• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.5
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• pp.251-264
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• 2022

Previous researches related to emotional labor have been cross-sectional studies focusing on static differences in emotional exhaustion. Previous studies on these relationships have not highlighted the dynamic properties of these relationships. This purpose of this study is to investigate the effect of emotional labor strategy on perceived emotional exhaustion and depression. This study was conducted by paying attention to the fact that service industry workers who have to respond kindly to customers often have to show emotions which is necessary for their business to the outside world rather than showing their true emotions. The results of this study are summarized as follows. First, it was confirmed that surface acting had a positive influence on emotional exhaustion, but deep acting had a negative influence to emotional exhaustion. Second, it was found that surface acting had a positive influence on depression, but deep acting had a negative influence on depression. Third, it was confirmed that the effect of deep acting on emotional exhaustion decreased when emotional labor was performed through deep acting on Mondays, Tuesdays, and Wednesdays, while emotional exhaustion was not significant on Thursdays and Fridays. Fourth, it was confirmed that the difference in the effect of emotional labor strategy on depression was greater in the case of performing emotional labor through surface acting than in the case of performing emotional labor through deep acting.

• Science of Emotion and Sensibility
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• v.15 no.2
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• pp.183-192
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• 2012

This study aims at expressing the correlation of 'creativity' and 'emotional intelligence' in cartoon expression learning through literary research and correlation analysis. Analyses were made on each sub-factor for the self emotional intelligence evaluation and the creativity evaluation made by experts through cartoon expressions by elementary school students, who are the learners. Studies on preceding research showed that creativity and emotional intelligence had a correlation and that it is common preception that higher creativity is equivalent to higher emotional intelligence. However, results of correlation analysis in this study showed that while there is a relation between creativity evaluation and emotional intelligence in cartoon expression learning, not all factors were correlated. Furthermore, the results of emotional evaluation of the upper and lower group learners did not show similar results in the creativity evaluation. Through this study, it can be said that for emotional intelligence and creativity factors, finding the appropriate emotional intelligence development method would be the way to enhance creativity. Therefore, in order to develop creativity through cartoon expression learning, systematic research should be performed for extracting the relative emotional intelligence factors.

• Korean Journal of Childcare and Education
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• v.8 no.6
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• pp.57-76
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• 2012

The purpose of this study was to investigate the effects of emotional labor on burnout and career commitment of childcare teachers. For that purpose, a survey was taken with 207 childcare teachers in the region. Collected data were analyzed with SPSS 12.0(ver.). The findings were as follows: first, emotional labor(3.05), burnout(3.22), and career commitment(2.86) recorded higher points than average on a 5-point scale. Second, there were significant correlations among the variables of emotional labor, burnout, and career commitment. Third, emotional labor had positive(+) impacts on emotional exhaustion and depersonalization of the burnout subvariables and no significant impacts on personal accomplishment. Fourth, emotional labor had significant negative(-) effects on career commitment. Those findings show that the emotional labor of childcare teachers has influences on their burnout and career commitment on which it was estimated to have tacit effects. It is thus required to recognize and reevaluate the importance of emotional labor and establish a foundation for a social support system.

• Science of Emotion and Sensibility
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• v.13 no.3
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• pp.523-532
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• 2010

In the field of user interface design for interactive product, it is becoming more important than ever to understand emotional quality and its characteristics. By a series of experiments on emotional quality of user interface, this paper aimed to develope a systematic approach to investigating emotional quality. First, a emotional quality framework that consists of 6 dimensions (Usefulness, Easy of Use, Aesthetics, Stimulation, Identification, and Harmony) and 18 elements was developed through two experiments that users and UI expert participated in. Second, by conducting a user survey based on the emotional quality framework, it was illustrated how various emotional qualities of interactive product can be evaluated and what effects they have on overall satisfaction of the product. Finally, this paper analyzed the relative importance of emotional quality dimensions and the contextual factors that change emotional quality, and provided basic knowledge related to the construction of emotional quality for the succeeding studies.

• Journal of Gifted/Talented Education
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• v.13 no.1
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• pp.97-116
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• 2003

The purpose of this study was to examine the relationship between children's cognitive intelligence and emotional intelligence and to examine the relationship of each subordinate factors. Also, this study investigated whether there is a difference in emotional intelligence according to level of intelligence and gender. The subjects consisted of 104 children enrolled in a kindergarten in the Kangnam area. These children were given two tests, Multimensional Cognitive Abilities Tests for Children(MCAT-C) and Emotional Intelligence Test(EIT). The results of this study are as follows. First, there was a significant relationship between cognitive intelligence(IQ) and emotional intelligence. And there were some correlation between intelligence(IQ) and regulation of emotion(the subordinate factor of emotional intelligence). Second, there was a statistically significant difference in the total score of emotional intelligence, empathy, regulation of emotion(the subordinate factor of emotional intelligence) according to intelligence level. Third, there was a statistically significant difference in emotional intelligence according to gender. Girls received relatively higher scores than boys in the total score of emotional intelligence, empathy, regulation of emotion(subordinate factors of emotional intelligence).

• The Transactions of The Korean Institute of Electrical Engineers
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• v.63 no.7
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• pp.968-975
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• 2014

This paper proposed a evaluation method for individual's subjective preferred location using EEG and emotional assessment. Visual stimulus were sequentially presented a total six points(the top and the bottom of the left, the top and the bottom of the center and the top and the bottom of the right on the screen). EEG were measured from twenty subjects according to each six points. At the same time, we were executed evaluation of subjects preferred location from emotional assessment. Alpha and beta wave were measured in Fp1, Fp2, F7 and F8 location, followed by ten to twenty electrode system. Correlations and variations of alpha and beta wave from each channel were calculated and analyzed. Because of the number of subjects population under 30, we used Speareman test for a correlation analysis between alpha and beta wave. Also, emotional assessments which compose of visual sense harmony, visual sense stability, stability of position and the visibility were performed and were analyzed by average and frequency. After visual stimulus, emotional assessments were performed. From the variance analysis of EEG, beta wave from F7 was appeared statistically significant as significance probability of 0.006. Also, between alpha wave and beta wave appeared a negative correlation(r=-0.190). From the post-hoc test of F7 beta wave, location 1, 5 and 6 appeared to difference statistically significant. Emotional assessment result according to six positions showed 0.00 significance probability. Thus, location and emotional assessment appeared to influence on each other. From the average and frequency analysis of emotional assessment, location 2 showed obtained of best emotional assessment score and appeared lower beta wave than other locations. Finally, most subjects showed a preference for location 2. Through obtained results in this paper, will be helpful to about human emotional assessment and EEG research.

• Korean Journal of Human Ecology
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• v.23 no.1
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• pp.15-29
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• 2014

The purposes of this study were to explore the effect of mother-child emotional availability on preschooler's preschool adjustment and mediating effect of preschooler's effortful control on the relationship between mother child emotional availability and preschooler's preschool adjustment. 222 preschoolers(110 boys, 112 girls, aged 5) and their mothers participated in this study. Mother child emotional availability was assessed by Emotional Availability Scale(Biringen, et al., 1998). Preschooler's effortful control was measured by the Child Behavior Questionnaire(Rothbart, et al., 1994). Preschooler's school adjustment was measured by Teacher Rating Scale of School Adjustment: TRSSA(Buhs & Ladd, 2001). Data were analyzed using descriptive statistics, correlations, and structural equation modeling analysis. The major results of this study were as follows; First, Mother-child emotional availability effected on preschooler's preschool adjustment. Second, Mother-child emotional availability effected on preschooler's effortful control. Third, Preschooler's effortful control effected on preschooler's preschool adjustment. Forth, preschooler's effortful control mediated the effect of mother-child emotional availability on preschooler's preschool adjustment. That was, the more mother-child were emotionally available to each other, the more preschooler's effortfully control their attention and behavior, which in turn contributed to preschooler's preschool adjustment. In conclusion, mother-child emotional availability affect on preschooler's preschool adjustment and preschoolers control mediates the relationship between mother-child emotional availability and preschool adjustment.

• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.184-200
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• 2013

In post-industrial society, the ability to feel and express emotion is becoming ever more important. In diverse areas of our lives such as economic, social, political and cultural activities, we are witnessing an increased application of the emotional dimension. This paper deals with the human experiences in emotional designs. Literature reviews and case analyses have been used as the main research methods. I first examine the aspects of emotional experience in designs, and then go on to analyze the components of each aspect. Emotional experience in designs has three basic aspects : (a) initially there exist user's emotional needs (b) then these emotions are delivered through design, (c) finally, emotions expressed in designs are experienced by the user. Followings are the related components for each aspect : (a) Physiological, psychological, social and cultural factors cause one to feel emotional needs. (b) Emotion is delivered either through visual symbols, experience, interaction and participation. (c) Emotion is experienced by sensing, feeling, thinking, acting and relating.

• Korean Institute of Interior Design Journal
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• v.19 no.5
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• pp.226-233
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• 2010

This study is to analyze and determine the emotional design on domestic rec-education space, in order to propose a way to design children rec-education space. A study is on reviewing needs and verify categories of emotional design through interior design of rec-education space, A study procedure will begin with theoretical proofing of children rec-education and move on to needs of emotional design in interior design and types of analysis for it. With this procedure, we will project adequate way for emotional characteristics in rec-education space and will analyze types of it from interior design of rec-education space in nine different domestic brands. With this background, we like to present methods and reveal characteristics of it. The conclusion on this study is described as followed. First, children rec-education space has positively carried types of emotional characteristics: experimental, continuity, and symbolism. Second, Some precondition; application through types of pattern, experimentation on light in space, continuity on linear interior space composition, symbolism in abstract implementation, and physical control over designed subject, has low effectiveness on creating emotional space by applying such scale matters. Third, the actual interior design subject matters and supporting facilities' textural accommodation is inadequately built for their majority, children, whether it is direct or indirect for contact. Forth, Even though to carry emotional space needs some kinds of story telling and prerequisite sequential space composition, there are lack of applicable space compositions. For this reason, it needs on going study in emotional space for children rec-education space. Last, there are needs for researching a depth understanding and presenting different characteristics of emotional interior design by brands.