• Safety and Health at Work
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• 제14권3호
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• pp.309-316
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• 2023

Background: Job performance is known as an essential reflection of nursing quality. Colleague solidarity, positive emotion, and turnover intention play effective roles in a clinical working environment, but their impacts on job performance are unclear. Investigating the association between nurses' colleague solidarity and job performance may be valuable, both directly and through the mediating roles of positive emotion and turnover intention. Methods: In this cross-sectional study, a total of 324 Chinese nurses were recruited by convenience sampling method from July 2016 to January 2017. Descriptive analysis, Spearman's correlation analysis, and the structural equation model were applied for analysis by SPSS 26.0 and AMOS 24.0. Results: A total of 49.69% of participants were under 30 years old, and 90.12% of participants were female. Colleague solidarity and positive emotion were positively connected with job performance. The results indicated the mediating effects of positive emotion and turnover intention in this relationship, respectively, as well as the chain mediating effect of positive emotion and turnover intention. Conclusions: In conclusion, dynamic and multiple supportive strategies are needed for nurse managers to ameliorate nursing job performance by improving colleague solidarity and positive emotion and decreasing turnover intention based on the job demand-resource model.

• 산경연구논집
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• 제9권6호
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• pp.65-76
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• 2018

Purpose - The study aims to provide the relationships between the social servicescape and customer's emotion and voluntary behaviors were investigated in this study. The social servicescape was largely divided into service employee's image and other customers (in customer's similarity, physical appearance and suitable behavior). Firstly, the relationship between service employee's image and customer's positive emotion was investigated as a specific purpose of study. Secondly, this study attempted to understand the relationship between other customers (in customer's similarity, physical appearance and suitable behavior) and customer's positive emotion. Lastly, the relationship between customer's positive emotion and customer's voluntary behavior dimension (intention to cooperate, intention to participate in and loyalty) was examined. Research design, data, & methodology - In order to prove the hypotheses in this study, the customers who have experienced family restaurants during the last two months were targeted for a survey. A total number of 300 survey papers were distributed and as a result, 248 papers could be used for analysis, except the papers with insincere answers. After the analysis of the reliability and validity of each major variable, the hypothesis was verified through the structure method by using Amos 20.0. Results - First, the results of hypothesis testing on the relationship between social servicescape and customer's positive emotion showed service employee image gives a positively meaningful impact on customer's positive emotion. Secondly, the results on the relationship between other customers and customer's positive emotion indicated that the customer's similarity and physical appearance has a positively significant impact on customer's emotion while customer's suitable behavior has not a significantly positive impact on customer's positive emotion Lastly, customer's positive emotion was shown to have a significantly positive influence on customer's voluntary behavior dimension, that is, intention to cooperate, intention to participate in and loyalty. Conclusions - This study aims to focus on and emphasize the social servicescape and its importance, which is different from the previous studies that have been focused largely on physical servicescape. Such results in this study indicated the social servicescape (service employee's image and other customers) as an important factor that affects customer's positive emotion and voluntary behavior.

• 유통과학연구
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• 제17권1호
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• pp.57-72
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• 2019

Purpose - Current study aimed at investigating customer experience types (gain vs. loss avoidance performance experience and hedonic vs. reliability imagery experience) and their influences on satisfaction and positive emotion as antecedents of customer engagement. It also explored moderation role of regulatory focus in the influence of each experience type on satisfaction and positive emotion. Research design, data, and methodology - 416 Vietnamese local tourists were selected to test hypotheses by structural equation model in AMOS 21.0. Results - First, customers actually achieving gain or avoiding loss are more satisfied. Second, customers with hedonic and reliability imagery experience feel more positive emotion. Third, both positive emotion and satisfaction have positive influences on customer engagement. Last, regulatory focus moderates the positive effects of either gain or loss avoidance performance experience on satisfaction and also moderates the positive effects of either hedonic or reliability imagery experience on positive emotion. Conclusions - Focusing on both cognitive satisfaction and affective emotion resulted from experience, this study could advance customer engagement theory. Managerially, brand managers should induce gain performance and hedonic imagery experience (loss avoidance performance and reliability imagery experience) from promotion (prevention)-focused customers to enhance their engagement.

• 한국조리학회지
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• 제20권5호
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• pp.111-118
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• 2014

This study sought to describe the relationships among physical environment, self-congruity, positive emotion, and revisit intentions in the coffeehouse setting. This study adopted second-order factor of physical environment in a structural equation model, imploying trend(fashion), cleanliness, reliability, spatial, convenience, and appropriacy as the second-order factors. The conceptual model in this study used responses from 338 college students who visited coffeehouse at least once in the past month. The proposed relationships were analyzed using SPSS 20.0 and AMOS 6.0. The results of data analysis indicated that the six secondorder factors of physical environment significantly affected coffeehouse visitor's self-congruity and positive emotion, and self-congruity as well as positive emotion significantly influenced revisit intentions. Further discussion and theoretical/practical implications of the findings along with directions for future studies are provided. In essence, the findings highlight significant role of coffeehouse's physical environment toward self-congruity and positive emotion in the formation of customer's revisit intentions in the coffeehouse context.

• 유통과학연구
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• 제16권6호
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• pp.85-96
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• 2018

Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

• 한국식품영양학회지
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• 제24권4호
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• pp.670-679
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• 2011

This study investigated the hotel buffet restaurant's service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant's service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant's customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant's service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant's customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer's positive emotion and recommendation intention.

• 동아시아식생활학회지
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• 제17권5호
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• pp.753-763
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• 2007

While the cognitive aspects of customer behavior have been a main subject of research, some researchers are now focusing on the emotional aspects. The influence of emotion on attitude and judgement has been accepted by many researchers, and most studies regarding emotion have focused on physical surroundings and emotional responses, based on Mehrabian & Russell's 1974 model. This study aimed to expand the scope of the model by including employee service. Here we examined the structural relationships between the physical surroundings and employee service of upscale restaurants, along with emotional response, and service loyalty. Physical surroundings and employee service were used as single factors, and we composed four different emotional responses: positive, negative, positive arousal, and negative arousal. While physical surroundings had impact on 'positive emotion' and 'positive arousal', Employee service had influence on 'negative emotion', and 'negative arousal' as well as 'positive emotion'. And 'positive emotion' and 'positive arousal' influenced service loyalty. Lastly, there was also a correlation between physical surroundings and employee service.

• 한국심리학회지 : 문화 및 사회문제
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• 제25권3호
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• pp.231-248
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• 2019

긍정정서의 확장 및 수립이론에 따르면 긍정정서가 다양한 삶의 영역에서 긍정적 결과를 가져온다고 주장한다. 이를 바탕으로 대학생의 긍정정서가 대학생활 만족도를 향상시키고 진로준비에 정적 영향을 미치는지 검토했다. 그리고 이 관계에 소명의식이 매개역할을 하는지 알아보았다. 이를 위해서 대학생 473명을 대상으로 긍정정서, 대학생활 만족도, 진로준비 및 소명의식을 측정하였다. 분석 결과, 긍정정서는 대학생활 만족도와 진로준비를 증진시키는 것으로 나타났다. 또한 대학생의 소명의식은 긍정정서와 대학생활 만족도 및 진로준비 사이에서 유의미한 매개역할을 하였다. 이러한 연구 결과를 바탕으로 대학생의 행복과 개인의 자원, 그리고 대학생활에 관한 시사점을 논의하였다.

• 감성과학
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• 제8권2호
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• pp.161-167
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• 2005

정서를 경험하는 동안 자율신경 반응과 외현적 반응, 그리고 얼굴 표정, 몸짓, 자세, 언어 등과 같은 정서적 의사소통을 나타낸다. 안면근육반응은 공포, 놀람, 행복, 혐오, 슬픔, 분노와 같은 감정적인 표현을 측정하는 하나의 수단으로, 특정한 안면근육에 기초를 둔 반응을 식별할 수 있다. 본 연구에서는 아동이 긍정정서와 부정정서를 느낄 때 나타나는 안면근육반응의 변화를 알아보고, 아동이 느끼는 긍정정서와 부정정서의 구분이 가능한지를 알고자 하였다. 시청각 동영상(Audiovisual Film Clips)을 이용하여 긍정정서 (기쁨)와 부정정서를 유발하였고, 47명의 아동이 이들 정서를 느끼는 동안 안면근전도(Facial EMG : 우측 corrugator supercilii와 orbicularis oris)를 측정하였다. 또한 아동이 경험한 정서의 심리반응 결과를 평가하기 위하여 정서평가척도를 사용하였다. 두 정서에 대한 높은 적합성($85\%$이상)과 효과성(기쁨 3.15, 공포4.4, 5점 만점)을 보였다. 안면근육반응 결과, 두 정서 모두에서 안정상태와 정서 상태간의 유의한 차이가 있었다. 정서에 따른 반응 결과, 긍정정서와 부정정서에 따라 corrugator supercilii와 orbicularis oris 반응의 차이가 나타났다. corrugator supercilii는 긍정정서일 때 부정정서보다 근육의 활동이 더 증가하였다. orbicularis oris는 부정정서일 때 긍정정서보다 근육의 반응이 더 증가하였다.

• 한국감성과학회:학술대회논문집
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• 한국감성과학회 2012년도 춘계학술대회
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• pp.11-12
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• 2012