• The Journal of the Korea Contents Association
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• v.16 no.1
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• pp.541-557
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• 2016

The purpose of this study is to identifies services characteristics such as service customization, service ability, service empathy impacts on trust, affective commitment and calculative commitment, and explains causal role of affective commitment and calculative commitment by verifies relationships between trust and affective commitment and calculative commitment and customer loyalty in dental service setting. Analysis of structural equation modeling with SPSS 20.0 and AMOS 16.0 were performed to test the research hypothesis. The result of the study as follows: First, it was found that service customization had effect on affective commitment, and service ability had influence on trust, and service empathy impacts on both trust and affective commitment, but calculative commitment was not found to significant path coefficients in relationships with service characteristics. Second, trust had effects on calculative commitment, but not affective commitment. Third, affective commitment and calculative commitment positively had influence on customer loyalty. Therefore, Dental service providers should be increase user confidence by showing empathy and the ability to service. Customer who had formed trust is to build customer loyalty by inducing loyalty directly or by presents a variety of benefits indirectly. The high emotional attachment customer will have to present a suitable marketing strategies to build strong customer loyalty.

• Science of Emotion and Sensibility
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• v.14 no.1
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• pp.27-38
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• 2011

This study was aimed to investigate the effects of restaurant in-store color and music congruency on consumer's emotional responses and behavioral intentions. The web survey was conducted among 400 customers(aged from 20~39 years old) who lived in Seoul and Kyunggi, Incheon Province. To find ensemble effect of color and music, 3D studio MAX were used to make high-stimulus(exciting) and low-stimulus(calm) and 3D virtual reality restaurant simulation stimulus were applied. The statistical data analyses were performed using SPSS/WIN 18.0 and reliability analysis, factor analysis, regression analysis were used. Based on the result of the conducting factor analysis, emotional responses were classified into 2 factors: positive emotion and negative emotion. Satisfaction was classified into 1 factor: satisfaction. Loyalty was classified into 1 factor: loyalty. Cronbach's alpha was calculated for the reliability of the survey instrument. Consequently, restaurant in-store color and music congruency were shown to affect positive emotion and negative emotion. Positive emotion and negative emotion were shown to affect satisfaction. Satisfaction were shown to affect loyalty. Music congruency had a higher effect on positive emotion than color congruency. Color congruency had a higher effect on negative emotion than music congruency. The results of this study will serve as a basis of color and music congruency with restaurant atmospherics.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.339-351
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• 2016

Current study conducted to verify the impact of emotional labor by Rapport on job burnout and organizational satisfaction from five-star hotel chefs located in Seoul. Survey distributed to employees who are working for department of foodservice from ten five-star hotels, and total 257 respondents were employed for data analysis. The Rapport was tested by using two sub-variables: enjoy relationship and personal bond, the emotional labor were measured by three sub-dimensions: surface behavior, emotional behavior, and inner behavior. Results found that enjoy relationships and personal bonds have significant influence on surface behavior, but the rapport have not significant impact on emotional behavior. In addition, only personal bond of rapport has significant influence on personal bon in present study. Furthermore, all elements of emotional behavior except surface behavior were significant predictors of job burnout, and organizational satisfaction. Hence, this study contributed to provide various practical implication as well as theoretical implications to managers or organizers of five-star hotels especially for foodservice employees.

• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.422-445
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• 2016

Almost all research on emotional labor has focused on how services workers use emotional labor. However, this study examined that leaders' emotional labor influence follower's outcomes. Especially, this study tested how the leader emotional labor influence followers' work engagement and mediating role of PsyCap between leader emotional labor and followers' work engagement. In addition, this study investigated the quality of LMX as moderator the relationship between leader emotional labor and followers' work engagement. The SPSS 24.0 and AMOS 24.0 was used in this study. The results collected from 469 employees in domestic large Telecom and their related companies revealed that leader emotional labor positively influence followers' work engagement and PsyCap. Especially, leader deep acting and surface acting positively influence followers' work engagement, but not display of genuine emotion, and leader deep acting only positively influence followers' PsyCap. Furthermore, followers' PsyCap partially mediated the relationship between leader emotional labor and followers' work engagement. Finally, the quality of LMX as moderator in link between leader emotional labor and followers' work engagement showed when followers in high-quality LMX. Implication and suggestion for future study are discussed.

• Korean journal of communication and information
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• v.75
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• pp.43-79
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• 2016

An increase in the number of immigrants to Korea since the late 1980s' has signified the proliferation of globalization and global capitalism. In Korea, most married immigrants are women, as the culture emphasizes patrilineage and the stability of the institution of marriage, particularly in rural areas. Immigrant women have experienced dual ordeals. The Aogra Internet community in Korea has been one of the most representative sites that has shown the power of communities in cyberspace since 2002, leading the discussion of social issues and deliberative democracy both online and offline. This paper analyzed Koreans' writings (such as long comments) on immigrant women in the Agora community. The analysis revealed the following results: first, immigrant women were referred to using terms related to prostitution, with excessive expression of disgust, which is called a "narrative of identity." Second, anti-multiculturalists called Korean men victims of married immigrant women and expressed hatred toward immigrant women, which is called a "narrative of sacrifice." Third, anti-multiculturalists justified their emotions as just resentment based on ideas of justice, equality, and patriotism, concealing the emotion of disgust, which is called the "narrative of justice, equality." Fourth, antimulticulturalists played roles to spread the emotion of disgust, by repeatedly referring to international marriage fraud and immigrant workers' crimes, which is called "narrative of crime." Fifth, some positive writings on immigrant women were based on empathy(a concept defined in this context by Martha Nussbaum), but they can be analyzed as narratives encouraging cultural integration through the perspective of orientalism. Therefore, comments on immigrant women in the Agora represent a "catch-22" dilemma. To deal with conflicts arising from disgust and violations of human rights, civic education focusing on humanism is needed in this multicultural era.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.127-139
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• 2019

The purpose of this study is to analyze the effects of emotional labor on job stress using emotional dissonance as a mediator. Emotional labor is classified into the deep acting and the surface acting, and job stress is classified into sub - variables of the lack of reward and the relationship conflict. We conducted an empirical analysis of 400 questionnaires collected mainly from actors living in Seoul and Gyeonggi provinces. The results of the analysis using SPSS v22.0 and Process macro v3.0 showed that only the surface acting had a significant effect on the lack of reward, and both the deep acting and the surface acting had significant effects on relationship conflict. Second, only the surface acting had a significant effect on emotional dissonance. Third, it has been shown that emotional dissonance has a significant positive effect on both the lack of reward and the relationship conflict. Fourth, the indirect effect of the surface acting on the job stress through mediating emotional dissonance was significant. Subsequent studies will likely require studies to find other mediators other than emotional dissonance or to analyze moderated mediation effect by introducing moderators.

• The Journal of the Korea Contents Association
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• v.19 no.3
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• pp.31-47
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• 2019

This study analyzes the emotional labor experiences of 8 social workers in social welfare facilities and public institutions by thematic analysis method with interveiws with them. Six categories and Twenty two themes concerning the emotional labor experience were derived from the analysis. Six categories are as follows: 'work life as a target for anger', 'unsafe workplace', 'emotional labor that ruins life', 'overcoming hurt emotion', and 'living with emotional labor'. Social workers are constantly required to perform emotional labor providing services to clients in the field of practice, and they also suffer verbal abuse from clients. Social workers feel the pressure of work in the environment that does not tolerate mistakes and they must keep their safety on their own. In these cases, emotional labor has effects on the physical and mental health of workers. The problem of emotional labor is difficult to solve and there might not be no choice but to endure. This study suggests practical and policy measures for social workers based on the results of the analysis. Policy suggestions are as follows: safety assurance for social workers, establishment of base facilities for employee support, human rights education for employees, preparation of super vision system, and the provision of a mental health care system.

• Korean Journal of Occupational Therapy
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• v.26 no.4
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• pp.1-11
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• 2018

Objective : This study was conducted to determine the emotional labor of occupational therapists and the level of their feelings of depression and to examine the impact of their emotional labor on their depressive mood. Methods : Subjects of this study were clinical occupational therapists working at hospitals and clinics in Seoul and Gyeonggi regions. The factors of emotional labor were set as independent variables, the general characteristic variable and job characteristic variable which showed significant results in the chi-square test was set as the adjusted variable and whether the depression happens or not was set as the dependent variable, after which a multivariate logistic regression analysis was conducted. Results : Components of emotional labor, including frequency of emotional display(OR 1.699, 95% CI 1.202-2.401), attentiveness to required display rules(OR 1.436, 95% CI 1.070-1.982), and emotional dissonance(OR 1.866, 95% CI 1.336-2.607) all had a significant effect on depression. The possibility of depression was significantly higher in women than men(OR 5.736, 95% CI 1.746-18.846), those working for more than 8 hours per day than less than 8 hours per day(OR 8.609, 95% CI 2.306-32.137), and those working with children than those working with adults(OR 4.249, 95% CI 1.668-10.824). Conclusion : This study revealed that the emotional labor that occupational therapists are exposed to while interacting with patients and their caregivers exerts an influence on their feelings of depression. This suggests the need for developing various preventive intervention programs designed to alleviate the depressive symptoms of occupational therapists and formulating appropriate policies.

• Journal of Korea Entertainment Industry Association
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• v.14 no.8
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• pp.381-390
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• 2020

This purpose of study was to influence of fitness club leader's emotional labor on job involvement and occupation performance. This study aims at providing fundamental data and information on fitness club leader's emotional labor. The survey was done through 250 copies and excluding 23 copies ran an analysis on the remaining 227(90.8%) copies. After question investigating the data which is collected used IBM SPSS statistics 21 and IBM AMOS 21 program, frequency analysis, Exploratory factor analysis and confirmatory factor analysis, convergent validity, discriminant validity, Cronbach's α, correlation analysis, path analysis through Structural Equation Model(SEM). The result of this study were as follows. First, fitness club leader's emotional labor showed (-) effects on job involvement. Second, fitness club leader's emotional labor showed (-) effect on occupation performance. Third, job involvement showed (+) effects on occupation performance. Fitness instructors have severe emotional labor. Therefore fitness instructors manage their emotional labor. This can increase job commitment and job performance. For teeth manager need to increase support options from fitness instructors.

• Smart Media Journal
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• v.13 no.3
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• pp.9-17
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• 2024

Due to the recent pandemic and the development of ICT technology, the use of non-face-to-face and unmanned systems is expanding, and it is very important to understand emotions in communication in non-face-to-face situations. As emotion recognition methods for various facial expressions are required to understand emotions, artificial intelligence-based research is being conducted to improve facial expression emotion recognition in image data. However, existing research on facial expression emotion recognition requires high computing power and a lot of learning time because it utilizes a large amount of data to improve accuracy. To improve these limitations, this paper proposes a method of recognizing facial expressions using age and gender, which are image meta information, as a method of recognizing facial expressions with even a small amount of data. For facial expression emotion recognition, a face was detected using the Yolo Face model from the original image data, and age and gender were classified through the VGG model based on image meta information, and then seven emotions were recognized using the EfficientNet model. The accuracy of the proposed data classification learning model was higher as a result of comparing the meta-information-based data classification model with the model trained with all data.