• 패션비즈니스
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• 제20권6호
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• pp.19-31
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• 2016

Identifying the factors of emotional experience that arouse emotional responses will contribute to determining the relationship between the visual attributes of a salon and the emotional responses of humans, as well as the relationship between service factors and the emotional response of humans. The aim of this study is to examine the effect of the various e motional responses of customers on store preference and to thereby propose marketing strategies for offering an insightful service. The emotionally expressed vocabulary used by customers during their visit is also explored. 300 customers with previous experience of beauty shop services were surveyed and their responses were analyzed using SPSS 20.0 to define the problems. All the emotional experiences at the beauty salon influence the service satisfaction and re-visitation intention. The results showed that, as the customer's level of satisfaction with a service experience increases, the re-visitation intention increases. Of these results, only the service experience influences the recommendation intention. As the effective delivery of positive emotional services influences customers' revisiting intentions, beauty industry workers should be aware of each phase of the customers' emotions and try to provide customer-oriented services to appease these emotions. In addition, workers should strive to create service systems that induce customers' positive emotional responses rather than to offer merely stereotyped services.

• 한국조리학회지
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• 제9권3호
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• pp.197-211
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• 2003

It is widely agreed that customers' purchase are strongly influenced by their emotions. despite the obvious importance of eliciting positive emotional responses from customers, we find no record that family restaurants have ever measured or used customers' emotions as a management tool. This study aimed to verify the importance of the customers' emotion in the relational performance of family restaurant business. In order to achieve the object of the study, the effect of emotional factors on service satisfaction, revisit, word-of-mouth were analysed. The data were collected from 450 customers who had visited five family restaurants in Seoul more than once during the last three months from September 20 to October 5, 2002. Emotional variables in service experience process were grouped as three factors; in the middle of having food, in entering and leaving restaurant and in the waiting line. It is proved that customers had different emotions in each process of family restaurant service experience. Multiple regression analysis was employed to explore the influence of three emotional factors on relational performances such as satisfaction, revisit and word-of-mouth. It was found that customers were influenced by emotional factors in entering and leaving restaurant, secondly influenced in the waiting line and least influenced in the middle of having food. Finally, the findings indicated that customers' emotional factors in whole service experience process from entering to leaving the restaurant should be successfully cared by service staff. Future research is recommended to find out which specific emotional factors affected on relational performance of family restaurant.

• 농촌지도와개발
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• 제26권4호
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• pp.193-203
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• 2019

Tourism has been widely regarded as a mentally and physically healthy pursuit. Emotional experience can increase the restoration effect of tourism. Thus, recent studies in tourism have paid more attention to the benefits of emotional experiences. This study provides and tests a model that examines the relationship emotional experience as mediating variable between perceived service quality and two outcomes (behavioral intention, subjective well-being). The results of a study with rural healing tourists provide support for the proposed model. Specifically, the results indicate that emotional experience partially mediate the relationship between perceived service quality and satisfaction. The results of this study suggest that emotional experience should be considered as important in rural healing tourism services. The study provides empirical validation that customers do, indeed, identify with service providers, and this, in-turn, provides positive consequences for both the service provider (i.e., behavioral intention) and the customer (i.e., subjective well-being).

• 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.

• 한국정보시스템학회지:정보시스템연구
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• 제31권4호
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• pp.123-143
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• 2022

Purpose The purpose of this study was to investigate the experience cues of chatbot services provided to existing customers familiar with the e-commerce environment, and to examine the effect of chatbot service's experience cues on customer experience and chatbot trust. Design/methodology/approach This study was conducted on consumers who experienced chatbot services in an e-commerce environment, the final 299 copies of valid data were obtained, and the research hypothesis was verified using PLS as a structural equation model. Findings As a result of the analysis, it was found that functional cues that cause customer experiences using chatbot services had a positive effect on cognitive and emotional experiences, human cues had a positive effect on cognitive, emotional and relational experiences, and customer experiences had a positive effect on chatbot trust.

• 유통과학연구
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• 제17권11호
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• pp.47-52
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• 2019

Purpose: This study specifically discusses why coffee shop customers want to revisit coffee shops. In addition, we would like to verify the mediated effect of the emotional reaction in relation to the influence of the experience values of the Chinese coffee shop on the re-visit of the coffee shop. Research design, data and methodology: Regression and reliability analyses were conducted. Simple regression was used for stock price verification, and the bootstrap method of model4 of Hayes was performed for the intermediate hypothesis verification. Results: This study confirmed that the experience values of coffee shops (entertainment, aesthetic, economic efficiency, and service excellence) have a significant influence on customers' intention to revisit coffee shops. Conclusions: Managers can check that the level of revisit by customers is increased by increasing the elements of experience value. In addition, studies have shown that the customer's emotional reactions play a significant mediating role in the relationship between the value of the experience and the customer's intention to revisit the coffee shop. This suggests that the coffee shop operator should focus on the emotional response of its customers and devise strategies to ensure that the value of the experience is connected to the intent of revisiting.

• 스마트미디어저널
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• 제13권2호
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• pp.156-164
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• 2024

물리적 공간과 디지털 공간의 결합인 메타버스는 초연결적, 초실감적 서비스를 기반으로 많은 소비자들에게 이전과 다른 탐색, 평가, 소비 그리고 처분의 과정을 제공하고 있다. 따라서 시공간을 초월한 새로운 형태의 디지털 공간인 메타버스 안에서 고객들이 다양한 활동을 수행할 때, 어떠한 감각적 경험을 느끼게 되고 이러한 경험이 고객들의 행동적 반응에 어떻게 영향을 미치는가를 살펴볼 필요가 있다. 본 연구에서는 의료관광 서비스를 경험하는 고객들이 메타버스 체험 여정에서 느끼는 메타버스 서비스 환경의 시간적, 정서적 경험을 고려하였다. 연구결과 메타버스를 통한 정서적 경험은 메타버스 체험의 강도가 깊어질수록 고객만족과 고객충성도에 더 긍정적인 영향을 미치는 것으로 나타났다. 특히, 메타버스 서비스 종료 시점에서의 정서적 경험은 이후 재구매 행동에도 긍정적 영향력이 있음을 확인하였다. 이러한 결과는 현실 세계에서처럼 메타버스에서의 고객경험은 고객들의 사후적 행동을 이해하는 데 중요한 통찰력을 제공해 주며, 서비스 제공자들이 메타버스 환경에서 효과적인 고객경험 전략을 어떻게 개발하고 구현할 것인가에 대한 의미 있는 시사점을 제공하고 있다.

• 동서간호학연구지
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• 제27권2호
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• pp.104-113
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• 2021

Purpose: The purpose of this study was to investigate the status of emotional labor of nursing personnel working in comprehensive nursing service ward and to suggest the way service improvement can be achieved. Methods: A total of 28 nurses working in comprehensive nursing service ward were divided into four groups to conduct focus group interview. All interviews were recorded and transcribed after the interview to perform data analysis in the order of data classification, topic categorization, and keyword derivation. Results: The five categories of subjects and relating keywords drawn from the focus group interviews are as follows: 1) Emotional labor experience: suppressing emotions, expressing emotions or actions that are different from reality, 2) Situations of emotional labor: verbal abuse and assault, sexual harassment, personal needs and errands, 3) Responses to emotional labor: responding directly, responding directly, receiving senior's help, using the organizational system, persevering, 4) Problems caused by emotional labor: work exhaustion, job change intention, job stress, 5) Protection plan against emotional labor: manual or education for nurses, education for patients and carers, compensation, tough sanctions though system strengthening. Conclusion: This study shows that although nurses working in comprehensive nursing service ward generally experience high levels of emotional labor, the problem solving of them relies mainly on personal response. Therefore, it is necessary to develop various measures to protect nurses in an organizational level response, thus to improve the comprehensive nursing service system.

• Journal of Information Technology Applications and Management
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• 제21권4호
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• pp.15-33
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• 2014

Recently, the service providers are making various attempts to provide smartphone applications for waiting information in order for customers to perceive waiting time short. This research, therefore, investigates the impact of smartphone use on the waiting experience and provide service organizations with effective measures for managing customers' waiting. As a result of this study, utilization of smartphone during the waiting period shows the positive impact on perceived waiting time, acceptability, and emotional response. Among these, the largest impact appears on the acceptability of waiting that has the largest impact on the perceived service quality. In addition, results reveal that smartphone users shows more positive waiting experience than non-users who read newspapers or magazines, watch TV, or do nothing.

• 문화기술의 융합
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• 제8권4호
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• pp.445-455
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• 2022

금융 서비스에서 적극적으로 활용되고 있는 챗봇은 대화 오류와 기계적인 답변으로 사용자 경험을 저해하고 있다. 이 연구는 의인화된 챗봇의 자기노출과 감정표현이 금융 서비스에서 대화 오류 시 사용자 경험에 미치는 효과를 살펴보았다. 일상적인 금융 서비스 문의 상황에서 자기노출 유형(긍정적 vs. 부정적)과 감정표현 수준(높은 수준의 자신감 vs. 낮은 수준의 자신감)별로 시나리오를 구성해 온라인 실험을 진행하였고, 신뢰, 곤혹도, 서비스 회복만족, 지속 사용의도를 측정하였다. 실험 결과, 의인화된 챗봇의 자기노출과 감정표현에서 신뢰, 곤혹도, 서비스 회복만족, 지속 사용의도에 대해 각각 주효과가 나타났고 신뢰와 곤혹도에서 상호작용 효과가 나타났다. 결론적으로 의인화된 챗봇이 긍정적 자기노출과 자신감 있는 감정표현을 할 때 상대적으로 신뢰가 높아지고 곤혹도가 낮아지는 것을 확인하였다.