• Journal of Korea Multimedia Society
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• v.19 no.8
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• pp.1574-1586
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• 2016

The aims of this research is to build Customer Delight index contents model for measuring the influential factors - Customer Delight and identify the relationship among Customer Delight, Customer Satisfaction and Customer Loyalty. Customer Delight hypothesis model was proposed by Catering Service Industry of Starbucks and validate the final questionnaire; 7 point Likert scale was used in the questionnaire, Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) are used to analyze the reliability. And path analysis was used to evaluating the final hypothesis model. The results of this research was that the customer Self-involvement can lead to high awakening level and it also bring positive emotion to the customer. Awakening Level and positive emotion were the key factors for the Customer Delight. Instead of customer expectation, Customer Delight is based on customer awakening level and positive emotion which is different from Customer Satisfaction model. It is clearly to see the discrepancies between Customer Delight and Customer Satisfaction.

• Journal of The Korean Society of Integrative Medicine
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• v.4 no.1
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• pp.65-72
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• 2016

Purpose : This study was carried out to find out the relationship between emotion intelligence, learning flow and career stress of nursing students and influence factors for career stress. Methods : This study targeted 197 university students in their freshman-senior year attending College of Nursing located in P Metropolitan City. For collected data, real numbers and percentage, mean and standard deviation and multiple regression analysis were carried out by using PASW 21.0 program and the correlation between emotion intelligence, learning flow and career stress was analyzed with Pearson's correlation coefficients. Results : Emotional self-awareness(M=3.80, SD =.71), clear goals(M=3.39, SD=.90) and school environment stress(M=2.97, SD=.96) were found to be high in the degree of emotion intelligence, learning flow and career stress of the subjects. The relationship between emotion intelligence and learning flow showed a positive correlation(r=.489, p<.01) in the correlation between emotion intelligence, learning flow, career stress and emotion intelligence showed a negative correlation with career stress(r=-.204, p<.01). Emotion intelligence and learning flow show that career stress is predicted significantly (${\beta}$ =-.15, p < .01) and explained a career stress variate as 18%(F = 24.5, p < .01). Conclusion : Emotion intelligence of nursing students was found to be very influential on the degree of learning flow or career stress. Based on the results of this study, replication studies on emotion intelligence and career stress are needed and the development of intervention programs to increase emotion intelligence is needed.

• The Journal of the Korea Contents Association
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• v.12 no.1
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• pp.103-111
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• 2012

This paper is a basic study for making a system that can predict the success and failure of entertainment contents at the initial stage of production. It proposes the user's emotion modeling of dynamic narrative on entertainment contents. To make this possible, 1) dynamic narrative emotion model is proposed based on theoretical research of narrative structure and cognitive emotion model. 2) configuring the emotion types and emotion value, proposed model of three emotion parameter(desire, expectation, emotion type) are derived. 3)To measure user's emotion in each story event of dynamic narrative, cognitive behavior and description of user(film, game) is established. The earlier studies on the user research of conceptual, analytic approach is aimed of predicting on review of the media and user's attitude, and consequently these results is delineated purely descriptive. In contrast, this paper is proposed the method of user's emotion modeling on dynamic narrative. It would be able to contributed to the emotional evaluation of entertainment contents using specific information.

• Journal of Korea Entertainment Industry Association
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• v.13 no.1
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• pp.35-46
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• 2019

In this study, we conducted an empirical analysis to examine the effects of corporate cultural marketing activities on customer satisfaction and customer citizenship behavior through positive emotion variables. For this study, we conducted a survey on customers who have experienced cultural marketing activities of companies. The results are as follows. First, among the four factors of culture marketing activities, 'sponsorship','synthesis','style', and other factors excluding 'sales' factors influenced positive emotion. Second, positive emotion have a positive effect on customer satisfaction with products and services. Third, positive emotion affect voluntary customer citizenship behavior. As a result, it can be seen that the marketing activities of companies practicing cultural activities, differentiation of products and services based on culture, and formation of corporate culture emphasizing culture lead to positive emotion of customer. In addition, positive emotion are likely to lead to customer satisfaction with products and services, and furthermore, in order to create common value, it is sometimes possible to lead to customer citizenship behavior that voluntarily perform the same role as the company's spokesperson have. Based on the results of this study, it is necessary for domestic stakeholder to engage in innovative perspectives and ongoing activities based on the essential concepts of cultural marketing to secure customer and build competitive advantage.

• Journal of Distribution Science
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• v.10 no.10
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• pp.17-24
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• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.5 no.4
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• pp.415-426
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• 2015

This study is intended to learn about the factors appearing in parenting stress and the copying strategies by targeting marriage immigrant women who are raising middle and high school student. To this end, in-depth interviews were conducted on seven participants of Marriage Migrant Women who are living in Seoul and Gyeongi area. Generally to say, first of results showed that the personal factors, family factors, social factors and enculturative factors were found out as the factors of parenting stress of them. Secondly, problem-centered and emotion-focused coping strategies for the factors of stress were the main ways. Specifically, as the individual factors, the self-efficiency was coped with problem-focused ways and the parenting roles were coped with emotion-focused ways. As the family factors, child's activity and sociality impact their school adjustment and their mother's parenting stress and, various copying strategies were used depending on the different situation. For the social factors, looking for family supporting as the active problem-focused coping ways were used in husband's family and looking for emotional comfort as the emotion-focused coping ways were used in parents' home. In the case of enculturative factors, the emotion-focused coping strategies were used for the Public gaze and the prejudice around them that caused overwhelming sense of helplessness.

• Journal of Korean society of Dental Hygiene
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• v.24 no.2
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• pp.187-195
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• 2024

Objectives: This study aimed to explore ways to improve the level of positive psychological capital of dental hygiene students. After comparing the levels of positive psychological capital, social support, and emotional regulation ability of dental hygiene students and identifying correlations, the sub-factors of social support and emotional regulation ability that affect positive psychological capital were identified. Methods: A survey of 70 questions was conducted targeting 310 dental hygiene students in Gyeonggi-do and Chungcheong-do. The results were subjected to exploratory factor analysis, frequency analysis, t-test, one-way ANOVA, correlation analysis, and multiple regression analysis using the PASW statistics 18.0 program. Results: The level of positive psychological capital was high when students had high grades and perceived positive relationships with professors and peers (p<0.001). Factors highly correlated with positive psychological capital include 'self-emotional regulation ability' among 'emotion regulation abilities' (r=0.665, p<0.001), and 'emotional support related to daily life' recognized 'social support' (r=0.635, p<0.001), followed by 'social support' (r=0.602, p<0.001). Factors affecting positive psychological capital include 'self-emotion recognized ability' (β=0.377, p<0.001), 'quality of professor relationship' (β=0.201, p<0.001), and 'emotion control ability'. Among 'social support', 'emotional support related to daily life' (β=0.201, p=0.003) and 'grades' (β=0.159, p<0.001), and among 'social support', 'social-related support' (β=0.149, p=0.016), followed by 'grade' (β=0.076, p=0.043) were identified. Conclusions: To improve the positive psychological capital of dental hygiene students, efforts should be made to improve self-emotion regulation ability, professor relationships, emotional support related to daily life, and social support.

• The Korean Journal of Food And Nutrition
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• v.24 no.4
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• pp.670-679
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• 2011

This study investigated the hotel buffet restaurant's service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant's service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant's customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant's service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant's customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer's positive emotion and recommendation intention.

• Korean Journal of Child Studies
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• v.37 no.4
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• pp.117-128
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• 2016

Objective: The purpose of this study was to explore the structural relationships of child negative emotionality, mother rejective parenting, teacher-child conflict, and child emotion regulation on child aggression. Methods: The participants in this study were 3- to 5-year-old kindergarten children, their mothers, and their teachers (all of whom lived in Busan). The data were analyzed using PASW Statistics 18.0 and AMOS 21.0. For data analysis, frequency, Cronbach's alphas, Pearson's correlation coefficients, SEM were used. Results: First, mother rejective parenting had an indirect effect on child aggression through child emotion regulation. Second, teacher-child conflict had a direct effect on child aggression and had an indirect effect on child aggression through child emotion regulation. Third, child negative emotionality had an indirect effect on child aggression through mother rejective parenting and teacher-child conflict and child emotion regulation. Conclusion: These finding suggest the importance of mediating effect of mother rejective parenting, teacher-child conflict and child emotion regulation between child negative emotionality and aggression.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.5
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• pp.753-763
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• 2007

While the cognitive aspects of customer behavior have been a main subject of research, some researchers are now focusing on the emotional aspects. The influence of emotion on attitude and judgement has been accepted by many researchers, and most studies regarding emotion have focused on physical surroundings and emotional responses, based on Mehrabian & Russell's 1974 model. This study aimed to expand the scope of the model by including employee service. Here we examined the structural relationships between the physical surroundings and employee service of upscale restaurants, along with emotional response, and service loyalty. Physical surroundings and employee service were used as single factors, and we composed four different emotional responses: positive, negative, positive arousal, and negative arousal. While physical surroundings had impact on 'positive emotion' and 'positive arousal', Employee service had influence on 'negative emotion', and 'negative arousal' as well as 'positive emotion'. And 'positive emotion' and 'positive arousal' influenced service loyalty. Lastly, there was also a correlation between physical surroundings and employee service.