• Asia Marketing Journal
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• v.16 no.1
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• pp.71-100
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• 2014

While the role of emotional antecedents of effective selling behavior would be important, the issue has not been fully addressed in the sales literature. To fill this gap, we conceptualize and empirically examine the relationships among salesperson's emotional regulation processes such as emotional intelligence (EI) and emotional labor (EL), effective selling behavior, and sales performance on the basis of educational, occupational, social psychology literature and marketing literature (e.g., Henning-Thurau, Groth, Paul, and Gremler 2006; Kidwell et al. 2011; Liu et al. 2008; Mayer, Salovey, and Caruso 2008). First, salesperson's EI is defined as his or her capability that enables correct perceptions about emotional situations in sales interactions. The EI is expected to work as psychological resources for different types of EL (i.e., deep acting and surface acting) to be performed by salesperson as emotional expression strategies (e.g., Lie et al. 2008). It is, then, expected that the features of EL selected by the salesperson would lead to different levels of adaptive selling behavior (ASB) and thereby sales performance (Monaghan 2006). Further, given that salesperson's customer orientation (CO) is found to be an important correlate of ASB (Franke and Park 2006), it is expected that CO would moderate the relationship between EL and ASB (Rozell, Pettijohn, and Parker 2004). Hence, this research attempts to shed additional light on emotionally-driven (EL) as well as cognitively-driven (CO) antecedents of ASB (Frank and Park 2006). The findings of the survey research, done with 336 salespersons in insurance and financial companies, are summarized as follows. First, salespersons with a high level of EI are found to use both deep acting (regulating the emotions themselves) and surface acting (controlling only emotional expressions) in a versatile way, when implementing EL. Second, the more the salesperson performs deep acting, the more he or she shows ASB. It is, then, important for salespersons to use deep acting more frequently in the EL process in order to enhance the quality of interacting with customers through ASB. On the other hand, the salesperson's surface acting did not have a significant relationship with ASB. Moreover, CO was found to moderate the relationship between the salesperson's deep acting and ASB. That is, the context of high CO culture and individual salesperson's deep acting would synergistically make the selling efforts adaptive to customer preferences. Conceptualizing and empirically verifying the antecedent roles of important emotional constructs such as EI and EL in salesperson's effective selling behavior (ASB) and sales performance is a major theoretical contribution in the sales literature. Managerially, this research provides a deeper understanding on the nature of tasks performed by salespersons in service industries and a few guidelines for managing the sales force. First, sales organizations had better consciously assess EI capacity in the selection and nurturing processes of salespersons, given that EI can efficiently drive EL and the resulting effective selling behavior and performance. Further, the concept of EL could provide a framework to understand the salespersons' emotional experiences in depth. Especially, sales organizations may well think over how to develop deep acting capabilities of their sales representatives. In this direction, the training on deep acting strategies would be an essential task for improving effective selling behavior and performance of salespersons. This kind of training had better incorporate the perspectives of customers such that many customers can actually discern whether salespersons are doing either surface acting or deep acting. Finally, based on the synergistic effects of deep acting and CO culture, how to build and sustain CO is always an ever-important task in sales organizations. While the prior sales literature has emphasized the process and structure of highly customer-oriented sales organization, our research not only corroborates the important aspects of customer-oriented sales organization, but also adds the important dimension of competent sales representatives who can resonate with customers by deep acting for sales excellence.

• 한국노년학
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• v.29 no.2
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• pp.459-475
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• 2009

This study focused on abused old people who lived together with their family in community. The purposes of the study were aimed to typology the abused old people according to abuse level, investigate the characteristics by categorization, and suggest policies to improve the abused old people's quality of life. Data were collected from 1,200 old people aged above 65 years old who lived in Kyungki province, Incheon-si, Chungnam province. Among 1,200 people, 212 abused old people were analysed for the study. First, as a result of categorizing old people according to abuse level, forcefully abused and damaged group, psychologically abused and damaged group, and lukewarmly abused and damaged group were categorized. The forcefully abused and damaged group was seriously suffered from verbal and emotional abuse and noninterference, including 14.6% of the subjects. The psychologically abused and damaged group appeared high in verbal and emotional abuse, and level of noninterference, and the highest in level of depression, including half of the subjects. Lastly, the lukewarmly abused and damaged group was lower in verbal and emotional abuse, economic abuse and level of noninterference than other two groups, but higher in physical abuse and abandonment than the psychologically abused and damaged group. Policies to improve the quality of life for the abused old people based on the each group were made.

• Journal of the Korean Society of Costume
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• v.37
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• pp.191-209
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• 1998

The present study was made to contribute to thed improvement of the quality of jeans wear advertising, and to the establishment of more effective advertising policy by which the jeans wear advertisements can go well with the unique charateristics of jeans wear. The study analyzed the consumer's attitude and dimention of affective responses toward jeans wear advertisements by type of appeal. The research was implemented through the survery with a representative sample of 344 consumers residing in Seoul. Means, Standard Deviation, ANOVA, Duncan Test, Facor Analysis and Regression were imployed to analyze the data gathered. The results of the study are as follows : (1) There are four dimentions of affective responses toward jeans wear advertisements ; upbeat-activation dimention, erotic-activation dimention, calm-emotional dimention, negative emotional demention. (2) According to consumer's sex, there are significant differences in each dimention of their affective responses. Toward sex-appeal advertisements, men show high degree of affective responses in upbeat-activation dimen-sion and calm-emotional dimension. (3) There is a probability that non-sex-appeal advertisement covers wider range of consumer than sex-appeal advertisements. (4) There is no significant different in affective responses towards both sex-appeal and non-sex-appeal advertisement of jeans wear between and among sex·age and involvement level of consumer. (5) Men prefer sex-appeal advertisement to non-sex-appeal advertisement, while there is no significant differences between the attitude of female consumers toward sex-appeal adver-tisement and non-sex-appeal advertisement. (6) In particular, age of 15∼18 and 30∼35 group of female consumer show very positive attitude toward sex-appeal advertisement. Therefore, there is a need to segment female jeans wear market by age groups. (7) According to the age and the involvement level of consumers, there is a significant differences in their attitudes toward advertise-ment. In case of male consumers, group of low level involvement prefer sex-appeal advertise-ment to non-sex-appeal advertisement. While high level involvement group did not show any significant differences between the attitude toward sex-appeal advertisement and the attitude toward non-sex-appeal advertisement. And the age of 15∼24, low level involvement group of female consumers also more positive attitude toward sex-appeal advertisement than toward non-sex-appeal advertisements.

• The Journal of the Korea Contents Association
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• v.15 no.5
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• pp.1-17
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• 2015

In domestic game market, the video game market is getting smaller and also decreasing funds and high level developers. So we need the software that can help us to make more realistic and high quality contents by non-expert developer in poor environments. In this paper, we selected global studio's animations which were scored good evaluation by public and critics as a well-made emotional expression that can convey the emotion properly. We selected movements that express emotions from the animation scripts by using Ekman's 6 basic emotions and Greimas' dynamic predicate, and then we had analyzed and categorized with the data. We also analyzed the movements for which data we needed to create specific movements to express emotions by using 'Animation Layer' that used in Unity's blending process. And suggest concept of the program that to create the emotional expression movements by using those analyzed data.

• Journal of Internet Computing and Services
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• v.23 no.2
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• pp.71-77
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• 2022

In this paper, a database is collected for extending the speech synthesis model to a model that synthesizes speech according to emotions and generating facial expressions. The database is divided into male and female data, and consists of emotional speech and facial expressions. Two professional actors of different genders speak sentences in Korean. Sentences are divided into four emotions: happiness, sadness, anger, and neutrality. Each actor plays about 3300 sentences per emotion. A total of 26468 sentences collected by filming this are not overlap and contain expression similar to the corresponding emotion. Since building a high-quality database is important for the performance of future research, the database is assessed on emotional category, intensity, and genuineness. In order to find out the accuracy according to the modality of data, the database is divided into audio-video data, audio data, and video data.

• Journal of dental hygiene science
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• v.15 no.2
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• pp.113-118
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• 2015

This study was conducted to develop a plan for emotional labor of clinical dental hygienists by understanding the factors affecting their emotional labor. Self-administered questionnaires were distributed to 293 dental hygienists who worked in dental hospitals and clinics located in Busan and Gyeongsangnam-do from June to September in 2013. The questionnaire items used in this study consisted of 5 items of general characteristics, 2 items of characteristics related to turnover, and 9 items of emotional labor. t-test, ANOVA, and multiple regression analysis were performed using the SPSS Statistics ver. 17.0 for Windows program for data analysis. The average level of the study subjects was $69.85{\pm}12.82$. With regard to the emotional labor according to the general characteristics, the frequency of emotional expressions (p<0.037) showed significant differences in the marital status. The workplace showed significant differences in the frequency of emotional expressions (p<0.001), attentiveness of emotional expressions (p<0.002), emotional dissonance (p<0.032), and total (p<0.001). The turnover intentions showed significant differences in the frequency of emotional expressions (p<0.001), attentiveness of emotional expressions (p<0.001), emotional dissonance (p<0.001), and total (p<0.001). As a factor affecting emotional labor, turnover intention (p<0.001) and workplace (p<0.001) had an effect on emotional labor. The results showed that turnover intention and workplace were associated with the emotional labor of dental hygienists. There is a need to develop an emotional education program to make it possible to effectively manage emotional labor of dental hygienists for providing high-quality medical services of dental institutions.

• The Korean Journal of Franchise Management
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• v.10 no.3
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• pp.13-23
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• 2019

Purpose - The recent franchise industry is rapidly developing. Some franchisees have a low barriers to entry and competition among companies is intensifying. In this dynamic competitive environment, companies need to focus on customer preferences, quality, and technical interfaces to gain competitive advantage. As a result, companies are required to measure the performance of service values in order to provide differentiated services from competitors. In the franchise industry, customer experience marketing of service values will enable companies to create new businesses. Franchise firms should explore a variety of services to increase service value and reduce failures. Research design, data, methodology - The questionnaire of this study was based on the previous research. Surveys were conducted on panels of online surveys. Surveys were conducted on the panel who had visited the restaurant franchise within the past month. The survey was conducted for about 7 days from February 13, 2019 to February 19, 2019. Total 300 samples, 293 were used in the analysis except for seven unfair questionnaires. Results - The findings of this study are as follows: Emotional, monetary, and reputation values have positive effects on cognitive and affective attitudes. Quality value and behavioral value did not effect cognitive attitude and affective attitude significantly. In addition, affective attitude has positive effect on loyalty, but cognitive attitude did not significant effect on loyalty. Conclusions - First, food-service franchise company should develop a service that enables customers to use the store conveniently. We need to develop a comfortable environment for our customers and provide intangible services. Second, food-service franchise company should provide a reasonable price service. Food-service franchise company needs to sell a high quality menu at a reasonable price to generate profits. Third, food-service franchise companies need to strategically respond to their reputation. In other words, food-service franchise company needs to constantly monitor the reputation of its customers and respond appropriately to market conditions. Fourth, food-service franchise company needs to develop a service method capable of emotional interaction with customers. Food-service franchise firms need to develop ongoing service methods and educate their staff.

• Journal of Home Health Care Nursing
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• v.19 no.2
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• pp.183-194
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• 2012

Purpose: The purpose of this study was to compare the quality of life(QOL) between middle-aged women and men. Method: In this study, we surveyed 482 middle-aged women and men living in Seoul aged between 40 and 64. Data were analyzed t-test, ${\chi}^2$-test, and 2-way ANOVA. Results: There was no significant difference between satisfaction and importance of the life of middle-aged women and men of the overall. However, while the case of middle-aged women showed a significant difference in the emotional support from people who are not family members, middle-aged men showed significant differences between the importance and satisfaction of the life with spouse, the ability to take care of family responsibilities, sex life, energy(fatigue), personal appearance, and pain. In addition, the overall quality of life scores showed no gender difference between the middle-aged women and men but in the quality of life both genders, the family area of the sub-area showed high scores. Conclusion: It is suggested that further repetitive studies for middle-aged women and men are needed by using the same tool of this study and various health promotion programs based on the result of this study should be developed for middle-aged.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.797-808
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• 2021

This study examines the interaction between internal auditors' personality traits and the internal audit function effectiveness. It also investigates the effect of such interacted variables on financial reporting quality. This study employed a questionnaire survey to collect data from 193 internal auditors of Jordanian companies listed on the Amman Stock Exchange. The study model is validated and tested using the partial least squares structural equation modelling. The results reveal that all the examined personality traits of internal auditors significantly impact internal audit function effectiveness except for the extraversion trait. The results also show that personality traits have indirect effects on financial reporting quality via internal audit function effectiveness. These results suggest that internal auditors with high scores on openness to experience, emotional stability, and conscientiousness traits can be among the most significant contributors to the internal audit function effectiveness. The results also suggest that internal auditors' personality traits can be regarded as an internal audit function intangible resource that enhances effectiveness. The study's findings might be of interest to many different parties interested in enhancing internal audit function effectiveness and boosting the financial reporting quality, such as external and internal auditors, auditees, human resource departments, and Chief Internal Audit Executives.

• The Journal of the Korea Contents Association
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• v.16 no.1
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• pp.708-719
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• 2016

This research is conducted to grasp emotional labor, job satisfaction, and related turnover intention of nurses at a regional general hospital; to lower level of emotional labor; to raise job satisfaction; to reduce turnover intention; to perform efficient personnel management; and then, to provide qualitative nursing care. Convenient sampling of 100 nurses at a general hospital in D city, who agreed to participation in the test, was made and an analysis method of t-test, ANOVA, Pearson's correlation was used from April 6 to April 12, 2015 by using questionnaires. According to the research, average score of emotional labor was $3.37{\pm}.85$; average score of job satisfaction was $2.86{\pm}.66$; and, average score of turnover intention $3.47{\pm}.87$. Emotional labor had negative correlation with job satisfaction (r=-.56, p<.001) but it showed positive correlation with turnover intention (r=.67, p<.001) while job satisfaction revealed negative correlation with turnover intention (r=-.64, p<.001). According to result of the research, it is required to prepare systematic measures in order to lower level of emotional labor of nurses who play important role of the hospital and to raise job satisfaction, and it is also required to make positive efforts to solve fundamental problems to provide high quality caring service through satisfying nurses' morale.