• The Journal of the Korea Contents Association
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• v.9 no.5
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• pp.284-292
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• 2009

A considerable amount of theoretical and empirical research has been done on the conceptualization of emotional labor, as well as its antecedents and consequences. The field, however, is lacking consistency respect to theory building and empirical findings, which suggests the need for more programmatic research. The main objective of this study is to build on prior research and further examine the theory, antecedents and consequences(service delivery level) of emotional labor, and to find out the relationship. In the results of empirical research, I found that two antecedent variables, job-related characters and display rules, influenced significantly employee perceived emotional labor. And both surface acting and deep acting have been found to have a influence on employees' service deliverly level, deep acting is more likely than surface acting to lead to service attitude of travel service provider. In business practices, more attention is needed in organizations' incentive programme and training considerations in jobs that have high demands. Despite these results, current studdy has its limitations. So, it may be interesting to further examine the relationship between emotional labor and control variables.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.64-76
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• 2010

This research presented research objective on service recovery equity and related scientific purpose and a practical view based on actual problems and needs of hotel restaurant service management, deriving following research results. First, through considering previous research related to service recovery equity, theoretical system on segmentation of customer appraisal through business situation variables and recovery equity are presented. Second, in the enlarged meaning of existing recovery equity and related previous research, relationship was examined closely through an analysis of new causal relationship on recovery equity and research on relationship between recovery equity and customer appraisal. Third, the effect of service recovery equity affecting consequences on satisfaction and the intention of action were analyzed through customer appraisal and examined the relationship between service recovery equity and customer attitude. In this research, implications on future scientific and practical views based on the results are as follows. Not only the necessity of further research on the general service industry but also research on customer appraisal systems were suggested by offering parameters segmented from service recovery through customer satisfaction and intention of action for customer appraisal.

• Journal of dental hygiene science
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• v.10 no.6
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• pp.431-438
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• 2010

This study was designed to identify the relationship between emotional labor and reaction factor(job satisfaction, fatigue), buffer factor(social support) among dental hygienist. The number of respondents was 50 who work in dental clinic and period of investigation was march 2010 through April 2010. A structured questionnaire was employed to evaluate the level of participants' sociodemographics, job-related factors, health-related behaviors, emotional labor and self-perceived fatigue, job satisfaction, social support. While the mean values of emotional labor were higher than thosewho work in hospital and lower than those who work in service employees. These results suggest that emotional labor was related to an increase in fatigue and strong correlation between involuntary emotional expression, self-perceived fatigue, job satisfaction, social support in dental hygienist. Multiple regression analysis has found that social support and no. of personnel were main factors that influence to the level of emotional labor in dental hygienist. The results of this study suggest that emotional labor was a determinant predictor of self perceived fatigue. Thus, a management program for emotional labor is strongly recommended for promotion of quality of life in dental hygienist and to improve dental service and competitiveness.

• The Journal of the Korea Contents Association
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• v.9 no.10
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• pp.292-304
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• 2009

This paper is to identify how merchandise quality, store environment, personnel service, sales promotion, store amenities and supporting service which is considered to store image components influence on satisfaction and loyalty and examine the role of satisfaction in explaining relationships between store image and loyalty. The results of the study are as follows: (1) each components of store image influence on cognitive satisfaction or emotionally based satisfaction or loyalty. (2) merchandise quality and store amenities have influence on cognitive satisfaction and emotionally based satisfaction is affected by personnel service and supporting service, but store environment has directly influence on loyalty. (3) store image components that is concerned with service in the store e.g. personnel service, supporting service build customer loyalty by mediating emotionally based satisfaction. In order to build strong customer loyalty, marketer have to formed through store image components that is much stronger on loyalty.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.3
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• pp.476-484
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• 2021

In this study, we analyze the relationships between long-term care workers' person-centeredness and job satisfaction, emotional labor, and service quality. Self-administered questionnaires were used to collect data from 460 long-term care workers in long-term care facilities. In the research model, person-centered care was verified using independent variables, with emotional labor (surface behavior, internal behavior) and job satisfaction applied as parameters, and service quality applied as a dependent variable. The results of this study are as follows. First, the fit of the model is good. Second, the implicit behavior of emotional labor is found to be an important factor affecting service quality. Also, emotional labor is an important mediator, improving the value of person-centered care and service quality. There is a positive correlation between internal behavior and service quality, and a negative correlation between surface behavior and service quality. Third, emotional labor (surface behavior, internal behavior) is the most influential variable in terms of service quality. The results of this study demonstrate the necessity to pay clinical and academic attention to person-centered care in terms of long-term care workers' emotional labor and service quality.

• Journal of the Health Care and Life Science
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• v.10 no.2
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• pp.285-293
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• 2022

This study is to confirm the effects of COVID-19 stress and patient-related social stress (unreasonable demand, aggression) on emotional exhaustion and patient-friendly orientation. In addition, it is to confirm the role of moderating variables in the relationship between the meaning of work of health care providers and patient-related stress caused by COVID-19 and emotional exhaustion. Data were collected through an online survey targeting health care service providers, and the final 219 copies were used for analysis. As a result of the analysis, it was confirmed that corona stress is a factor that increases emotional burnout for health care providers. In the case of patient-related stress, it was confirmed that the patient's unreasonable demands increased emotional exhaustion, but aggression did not show statistically significant results. These research results can provide not only theoretical implications for health care service quality improvement, but also managerial implications for preparing plans for internal employee management.

• Journal of the Korea Society of Computer and Information
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• v.26 no.3
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• pp.147-154
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• 2021

The purpose of this study is to analyze the impact about emotional labor of sales service workers. Collected data were statistically processed by PASW 18.0 program using reliability, frequency analysis, T-test, one-way ANOVA, correlation and multiple regression analysis. The results were as follows. First, it was found that the sales service workers had higher deep acting than the surface acting of emotional labor. Second, it was found that altruism differed according to working period, conscientiousness according to gender, and work-family conflict according to age, marital status, and average customer response time per day. Third, the higher the surface acting of emotional labor, the higher the altruism. And the higher the deep acting, the less job burnout and work-family conflict decreased, and the altruism and conscientiousness increased. Fourth, as a result of analyzing the relative influence of variables related to emotional labor, the variable that has the greatest influence was the deep acting of emotional labor.

• Journal of Software Assessment and Valuation
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• v.17 no.1
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• pp.11-16
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• 2021

The importance of software is increasing due to the development of information and communication, and software copyright disputes are also increasing. In this paper, the source of the submitted programs and the files necessary for the execution of the program were taken as the scope of analysis. The large-capacity file transfer solution program to be analyzed provides additional functions such as confidentiality, integrity, user authentication, and non-repudiation functions through digital signature and encryption of data.In this paper, we analyze the program A, program B, and the program C. In order to calculate the program similarity rate, the following contents are analyzed. Analyze the similarity of the package structure, package name, source file name in each package, variable name in source file, function name, function implementation source code, and product environment variable information. It also calculates the overall similarity rate of the program. In order to check the degree of agreement between the package structure and the package name, the similarity was determined by comparing the folder structure. It also analyzes the extent to which the package structure and package name match and the extent to which the source file (class) name within each package matches.

• Journal of Internet of Things and Convergence
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• v.8 no.6
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• pp.35-47
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• 2022

This study aims to identify the degree of job stress related to COVID-19, emotional labor, empowerment, and retention intention of nurses in hospitals dedicated to infectious diseases, and confirmed the effect of job stress related to COVID-19, emotional labor, and empowerment on retention intention. The data collection of this study was conducted from August 27, 2021 to September 17, 2021 through a structured questionnaire targeting 162 nurses at an infectious disease hospital in S city. The data were analyzed analyzed using frequency and percentage, mean and standard deviation, t-test, ANOVA, Pearson's Correlation Coefficient, and multiple linear regression using SPSS/WIN 25.0. As a result of analyzing differences according to general characteristics, retention intention showed a significant difference according to work department and work satisfaction. And as a result of analyzing the correlation between retention intention and COVID-19 related job stress, emotional labor, and empowerment, it showed a significant negative correlation (r=-0.215, p=0.006) with job stress related to COVID-19 and a significant positive correlation (r=0.343, p<0.001) with empowerment. As a result of multiple linear regression analysis, job satisfaction, job stress related to COVID-19, and empowerment were identified as significant variables affecting retention intention (F=23.751, p<0.001), and the explanatory power was 30.0%. Through the above results, we intend to provide basic data for strategic development for efficient nursing manpower management.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.7
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• pp.4318-4328
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• 2014

This study examined the relationship between the emotional labor, job stress and eating attitudes among clinical nurses. The data was collected from 434 clinical nurses in G city, from February 21 to March 31, 2013 and analyzed using the SPSS 17.0 program. The mean levels of the clinical nurse's emotional labor, job stress and eating attitudes were 3.53, 3.81 and 2.27, respectively. The emotional labor showed a significant positive correlation between job stress (r= .570, p=<.001) and eating attitudes (r= .114, p<.05). In addition, the factors affecting the eating attitude were BMI (${\beta}$=262, p<.001), weight loss exercise (${\beta}$=.203, p<.001), internal medicine (${\beta}$=178, p<.001), surgery (${\beta}$ =.102, p=.043), and emotional labor (${\beta}$=106, p=0.49). These variables accounted for 16.8% of the variance in eating attitudes among clinical nurses. Therefore, working with differentiated departmental programs will be required to improve the eating attitudes and the BMI.