• 디지털융복합연구
• /
• 제12권12호
• /
• pp.107-117
• /
• 2014

조직의 서비스 지향성이 경쟁에서 살아남기 위한 중요한 요인으로 강조되고 있으며, 많은 연구에서 조직의 서비스 지향성이 조직 성과에 영향을 미치는 주요 변수임을 밝히고 있다. 따라서 본 연구는 서비스 지향성이 조직구성원의 이직의도와 조직몰입에 어떠한 영향을 미치며, 이들의 관계에서 감정노동이 조절역할을 하는지 실증 검증을 통해 살펴보고자 하였다. 실증 분석결과, 기업의 서비스 지향성은 이직의도 및 조직몰입에 긍정적인 영향을 미치며, 두 변수간의 관계에서 감정노동은 유의미한 조절효과를 가지는 것으로 나타났다. 이러한 결과는 조직의 서비스 지향성이 조직 문화로서 정착될 때, 조직의 성과는 향상될 수 있는 것을 시사하는 것으로, 학술적 실무적인 가치가 크다 하겠다.

• Journal of Acupuncture Research
• /
• 제30권3호
• /
• pp.27-38
• /
• 2013

Objectives : This study was designed to evaluate patient satisfaction of Korean medicine therapy using treatment tool by psychological type. Methods : 48 subjects were participated in this study. Before a treatment, we analyzed a patient's phychological type first by using a questionnaire. And then we divided 3 groups which were called a rational sympathy module group, emotional sympathy module group, control group. Manner of medical consultation according to patient's phychological type was carried out in all groups. After all treatment, we conducted a survey about medical service perception index, patient happiness index, medical satisfaction index. To evaluate a satisfaction degree, we analyzed results of survey statistically. Results : The results of the analysis, both rational sympathy module group and emotional sympathy module group got a higher score than control group statistical significantly on medical service perception index. Emotional sympathy module group got a higher score than control group statistical significantly on patient happiness index and medical satisfaction index. But rational sympathy module group only had a higher tendency than control group on patient happiness index and medical satisfaction index. Emotional sympathy module group got a higher score than rational sympathy module group on medical service perception index, patient happiness index and medical satisfaction index. Conclusions : Korean medicine therapy using treatment tool by psychological type consisted of patient's phychological type questionnaire and manner of medical consultation could improve a patient's satisfaction. It was more effective in emotional sympathy module group than rational sympathy module group.

• 한국컴퓨터정보학회논문지
• /
• 제26권3호
• /
• pp.147-154
• /
• 2021

본 연구는 판매서비스직 종사자를 대상으로 감정노동이 미치는 영향을 분석하고자 하였다. 수집한 자료는 PASW 18.0 통계 프로그램을 이용하여 신뢰도분석, 빈도분석, T-test, one-way ANOVA, 상관관계분석, 다중회귀분석을 실시하였다. 연구결과 첫째, 판매서비스직 종사자들은 감정노동의 표면행동보다 내면행동이 더 높은 것으로 나타났다. 둘째, 이타주의는 근무경력에 따라, 양심행동은 성별에 따라, 직장-가정 갈등은 연령, 결혼여부, 1일 평균 고객 응대시간에 따라 차이가 있는 것으로 나타났다. 셋째, 감정노동의 표면행동이 높을수록 이타주의는 증가하였으며, 내면행동이 높을수록 직무소진과 직장-가정 갈등은 감소하였고, 이타주의와 양심행동은 증가하였다. 넷째, 감정노동과 관련된 변수들의 상대적 영향력을 분석한 결과 가장 크게 영향을 미치는 변수는 감정노동의 내면행동이었다.

• 문화기술의 융합
• /
• 제8권4호
• /
• pp.445-455
• /
• 2022

금융 서비스에서 적극적으로 활용되고 있는 챗봇은 대화 오류와 기계적인 답변으로 사용자 경험을 저해하고 있다. 이 연구는 의인화된 챗봇의 자기노출과 감정표현이 금융 서비스에서 대화 오류 시 사용자 경험에 미치는 효과를 살펴보았다. 일상적인 금융 서비스 문의 상황에서 자기노출 유형(긍정적 vs. 부정적)과 감정표현 수준(높은 수준의 자신감 vs. 낮은 수준의 자신감)별로 시나리오를 구성해 온라인 실험을 진행하였고, 신뢰, 곤혹도, 서비스 회복만족, 지속 사용의도를 측정하였다. 실험 결과, 의인화된 챗봇의 자기노출과 감정표현에서 신뢰, 곤혹도, 서비스 회복만족, 지속 사용의도에 대해 각각 주효과가 나타났고 신뢰와 곤혹도에서 상호작용 효과가 나타났다. 결론적으로 의인화된 챗봇이 긍정적 자기노출과 자신감 있는 감정표현을 할 때 상대적으로 신뢰가 높아지고 곤혹도가 낮아지는 것을 확인하였다.

• 한국조리학회지
• /
• 제23권5호
• /
• pp.159-168
• /
• 2017

This study was conducted to investigate the effects of high class korean restaurants' servicescape on customers' emotional response and intention to revisit. This study also examined the relationship among emotional and cognitive reactions and intention to revisit. A total of 216 questionnaires were analyzed using the factor analysis, reliability test, and structural equation modeling analysis. The results revealed that space, aesthetics and comfortableness were positively related to emotional reaction, and convenience and cleanliness were related to cognitive reaction. This study also found that intention to revisit was positively related to emotional and cognitive reactions. Moreover, it was found that think was positively related to emotional reaction, and feel, think, act and the related were positively related to cognitive reaction. Finally, cognitive reaction was positively related to revisit. The results of the study suggested that high-class Korean restaurant marketers should introduce or strengthen servicescape, brand reputation and experiences, which increased brand attitude or revisit.

• 한국조리학회지
• /
• 제23권4호
• /
• pp.43-55
• /
• 2017

The purpose of the study is to provide data for an efficient human resources management of hotel corporation by examining if the emotional intelligence with affective involvement and continuous involvement could impact work performance. For the field test and verification, the non-regular hotel staffs from November $1^{st}$ to $30^{th}$, 2016 were selected as the research objects. The research result is summarized as follows. First, the emotional intelligence of non-regular hotel staff impacted positively on affective involvement and continuous involvement. Second, the continuous involvement had a positive influence on work performance. Lastly, the emotional intelligence of non-regular hotel staff appeared to have a positive effect on the work performance. With this research, it may have an opportunity to utilize this study result as an educational material to enhance emotional intelligence of hotel corporation. In conclusion, it may need to introduce an emotional intelligence enhancement program in the hotel corporation. Also, in order to improve work performance, intensive efforts in organizational level would be required by enabling employees to make an affective involvement. Finally, to cope with rapidly changing circumstances, additional empirical study should be conducted that the affective involvement of non-regular hotel staff impacts the work performance.

• 한국응급구조학회지
• /
• 제26권1호
• /
• pp.101-118
• /
• 2022

Purpose: This is a descriptive research study that aims to identify factors affecting fatigue by examining the degree of emotional labor, job stress, and fatigue of 119 emergency medical technicians (119 EMTs). The correlation between emotional labor, job stress, and fatigue was also confirmed. Methods: A total of 139 EMTs working in the Daejeon area participated in this study. Data were collected from July 6-15, 2021. Results: When the number of dispatches was high and the job was dissatisfying, the degree of emotional labor was high. In addition, the shorter the work experience and the lower the job satisfaction are, the higher the job stress is. The degree of fatigue was significantly higher in female than male 119 EMTs, and when they had short work experience and were dissatisfied with their job, the degree of fatigue was higher. Moreover, there was a significant correlation between emotional labor, job stress, and fatigue of the 119 EMTs. Conclusion: To reduce emotional labor, job stress, and fatigue of 119 EMTs, appropriate interventions for each factor and institutional improvements are required.

• 중환자간호학회지
• /
• 제16권1호
• /
• pp.44-55
• /
• 2023

Purpose : This study aims to identify job stress, emotional intelligence, and exhaustion of the nurses in comprehensive nursing service units and then verify the moderating and mediating effects of emotional intelligence on the relationship between job stress and exhaustion. Methods : Participants are 118 nurses working in two general hospitals. The collected data are analyzed using the SPSS WIN 27.0 and AMOS 18.0 programs by assessing frequency and percentage, mean and standard deviation, independent t-test and one-way ANOVA, Scheffé test, Pearson correlation coefficient, and hierarchical multiple regression analysis and bootstrapping. Results : Exhaustion has a statistically significant positive correlation with job stress (r=.40, p <.001) and a statistically significant negative correlation with emotional intelligence (r=-.26, p =.004). A partial mediating effect of emotional intelligence is found between job stress and exhaustion, however, there is no moderating effect. Conclusion : It is expected that to reduce the exhaustion of nurses in comprehensive nursing service units, it is necessary to assess job stress and emotional intelligence, and strengthen emotional intelligence along with job stress intervention.

• 한국치위생학회지
• /
• 제13권5호
• /
• pp.727-737
• /
• 2013

Objectives : This study aimed to investigate the levels of emotional labor and occupational stress and their relationships in dental counselors to improve psychological health related with dental counseling. Methods : The questionnaire survey was conducted to 167 dental counselors working at dental clinics in Busan and Gyeongsangnam-do from June to August, 2012. The study used emotional labor questionnaires and Korean Occupational Job Stress Scale (Basic Version, KOSS-43) as an assessment scale. All respondents were asked to complete a self-administered questionnaire. Data analysis was performed with descriptive analysis, t-test, ANOVA, and multiple regression analysis using SAS(ver 9.2). Results : The levels of occupational stress and emotional labor in dental counselors were $47.26{\pm}8.36$ and $3.45{\pm}0.47$. Three subscales of emotional labor as frequency of emotional expression, attention of emotional expression norms and disharmony of emotion were related with occupational stress in dental counselors. The level of job stress was increased by the lower level of emotional expression and increased by the higher levels of emotional expression and disharmony of emotion. Conclusions : In addition to increasing the number of counselors, nurturing counseling workforce is essential to manage the job stress of dental counselors. Sufficient counseling with a patient in a comfortable counseling environment is important to reduce the job stress by emotional labor. Continuous service improvement through positive emotional service education is necessary to be implemented for counselors.

• 한국식생활문화학회지
• /
• 제25권4호
• /
• pp.456-465
• /
• 2010

The purpose of this study was to understand the interrelationships between customers' perception of service encounter elements, customers' emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor ($\beta$=.426) and physical factor ($\beta$=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers' positive emotion. For influence of customers' negative emotion, human factor ($\beta$=-.157) was surveyed to have a negative (-) influence. Also, customers' positive emotion ($\beta$=.716) and negative emotion ($\beta$=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed.