of emotional intelligence, additional research should be focused on not only the ability model of emotional intelligence but also on the trait model or the mixed model in the future. Second, since emotional intelligence is a multidimensional construct, it is necessary to study the profile of emotional intelligence by employing people-centered as well as variable-centered methods. Third, with regard to empirical studies, additional research is needed with respect to not only the emotional intelligence of the subordinate, but also the emotional intelligence of the supervisor (leader) and the emotional intelligence of the group. Fourth, it is necessary to actively utilize not only cross-sectional design but also longitudinal design, and qualitative research and meta-analysis methods should also be adopted.

• Journal of Korean Academy of Nursing Administration
• /
• v.19 no.5
• /
• pp.647-657
• /
• 2013

Purpose: This study was done to identify the mediating effect of emotional dissonance in the relationship between emotional labor and burnout among clinical nurses. Methods: A cross-sectional survey design was used. The participants were 257 nurses working at three general hospitals located in Seoul and Gyeonggi Province. Data were collected by convenience sampling using self-report questionnaires that consisted of general characteristics, and measures of emotional labor, emotional dissonance and burnout. Data were analyzed with descriptive statistics, t-test, ANOVA, correlation, and multiple regression. Results: The findings of the multiple regression were as follows. First, surface acting of emotional labor showed significant positive effects on emotional dissonance and burnout. Second, when surface acting and emotional dissonance were entered into the regression model at the same time, surface acting showed an insignificant effect on burnout, however, emotional dissonance showed a significant effect. Finally, emotional dissonance had a mediating effect only between surface acting of emotional labor and burnout, not between deep acting and burnout. Conclusion: Results of the study suggest that as a way to reduce burnout, nursing administrators should develop educational programs for nurses to perform deep acting of emotional labor instead of surface acting at the moment of truth.

• Journal of Korean Academy of Nursing Administration
• /
• v.15 no.2
• /
• pp.225-232
• /
• 2009

Purpose: The purpose of this study was to investigate the relationship among emotional labour, emotional expression and burnout of clinical nurse. Method: Data was collected from convenient sample of 178 nurses in 4 cities. The questionnaire measured the level of emotional labour, emotional expression and burnout of clinical nurse. The data were analyzed using descriptive statistics, t-test, ANOVA, and Pearson's correlation coefficient. Result: The mean score of emotional labour was 3.34(${\pm}.41$), emotional expression was 3.49(${\pm}.51$), burnout was 2.94(${\pm}.58$). There were significant differences on burnout according to age, marital status, religion, clinical career, working unit, level of job satisfaction, satisfaction of work load, satisfaction of interpersonal relations. There was a significant positive correlation between emotional labour and emotional expression. The emotional expression was a significant negative correlation with burnout. Conclusions: From the studies reviewed, it can expect the positive effect to decrease the burnout of clinical nurses when the nurse administrators who have concern about nurses' emotional expression. These findings would be significant resource to promote understanding about emotional labour for nurses.

• Korean Journal of Social Welfare
• /
• v.65 no.4
• /
• pp.137-163
• /
• 2013

The purpose of this study is to investigate the influence of social workers' emotional labor on non-task behaviors. This study characterizes emotional labor as deep acting and surface acting, non-task behavior as organizational citizenship behavior(OCB) and counterproductive work behavior(CWB). And this study also examines the mediating effect of social workers' emotional dissonance in the relationship between surface acting and non-task behavior, and the moderating effect of senior worker's emotional leadership in the relationship between emotional dissonance and non-task behaviors. The results from this study are as follows. Firstly, social workers' deep acting improves their OCB. Secondly, social workers' surface acting has strong effects on their emotional dissonance, and this emotional dissonance hinders their OCB. In addition, the mediating effect of emotional dissonance is also recognized at this point. Thirdly, senior worker's emotional leadership moderates the relationship between social worker's emotional dissonance and OCB in the sense that emotional leadership is expected to reduce the negative effects of emotional dissonance on OCB. However, the influence of emotional labor on CWB has no statistical significance in this study. Based on these results, detailed theoretical and practical implications are discussed.

• Journal of Families and Better Life
• /
• v.24 no.5 s.83
• /
• pp.1-15
• /
• 2006

This study explored the relationship between children's emotional competence, aggression and peer relationships. Participants were 164 third and 134 fourth grade children from five elementary schools in Seoul and Chenan. Emotional competence, aggression and peer relationships were assessed by means of a questionnaire, interview and observation. Results indicated that emotional understanding of self and others, sex, age, emotional expression and passive regulation strategies were significant variables in predicting children's aggression. Emotional understanding was the most predictable variable in relation to peer relationships. Emotional understanding, emotional regulation and emotional expression made independent contributions to aggression and peer relationships. Mediation analyses revealed that the significant connections between children's emotional competence and negative peer relationships were mostly mediated by aggression.

• International Journal of Human Ecology
• /
• v.10 no.2
• /
• pp.13-24
• /
• 2009

The effects of grandparenting involvement and emotional attachments on emotional and behavioral development among adolescents were explored through the use of a UK cross-sectional national data of 1,566 adolescents aged eleven to sixteen years old receiving some form of grandparenting. A correlation and logistic regression analyses yielded results that supported the positive effects of grandparenting on the emotional and behavioral disorder symptoms of adolescents. The results indicate that most selected socio-demographic, grandparenting involvement, and the emotional attachment variables of grandchildren influenced the likelihood of increasing or decreasing emotional disorder symptoms among adolescents. However, no support was found for perceiving emotional attachments with grandparents as a predictor of behavioral disorder symptoms among youth, whereas socio-demographic and grandparenting involvement variables showed significant impacts on behavioral disorder symptoms. The findings highlight the importance of a systematic approach about the socio-demographic characteristics, levels of grandparenting, and emotional attachment levels with grandparents to understand youth cared for by grandparents that experience emotional and/or behavioral disorder symptoms, when intervention or prevention programs are considered.

• Journal of Families and Better Life
• /
• v.27 no.3
• /
• pp.145-158
• /
• 2009

The purpose of this study was to investigate the effects of socio-demographic variables, family emotional environment and maternal discipline style on school children's emotional regulation. Subjects of this study consisted 953 elementary school students drawn from 4 elementary schools in Cheong-ju city and Cheongwon-gun. Data were analyzed by the methods frequency, percentage, Cronbach's ${\alpha}$, factor analysis, Pearson's correlation, and hierarchical regression using SPSSWIN 12.0 program. The results of this study were as follows: First, girls used greater problem-focused coping than boys did. Children in sixth grade used more problem-focused coping regulation compared to those in fourth grade. When children perceived higher level of family communication, emotional support, participation of family rituals, family worries, and parental conflict, they were more likely to use problem-focused coping. Additionally, both maternal supportive discipline and behavioral controlling discipline styles increased children's problem-focused coping. Second, girls presented greater emotional venting than boys did. Children in sixth grade expressed higher level of emotional venting compared to those in fourth grade. While family communication, family worries, and parental conflict increased children's emotional venting, family emotional support and participation of family rituals decreased it. Only mothers' psychological controlling discipline positively predicted children's emotional venting. Third, girls presented higher level of children's aggressive expression than boys did. The lower level of family support increased children's aggressive expression. Higher level of family worries and parental conflict increased it as well. Also, children's aggressive expression was positively predicted by mothers' psychological controlling discipline. Fourth, girls presented greater avoidance than boys did. Children in sixth grade expressed higher level of emotional avoidance compared to those in fourth grade. In family emotional environment, while family support lowered children's emotional avoidance, family worries and parental conflict increased it. Moreover, mothers' psychological and behavioral controlling discipline styles positively explained children's emotional avoidance. In conclusion, family emotional environment was the strongest factor to predict school children's emotional regulation among other variables.