• 산경연구논집
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• 제15권9호
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• pp.11-19
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• 2024

Purpose: This study analyzes how cabin crew service quality influences customer loyalty in the aviation industry. Specifically, it examines how the reliability, professionalism, and authenticity of cabin crew services affect cognitive loyalty and whether such effects affect emotional loyalty. Design and methodology: We surveyed passengers who had used aviation services in the past year. Structural equation modelling was used to test our hypotheses. To test model fit and assess reliability, validity was developed for the measurement items of each variable. Findings: The results support all four hypotheses. Reliability, professionalism, and authenticity of cabin crew services positively influence cognitive loyalty. Furthermore, cognitive loyalty significantly and positively affects emotional loyalty. These findings highlight the crucial role of cabin crew in fostering both rational preference and emotional attachment among passengers. Conclusions: This study provides insights into developing customer loyalty in the aviation industry. It demonstrates the need to invest in cabin crew training, which ultimately affects all three service quality dimensions. It also indicates that carriers can consider cognitive loyalty as a gateway to emotional loyalty and should pursue strategies accordingly. These results provide airlines with practical implications for improving customer loyalty and furthering their competitive advantage in the industry.

• 한국콘텐츠학회논문지
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• 제17권8호
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• pp.693-704
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• 2017

본 연구는 요양병원 간호인력이 실무현장에서 겪는 폭력경험과 감성지능 정도가 간호서비스 질에 주는 영향을 분석한 서술적 연구이다. 연구 대상은 G도와 C도 지역의 9개 요양병원 간호인력 167명으로, 설문지를 통해 수집된 자료를 SPSS 23.0를 이용하여 분석하였다. 연구 결과, 폭력경험은 항목별로 일부 변동은 보였으나 언어적 폭력, 신체적 위협, 신체적 폭력의 순으로 경험하는 것으로 나타났다. 폭력경험과 감성지능의 간호서비스 질에 대한 영향정도를 규명하기 위한 위계적 회귀분석 결과, 일반적 특성을 통제한 상태에서 폭력경험은 서비스 질에 유의한 영향을 미치지 못하였으나 감성지능은 간호서비스 질에 대해 유의한 영향력을 보였다. 본 연구 결과 비록 통상적으로는 폭력경험이 간호서비스 질을 위협하는 요인으로 간주되고 있으나 자신의 감성을 활용하고 조절할 수 있는 감성지능이 실제 더 중요한 서비스 질의 영향요인인 것으로 나타났다. 이러한 감성지능은 교육과 훈련으로 향상될 수 있으므로 감성지능 향상을 위한 다양한 프로그램 개발 등의 방안 모색이 필요하다.

• 한국의류산업학회지
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• 제13권6호
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• pp.952-958
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• 2011

The primary purposes of this study were to investigate on effect of consumer's participation on their emotional response, service quality perception and revisiting intention in the beauty service field. The data were collected from 385 customers of beauty salons in Busan area, Gimhae area in Kyongnam and Daegu area. It was analyzed by frequency analysis, factor analysis, reliability analysis, and path analysis. The results were as follows: First, consumer was experienced positive emotion toward their participation of service offering course. Second, there were significant influence their participation on their service quality perception. And in the case mediating emotional response, their were more influence. Finally, consumer was perceived positively service quality when they was experienced positively emotion in service field during service offering course. And they had revisiting intention when they was perceived service quality excellently.

• 한국보육지원학회지
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• 제14권3호
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• pp.21-39
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• 2018

Objective: This study was to examined the mediating effect of active emotion regulation and marital quality in the relationships between self-compassion and maternal-fetal attachment. Methods: A questionnaire was administered to 836 pregnant women and the data were analyzed by SPSS21 and M-plus7, and statistical analysis, frequency analysis, and then structural equation modeling were performed. Results: First, self-compassion directly affects maternal-fetal attachment. Second, self-compassion was indirectly influenced by maternal-fetal attachment through active emotional regulation. Third, self-compassion indirectly affects maternal-fetal attachment through marital quality. Fourth, in regards to the relationship between self-compassion and maternal-fetal attachment, active emotional regulation and marital quality were mediated. Conclusion/Implications: we discussed implications for enhancing self-compassion and active emotional regulation and enhancing marital quality to increase the maternal-fetal attachment of pregnant women.

• International Journal of Quality Innovation
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• 제6권3호
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• 디자인학연구
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• 제15권4호
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• pp.97-110
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• 2002

인터넷 환경이 변함에 따라, 웹사이트 사용자의 욕구는 한층 다양하고 복잡해지는 양상을 보이고 있다. 이에 따라 오늘날의 사용자들은 웹에서 단지 빠른 시간 안에 편하게 정보를 찾는 사용성 뿐 아니라 적절한 감성적 경험 또한 원하고 있다. 하지만 실제적으로 사용자들이 디자이너가 전달하고자 하는 감성을 언제나 경험하는 것은 아니다. 본 연구에서는 홈페이지와 관련한 어떤 요소가 디자이너가 의도한 특정 감성을 사용자에게 효과적으로 전달하는지, 즉 홈페이지의 감성 품질에 영향을 미치는 요소를 파악하고자 한다. 이를 위해 감성차원 측면, 사용자 측면, 그리고 디자이너 측면의 3가지 가설을 검증하였다. 첫번째 가설은 감성차원 측면에 관한 것으로 감성 차원 자체가 명확하지 않아 디자이너가 의도한 특정 감성이 사용자에게 제대로 전달되지 못할 것이라는 가설이다. 두 번째는 사용자의 측면으로 같은 홈페이지더라도 각각의 사용자에 의해서 느끼는 감성의 차이가 디자이너가 의도한 감성 품질과 관련이 있을 것이라는 가설이다. 마지막으로 세 번째는 디자이너의 측면으로 동일한 감성이라도 디자이너가 구현하는 디자인 요소에 따라서 사용자가 경험하는 감성품질이 상이해질 것이라는 가설이다. 사전 연구로 웹페이지를 통해서 일반적으로 느끼는 기본 13개의 감성 차원과 이에 해당하는 30개의 대표 감성어휘를 선택하였고, 이를 바탕으로 본 실험에서는 전문디자이너들에게 각각 13개의 감성 차원을 사용자에게 전달하는 홈페이지를 차원별로 각 4개씩 디자인하도록 하였다. 이렇게 제작된 총 52개의 홈페이지에 대해서 515명의 사용자들을 대상으로 온라인 설문조사를 실시하여, 실제 디자이너들이 의도한 감성을 사용자들이 얼마만큼 경험하는지를 알아보았다. 이와 같은 분석 결과, 감성 품질은 감성차원이 얼마나 명확하게 정의되었는가 하는 감성 차원 측면의 요인과는 관련이 없으며, 반면 동일한 홈페이지에 대해서 사용자 개개인이 느끼는 감성이 얼마나 다양한가 하는 사용자 측면의 요인과 디자이너가 어떤 디자인 요소를 선택하는가 하는 디자이너 측면의 요인이 감성 품질과 밀접함 관련이 있음을 알 수 있었다.

• 한국조리학회지
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• 제22권5호
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• pp.82-94
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• 2016

본 연구에서는 한식당 이용객들의 CRM이 고객 행동의도에 얼마나 영향을 끼치는지 측정하였다. 특히 한식당 이용객들의 CRM이 고객 행동의도 중 고객 감정반응을 매개효과로 어떤 영향을 미치는지 선행연구를 토대로 변수 간의 영향관계를 규명하고자 하였다. 첫째, 독립변수는 한식당 이용객들의 CRM 중 서비스 품질, 정보 품질, 시스템 품질 3가지를 변수로 설정하였고, 종속변수는 매개변수인 고객 감정반응을 다중회귀분석으로 실시하였다. 다중회귀분석의 결과는 서비스 품질, 정보 품질, 시스템 품질 모두 종속변수인 고객 감정반응에 대하여 유의한 정(+)의 영향관계가 있는 것으로 분석되었다. 둘째, 다중회귀분석의 결과는 3개의 독립변수 중에서 서비스 품질(${\beta}=.104$, P<.01), 정보 품질(${\beta}=.215$, P<.001), 시스템 품질(${\beta}=.682$, P<.001)은 종속변수인 고객 행동의도에 대하여 유의한 정(+)의 영향관계가 있는 것으로 분석되었다. 셋째, 식당 이용객들의 CRM 중 서비스 품질, 정보 품질, 시스템 품질은 고객 행동의도에 영향을 미치는 것으로 나타나, 모두 부분 매개 효과가 있는 것으로 나타났다.

• 대한음성학회지:말소리
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• 제62호
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• pp.19-32
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• 2007

This study investigated the perception of emotional voices by transplanting some or all of the prosodic aspects, i.e. pitch, duration, and intensity, of the utterances produced with emotional voices onto those with normal voices and vice versa. Listening evaluation by 24 raters revealed that prosodic effect was greater than segmental & vocal quality effect on the preception of the emotion. The degree of influence of prosody and that of segments & vocal quality varied according to the type of emotion. As for fear, prosodic elements had far greater influence than segmental & vocal quality elements whereas segmental and vocal elements had as much effect as prosody on the perception of happy voices. Different amount of contribution to the perception of emotion was found among prosodic features with the descending order of pitch, duration and intensity. As for the length of the utterances, the perception of emotion was more effective with long utterances than with short utterances.

• 품질경영학회지
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• 제41권2호
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• pp.261-276
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• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• 한국간호교육학회지
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• 제25권2호
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• pp.186-196
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• 2019

Purpose: This study was conducted to identify types of peer feedback in nursing skills performance training and to investigate emotional response, perceived quality of feedback and self-efficacy for learning from peer feedback. Methods: A total of 110 second-year nursing students attending fundamentals of nursing classes at a university participated in 2017. Participants received peer feedback from one selected colleague who observed their skills performance, and completed a questionnaire. Contents of peer feedback video recordings were transcribed and classified into seven types of feedback. Data were analyzed using an independent t-test, ANOVA and Pearson correlation. Results: Participants mostly received feedback of 'correcting' and 'providing information.' Positive emotional responses from peer feedback were above medium, and negative emotional responses were low. The perceived quality of peer feedback was moderate and self-efficacy for learning was high. Quality of feedback correlated with negative emotional response (r=-.24, p=.014), and self-efficacy for learning (r=.35, p<.001). Self-efficacy for learning correlated with intimacy with peers (r=.24, p=.011) and positive emotional response (r=.21, p=.028). Conclusion: The results suggest that peer feedback in skill training could be used in terms of emotional response and self-efficacy for learning.