• 경영과정보연구
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• 제39권2호
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• pp.127-143
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• 2020

최근 무례한 고객에 의한 비이성적인 행동이 언론으로부터 자주 노출되면서 그 심각성이 사회적으로 이슈가 되고 있다. 서비스업의 경우 직무의 특성상 무례한 행동을 하는 고객과 자주 대면하여야 하며 상호작용하여야 하기에 이로 인한 종사원들의 스트레스는 매우 심각한 수준이다. 고객무례행동으로 인하여 종사원은 불쾌함, 우울함 등 부정적 감정을 느끼고 본인의 직업에 회의를 느껴 조직을 떠나려는 생각도 하게 된다. 이처럼 종사원의 서비스 제공에 직접적인 영향을 미친다는 점을 고려하면 고객무례에 관한 올바른 대처방안이 필요하다고 볼 수 있다. 이에 본 연구에서는 고객무례행동이 종사자의 감정부조화에 미치는 영향을 살펴보고 감정부조화가 직무스트레스에 미치는 영향과 직무스트레스가 조직일탈행동, 생활침해행동, 창의성에 미치는 영향을 살펴보았다. 또한, 직무스트레스를 보다 긍정적으로 관리할 방안을 마련하기 위하여 감정부조화와 직무스트레스의 관계에서 스트레스관리 교육의 조절효과를 살펴보았다. 자료 수집을 위해서 부산시 소재 종합병원, 중소병원의 고객 접점에서 업무를 수행하고 있는 의료서비스 종사자들을 대상으로 설문 조사를 시행하였으며 결과는 다음과 같다. 첫째, 무례행동은 감정부조화에 정(+)의 유의적 영향을 미치는 것으로 나타났다. 둘째, 감정부조화는 직무스트레스에 정(+)의 유의적 영향을 미치며 셋째, 직무스트레스는 조직일탈행동과 생활침해행동에 모두 정(+)의 유의적 영향을 미치는 것으로 나타났다. 넷째, 직무스트레스는 창의성에 부(-)의 유의적 영향을 미치는 것으로 나타났다. 다섯째, 감정부조화와 직무스트레스 간의 관계에서 스트레스관리 교육의 조절효과는 나타나지 않았다.

• 유통과학연구
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• 제12권4호
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• pp.73-83
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• 2014

Purpose - This study aims to classify and extend the consumer value of movie theaters into various values such as functional value, emotional value, social value, epistemic value, and conditional value based on the theory of consumption value by Sheth, Newman and Gross (1991). It also aims to verify the path structure of consumption value→customer satisfaction→behavior intention of movie theaters to confirm its generalization. Research design, data, and methodology - This study was conducted by collecting data on Kimpo university students from various areas in Incheon, Northern Seoul, Ilsan, Kyonggi Province, and Kimpo City. The survey was conducted by distributing 280 survey papers from Oct. 5 to 15, 2013 and collecting 238 of them. The final analysis used 208 questionnaires, after excluding 30 invalid responses. The statistical analysis of this study used the SPSS 19.0 statistics package. Results - The results of the survey are as follows: First, consumption values of movie theaters are classified into the following five groups: functional value, emotional value, social value, epistemic value, and conditional value. This study verified that consumption values play a role as a previous variable of customer satisfaction. Second, functional value, emotional value, and epistemic value have positive effects on customer satisfaction. On the other hand, social value and conditional value do not affect customer satisfaction. Finally, customer satisfaction has a positive impact on behavior intention. Theater users have an intention to re-use or recommend the movie theater they used when they are satisfied with a movie theater's physical environment and services. Conclusions - This study can provide academic and practical implications as follows based on the results mentioned above. First, academic implications can be found in that consumption values of movie theater users are classified into five values based on the theory of consumption value by Sheth et al. (1991). In the previous study, the service quality of a movie theater was studied based on the service quality of service encounters and a physical environment→customer satisfaction→behavior intention path structure. However, this study was verified by a consumption value→customer satisfaction→behavior intention path structure to classify consumption value, but not service quality or perceived value of quality, to confirm this generalization. Second, practical implications can be found in that the relative impact of consumption value of movie theaters on consumer satisfaction showed that functional value was followed by epistemic value and emotional value. In the previous study on movie theaters, previous variables of customer satisfaction were separated only by functional service quality including service encounters and physical environment; in some other studies, quality of service encounter had a direct effect on customer satisfaction. Accordingly, a marketing manager of a movie theater should develop various differentiated services by reflecting not only functional value such as service encounters and physical environment but also epistemic value and emotional value.

• 한국산학기술학회논문지
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• 제18권10호
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• pp.336-343
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• 2017

본 연구에서는 요양보호사의 감정노동, 직무관련 삶의 질, 서비스 질의 관계를 분석하였다. 연구대상은 전국의 장기요양시설에 근무하는 요양보호사 211명이며, 자기기입식 설문지를 활용하여 조사 하였다. 연구모형은 감정노동(표면행위, 내면행위)을 독립변수, 직무관련 삶의 질(공감만족, 공감피로)을 매개변수, 서비스 질을 종속변수로 구성하여 검증하였다. 모형의 적합성과 서비스 질에 영향을 미치는 각 요인의 직접효과, 간접효과를 검증한 결과 모형의 적합도는 적합한 수준이었으며, 감정노동 표면행위와 내면행위에서 서비스 질로 향하는 직접효과는 통계적으로 유의미하지 않는 것으로 나타났다. 그러나 직무관련 삶의 질을 매개하여 서비스 질에 영향을 미치는 총 효과는 통계적으로 유의미하였으며, 내면행위와 서비스질의 관계에서는 정적 상관관계, 표면행위와 서비스질의 관계는 부적 상관관계가 있음을 확인할 수 있었다. 서비스 질에 영향력이 가장 큰 변인은 직무관련 삶의 질(공감만족)이었다. 이 연구 결과를 토대로 요양보호사의 감정노동과 삶의 질에 대한 임상적, 학문적 관심을 환기시킬 필요성을 제안하였다.

• 한국콘텐츠학회논문지
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• 제10권9호
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• pp.432-437
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• 2010

본 연구의 목적은 축제의 서비스스케이프와 인적서비스가 참가자의 감정반응과 행동의도에 어떠한 영향을 미치는지를 소비자인 참가자의 관점에서 분석하였다. 축제의 서비스스케이프는 4개의 공통요인으로 추출되어 청결성, 편의성, 적합성, 매력성으로 명명하였다. 분석결과 축제의 서비스스케이프 변수 중에서 청결성과 편의성이 긍정감정에 정(+)의 영향을 미치며, 부정감정에는 청결성과 편의성 변수가 부(-)의 영향을 미치는 것으로 나타났다. 또한 인적서비스의 친절성, 신뢰성 그리고 전문성 변수 모두가 긍정감정에 정(+)의 영향을 미치는 것으로 분석되었다. 특히 인적서비스 변수 중 전문성은 긍정감정에는 정(+)의 영향을, 부정감정에는 부(-)의 영향을 많이 미치는 것으로 나타났다. 행동의도에 미치는 영향관계 결과는 축제의 서비스스케이프 편의성 요인과 인적서비스 전문성 요인이 영향을 많이 미치는 것으로 나타났다. 그러므로 성공적 축제를 운영하기 위해서는 축제의 서비스스케이프와 인적서비스 요인들을 고려하여 축제전략을 수립하고 운영할 필요가 있다 하겠다.

• 한국조리학회지
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• 제22권5호
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• pp.82-94
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• 2016

본 연구에서는 한식당 이용객들의 CRM이 고객 행동의도에 얼마나 영향을 끼치는지 측정하였다. 특히 한식당 이용객들의 CRM이 고객 행동의도 중 고객 감정반응을 매개효과로 어떤 영향을 미치는지 선행연구를 토대로 변수 간의 영향관계를 규명하고자 하였다. 첫째, 독립변수는 한식당 이용객들의 CRM 중 서비스 품질, 정보 품질, 시스템 품질 3가지를 변수로 설정하였고, 종속변수는 매개변수인 고객 감정반응을 다중회귀분석으로 실시하였다. 다중회귀분석의 결과는 서비스 품질, 정보 품질, 시스템 품질 모두 종속변수인 고객 감정반응에 대하여 유의한 정(+)의 영향관계가 있는 것으로 분석되었다. 둘째, 다중회귀분석의 결과는 3개의 독립변수 중에서 서비스 품질(${\beta}=.104$, P<.01), 정보 품질(${\beta}=.215$, P<.001), 시스템 품질(${\beta}=.682$, P<.001)은 종속변수인 고객 행동의도에 대하여 유의한 정(+)의 영향관계가 있는 것으로 분석되었다. 셋째, 식당 이용객들의 CRM 중 서비스 품질, 정보 품질, 시스템 품질은 고객 행동의도에 영향을 미치는 것으로 나타나, 모두 부분 매개 효과가 있는 것으로 나타났다.

• 보건의료산업학회지
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• 제10권2호
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• pp.59-70
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• 2016

Objectives : This study was done to identify the influences of workplace spirituality and emotional intelligence on the organizational citizenship behavior of clinical nurses. Methods : The subjects were 230 clinical nurses, working over 6 months in four general hospitals in three cities. Data were obtained from March 20 to March 30, 2016, with a self-report questionnaire, and analyzed using the IBM SPSS 21.0 program. Results : The factors related to the organizational citizenship behavior of nurses were workplace spirituality(${\beta}$=.36), emotional intelligence(${\beta}$=.29), 40 years of age or higher(${\beta}$=.26), working in a special ward(${\beta}$=.11), and turnover intention(${\beta}$=.10). These variables explained 61.6% of the variance in organizational citizenship behavior of nurses. Conclusions : In order to improve the quality of nursing services and business performance in hospital organizations, it is necessary to enhance workplace spirituality and emotional intelligence. This would lead to promoting organizational citizenship behavior through the development and application of intervention programs from a nursing organization perspective.

• 유통과학연구
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• 제17권11호
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• pp.47-52
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• 2019

Purpose: This study specifically discusses why coffee shop customers want to revisit coffee shops. In addition, we would like to verify the mediated effect of the emotional reaction in relation to the influence of the experience values of the Chinese coffee shop on the re-visit of the coffee shop. Research design, data and methodology: Regression and reliability analyses were conducted. Simple regression was used for stock price verification, and the bootstrap method of model4 of Hayes was performed for the intermediate hypothesis verification. Results: This study confirmed that the experience values of coffee shops (entertainment, aesthetic, economic efficiency, and service excellence) have a significant influence on customers' intention to revisit coffee shops. Conclusions: Managers can check that the level of revisit by customers is increased by increasing the elements of experience value. In addition, studies have shown that the customer's emotional reactions play a significant mediating role in the relationship between the value of the experience and the customer's intention to revisit the coffee shop. This suggests that the coffee shop operator should focus on the emotional response of its customers and devise strategies to ensure that the value of the experience is connected to the intent of revisiting.

• International Journal of Internet, Broadcasting and Communication
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• 제13권3호
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• pp.84-91
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• 2021

The purpose of this study is to investigate the structural relationship between resort selection attributes, emotional responses, and empirical values of scuba diving participants. The general population who enjoys scuba diving in Korea was selected as the population. Using the convenience sampling method, 553 of the 600 questionnaire samples were extracted as the final valid sample. For data processing, frequency analysis, exploratory factor analysis, and Cronbach's α test were performed using SPSS 23, and confirmatory factor analysis and structural equation model analysis were performed with AMOS 18. The results are as follows: First, among the sub-factors of selection attributes, equipment, facility environment, and diving point showed a positive effect on emotional response, but staff service did not have any significant effect. Second, the emotional response positively affected by the selection attribute showed a positive effect on all factors of service excellence, consumer utility, fun value, and aesthetic value of empirical value. Therefore, scuba diving resort managers must recognize the importance of equipment, facility environment, and diving point among these selection attributes of customers. And to satisfy the customer needs the resort must accurately identify the needs for diving equipment, facility environment and diving point. Various methods for this should be explored through the needs of the identified customers, and efforts should be made to provide safe equipment, comfortable facilities, and various diving points.

• Journal of Information Technology Applications and Management
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• 제21권4호
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• pp.15-33
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• 2014

Recently, the service providers are making various attempts to provide smartphone applications for waiting information in order for customers to perceive waiting time short. This research, therefore, investigates the impact of smartphone use on the waiting experience and provide service organizations with effective measures for managing customers' waiting. As a result of this study, utilization of smartphone during the waiting period shows the positive impact on perceived waiting time, acceptability, and emotional response. Among these, the largest impact appears on the acceptability of waiting that has the largest impact on the perceived service quality. In addition, results reveal that smartphone users shows more positive waiting experience than non-users who read newspapers or magazines, watch TV, or do nothing.

• International Journal of Internet, Broadcasting and Communication
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• 제15권1호
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• pp.40-55
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• 2023

Currently, convenience stores, which are naturally located within a 1-minute walk, are easily accessible, so customers can easily purchase the items they need, and now they are indispensable places for people. In line with modern society that focuses on buying and selling goods quickly and easily, such as 'convenience' and 'quickness', convenience stores also have been changing by marketing such as home-delivery service and storage of fresh products, not just simply selling goods. In addition, by utilizing application software, we can use everything with one smartphone that we use a lot, in order to provide reservation delivery, pickup, and subscription services. In this study, we conducted experiments focusing on the factors of convenience store service quality and users using convenience stores, and examined how these experiments affect behavioral intentions of customers through their emotional responses. As a result, it was confirmed that empathy had a positive (+) effect on the pleasure of customers, and reliability had a negative (-) effect on arousal. In addition, it was found that empathy had a positive (+) effect on arousal, and responsiveness and empathy had a positive (+) effect on dominance. Finally, it was found that pleasure and dominance had a positive (+) effect on the loyalty of customers. In this study, we intend to provide basic data on existing or future convenience stores.