• 유통과학연구
• /
• 제16권6호
• /
• pp.85-96
• /
• 2018

Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.

• 경영과정보연구
• /
• 제25권
• /
• pp.243-273
• /
• 2008

A new research paradigm is emerging within organizational behavior, in both theory and empiricism, based on the increasing recognition of the importance of emotions to organizational life. This paper suggest that emotion intelligence play a moderate variables in relationship of emotion labor and emotional exhaustion. More specifically, it is proposed that emotional intelligence, the ability to understand and manage emotions in the employee self and others, contribute to effective emotions management in organizations. Four major aspects of emotion labor, appraisal and expression of emotion in oneself, appraisal and recognition of emotion in others, regulation of emotion in oneself and use of emotion to facilitate performance, are described. Also, the emotional intelligence are consists of four aspects, frequency of appropriate emotional display, attentiveness to required displayed rules, variety of emotions to be displayed and emotional dissonance. Then I propose how emotional intelligence contributes to of relations the emotion labor and emotional exhaustion. The purpose of this research is to investigate the impact of emotion labor to employee's emotional exhaustion to explore the moderating effects of the emotional intelligence between the emotion labor and emotional exhaustion. To complete the research the data were collected through a questionnaire from 147 employees from service company. After multi-hierarchical regression analysis, the outcomes of this study are the employee's emotional exhaustion are affected negatively by the three factors: major aspects of emotion labor, regulation of emotion in oneself, use of emotion to facilitate performance, make the moderation effect between emotion labor and emotional intelligence. These results indicate that instilling in others an appreciation of the importance of work activities: encouraging of true expression individual emotions, generating and maintaining well emotional climate and cooperation situations, and managing a meaningful environment for an organizational life.

• Industrial Engineering and Management Systems
• /
• 제11권2호
• /
• pp.142-147
• /
• 2012

Individuals with autistic spectrum disorders (ASD) have difficulty inferring other people's feelings from their facial expressions and/or from situational cues, and therefore, they are less able to respond with prosocial behavior. We developed a computer-based training program to help teach the connection between facial-based or situation-based emotions and prosocial behavioral responses. An 8-year-old male school child with ASD participated in the study. In this program, he was trained to identify persons in need of help and appropriate prosocial responses using novel photo-based scenarios. When he misidentified emotions from photographs of another's face, the program highlighted those parts of the face which effectively communicate emotion. To increase the likelihood that he would learn a generalized repertoire of emotional understanding, multiple examples of emotional expressions and situations were provided. When he misidentified persons expressing a need for help, or failed to identify appropriate helping behaviors, role playing was used to help him appreciate the state of mind of a person in need of help. The results of the training indicated increases in prosocial behaviors during a laboratory task that required collaborative work. His homeroom teacher, using a behavioral rating scale, reported that he now understood another's emotion or situation better than before training. These findings indicate the effects of the training are not limited to the artificial experiment situation, but also carried over to his school life.

• 한국의류학회지
• /
• 제43권3호
• /
• pp.311-326
• /
• 2019

Previous studies on the effect of fashion therapy have been conducted with psychiatric patients; however, this study explores the effects in fashion therapy for women with non-pathological problems. Previous studies did show if the effect of fashion therapy could be maintained continuously; therefore, we intend to examine the existence of the long-term effects of fashion therapy in an empirical manner and provide implications for social and public interest. This study used a qualitative approach to investigate the effects of fashion therapy with the following results. Low self-esteem, negative emotions, and rigid thinking symptoms appeared by numerous stress factors, and various changes were made through fashion therapy. Emotional changes such as positive emotions and feeling of achievement, and psychological changes including self-concept formation, change of sight and self-esteem improvement appeared. Sociological and behavioral changes were also identified. We found the maintained and long term effects of fashion therapy; therefore, study provides academic implications to reconsider the social value of fashion.

• 한국의류산업학회지
• /
• 제17권5호
• /
• pp.770-780
• /
• 2015

This study intended to explore fundamental causes affecting consumers' response actions from psychological factors in the situation of sellout occurring during shopping in online fashion stores. In addition, this study devised a virtual online shop in order to measure consumers' cognitive and emotional psychological responses they experienced when goods were sold out. The subjects involved women in 20s~30s, major customers of online shopping, and the subjects were randomly allocated to one of eight questionnaire forms (2(stockout size: high vs low)${\times}2$(product assortment similarity: similar vs. dissimilar)${\times}2$(restocking cue: included vs excluded)). The number of final data used for the analysis was 336 and through SPSS 21.0 program, two-way ANOVA and bootstrap were utilized. The analysis result was that consumers' psychological responses (emotions, psychological reactance) of online shops differed by means of varying stockout situations. The stockout size had positive effect on psychological reactance and negative emotions. On the other hand, there was no difference in positive emotions (arousal) according to stockout size. In stockout situation of online fashion store, the moderating effect of product assortment similarity and restocking cues were verified. According to the analysis result, interaction effects between stockout size and restocking cues, product stockout size and product assortment for psychological reactance were significant. Lastly, the mediation effect of psychological reactance and emotion between stockout size and behavioral response was tested. As a result, the moderated mediation effects of psychological reactance for substitute were significant when product assortment was dissimilar and restocking cue was exclude.

• Asia Marketing Journal
• /
• 제12권2호
• /
• pp.83-110
• /
• 2010

기업의 서비스 실패로 인해 부정적 경험을 겪은 고객은 무의식적으로 그 원인의 추론을 통해 실망이나 후회의 부정적 감정을 얻게 되는데 이때 고객의 자기조절성향에 따른 감정의 발생은 각기 달리 나타나며, 이때 형성된 부정적 감정들은 서로 다른 고객반응을 일으키게 된다. 이러한 부정적 반응은 기업의 이미지 및 브랜드 가치에도 적지 않은 영향을 미칠 뿐만 아니라 장기적으로는 기업 매출에도 부정적 영향을 미치며 서비스 회복 노력에 따른 추가적 비용도 발생하게 된다. 본 연구는 서비스 영역에서 서비스 실패에 따른 고객의 부정적 감정의 선행요인 및 그 결과변수인 고객반응에 초점을 두고 있다. 즉 서비스 실패 시 자기조절성향(평가지향성과 목표지향성)이 부정적 감정에 미치는 영향과 이때 귀인과정(내적귀인 vs 외적귀인)에 따른 고객의 부정적 감정(후회감과 실망감)의 차이를 살펴보았다. 그리고 이러한 부정적 감정들이 체념과 구전활동이라고 하는 고객 행동반응에 미치는 영향을 실증분석하였다. 분석결과, 자기조절성향에 따른 후회감의 차이는 목표 지향적 성향이 강한 고객보다는 평가지향적 성향이 강한 고객일수록 후회감이 더 크고 반대로 목표지향적 성향이 강한 고객은 실망감이 더 큰 것으로 나타났다. 고객의 부정적 감정들은 귀인과정의 조절적 역할(내적귀인-후회감, 외적귀인-실망감)에 따라 서로 다른 감정이 형성되는 것으로 나타났다. 그리고 후회감과 실망감은 소비자의 서비스 실패 후 행동반응에 상이한 영향을 미치는 것으로 나타났는데 본인의 의사결정에 따른 선택에 대해 후회감을 느낀 고객은 체념적 반응이 높게 나타났으며 반면에 실망감을 느낀 고객은 서비스 제공자나 제3자에 대한 구전행동이 높은 것으로 나타났다.

• 해양환경안전학회지
• /
• 제22권4호
• /
• pp.328-334
• /
• 2016

경찰공무원들의 일상생활은 수많은 범죄행위와 범죄피해 그리고 범죄현장에 직면하는 업무를 담당한다. 이러한 경우 개인의 부정적인 감정이 표현될 수도 있다. 해양경찰 조직 내에서 구성원들의 부정적인 감정은 직장에 대한 기여도와 직무에 대한 성취도 그리고 효과적인 직무처리를 위한 자신감을 향상시켜 준다. 따라서 조직구성원의 감정적 부조화를 통제하는 것은 조직의 발전에도 큰 도움이 된다. 이 연구는 해양경찰공무원의 감정적 부조화가 직무소진에 미치는 영향을 검증하고 감정지능의 매개효과를 검증하는데 집중하였다. 연구결과는 다음과 같다. 첫째, 해양경찰공무원의 감정적 부조화 하위요인과 직무소진의 관계에서 의식적으로 감정표현을 하거나 절제하려고 노력할 때 감정적 부조화를 느끼지 않으며 바람직한 감정표현을 하는 과정에서 감정지능이 감소하는 것을 알 수 있었다. 둘째, 해양경찰공무원의 감정지능은 직무소진에 유의미한 영향을 미치는 것으로 나타났다. 셋째, 해양경찰공무원의 감정적 부조화가 직무소진에 미치는 영향관계에서 감정지능은 통계적으로 유의미한 매개효과가 있는 것을 확인하였다. 결국, 직접효과와 매개효과를 비교한 결과, 해양경찰공무원들은 감정적 부조화가 직무소진을 느끼는 것만큼 감정지능에 의해 직접적으로 직무소진을 경험하는 경향이 나타났다.

• 한국경영과학회지
• /
• 제41권1호
• /
• pp.1-19
• /
• 2016

While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.

• Asian Journal for Public Opinion Research
• /
• 제2권4호
• /
• pp.248-278
• /
• 2015

Despite the proliferation of studies on emotion, little attention has been paid to the effects of discrete emotion on political participation. Using a representative survey conducted on a sample of South Korean citizens in the aftermath of the Sewol ferry accident, the current survey explored how anger and sadness, as well as the ways people express those emotions, influence the orientation of their response in social environments and, ultimately, their voting intention. The results partially supported the discrete effects of sadness and anger in eliciting reactions of approach or avoidance. Anger was found to provoke an approach action tendency in independent voters and supporters of the opposition, while also eliciting an avoidance action tendency with a varying effect size across all three groups of respondents. Sadness also prompted an approach action tendency in independents and supporters of the incumbent party, while it manifested a negative association with the avoidance action tendency in supporters of the opponent party. An interpretation of the findings and proposed directions for future research are presented.

• 한국초등과학교육학회지:초등과학교육
• /
• 제41권3호
• /
• pp.457-467
• /
• 2022

본 연구는 초등학교 3학년 학급에서 학급 운영의 일환으로 식물 관찰 활동을 1년 동안 진행하며 학생들에게 미친 효과가 무엇인지 탐색한 연구이다. 식물 관찰 활동의 효과를 살펴보기 위해 식물 관찰 활동을 시간적인 순서에 따라 기술하며 관찰 유형을 분석하였고, 학생들이 느낀 인식적 정서를 분석하였다. 본 연구의 결론은 다음과 같다. 첫째, 꾸준한 식물 관찰 활동은 학생들의 관찰 유형에 의미 있는 변화를 일으켰다. 둘째, 식물 관찰 활동은 학생들이 긍정적인 정서를 가지고 참여하도록 유도하였다. 즉, 꾸준한 식물 관찰 활동은 학생들이 다양한 감각을 활용하여 관찰하도록 하였고, 흥미를 높이고 호기심을 키우며 재밌게 참여한 후에는 만족을 주는 배움을 이끌어냈다.