• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.

• Science of Emotion and Sensibility
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• v.14 no.4
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• pp.503-512
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• 2011

Recently in HCI research, emotion recognition is one of the core processes to implement emotional intelligence. There are many studies using bio signals in order to recognize human emotions, but it has been done merely for the basic emotions and very few exists for the other emotions. The purpose of present study is to confirm the difference of autonomic nervous system (ANS) response in three emotions (boredom, pain, and surprise). There were totally 217 of participants (male 96, female 121), we presented audio-visual stimulus to induce boredom and surprise, and pressure by using the sphygmomanometer for pain. During presented emotional stimuli, we measured electrodermal activity (EDA), skin temperature (SKT), electrocardiac activity (ECG) and photoplethysmography (PPG), besides; we required them to classify their present emotion and its intensity according to the emotion assessment scale. As the results of emotional stimulus evaluation, emotional stimulus which we used was shown to mean 92.5% of relevance and 5.43 of efficiency; this inferred that each emotional stimulus caused its own emotion quite effectively. When we analyzed the results of the ANS response which had been measured, we ascertained the significant difference between the baseline and emotional state on skin conductance response, SKT, heart rate, low frequency and blood volume pulse amplitude. In addition, the ANS response caused by each emotion had significant differences among the emotions. These results can probably be able to use to extend the emotion theory and develop the algorithm in recognition of three kinds of emotions (boredom, surprise, and pain) by response measurement indicators and be used to make applications for differentiating various human emotions in computer system.

• Journal of the Architectural Institute of Korea Planning & Design
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• v.36 no.5
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• pp.83-91
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• 2020

Environmental conditions are known to impact human health and behavior, emotions such as pleasure, anxiety, and depression, and reduce stress. Interior design that elevates emotional comfort and satisfaction can help improve mental health and well-being. This study is a systematic review that analyzed previous empirical studies that explored the effect of interior design elements on the user's emotional response which is quantitatively evaluated by bio-signal and qualitatively evaluated through self-reported questionnaire surveys. This paper aims to derive the attributes of interior design and biometric indicators that affect the user's positive emotion through the synthesis of previous studies and to confirm the feasibility of measuring bio-signals as an objective evaluation tool for architectural design and as a quantitative research method. As a result of the review, the biometric data from EEG, fMRI, ECG, EMG, GSR, and eye-tracking were used to measure the participants' emotional responses, which were manifested as positive or negative depending on certain attributes of interior design such as the form, color, lighting, material and furniture. The attributes of interior design related to the positive emotional response were the curved shape, high ceiling, openness of space, and subdued tone colors. Standard lighting conditions and wooden spaces were related to stress reduction in terms of comfort and relaxation. The free arrangement of furniture was related to the user's positive emotions. On the other hand, consistent experimental protocols could not be found, and although the sample sizes of the studies were small, the studies have demonstrated the feasibility of the emotional response measurement by using the biometric data. Therefore this method can be a useful objective tool in the measurement of human-centric data in architectural design, and to develop the evidence-based design to induce positive emotions and minimize stress.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.7-16
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• 2018

Purpose - Turnover Intention in the franchise industry is becoming a very important issue. This study examines the structural relationships between organizational justice, emotion, job satisfaction, and turnover intention in the franchise industry. In this model, emotion was classified into two sub-dimensions such as positive and negative emotion. Research design, data, methodology - The sample of this study collected from employees of a food-service franchise company is representative. Copies of the questionnaire along with a cover letter were delivered by a research assistant to the human resources manager or the general manager of the selected food-service franchise firms after they agreed to participate in the study. In order to increase the response rate of the respondents, a small gift was provided to the respondents who completed the questionnaire. A total of 300 questionnaires were distributed and 285 returned responses, 9 responses were not usable due to missing information. Thus, a total of 276 responses were used using structural equation modeling with Smartpls 3.0. Results - The results showed that organizational justice had positive significant effects on positive emotion and job satisfaction. Job satisfaction had negative a significant effect on turnover intention. And negative emotion had positive significant effect on turnover intention. Conclusions - The results of this study provide some implications. If employees feel that the franchise headquarters is fair about the methods and procedures of decision making, resource allocation, information sharing, etc., it means that employees feel better. If the franchise's decision-making processes and methods and results are transparently disclosed and processed in accordance with the internal rules of the company, the employees will be able to fully understand and accept them. The results of this study also show that positive and negative emotions of service-based franchise employees have different effects on job attitude and organizational behavior. In particular, when negative emotions of employees are passed on to others and the results are negative, employees may feel that they are disoriented or wrong. Therefore, the franchise headquarters should try to inspire employees' sense of organizational community, and should pay attention to how to relieve the job stress and the fair distribution of work and rewards.

• Korean Journal of Child Studies
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• v.33 no.2
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• pp.1-12
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• 2012

This study examined the influences of age, offenders' intention, victims' emotional reactions on the moral emotional understanding of preschool children. Eighty eight children aged 4, 5, and 6 participated in this study, and were interviewed using four moral transgression stories. The responses of the children were then analyzed in terms of the levels of moral emotional understanding, from error through to the understanding of secondary emotions. The results indicated that older children showed higher levels of moral emotional understanding than younger children. Additionally, children's moral emotional understanding was higher in situations in which offenders' behaviors were intentional, and in which the victims expressed sadness. The attribution of moral emotions was influenced by victims' emotional reactions only in 6-year-old children. Discussion of these results also included the development of intervention programs for children with aggressive behaviors, as well as a number of suggestions for future study.

• KIPS Transactions on Software and Data Engineering
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• v.3 no.10
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• pp.451-456
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• 2014

The correlations between electroencephalographic (EEG) spectral power and emotional responses during affective sound clip listening are important parameters. Hemispheric asymmetry in prefrontal activation have been proposed in two decades ago, as measured by power value, is related to reactivity to affectively pleasure audio stimuli. In this study, we designed an emotional audio stimulus experiment in order to verify frontal EEG asymmetry by analyzing Event-related Spectral Perturbation (ERSP) results. Thirty healthy college male students volunteered the stimulus experiment with the standard IADS(International Affective Digital Sounds) clips. These affective sound clips are classified in three emotion states, high pleasure-high arousal (happy), middle pleasure-low arousal (neutral) and low pleasure-high arousal (fear). The analysis of the data was performed in both theta (4-8Hz) and alpha (8-13Hz) bands. ERSP maps in the alpha band revealed that there are the stronger power responses of high pleasure (happy) in the right frontal lobe, while the stronger power responses of middle-low pleasure (neutral and fear) in the left frontal lobe. Moreover, ERSP maps in the theta band revealed that there are the stronger power responses of high arousal (fear and happy) in the left pre-frontal lobe, while the stronger responses of low arousal (neutral) in the right pre-frontal lobe. However, the high pleasure emotions (happy) can elicit greater relative right EEG activity, while the low and middle pleasure emotions (fear and neutral) can elicit the greater relative left EEG activity. Additionally, the most differences of theta band have been found out in the medial frontal lobe, which is proved as the frontal midline theta. And there are the strongest responses of happy sounds in the alpha band around the whole frontal regions. These results are well suited for emotion recognition, and provide the evidences that theta and alpha powers may have the more important role in the emotion processing than previously believed.

• Culinary science and hospitality research
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• v.19 no.1
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• pp.70-84
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• 2013

The study aimed at grasping the factors of sommelier service quality and analyzing how customers' emotional responses based on sommelier service quality had a big impact on the revisit intention for the customers who received sommelier service from food service industries located in Seoul. The findings are as follows. The effects of sommelier service quality on positive emotions were respectively significant in specialty factor(${\beta}$=.257, p<0.001), reliability factor(${\beta}$=.314, p<0.001), and responsiveness factor(${\beta}$=.387, p<0.001). And the effect on negative emotions was significant in specialty factor(${\beta}$=-.178, p<0.05). Meanwhile, the result of the effect on the revisit factor of sommelier service quality was significant in reliability factor(${\beta}$=.286, p<0.001). And the effects of customers' emotional response on revisit factor were significant in positive emotion factor(${\beta}$=.350, p<0.001) and negative emotion factor(${\beta}$=-.195, p<0.01) respectively. As the emotional responses based on sommelier service quality had a great impact on customers' revisit intention according to positive or negative emotions, it is necessary for food service industry operators to improve customer satisfaction with consolidating the factors to give customers positive emotions which eventually can lead them to revisit wine restaurants.

• Science of Emotion and Sensibility
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• v.19 no.3
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• pp.51-58
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• 2016

This study examined the difference between the deaf and hearing adolescents of experiencing emotions and the intensity levels of expressing them. Three different video clips were used to induce pleasure, anger, and sadness. While watching the clips, facial expressions of the participants were recorded. The experienced emotions were measured by a self-report method, and the third person rated participants' expressed emotions based upon the recorded facial images. Two groups (deaf and hearing) were compared if those two groups shared the same experienced emotions, and whether the ratings scored by the third person corresponded with the self-rated scores. There was no significant difference in experienced emotion and its intensity level. However, hearing adolescents showed more intensive responses of pleasure than they reported, while deaf adolescents showed less intensive expressions of happiness than they reported themselves. Thus, hearing people might not be able to detect and fully comprehend how the deaf feel in general circumstances. This further indicates that the deaf adolescents cannot get enough supports from the hearing people when they express their feelings, and consequently, have a possibility of causing misunderstandings, conflicts, or even a break in relationships.

• Journal of the Korean housing association
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• v.11 no.2
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• pp.107-116
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• 2000

The purpose of this study is to investigate the relation between the exterior environmental factors and sensibility responses in apartment housing estates. The finding of the study may be summerized as follow: 1) The method of analysis was that the adequacy of 214 sensibility vocabularies primarily drawn were analyzed by the evaluation group through questionnaire. As a result of factor analysis on them, 36 sensibility vocabularies were finally drawn and used as a tool for evaluation. 2) 22 elements were drawn as physical elements that shows sensibility responses according to residential complexes and classified roughly into five factors; the architectural factor, the rest space, the horizontal system, the design factor, and the annexed facilities. 3) The average score for sensibility items by complexes suggested that the sensibility contents would vary depending on the physical conditions of facilities by complexes. 4) It was shown that the percentages of sensibility responses by physical structural elements were 50.7% for the rest space, 24.1% for the design factor, 13.7% for the architectural factor, 8.1% for the annexed facilities, and 3.2% for the horizontal system. 5) The analysis of relation between the physical elements and the sensibility contents showed that the sensibility contents such as 'emotions', 'comfortable', 'luxury', 'symbolic', and 'intimate', had a positive relation with the physical elements such as the entrance of a complex, design element, artistic structures, and kindergarten facilities but a negative relation with the physical elements such as the shape of buildings, walkways, and separate garbage collection yards.

• Journal of the Korean Society of Clothing and Textiles
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• v.18 no.3
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• pp.395-409
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• 1994

Consumers experience various emotional responses to clothing in consumption process. These emotional responses are important in explaining consumer behavior of clothing. The Purpose of the study was to identify the types of emotion that consumers experience in the process of wearing clothes. A questionnaire consisted of 35 words expressing emotion was developed. 110 female college students were surveyed to find out consumption experience of clothing. The empirical study was conducted in two ways. One is that the subjects were asked to respond six-point unipolar scale of emotional adjectives to identify the various emotions that consumers experienced. The other is that four different wearing situations were described for the survey and then the subjects were asked to respond same questionnaire. The data surveyed for research were analyzed by factor analysis. The conclusion of empirical study was as follows. The types of emotion that consumers experienced at various situstions were: pleasure, arousal, unpleasure, aversion, dominance, sandness, security and tension.