• Proceedings of the KIEE Conference
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• 2007.04a
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• pp.213-215
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• 2007

This paper introduces an emotional behavior decision model for intelligent service robots. An emotional model should make different behavior decisions according to the purpose of the robots. We propose an emotional behavior decision model which can change the character of emotional model and make different behavior decisions although the situation and environment remain the same. We defined each emotional element such as reactive dynamics, internal dynamics, emotional dynamics, and behavior dynamics by state dynamic equations. The proposed system model is a linear system. If you want to add one external stimulus or behavior, you need to add just one dimensional vector to the matrix of external stimulus or behavior dynamics. The case of removing is same. The change of reactive dynamics, internal dynamics, emotional dynamics, and behavior dynamics also follows the same procedure. We implemented the proposed emotional behavior decision model and verified its performance.

• KOREAN JOURNAL OF PACKAGING SCIENCE & TECHNOLOGY
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• v.27 no.2
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• pp.71-84
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• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.

• Asia Marketing Journal
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• v.21 no.2
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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.

• The Korean Journal of Health Service Management
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• v.11 no.2
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• pp.17-27
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• 2017

Objectives : The rapidly changing consumer-centric and customer-oriented nature of the medical environment results in significant cognitive load. We aimed to clarify the situation of emotional labor and job stress among hospital employees and seek policies and hospital management for employees' emotions. Methods : The study was conducted through a questionnaire about emotional labor and job stress among 554 individuals working in Seoul, in 9 national, public, and private hospitals. Results : The results of the emotional labor and job stress questionnaire showed statistically significant differences in surface behavior and job stress; both had higher values in employees from the private hospitals than employees from public hospitals. Conclusions : This study found that the stress of emotional labor is a serious problem in government medical institutions. In addition, these institutions need to provide internal customer satisfaction through the hospital ombudsman and harmonize work and healing programs by including plans for improvement.

• Journal of Home Health Care Nursing
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• v.25 no.1
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• pp.78-86
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• 2018

Purpose: The purpose of this study was to identify the relationships among emotional intelligence, resilience to burnout, and meaning in life of hospice volunteers. Methods: Data were collected through structured questionnaires from 200 hospice volunteers who were working at hospitals for six months or longer. Data were collected from March 7 to March 31, 2016, and analyzed using descriptive statistics, independent t-tests, ANOVA, Pearson correlation coefficients and stepwise multiple regression with SPSS WIN 22.0. Results: There was a statistically significant correlation between emotional intelligence, resilience to burnout and meaning in life. The significant predictors of hospice volunteers' meaning in life were resilience to burnout(${\beta}=.47$), emotional intelligence(${\beta}=.15$), educational level(college, ${\beta}=.11$), religion(protestant, ${\beta}=.12$; buddhism, ${\beta}=-.15$), and motivation for neighborhood service(${\beta}=.16$). These variables explained meaning in life up to 50.2%. Resilience to burnout was the greatest effective factor on meaning in life. Conclusion: These results suggest a need to develop programs that improve hospice volunteers' emotional intelligence and resilience to burnout. Also, educational level, religion, and service motivation of hospice volunteers should be considered.

• Journal of Fashion Business
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• v.16 no.4
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• pp.186-199
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• 2012

Most of employees in service area frequently and strongly experience job-stress caused by emotional labour than in general. This job-stress is supposed to incur employees' burn-out, which burn-out brings a lower service quality in various aspects of physical and spiritual hospitality. The purpose of this study is to identify the impacts of burn-out on emotional labour of hair designer, with 155 primary data from a sample of 200 employees of hair shop in Seoul and Gyeongnam area. The reliability and validity of the collected data were checked through the calculation of Cronbach's ${\alpha}$ and factor analysis. The empirical research made by regression analysis confirms that emotional labour significantly has a negative effect on burn-out of hair designer. Therefore, hypothesis presented to mediate the effect of burn-out on emotional labour of hair designer was supported in positive. Hopefully, this study contributes to hair business shops for setting up a management strategy on effective job-satisfaction of hair designer.

• The Korean Journal of Health Service Management
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• v.12 no.2
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• pp.51-62
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• 2018

Objectives : This study investigated the influences of emotional intelligence, self-leadership, and job embeddedness on the work performance of clinical nurses. Methods : A survey was conducted with 258 hospital nurses. Data were analyzed using descriptive statistics, t-tests, ANOVA, Pearson correlation coefficients, and multiple regression with SPSS/WIN 23.0. Results : The mean scores were $4.64{\pm}0.6$ for emotional intelligence, $3.41{\pm}0.42$ for self-leadership, $3.11{\pm}0.52$ for job embeddedness, and $3.49{\pm}0.51$ for nursing work performance respectively. Nursing work performance was positively correlated with emotional intelligence, self-leadership, and job embeddedness. Multiple regression analysis showed that the factors affecting nursing work performance were self-expectation, fit, understanding of self-emotion, links, self-compensation, and age. Conclusions : The results indicate that self-expectation, fit, and understanding of self-emotion are very important factors in nursing work performance. Therefore, nurse managers should enhance nurses self-expectation, fit, and understanding of self-emotion by developing various emotional sensitivity and support programs.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2021.10a
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• pp.613-617
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• 2021

According to the growth of the service industry, stresses from emotional labor workers have been emerging as a social problem, thereby so-called the Emotional Labor Protection Act was implemented in 2018. However, insufficient substantial protection systems for emotional workers emphasizes the necessity of a digital stress management system. Thus, in this paper, we suggest a stress detection system for customer service representatives based on deep learning facial expression recognition. This system consists of a real-time face detection module, an emotion classification FER module that deep-learned big data including Korean emotion images, and a monitoring module that only visualizes stress levels. We designed the system to aim to monitor stress and prevent mental illness in emotional workers.

• The Journal of the Korea Contents Association
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• v.21 no.5
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• pp.681-694
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• 2021

This study is aimed to investigate the effects of perceived value of the users in the relationship between service qualities of the Pilates training centers, which has been recently increasing, and their reuse intention. A survey research was conducted with 487 users who used the Pilates training centers and collected data were analyzed using SPSS 23.0 and AMOS 23.0 programs. The analysis results are as follows. First, service qualities perceived by the Pilates users including external service, quality of trainers, training program, and tuition fee showed significant impact on reuse intention, positively. Second, service qualities perceived by the Pilates users including external service, quality of trainers, training program, and tuition fee showed significant impact on both functional and emotional values, positively. Third, functional and emotional values perceived by the Pilates users showed significant impact on reuse intention, positively. Fourth, significant mediating effect of functional value was found in the relationship between service qualities of the Pilates training centers, which were external service, quality of trainers, training program, and tuition fee, and reuse intention. Fifth, significant mediating effect of emotional value was found in the relationship between service qualities of the Pilates training centers including training program and tuition fee, and reuse intention.

• Journal of Digital Convergence
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• v.14 no.2
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• pp.449-457
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• 2016

The purpose of this study was empirically to reveal the effects of emotional labor and job burnout of the ski resort workers on service level. For the study, a survey of 215 people working in domestic ski resorts was conducted. Emotional labor was composed of two sub-factors: surface acting and deep acting. Service level was composed of three sub-factors: tangibles, responsiveness, endeavor. The following results were obtained by confirmatory factor analysis, reliability analysis, correlation analysis, regression analysis. First, in emotional labor which ski resort worker perceived, surface acting had a positive effect on job burnout, while deep acting had a negative effect on it. Second, surface acting had a positive effect on tangibles and responsiveness of service level and deep acting had a positive effect on tangibles, responsiveness and endeavor of service level. Third, job burnout which ski resort worker perceived had a negative effect on tangibles, responsiveness and endeavor of service level. This study suggested that implications and limitations of the relationship between outcomes and emotional labor which people working at sport organizations such as a ski resort have experienced.