• 유통과학연구
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• 제18권10호
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• pp.77-87
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• 2020

Purpose: This study was done to analyze the effect of supervisor-focused impression management behavior of the airline cabin crew on perceived customer empathy. It focused on verifying dual meanings of the crew's emotional expression divided into surface acting and deep acting. Research design, data and methodology: The survey was conducted on cabin crews of two major Korean airlines. The reliability and validity of each variable used in the questionnaire were verified. Then, each hypothesis was analyzed through multiple regression analysis. Results: Firstly, the crew's supervisor-focused impression management behavior had a significant effect only on surface acting of the crew's emotional labor behavior. Among the crew's supervisor-focused IM behaviors, verbal IM behavior had a greater influence on surface acting than non-verbal IM behavior. Secondly, there was no relationship between the crew's supervisor-focused IM behavior and the crew's deep acting. Thirdly, the crew's emotional labor behavior (surface acting & deep acting) had a significant effect on perceived customer empathy. Fourth, the crew's deep acting had a greater influence on perceived customer empathy than surface acting. Conclusions: Cabin crews receive double evaluation from their immediate supervisors and customers. As a result, it was confirmed that the crew's supervisor-focused IM behavior, the crew's emotional labor behavior, and perceived customer empathy were connected process.

• 한국지역사회생활과학회지
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• 제25권3호
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• pp.389-400
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• 2014

This study identified the mediating effect of the child's emotional expression on the relationship between the mother's empathy and the child's prosocial behavior. The participants included 310 mothers of children between the ages of 2 and 5 from two kindergartens and four day care centers located in Gyeonggi-do. The mother's empathy was measured using the Interpersonal Reactivity Index. The child's prosocial behavior was measured using the Preschoolers' Prosocial Behavior Index. The child's emotional expression was assessed using a questionnaire from previous research. First, older mothers and less educated mothers showed a higher level of empathy. Mothers over the age of 30 were more likely to have the ability to imagine other roles in movies or books, and to show empathic concern than those under 36. Mothers without a college degree showed a higher level of perspective-taking than those with a college degree. Second, girls were more likely to engage in prosocial behaviors and show emotional expressions than boys. Three-year-old children were more likely to share than two-year-old children, showed more initiative than two- and four-year-old children. Third, the mother's perspective-taking and empathic concern were significantly related to the child's prosocial behavior and emotional expression. The mother's personal distress was related to the child's control over emotions and awareness of other's emotion. Finally, the child's emotional expression had a mediating effect on the relationship between the mother's empathy and the child's prosocial behavior.

• 전자공학회논문지SC
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• 제48권4호
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• pp.54-62
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• 2011

감성 행동을 표현하는 것은 인간 친화 로봇의 필수 요소 중 하나이다. 하지만 감성 행동은 로봇의 목적이나 사양에 따라서 달라지기 때문에 감성 행동을 생성하고 표현하는 방법은 로봇마다 다르다. 따라서 본 논문에서는 로봇의 목적이나 사양에 상관없이 다양한 인간 친화 로봇에 적용될 수 있는 감성 행동 생성 방법을 제안한다. 먼저 감성 행동 생성 방법의 입력 값으로 다중 감정값을 이용한다. 다중 감정 공간을 이용하여 각 감정이 독립적으로 존재할 수 있기 때문에 로봇의 목적에 따라 사용하고자 하는 감정을 취사선택할 수 있다. 로봇의 사양에 따라서 표현할 수 있는 방법이 다르므로, 로봇의 표현 부위를 나누고, 각 표현 부위별로 표현할 수 있는 행동을 데이터화한다. 이렇게 나누어진 행동들을 단위 행동이라고 정의하며, 각 단위 행동이 표현할 수 있는 감정에 대한 반영도를 결정한다. 그리고 이를 이용하여 주어진 다중 감정값에 최적화된 단위 행동 조합을 결정한다. 이 과정을 사양과 목적이 다른 사이버 로봇 시뮬레이터, 3D 캐릭터 헤드 로봇, 기계적인 설계 기반의 헤드 로봇 등에 적용함으로써 제안한 방법의 범용성을 실험한다.

• 디지털융복합연구
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• 제17권6호
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• pp.433-438
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• 2019

본 연구에서는 유아의 정서읽기능력이 친사회적 행동에 미치는 영향을 알아보고자 하였다. 연구대상은 G시에 위치하고 있는 사립유치원 만 5세 192명이다. 2018년 12월 17일부터 12월 27일까지 유아의 정서읽기능력과 친사회적 행동에 관한 조사를 실시하였다. 수집된 자료는 Pearson의 상관관계분석과 다중회귀분석을 실시하였으며, SPSS WIN 22.0 프로그램을 사용하였다. 자료 분석 결과 첫째, 유아의 정서읽기능력과 친사회적 행동은 유의미한 상관관계가 있는 것으로 나타났다. 둘째, 유아의 정서읽기능력은 친사회적 행동에 유의미한 영향을 미치는 것으로 나타났다. 결론적으로 본 연구는 정서읽기능력 향상과 친사회적 행동 증진을 위한 프로그램 개발에 대한 기초자료가 될 것으로 사료된다.

• 한국산업정보학회논문지
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• 제22권5호
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• pp.113-128
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• 2017

본 연구에서는 고객 불량행동이 서비스 종사원의 감정부조화에 미치는 영향을 살펴보고 감정부조화가 감정고갈에 미치는 영향과 감정고갈이 이직의도와 고객지향성에 미치는 영향을 살펴보고자 한다. 또한 고객 불량행동과 감정부조화 간의 관계에서 감정노동전략(표면행동, 내면행동)의 조절 효과를 살펴보고자 한다. 병원에 종사하는 종사원들을 대상으로 설문조사를 실시하였으며 그 결과는 다음과 같다. 첫째, 불량행동은 감정부조화에 정(+)의 유의적인 영향을 미치는 것으로 나타났다. 둘째, 감정부조화는 감정고갈에 정(+)의 유의적인 영향을 미치며 셋째, 감정고갈은 이직의도에 정(+)의 유의적인 영향, 고객지향성에는 부(-)의 유의적인 영향을 미치는 것으로 나타났다. 끝으로 위계적 회귀분석을 통해 종속변수인 감정부조화에 대해서, 불량행동과 조절변수인 표면행동의 상호작용효과는 유의한 것으로 나타났으나 불량행동과 조절변수인 내면행동의 상호작용효과는 유의하지 않은 것으로 나타났다.

• 한국보건간호학회지
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• 제32권2호
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• pp.249-262
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• 2018

Purpose: This study was attempted to identify the emotional labor, health promotion behavior, and job satisfaction of emergency room nurses in general hospitals. Basic data were provided on the development of interventions to reduce negative consequences of emotional labor, improve nurse health and improve job satisfaction, and provide effective management of nursing staff. Methods: The study conducted a survey on the use of the survey program of D, N and J, and the research objective was understood by more than 6 months of experience at 8 general hospitals. Results: Nurses' emotional labor and health promotion have been shown to have significant effects on job satisfaction. Factors affecting job satisfaction included health promotion behaviors, emotional labor, and gender, among which emotional labor was affected significantly by a wealth, and health promotion was a significant cause of justice. Conclusion: Job satisfaction will increase if nurses lower their emotional labor and raise the level of practice for health promotion. Therefore, a mediation program is needed to reduce the level of emotional labor of nurses, which can provide an opportunity for them to practice health promotion activities and improve the job satisfaction of nurses.

• 보건의료산업학회지
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• 제10권2호
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• pp.59-70
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• 2016

Objectives : This study was done to identify the influences of workplace spirituality and emotional intelligence on the organizational citizenship behavior of clinical nurses. Methods : The subjects were 230 clinical nurses, working over 6 months in four general hospitals in three cities. Data were obtained from March 20 to March 30, 2016, with a self-report questionnaire, and analyzed using the IBM SPSS 21.0 program. Results : The factors related to the organizational citizenship behavior of nurses were workplace spirituality(${\beta}$=.36), emotional intelligence(${\beta}$=.29), 40 years of age or higher(${\beta}$=.26), working in a special ward(${\beta}$=.11), and turnover intention(${\beta}$=.10). These variables explained 61.6% of the variance in organizational citizenship behavior of nurses. Conclusions : In order to improve the quality of nursing services and business performance in hospital organizations, it is necessary to enhance workplace spirituality and emotional intelligence. This would lead to promoting organizational citizenship behavior through the development and application of intervention programs from a nursing organization perspective.

• 한국산학기술학회논문지
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• 제21권3호
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• pp.342-352
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• 2020

본 연구는 외식 고객의 고객시민행동과 고객불량행동이 서비스 종업원의 감정부조화와 직무소진에 미치는 영향력을 밝히는데 목적을 갖는다. 이를 위해 서울지역 외식종업원 338명을 대상으로 실증조사 후 통계분석 프로그램을 통해 가설을 검정하였다. 전체적인 연구 결과 첫째, 고객시민행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 둘째, 고객시민행동이 직무소진에 미치는 영향은 유의하지 않은 것으로 나타났다. 셋째, 고객불량행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 넷째, 고객불량행동이 종업원의 직무소진에 유의한 영향을 미치는 것으로 나타났다. 다섯째, 종업원의 감정부조화가 직무소진에 유의한 영향을 미치는 것으로 나타났다. 이상의 결과를 종합해보면 외식고객의 고객시민행동이 서비스 접점에서 종업원의 감정부조화와 밀접한 영향을 미치는 요인으로 외식업에서의 고객시민행동과 고객불량행동의 중요성을 확인시켜 준 것으로 평가할 수 있다. 이는 고객의 불량행동이 종업원의 감정부조화와 직무소진에 유의한 영향을 나타내므로 서비스 담당 종업원의 무조건적인 감정 억제나 고객 우선 중심의 영업 전략을 추구할 시 서비스 품질 저하로 이어질 수 있음을 시사한다. 따라서 종업원과 고객의 우호적인 접점에서 긍정적인 상호작용을 통해 고객시민행동을 촉진시켜 충성스러운 서비스를 통해 공헌 행동을 유발할 수 있는 마케팅 측면에서의 전략적 시스템화가 요구된다.

• International Journal of Advanced Culture Technology
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• 제6권3호
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• pp.69-76
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• 2018

The purpose of this study was to investigate the effects of health control behaviors on the emotional happiness of the elderly. Among the survey instruments used in this study, emotional hapiness was the tool developed by Watson et al., 1978, and health control behavior was used by tools developed by Wallston et al., in 1988. Health control behaviors consist of three sub-factors: other health control behavior, accidental health control behavior, and internal health control behavior. The data collection period was collected from June 20 to July 5, 2018. A total of 152 participants were enrolled from 65 to 85 years old and were collected from six provinces of Korea (Seoul, Gangwon Province, Gyeongsang Province, Jeolla Province, Chungcheong Province, Gyeonggi Province) as much as possible. As a result of the analysis of demographic characteristics, the number of elderly people couple living was 47.4%, living alone was 21.1%, the number of people living with a couple and their children was 13.8%, the others were 10.5%. Based on the above results, 21.1% were living alone as an elderly person. And people who the highest monthly income of less than 1 million won was 36.8%, the usual meal type, 94.7% were very much eaten with vegetarianism smoking and drinking alcohol, and 94.7% did not smoke and 73.7% drank alcohol. In conclusion, Multiple regression analysis of health control behaviors on emotional happiness showed that health control behaviors had a 15% effect on emotional happiness. The following suggestions were made through the results of this study. First, the monthly income of the elderly is very low to maintain health, Second, the health of elderly people was maintained through friends and meetings. Based on these results, it should be used as a basic data for the program for the emotional happiness of the elderly.

• 한국간호교육학회지
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• 제22권4호
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• pp.514-526
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• 2016

Purpose: This study was to identify the emotional intelligence, defense mechanism and interpersonal caring behavior by enneagram personality types in nursing students. Methods: A descriptive survey design was used and data were collected using questionnaires from a sample of 263 nursing students. The data were analyzed using by t-test, ANOVA, Pearson's correlation coefficient analysis with SPSS 20.0. Results: In the enneagram personality types, the nursing students was highly measured the type 9(Peacemaker). Emotional intelligence was significantly associated with financial status of parents, motivation of admission and satisfaction of nursing by enneagram characters. Hoping and sharing of interpersonal caring behaviors were significantly differentiated with the power type of enneagram personality. And active listening, comforting, participating of interpersonal caring behaviors were the most popular among the 9 types of personality. There was a positive correlation between emotional intelligence and interpersonal caring behavior. Conclusion: This study suggest that nursing students should be educated the interpersonal caring behavior program considering emotional intelligence and enneagram personality types.