• 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.

• Korean Institute of Interior Design Journal
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• v.18 no.6
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• pp.124-132
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• 2009

Recently, 'Emotion' has attracted public attention socially and continuously in the fields such as construction, environment, design and products. Also, phenomenological concept of space through the physique in the viewpoint of the human-oriented aspect, namely, body, has been managed as a planned measure suitable for a new era and space. In this study, the author examined and analyzed the verbs and emotional vocabulary about the human body's behavior. The phenomenological space conception through body, i.e, flesh in this human centered point of view is being treated as the suitable planning measure on the new era and space. Though the epochal issue for Emotion is being attempted in many ways in various field such as product and marketing, the approach through the relationship between human and space. Therefore, we would like to see how the Emotion related to the movement that occurs in the space by analyzing the human body movement which is the subject of experiencing the space experimentally and research the characteristic of Emotion and space movement. SPSS 12.0 was used for the analysis to perform the analysis of basic statistics and Factor Analysis, and then to analyze the characteristic and emotional attribute for the experimental analysis. Comparing the activity for the 2 groups' behavior through the analyzed result with the test, active behavior was found to be higher than inactive behavior in the emotional value, and their bodies' motion showed averagely positive value in the emotional aspect; their bodies' motion was presented differently according to the attributes and amount of the people who would experience a specific space. However, the author found that affirmative and active behavior showed emotional aspect more than inactive behavior.

• Research in Community and Public Health Nursing
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• v.10 no.1
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• pp.252-261
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• 1999

The purpose of this study was to investigate the daily stress and stress coping behavior of elementary school children. The subjects for this study were 372 children fourth, fifth and sixth graders from an elementary school in Pusan. We adopted Won - Joo Chung's research instrument (1997) for measuring stress and coping behavior in this study. Statistical techniques such as frequency, percentage, mean, standard deviation, order, and Pearson correlation were used to examine the research questions of this study. The results of this study were as follows: 1. The most common instance of stress to be experienced by all children was the stress from school life, followed by social pressures, individual pressures and family environment. 2. A positive revaluation was the most commonly used stress-coping behavior, followed by behavioral mood conversion, spiritual support, problem-facing behavior, an information search for problem-solving, physical separation for emotional relaxation, avoidance, emotional aggressiveness and emotional expression. 3. Stress-coping behavior had a positive and significant correlation with the stress score(r = .4391, p= .000). In conclusion, the stress from school life was the most common experienced by all children. While independent effort in problem-solving was unsufficient, stress coping behavior had positive results. Therefore, this study verified the necessity of minimizing the stress children experience from school life and of helping them attain desirable stress-coping behaviors.

• The Journal of the Korea Contents Association
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• v.20 no.2
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• pp.337-351
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• 2020

This paper aims to figure out an effect of aged sports instructors' emotional intelligence on leader-member exchange (LMX) and organizational citizenship behavior and to improve a work environment by developing members' emotional intelligence. To achieve this goal, it handed out a survey to 282 elderly sports instructors from five sports centers and elderly sports centers located in Seoul, Gyeonggi, and Chonan in Chungcheongnam-do and collected it from them. After then, it conducted a relationship analysis and multiple regression analysis and showed the following findings. First, it suggested that emotional intelligence of elderly sports instructors significantly affected leader-member exchange (LMX) positively. Next, it turned out that the emotional intelligence had a significant positive influence on organizational citizenship behavior. Last, it found that leader-member exchange (LMX) of the instructors did significantly impact on the organizational citizenship behavior positively. Therefore, as a result, it is very important that the paper demonstrated the emotional intelligence of the aged sports instructors significantly contributed to the advancement of leader-member exchange (LMX) and organizational citizenship behavior, and the development of members' emotional intelligence had a positive effect on the effectiveness of organizations.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.339-351
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• 2016

Current study conducted to verify the impact of emotional labor by Rapport on job burnout and organizational satisfaction from five-star hotel chefs located in Seoul. Survey distributed to employees who are working for department of foodservice from ten five-star hotels, and total 257 respondents were employed for data analysis. The Rapport was tested by using two sub-variables: enjoy relationship and personal bond, the emotional labor were measured by three sub-dimensions: surface behavior, emotional behavior, and inner behavior. Results found that enjoy relationships and personal bonds have significant influence on surface behavior, but the rapport have not significant impact on emotional behavior. In addition, only personal bond of rapport has significant influence on personal bon in present study. Furthermore, all elements of emotional behavior except surface behavior were significant predictors of job burnout, and organizational satisfaction. Hence, this study contributed to provide various practical implication as well as theoretical implications to managers or organizers of five-star hotels especially for foodservice employees.

• The Journal of the Korea Contents Association
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• v.19 no.10
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• pp.315-324
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• 2019

In this research, one of five Hofstede's cultural dimension, Long term orientation (LTO) was selected to examine its influence on individual's change oriented organizational citizenship behavior with emotional regulation mediating. East Asian countries and Korea especially received higher score on LTO cultural dimension, meaning it valued harmony, long term relations and saving for future. Also, in today's hyper competitive and evolving global climate, the ability to adapt quickly and also to be able to control one's emotion is highly valued individual competency. Previous research on Hofstede's cultural dimensions were conducted at mostly national or large group levels. However, in this study, Yoo's CVSCALE which allowed for individual level analysis on Hofstede's cultural dimensions were used to analyze multinational company's employees's long term orientations' influence on emotional regulation and change oriented organizational citizenship behavior. The survey conducted from 200 employees from major electronic company based in S city in Korea for two weeks period and the results indicated long term orientation positively influenced change oriented organizational citizenship behavior. Also emotional regulation mediated between long term orientation felt by individuals and change oriented organizational citizenship behavior. Such results validated previous studies that indicated emotional regulation as possible antecedents of individual proactive behaviors such as change organizational citizenship behavior and long term oriented view as another potential antecedent of change oriented organizational citizenship behavior in multinational corporation setting.

• Korean Journal of Childcare and Education
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• v.6 no.1
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• pp.251-267
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• 2010

This study analyzed variables that affect children's social behavior. The subjects were 1000 kindergarten children and their mothers living in Korea. Instruments used in this study were the Children's Social Behavior, Temperament, Emotional Intelligence, Maternal Characteristics, and Parental Involvement Checklist. Collected data was analyzed by descriptive statistics, Pearson's correlation, and multiple regression analysis. Results showed that (a) girls had higher social behavior score than boys. (b) For both boys and girls' social behavior was related to children's temperament and emotional intelligence. Particularly, children's emotional intelligence was the strongest predictor for both boys and girls' social behavior.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.169-180
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• 2020

Globalization has led to a dramatic increase in intercultural service encounters between services providers and customers from diverse cultural backgrounds. This paper explores the causal relationship between service employees‟ cultural intelligence and adaptive sales behavior in intercultural service encounters, and the mediating effect of cognitive and emotional empathy on this relationship. A quantitative survey methodology was utilized to collect data on 341 salespeople at duty-free shops located on Jeju Island, Korea. Data analysis was conducted using SPSS 18 and Amos 18. The results show that cultural intelligence has a significant impact on cognitive empathy, emotional empathy, and adaptive sales behavior. Cognitive empathy has a positive impact on adaptive sales behavior, whereas the relationship between emotional empathy and adaptive sales behavior is not significant. Additionally, cognitive empathy mediates the relationship of cultural intelligence and adaptive sales behavior. This study has useful managerial implications for employee selection, training, and development in service firms engaged in intercultural service encounters. This study extends prior research on intercultural service encounters by exploring the direct impact of cultural intelligence on intercultural adaptation and the mediating effect of empathy, suggesting the presence of a cognitive mechanism that plays a key role in the impact of cultural intelligence on adaptive sales behavior.

• Journal of the Korean Home Economics Association
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• v.38 no.2
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• pp.41-56
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• 2000

This study focused on the effects of family, individual characteristics of adolescents and coping behaviors on adolescent runaway. The major findings were as follows: 1. Adolescent who had higher level of family violence, lower level of communication with parent, family cohesion and adaptability, and resource adequacy perception reported higher scores in runaway. 2. Adolescents who had higher level of emotional distress, lower level of self-esteem and self-control tended to have higher scores in runaway. 3. There was a significant difference in adolescent runaway according to coping behavior styles. 4. Maladaptive coping behaviors were significantly associated with the runaway adolescent group. 5. Adaptive coping behaviors were not associated with both runaways and non-runaways group. 6. Communication with father had a direct effect on adolescent runaway and also indirect effects through emotional stress and maladaptive coping behavior. 7. Maladaptive coping behaviors had a direct effect on adolescent runaway but adaptive coping behavior had no effect. 8. Emotional stress had an indirect effect through maladaptive coping behavior on adolescent runaway. 9. Communication with father had a direct effect and an indirect effect through self-esteem of adolescents on the adaptive coping behavior. 10. Family adaptability had a direct effect on the adaptive coping behavior.

• 한국HCI학회:학술대회논문집
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• 2008.02a
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• pp.540-546
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• 2008

In the near future, robots should be able to understand human's emotional states and exhibit appropriate behaviors accordingly. In Human-Human Interaction, the 93% consist of the speaker's nonverbal communicative behavior. Bodily movements provide information of the quantity of emotion. Latest personal robots can interact with human using multi-modality such as facial expression, gesture, LED, sound, sensors and so on. However, a posture needs a position and an orientation only and in facial expression or gesture, movements are involved. Verbal, vocal, musical, color expressions need time information. Because synchronization among multi-modalities is a key problem, emotion expression needs a systematic approach. On the other hand, at low intensity of surprise, the face could be expressed but the gesture could not be expressed because a gesture is not linear. It is need to decide the emotional boundaries for effective robot behavior generation and synchronization with another expressible method. If it is so, how can we define emotional boundaries? And how can multi-modality be synchronized each other?