• Title/Summary/Keyword: positive and negative emotion

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The Effect of Servicecape Experience and Evaluation on Attitudes of Smart Tourism City's Tourists (스마트관광도시 관광객의 서비스스케이프 경험과 평가가 태도에 미치는 영향)

  • Sul, Myungnam;Chung, Namho
    • Journal of Service Research and Studies
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    • v.14 no.3
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    • pp.19-45
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    • 2024
  • As smart tourism cities are being actively introduced, efforts are emerging to understand the current situation and devise improvements from the perspective of services actually experienced by travelers. This study aimed to present directions for improving the overall service environment of smart tourism cities by introducing the servicescape perspective. It defined servicescape elements within smart tourism cities and analyzed how tourists' servicescape experiences affect their value perception, emotions, and satisfaction. The research model was designed by dividing servicescapes into physical servicescapes (cleanliness, convenience, electrical facilities) and communicative servicescapes (aesthetics and practicality of apps). A survey was conducted on 309 tourists who visited Suwon, a smart tourism city, and analyzed using Smart PLS. The analysis results showed that among physical servicescapes, cleanliness and electrical facilities had a significant impact on the evaluation of tourist destination value, while convenience had no effect. The communicative servicescape, namely the tourism app, had a significant impact on smart tourism value and overall destination value assessment. The tourism app and smart tourism value played a significant role in increasing tourists' positive emotions and decreasing negative emotions, which ultimately affected tourism satisfaction. This study confirmed the importance of tourism apps in smart tourism cities along with the importance of basic physical environments. Through this, it provides useful implications for establishing service improvement strategies for smart tourism cities.

The Effects of Culinary.Food & Beverage Employees' Stress Coping Style on Job Satisfaction and Customer Orientation (조리 및 식음료 종사원의 스트레스 대처전략이 직무만족도 및 고객지향성에 미치는 영향 연구)

  • Kim, Young-Joong;Park, Young-Mi;Yoon, Hye-Hyun
    • Culinary science and hospitality research
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    • v.19 no.3
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    • pp.156-172
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    • 2013
  • The purpose of this study is to understand the influence of food & beverage employees' stress coping styles in the deluxe hotel industry on job satisfaction and customer orientation. Based on total 250 food & beverage employees obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the AMOS program. The hypothesized relationships in the model test simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit the data, ${\chi}^2$=252.876(p<0.001), df=143, CMIN/DF=1.768, GFI=0.914, AGFI=0.873, NFI=0.936, CFI=0.971, RMSEA=0.056. The model's fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The SEM showed that the emotion oriented(${\beta}$=-.181, p<0.01) and avoidance oriented(${\beta}$=-.129, p<0.05) had a negative significant influence on job satisfaction. The multi-group analysis effects on division and status did. Also, job satisfaction(${\beta}$=.599, p<0.01) had a positive significant influence on customer orientation. Limitations and future research directions are also discussed.

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Development and Validation of Indirect Trauma Scale of Social Disaster (사회적 재난으로 인한 간접외상 척도의 개발과 타당화 연구)

  • Yeun-Joo Hur ;Min-Kyu Rhee
    • Korean Journal of Culture and Social Issue
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    • v.23 no.3
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    • pp.381-407
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    • 2017
  • The purpose of this study was to develop scale for the measurement of indirect traumatization occurred by social disaster and test their validity. To achieve this purpose, this study conduct a research through the following procedure. First, to develop the inventory, various responses of indirect traumatization occurred by social disaster were gathered from Korean adults participated in open questionnaire. 41 items were made. Second, exploratory factor analysis were performed and 21 items were selected in this step. The Indirect Trauma Scale of Social Disaster(ITSSD) consisted of 4 factors, each with 4-to-8 items, respectively. Four factors include ① private coping responses ② symptom responses ③ distrust responses of world ④ moral emotion cause of social perpetrators. Appropriate levels of reliability were established for the ITSSD. Third, Indirect Trauma Scale of Social Disaster was validated by confirmatory factor analysis, and 21 items were fixed. To 300 participants differed from development step, confirmatory factor analysis was performed. 4 factors structure derived from the exploratory analysis was appropriate. And 4 factors indicated reasonable fit index such as TLI(.913), CFI (.924) and RMSEA(.077). In addition, ITSSD identified a significant positive correlation with Posttrauma Risk Checklist, Korean Depression Scale, State-Trait Anxiety Inventory-KYZ and negative with Acceptance-action Questionnaire-2. But that was unrelated to Forgiveness Trait Scale and Life Satisfaction Scale. Also the result showed that Women experienced high level of indirect trauma of social disaster than men.

Effects of Campus Life Stress, Stress Coping Type, Self-esteem, and Maladjustment Perfectionism on Suicide Ideation among College Students (대학생의 대학생활 스트레스와 대처방식, 자아존중감, 부적응적 완벽주의가 자살생각에 미치는 영향)

  • Park, Seon-Uk;Kim, Mi-Kyeong
    • Korean Journal of Clinical Laboratory Science
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    • v.50 no.1
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    • pp.63-70
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    • 2018
  • The purpose of this study was to analyze the factors affecting suicidal ideation, and suggest the implications for suicide prevention policy among college students based on that analysis. Empirical model including the affecting factors, such as college life stress, stress coping type, self-esteem, and maladjustment perfectionism, was developed based on the previous studies. The data were collected from 350 college students at Busan Metropolitan City areas using a self-administered structured questionnaire. The major results of this study are as follows. First, suicidal ideation was significantly lower among students with higher campus life satisfaction. Second, significant positive affecting factors on suicidal ideation were maladjustment perfectionism, interpersonal stress, boys, emotion-oriented coping type, whereas, negative factors were self-esteem. Among the significant affecting factors, self-esteem had the greatest influence. These results suggest that measures improving college life satisfaction and education and training programs for improving human relation skills and stress-coping types, mitigating maladjustment perfectionism, and enhancing self-esteem should be explored and executed properly.

The Moderating Effect of Coping Stress between Middle-aged Women's Stress and Defense Mechanism (중년기 여성의 스트레스와 스트레스 대처방식의 관계에서 자아방어기제의 조절효과)

  • Kim, Seon-Hee;Kim, Jin-Seon;Ko, Sun-Young
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.19 no.8
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    • pp.524-534
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    • 2018
  • The purpose of this study is to find out the correlations between the stress that middle-aged women experience and their coping methods and to present intervening variables to promote active coping methods. The subjects of this study are 400 middle-aged women from 35 to 59 years old living in S area and the results are as follows. The relationship between middle-aged women's stress, self-defense mechanism, and stress-coping method shows as follows: the role stress is positively correlated with immature defense mechanism, self-restraint defense mechanism and conflict-avoiding defense mechanism. Among stress-coping methods, the problem-centered coping method was found to be negatively correlated with role stress and daily stress. the immature defense mechanism shows negative correlations with the problem-centered coping, but shows positive correlations with the emotion-centered coping and the wishful thinking. Among the self-defense mechanism types not effective in the social-support coping method.

Effect of ego-resilience, adult attachment, interpersonal competence on the academic stress of nursing students (간호대학생의 자아탄력성, 성인애착, 대인관계유능성이 학업스트레스에 미치는 영향)

  • Byun, Eun Kyung;Kim, Mi Young
    • The Journal of the Convergence on Culture Technology
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    • v.6 no.2
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    • pp.223-230
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    • 2020
  • The purpose of this study was to investigate the effect of ego-resilience, adult attachment, and interpersonal competence on academic stress in nursing students and to provide the basic data of to control academic stress. Data were collected from 287 nursing students in B and C city and analyzed by t-test, ANOVA, Pearson correlation coefficient, and multiple regression using SPSS/WIN 22.0. The degree of academic stress in nursing students was 2.28±.46. There were significant differences in academic stress with respect to grade(F=16.342, p<.001), economic status(F=3.331, p=.037), number of alcohol drinking(F=3.393, p=.035), satisfaction of major(F=40.539, p<.001), college life satisfaction(F=67.304, p<.001). There was positive correlation between academic stress and adult attachment(r=.557, p<.001), negative correlation were found between academic stress and ego-resilience(r=-.379, p<.001), between academic stress and interpersonal competence(r=-.423, p<.001). The factors affecting the academic stress of the study subjects were ego-resilience(r=-.379, p<.001), adult attachment(r=.557, p<.001), with an explanatory power of 34%. Through this research requires the fellow study to determine the factors affecting academic stress of nursing students.

Characteristics of Academic Hatred Explained by Self-Determination Motivation: A Study of High School Seniors (자기결정성 동기에 따른 학업반감 특성에 관한 연구: 고등학교 3학년 학생들을 대상으로)

  • Lee, Minyoung;Lee, Sangeun;Lee, Sang Min
    • Korean Journal of School Psychology
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    • v.17 no.3
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    • pp.379-399
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    • 2020
  • This study examined the relative influence of the five factors of the self-determination motivation on academic hatred. A total of 938 high school seniors (female 535, 57.0%) across eight schools in Seoul, Incheon, and Gyeonggi province were surveyed a month before Soo-neng (College Scholastic Ability Test). The findings of correlation analyses and hierarchical multiple regression analyses were summarized as follows. Academic hatred showed significant correlations with all the self-determination motivation factors except for introjected regulation. For hierarchical multiple regression analyses, starting with amotivation, the motivation factors indicating low level of self-determination were entered in order. In the final model, amotivation and introjected regulation had positive influence on academic hatred, and intrinsic regulation had negative influence on academic hatred. Specifically, introjected regulation which had no significant effect on academic hatred with amotivation and external regulation showed significant effect after identified regulation was added. Identified regulation lost its significant influence after intrinsic regulation was included. This study was meaningful in that it was the first study to clarify motivational characteristics of academic hatred based on self-determination theory. The study also presented its limitations, implications for school counseling intervention, and directions for future research.

The Effect of Major Factors in General Health Promotion Behavior Upon Oral Health Promotion Behavior in Some Area Collegian (일부 지역 대학생들의 전신건강증진행위의 주요 요인들이 구강건강증진행위에 미치는 효과)

  • Kim, Jung-Sool;Lee, Byung-Ho
    • Journal of dental hygiene science
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    • v.11 no.6
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    • pp.563-571
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    • 2011
  • The purpose of this study was to identify the major variables against oral health promotion behaviors for collegian in Ulsan area. The measured variables for the oral promotion behaviors presently are previous oral health experience, stress by study, subjective oral health, perceived benefit, perceived barrier, self-esteem, self-efficacy, social support, oral health LOC(locus of control), life satisfaction, emotion and intension based on the Pender's 3th health model as a theoretical model in general health promotion behavior. Total data 330 were analyzed by SPSS 18.0 and AMOS 18.0 program and path analysis method was used to verify the model's fitness. Results for this study were as follows: Firstly, the fitness degrees of research model was ${\chi}^2=39.06$(P>.05), GFI = .982, AGFI = .948, NFI = .967, NNFI = .982, RMSR = .028, so it was apparent that this model was well fitted. Secondly, 27 out of 39 total paths were turned out correspond with the hypothetical model which accepted as direct effect. And two paths had statistical significance in direct. Thirdly, the most positive influences on the oral health promotion behaviors presently were previous oral health experience, subjective oral health, social support, self-efficacy, intension, oral health LOC. And the most negative influences was perceived barrier. So, results from this model we could contribute to identify theirs oral health behavior patterns for collegian in Ulsan.

A Study on the Emotional Labor of Sales Workers at Department Stores (백화점 판매사원의 감정노동에 관한 연구)

  • Bae, Jun-Chul;Kim, Pan-Jin
    • Journal of Distribution Science
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    • v.9 no.4
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    • pp.75-82
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    • 2011
  • Along with economic development, the service industry is growing as days go by. Therefore, companies should maximize customer satisfaction through continuous changes by providing services which are suitable for customer needs. The general service industry has a decisive effect on the rate of growth and profitability of a superior business. Therefore, many companies try to provide the best customer service to increase profitability. Because service to a customer is delivered through interactions with the employee, the employee's attitude has a strong influence on the customer's satisfaction level. For these, most service industries are required to provide new types of labor. It is often referred to 'Emotional Labor', and that is different from physical and mental labor. Service providers always provide a service for the customers with a smile, even though they conceal their emotions. The Purpose of this study is to identify theologically the fact of that Sales Workers at Department Stores emotional labor, according to the economization of service, has become to decide the predominance of competition among companies and represents the quality of service ; to confirm that their emotion management is a crucial part of the work; to identify the correlation among job stress and job satisfaction which are experienced in the process of performing display rules required by organization. To practice them, this study deals with the theological consideration of the emotional labor, job stress and job satisfaction. This study proceeded to evaluate how the emotional labor of sales workers at department stores effected on their job stress and satisfaction. The result of this study will be summarized below. First of all, the frequency of emotional display and attentiveness required to display emotions both have a similar effect on the level of job stress. In the case of the emotional dissonance, there isn't a great amount of proof that it effects the job stress. That shows us that the aspect of the latter, they express the feelings on their daily lives less than the former by the public awareness and gaze. so, once they could accept the latter, the effect on the job stress would be vanished. Second, a study was performed to figure out the effect of emotional labor on job stress. As a result, none of them make negative effects on the job satisfaction but the attentiveness to required display rules even have positive effects on it. that means the emotional labor has an indirect effect on the job satisfaction through some intermediation stuff. Third, the role conflict of job stress factors has a negative effect on job satisfaction, Although role ambiguity has a negative effect on that as well, I couldn't find appropriate proof for that. As far as I figured out, job stress can only increase job dissatisfaction. In other hands, the sales workers would have tendencies to have more motivation to work hard rather than reveal their job stress and complain about work. Finally, emotional laborers always work close to job stress. This can maximize service for the customers, but it increases stress of the laborers providing services at the same time. Then, they can not provide high quality service. It is no doubt that we need to begin managing it systematically. In conclusion, the work satisfaction of the sales workers is connected to the service quality for the customers directly.

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Shopping Value, Shopping Goal and WOM - Focused on Electronic-goods Buyers (쇼핑 가치 추구 성향에 따른 쇼핑 목표와 공유 의도 차이에 관한 연구 - 전자제품 구매고객을 중심으로)

  • Park, Kyoung-Won;Park, Ju-Young
    • Journal of Global Scholars of Marketing Science
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    • v.19 no.2
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    • pp.68-79
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    • 2009
  • The interplay between hedonic and utilitarian attributes has assumed special significance in recent years; it has been proposed that consumption offerings should be viewed as experiences that stimulate both cognitions and feelings rather than as mere products or services. This research builds on previous work on hedonic versus utilitarian benefits, regulatory focus theory, customer satisfaction to address two question: (1) Is the shopping goal at the point of purchase different from the shopping value? and (2) Is the customer loyalty after the use different from the shopping value and shopping goal? We surveyed 345 peoples those who have bought the electronic-goods within 6 months. This research dealt with the shopping value which is consisted of 2 types, hedonic and utilitarian. Those who pursue the hedonic shopping value may prefer the pleasure of purchasing experience to the product itself. They tend to prefer atmosphere, arousal of the shopping experience. Consistent with previous research, we use the term "hedonic" to refer to their aesthetic, experiential and enjoyment-related value. On the contrary, Those who pursue the utilitarian shopping value may prefer the reasonable buying. It may be more functional. Consistent with previous research, we use the term "utilitarian" to refer to the functional, instrumental, and practical value of consumption offerings. Holbrook(1999) notes that consumer value is an experience that results from the consumption of such benefits. In the context of cell phones for example, the phone's battery life and sound volume are utilitarian benefits, whereas aesthetic appeal from its shape and color are hedonic benefits. Likewise, in the case of a car, fuel economics and safety are utilitarian benefits whereas the sunroof and the luxurious interior are hedonic benefits. The shopping goals are consisted of the promotion focus goal and the prevention focus goal, based on the self-regulatory focus theory. The promotion focus is characterized into focusing ideal self because they are oriented to wishes and vision. The promotion focused individuals are tend to be more risk taking. They are more sensitive to hope and achievement. On the contrary, the prevention focused individuals are characterized into focusing the responsibilities because they are oriented to safety. The prevention focused individuals are tend to be more risk avoiding. We wanted to test the relation among the shopping value, shopping goal and customer loyalty. Customers show the positive or negative feelings comparing with the expectation level which customers have at the point of the purchase. If the result were bigger than the expectation, customers may feel positive feeling such as delight or satisfaction and they would want to share their feelings with other people. And they want to buy those products again in the future time. There is converging evidence that the types of goals consumers expect to be fulfilled by the utilitarian dimension of a product are different from those they seek from the hedonic dimension (Chernev 2004). Specifically, whereas consumers expect the fulfillment of product prevention goals on the utilitarian dimension, they expect the fulfillment of promotion goals on the hedonic dimension (Chernev 2004; Chitturi, Raghunathan, and Majahan 2007; Higgins 1997, 2001) According to the regulatory focus theory, prevention goals are those that ought to be met. Fulfillment of prevention goals in the context of product consumption eliminates or significantly reduces the probability of a painful experience, thus making consumers experience emotions that result from fulfillment of prevention goals such as confidence and securities. On the contrary, fulfillment of promotion goals are those that a person aspires to meet, such as "looking cool" or "being sophisticated." Fulfillment of promotion goals in the context of product consumption significantly increases the probability of a pleasurable experience, thus enabling consumers to experience emotions that result from the fulfillment of promotion goals. The proposed conceptual framework captures that the relationships among hedonic versus utilitarian shopping values and promotion versus prevention shopping goals respectively. An analysis of the consequence of the fulfillment and frustration of utilitarian and hedonic value is theoretically worthwhile. It is also substantively relevant because it helps predict post-consumption behavior such as the promotion versus prevention shopping goals orientation. Because our primary goal is to understand how the post consumption feelings influence the variable customer loyalty: word of mouth (Jacoby and Chestnut 1978). This research result is that the utilitarian shopping value gives the positive influence to both of the promotion and prevention goal. However the influence to the prevention goal is stronger. On the contrary, hedonic shopping value gives influence to the promotion focus goal only. Additionally, both of the promotion and prevention goal show the positive relation with customer loyalty. However, the positive relation with promotion goal and customer loyalty is much stronger. The promotion focus goal gives the influence to the customer loyalty. On the contrary, the prevention focus goal relates at the low level of relation with customer loyalty than that of the promotion goal. It could be explained that it is apt to get framed the compliment of people into 'gain-non gain' situation. As the result, for those who have the promotion focus are motivated to deliver their own feeling to other people eagerly. Conversely the prevention focused individual are more sensitive to the 'loss-non loss' situation. The research result is consistent with pre-existent researches. There is a conceptual parallel between necessities-needs-utilitarian benefits and luxuries-wants-hedonic benefits (Chernev 2004; Chitturi, Raghunathan and Majaha 2007; Higginns 1997; Kivetz and Simonson 2002b). In addition, Maslow's hierarchy of needs and the precedence principle contends luxuries-wants-hedonic benefits higher than necessities-needs-utilitarian benefits. Chitturi, Raghunathan and Majaha (2007) show that consumers are focused more on the utilitarian benefits than on the hedonic benefits of a product until their minimum expectation of fulfilling prevention goals are met. Furthermore, a utilitarian benefit is a promise of a certain level of functionality by the manufacturer or the retailer. When the promise is not fulfilled, customers blame the retailer and/or the manufacturer. When negative feelings are attributable to an entity, customers feel angry. However in the case of hedonic benefit, the customer, not the manufacturer, determines at the time of purchase whether the product is stylish and attractive. Under such circumstances, customers are more likely to blame themselves than the manufacturer if their friends do not find the product stylish and attractive. Therefore, not meeting minimum utilitarian expectations of functionality generates a much more intense negative feelings, such as anger than a less intense feeling such as disappointment or dissatisfactions. The additional multi group analysis of this research shows the same result. Those who are unsatisfactory customers who have the prevention focused goal shows higher relation with WOM, comparing with satisfactory customers. The research findings in this article could have significant implication for the personal selling fields to increase the effectiveness and the efficiency of the sales such that they can develop the sales presentation strategy for the customers. For those who are the hedonic customers may be apt to show more interest to the promotion goal. Therefore it may work to strengthen the design, style or new technology of the products to the hedonic customers. On the contrary for the utilitarian customers, it may work to strengthen the price competitiveness. On the basis of the result from our studies, we demonstrated a correspondence among hedonic versus utilitarian and promotion versus prevention goal, WOM. Similarly, we also found evidence of the moderator effects of satisfaction after use, between the prevention goal and WOM. Even though the prevention goal has the low level of relation to WOM, those who are not satisfied show higher relation to WOM. The relation between the prevention goal and WOM is significantly different according to the satisfaction versus unsatisfaction. In addition, improving the promotion emotions of cheerfulness and excitement and the prevention emotion of confidence and security will further improve customer loyalty. A related potential further research could be to examine whether hedonic versus utilitarian, promotion versus prevention goals improve customer loyalty for services as well. Under the budget and time constraints, designers and managers are often compelling to choose among various attributes. If there is no budget or time constraints, perhaps the best solution is to maximize both hedonic and utilitarian dimension of benefits. However, they have to make trad-off process between various attributes. For the designers and managers have to keep in mind that without hedonic benefit satisfaction of the product it may hard to lead the customers to the customer loyalty.

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