• 한국의류학회지
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• 제26권2호
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• pp.216-226
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• 2002

This study attempts to understand how the perception of service quality as well as shopping motives influence on the emotional responses in store shopping, and to examine how these relevant variables influence on the store satisfaction. The 463 questionnaires were collected from the purchasers in department stores, fashion specialty stores, and national brand franchise stores. The results of this study are as fellows: 1. In regard to shopping motives, two dimensions of product motive and experiential motive were identified, explaining 47.39% of shopping motives. 2. In regard to emotional response, two dimensions of pleasure emotion and displeasure emotion were identified, explaining 65.95% of emotional responses. 3. Shopping motives led to the store satisfaction after the perception of service quality and then the experience of pleasure emotion. These related variables explained 60% of the store satisfaction. 4. The consumers of fashion specialty store showed the highest product motive, whereas the consumers of department stores showed the highest displeasure emotion in the store. As the results showed, customers' shopping motives influence their perception of service quality and pleasure emotion. Therefore, in order to stimulate shopping motives, the store environment that can give customers pleasure and opportunity to pursue various experiences should be provided. As the service quality is a very important variable that leads pleasure emotion in the store, sales persons should be trained to satisfy customers.

• 대한간호학회지
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• 제46권3호
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• pp.364-374
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• 2016

Purpose: This study was performed to investigate the relationship among reciprocity, emotional labor, nursing service quality and intent to leave, and to identify factors influencing nursing service quality and intent to leave. Methods: This study was a cross-sectional survey. Participants were 300 nurses working at five general hospitals in two provincial cities in Gyeongsang Province, Korea. From May 1 to June 30, 2014, data were collected using structured questionnaires and analyzed with SPSS/PC ver 20.0 programs. Results: There were relationships between reciprocity and nursing service quality, and intent to leave, and between emotional labor and intent to leave. Participants' general characteristics, reciprocity and emotional labor explained 48.4% of variance in nursing service quality and participants' general characteristics and these two independent variables explained 31.9% of intent to leave. Conclusion: These findings indicate that from the perception of hospital nurses, reciprocity and emotional labor are both very important factors to improve the quality of nursing service and decrease the intent to leave. So nursing managers should try to develop various personnel management programs focused on human emotions, and create a mutual respectable organizational culture and work environment.

• 한국산학기술학회논문지
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• 제17권11호
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• pp.491-506
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• 2016

본 연구는 응급실 간호사의 감정노동이 전문직 삶의 질에 미치는 영향을 확인하고 이들 간의 관계에서 감정부조화의 매개효과를 규명하기 위한 서술적 조사연구이다. 연구대상은 경남, 대구, 경북지역에 소재한 대학병원, 종합병원, 준종합병원 응급실에서 6개월 이상 근무하고 있는 일반간호사와 책임간호사, 수간호사 227명을 대상으로 하였고, 자료수집 기간은 2015년 12월 12일부터 2015년 12월 29일까지 실시하였다. 자료분석방법은 SPSS/WIN 21.0 프로그램을 이용하여 기술통계, t-test, ANOVA, Pearson correlation coefficient, three-step mediated regression analysis를 실시하였다. 대상자의 감정노동은 평균 7점 만점에 4.50점, 공감만족은 평균 50점 만점에 31.62점, 공감피로는 평균 50점 만점에 29.48점, 소진은 평균 50점 만점에 29.27점, 감정부조화는 평균 7점 만점에 5.02점으로 나타났다. 대상자의 감정노동은 공감피로와 소진의 유의한 영향요인이었고, 설명력은 각각 12%와 29%였다. 감정부조화는 감정노동과 공감피로의 관계에서 부분 매개효과, 감정노동과 소진의 관계에서 완전 매개효과를 보였다. 이상의 연구결과를 종합하여 볼 때, 간호사의 전문직 삶의 질을 향상시키기 위해서는 감정노동과 감정부조화를 최소화할 수 있는 전략이 필요함을 알 수 있었다.

• 경영과학
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• 제29권2호
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• pp.105-125
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• 2012

As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient' cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

• 감성과학
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• 제20권1호
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• pp.57-66
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• 2017

다양한 이미지 샘플의 Eye test를 바탕으로 기술적인 화질 지표 조절을 통하여 감성 화질을 최적화 시키는 방법이 소개된다. 여러 가지 이미지 콘텐츠의 다양한 이미지에 대하여, 콘트라스트, 명도, 채도 화질 지표 톤 커브를 사용하여 평가가 수행 되었다. 이미지 화질 향상에 기여하는 우선순위는 명암, 채도 및 밝기 순으로 분석 되었다. 이미지 감성 화질 측정치의 기술적인 화질 지표 변화에 따른 기울기의 공통점을 살펴본 결과, 거의 0, 중간 그리고 최대 기울기의 영역으로 구성된 함수 형태로 모델링을 할 경우, 기존의 역 U 형태의 성질 뿐 아니라 log 또는 포화 형태의 감성 화질 변화까지 분석 가능함을 알 수 있었다. 단일 및 복수의 화질 지표의 경우에 대하여도 화질 개선 방안이 모색되었으며, 기존 및 본 논문에서 분석된 결과를 위한 새로운 함수가 소개 되었다. 복수의 통합적 이미지 화질 지표를 통하여 향상 시킬 경우 오직 몇몇 한정된 지표 제어의 경우에만 실현 가능하다는 것을 알 수 있었다. 또한, 화질 향상 방법은 영상 콘텐츠에 따라 크게 차이가 없음을 알 수 있었다.

• 보건의료산업학회지
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• 제13권2호
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• pp.27-38
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• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

• 한국프랜차이즈경영연구
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• 제6권2호
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• pp.51-66
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• 2015

As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee's better service attitude by decreasing employees' job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees' deep acting to improve the franchisee service quality.

• Asia Marketing Journal
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• 제21권2호
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• pp.21-49
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• 2019

This study examines a model which simultaneously contains two paths between waiting line and purchase intention: one tested the positive effect of waiting line through consumers' perceived quality, whereas another one go through consumers' emotional state to test the negative effect of waiting line on purchase intention. To further understand perceived quality, the study divided perceived quality into perceived product quality and perceived service quality. The study used restaurants in the experiment. Results indicated that although long waits in line will directly increase both consumers' product quality perception and negative emotions, the total indirect effects on purchase intention are still significantly positive. For consumers' perceived service quality, long waiting situations have no such effect on it. Significant results from a moderation analysis also shown that consumers in low-level knowledge settings are more influenced by waiting lines than those in high-level knowledge settings when they make the product's quality-related judgment. However, the level of consumer knowledge does not moderate the relationship between waiting lines and service quality.

• 산경연구논집
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• 제11권10호
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• pp.59-73
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• 2020

Purpose: The ultimate purpose of this work is to investigate gender differences in the relationships between product quality cues and perceived values at a food select shop. Specifically, this study examines the effects of internal and external cues, which are indicators of product quality, on emotional and social values based on gender differences. Research design, data and methodology: In this study, a questionnaire technique was used to collect the data necessary to test the proposed model. 183 data were collected through this technique. PLS SEM (Partial Least Squares Structured Equation Model) was used to test the research model. Results: First, there is no gender difference between intrinsic cue and emotional value. When using male and female data, there was no significant causal relationship between intrinsic cues and emotional values. Second, we found no gender difference between intrinsic cue and social value. When analyzed with female data, there was no significant causal relationship between intrinsic cue and social value. On the other hand, in the case of men, it was found that a weak causal relationship exists. Third, this study found gender difference between extrinsic cue and emotional value. In the case of men, it was found that a weak causal relationship exists, whereas in the case of women, a strong causal relationship exists between extrinsic cue and emotional value. Fourth, we found gender difference between extrinsic cue and social value. In the case of men, there was no causal relationship, whereas in the case of women, there was a strong causal relationship between extrinsic cue and social value. Finally, we found that there are moderating roles of gender in the relationship between external cues and perceived quality. Conclusions: As a result of analysis, it is necessary to focus on extrinsic clues of product in order to increase the perceived emotional and social values of women. On the other hand, in order to improve the perceived emotional and social values of men, it is necessary to pay attention to both intrinsic and extrinsic cues of product. Therefore, it is necessary to consider what clues and values are important to core customers.

• 한국산업보건학회지
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• 제28권1호
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• pp.124-133
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• 2018

Objectives: The purpose of this study was to test the mediating effect of depression in the relationship between emotional labor and quality of sleep among dental hygienists. Methods: A purposive sample of 224 subjects in Seoul and Gyeonggi-do Province was recruited for convenient sampling. Data were analyzed using descriptive statistics, correlation, and multiple regression using Baron and Kenny steps for mediation. Results: The mean scores for overall emotional labor, quality of life, and depression were $33.14{\pm}5.55$, $7.49{\pm}2.82$, and $19.20{\pm}10.45$, respectively. They were significantly correlated with each other. Depression had a mediating effect(${\beta}=.52$, p<.001) in the relationship between emotional labor and quality of sleep(Sobel test: Z= 6.82, p =.001). Conclusions: The findings of this study suggest that intervention programs focusing on preventing depression are highly recommended to improve quality of life among dental hygienists in relation to emotional labor.