• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Review of KIISC
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• v.25 no.4
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• pp.57-62
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• 2015

최근의 정보보호 관련 사고를 살펴보면 기업 내부자로 인한 개인정보의 유출과 같이 특별한 기술 없이 이루어지는 인간 중심의 정보보호가 이슈화되고 있다. 그만큼 점점 사회공학적인 위협이 증가하고 있는 추세이며, 그 위험성이 사회 전반적으로 인식되어가고 있다. 본 지를 통해 사회공학의 의미에 대해 되짚어보고, 사회공학 라이프 사이클과 최근의 사회공학 공격 기법에 대해 분석한다. 또한 일반적 사회공학 의미인 인간 상호 작용의 깊은 신뢰를 바탕으로 사람들을 속여서 보안 절차를 우회하는 등의 기존 개념에 더하여 유사한 사례를 바탕으로 인간의 대표적 감정 상태(두려움, 슬픔, 기쁨)를 이용한 사회공학 기법에 대해 논한다.

• Journal of the Institute of Electronics Engineers of Korea CI
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• v.47 no.1
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• pp.116-122
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• 2010

As the importance of HCI(Human-Computer Interface) caused by dramatically developed computer technology is getting high, the requirement for the design of human friendly systems is also getting high. First of all, the personality and Emotional factor should be considered for implementing more human friendly systems. Many studies on Knowledge, Emotion and personality have been made, but the combined methods connecting these three factors is not so many investigated yet. It is known that memorizing process includes not only knowledge but also the emotion and the emotion state has much effects on the process of reasoning and decision making step. Accordingly, for implementing more human friendly efficient sophisticated intelligent system, the system considering these three factors should be modeled and designed. In this paper, knowledge-emotion reaction model was designed. Five types are defined for representing the personality and emotion reaction mechanism calculating emotion vector based on the extracted Thought threads by Type matching selection was proposed. This system is applied to the virtual memory and its emotional reactions are simulated.

• Korean Journal of Child Studies
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• v.14 no.2
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• pp.137-147
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• 1993

감정이입은 친사회적 행동의 잠재적 동기요인으로서 발달심리학자들 (e.g., Feshbach, 1978 ; Hoffman, 1975)로부터 지대한 관심을 받아왔다. 어려움에 처한 다른 사람에 대해 감정이입적으로 자극된 사람은 상호 체험하는 심적 고통(distress)으로부터 벗어난다는 기대에 의해서, 또는 지원적 행위 후에 대리체험할 수 있는 긍정적인 감정에 대한 기대에 의해서, 그 사람을 지원하도록 동기유발 되어질 수 있다(Barnett & Thompson, 1985; Hoffman, 1975). 감정이입과 친사회적 행동 사이의 긍정적 관계에 대한 충분한 이론적 근거에도 불구하고, 그 관련성을 실증하는데 실패한 많은 연구들에서 나타난 개념적, 방법론적 문제들이 본 논문에서 분석되었다. 성인의 감정이입과 친사회적 행동과의 관계에 대한 연구들은 상당히 일관된 긍정적 결과를 제시해온 반면, 아동들, 특히 어린 유아들을 대상으로 한 경우, 명백하거나 쉽게 해석할 수 있는 패턴의 관련성이 확립되지 못했다. 이러한 종전 연구에서의 문제점은 감정이입에 대한 개념적 논쟁 및 측정방법의 어려움에 기인할 수 있다. 감정이입과 친사회적 행동 사이의 실험적인 관련성의 강도는 이 변인들을 측정하기 위해 사용된 방법들의 특성과 제한성에 다분히 의존하는 것으로 보인다. 친사회적 반응에 영향을 미치는 것으로 가정되어지는 다양한 상황적, 동기적 요소들을 감안하여, 유아의 감정이입 능력이 구체적인 사회적 상황에서 작용되는 과정이 보다 면밀하게 연구되어져야 한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2014.11a
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• pp.1195-1198
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• 2014

이 논문은 실시간으로 취득되는 뇌파를 기반으로 자동으로 음악을 추천하는 음악추천 기능의 시스템인 MyMusicShuffler 를 소개한다. 이 시스템은 뇌파 분석을 통한 사용자의 감성을 자동으로 분류하는 방식으로 멀티태스킹 환경에 익숙한 사용자들의 음악 청취를 위한 소모적인 상호작용을 없애는 새로운 방식의 인터페이스 환경을 실험하였다. 뇌파의 분석을 통하여 실시간으로 사용자의 감성 관련 반응을 반영하여 음악을 선택하여 제공하는 시스템이다. 이 논문은 개인의 감성적 반응에 의하여 상호작용하는 음악 추천 서비스인 MyMusicShuffler 시스템의 구현 내용을 설명할 것이다.

• The Journal of the Korea institute of electronic communication sciences
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• v.14 no.6
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• pp.1171-1180
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• 2019

Emotion is a psycho-physiological process that plays an important role in human interactions. Affective computing is centered on the development of human-aware artificial intelligence that can understand and regulate emotions. This field of study is also critical as mental diseases such as depression, autism, attention deficit hyperactivity disorder, and game addiction are associated with emotion. Despite the efforts in emotions recognition and emotion detection from nonstationary, detecting emotions from abnormal EEG signals requires sophisticated learning algorithms because they require a high level of abstraction. In this paper, we investigated LSTM hyperparameters for an optimal emotion EEG classification. Results of several experiments are hereby presented. From the results, optimal LSTM hyperparameter configuration was achieved.

• Management & Information Systems Review
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• v.34 no.3
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• pp.231-250
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• 2015

This study is about the effect of interaction and flow of consumers within the company SNS on the consumers' affection. Verification took place through empirical analysis based on the theoretical background. The following is the summary of the research results generated based on the research results. First, correlation between aspect of the motivation for the use of contents and interactivity is as follows. Mutual sense of solidarity (Hypothesis 1-1), influence (Hypothesis 1-2), connectivity (Hypothesis 1-3) and reactivity (Hypothesis 1-4) exerted positive(+) on the interaction. Second, correlation between aspect of the motivation for the use of contents and flow is as follows. Mutual sense of solidarity (Hypothesis 2-1), influence (Hypothesis 2-2) and connectivity (Hypothesis 2-3) exerted positive(+) effect on immersion. Meanwhile, reactivity (Hypothesis 1-4) was not statistically significant when it comes to flow. Third, interaction between contents characteristics and interaction exerted positive(+) positive on the interactivity of entertainingness (Hypothesis 3-1) and informativity (Hypothesis 3-2). Fourth, correlation between contents characteristics and flow was examined, which demonstrated that only informativity (Hypothesis 4-2) exerted positive(+) effect on the immersion. Meanwhile, entertainingness was not statistically significant when it comes to the immersion. Lastly, correlation between interaction, flow and affection is as follows. Correlation between interactivity and flow(Hypothesis 5) was not statistically significant while interactivity(Hypothesis 6) and Flow(Hypothesis 7) exerted positive(+) effect on the affection. This study presents diverse implications and significances to the working level people who use the company SNS based on these results.

• The Journal of the Korea Contents Association
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• v.10 no.10
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• pp.318-325
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• 2010

This study is to examine loyalty building model which reflected differentiated traits of professional service to establish strong loyalty for gaining competitive edge. Professional service is where consumer can not easily predict the result of service as well as other common traits. It also has trait that is difficult to evaluate service satisfaction and quality even after using the service because knowledge imbalance between service provider and user is great. Therefore, in professional service, satisfaction and emotion that consumer perceives in the service use process will play critical role in loyalty formation. As a result, the model of this study divided dimension into responsiveness satisfaction which is satisfaction dimension of professional service use process, interaction satisfaction, technical satisfaction and structurally examined the relationship between emotional commitment and cognitive commitment and the relationship between dimension of commitment and loyalty. The analysis result show that dimension of satisfaction which perceived in professional service use process increases both emotional commitment and cognitive commitment and these commitments effect to loyalty formation.

• Journal of Digital Convergence
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• v.12 no.6
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• pp.161-170
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• 2014

This study was conducted to see the effects of emotional labor as a job attitude on organizational citizenship behavior, and to verify the effects of adjusting empathy as an alleviating mechanism for such relationship in order to provide suggestions on finding ways to relieve hospital workers of emotional labor. Research was conducted on 347 nurses from medical institutions above hospital level in Chungcheongnamdo/bukdo and Daejeon-si. Summary of this research is as follows. First, deep acting of emotional labor was revealed to have a positive (+) effect on organizational citizenship behavior, and surface acting had a negative (-) effect. Second, empathy had a significant effect on organizational citizenship behavior and interaction between deep acting and empathy had a significant positive (+) effect on organizational citizenship behavior, but it was revealed that interaction between surface acting and empathy had no significant effect on organizational citizenship behavior.

• The Journal of the Korea Contents Association
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• v.13 no.1
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• pp.354-365
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• 2013

Service marketing is the important part in relationship marketing researches because it can make not only a functional aspect, but a social connection with customers as well through the interactive process in service encounters. Therefore, we have to examine whether or not customers' strong emotional bonds which can be created by the interaction in service encounters have influences on the variables related to relationship marketing in service. As results, social rapport and friendship as customers' strong emotional bonds were stimulated by a relational antecedent(communication), and eventually could effect on customer loyalty as a relational outcome positively. It means that customers' strong emotional bonds are critical components to lead relational outcomes in relationship marketing of service. Also, It suggests that customers' strong emotional bonds should be considered in the process from the relational efforts to relational outcomes.