• 경영과정보연구
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• 제34권1호
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• pp.121-142
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• 2015

본 연구는 서비스종업원의 공감능력에 영향을 미치는 영향요인과 결과요인에 대한 연구로서 서비스 기업의 입장에서 서비스 제공자의 공감능력을 강화시킴으로써 조직에 미치는 긍정적인 효과를 높이고, 부정적인 효과는 감소시키는데 초점을 두고 있다. 구체적인 연구의 목적을 제시하면, 첫째 서비스 종업원의 공감능력 즉, 인지적 공감과 정서적 공감의 영향요인으로 사회적 지원인 상사지원과 동료지원, 그리고 자기 위로능력의 요인을 제시하고자 한다. 즉, 사회적 지원과 자기위로 능력이 서비스 종업원의 공감능력에 어떠한 영향을 미치는지를 규명하고자 한다. 둘째, 서비스 종업원의 공감능력인 인지적 공감과 감정적 공감이 그들이 지각하는 직무스트레스에 어떠한 영향을 미치는지를 살펴보고자 한다. 연구가설을 검증한 결과, 첫째, 사회적 지원은 상사지원과 동료지원으로 구분하였고, 공감능력은 인지적 공감과 감정적 공감으로 분류하였다. 사회적 지원과 공감능력간의 관계를 규명한 결과, 상사지원은 인지적 공감에 긍정적인 영향을 미치고 있지 않았고, 반면, 동료 지원은 인지적 공감에 긍정적인 영향을 미치고 있었다. 또한 상사지원은 감정적 공감에 긍정적인 영향을 미치고 있었으며, 동료지원은 감정적 공감에 긍정적인 영향을 미치고 있었다. 둘째, 서비스 종업원의 자기위로능력은 공감능력에 즉, 자기 위로능력은 인지적 공감과 감정적 공감 모두에 긍정적인 영향을 미치고 있었다. 마지막으로 서비스 종업원의 공감능력(인지적 공감, 감정적 공감)은 서비스 종업원의 직무스트레스에 부정적인 영향을 미치는 것으로 나타났다. 이러한 연구결과를 토대로 본 연구는 서비스 종업원의 공감능력이 그들의 직무스트레스를 감소시키는 요인으로써 중요한 전략적 수단이 될 뿐만 아니라 서비스기업이 제공하는 사회적 지원과 서비스 종업원의 자기 위로능력이 종업원의 공감능력을 이끌어내는 의미있는 변수로써 작용할 것이다.

• 한국산업정보학회논문지
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• 제20권4호
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• pp.89-102
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• 2015

본 연구는 중국 백화점 판매원들이 판매과정에서 경험하게 되는 감정노동이 감정소모를 매개로 직무성과와 이직의도에 미치는 영향을 분석하는데 목적이 있다. 이를 위해 일상적 감정노동의 강도가 높은 백화점 판매사원 225명을 대상으로 설문조사를 수행하여 자료를 수집하였고, 구조방정식모형을 활용하여 수집된 자료를 분석하였다. 연구결과, 첫째, 표면행위는 감정소모에 긍정적인 영향을 미치는 것으로 나타났지만, 내면행위는 유의한 영향을 미치지 않는 것으로 나타났다. 둘째, 감정소모는 직무만족에 부정적인 영향을 미치는 반면, 이직의도에는 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 지각된 조직지원은 내면행위가 감정소모에 미치는 정의 관계를 조절하는 것으로 나타났다. 이러한 검증결과를 기반으로 본 연구가 제시하는 이론적 시사점과 실무적 시사점을 논의하였다.

• 성인간호학회지
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• 제27권5호
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• pp.537-547
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• 2015

Purpose: The purpose of this study was to examine the effects of emotional labor, somatic symptoms, and emotional support on quality of life among middle-aged women workers. Methods: The study design was a descriptive survey research. Data were collected from October 2013 to January 2014 in Korea. A self-reported questionnaire was administerd in a convenience sample of 264 middle aged women in various working places. The survey included socio-demographic and job-related factors, and the questionnaires about emotional labor, somatic symptoms, emotional support, and quality of life. Data were analyzed using descriptive statistics, t-test, ANOVA, pearson's correlation coefficient, and stepwise multiple regression. Results: Stepwise multiple regression showed that somatic symptoms had the greatest effect on quality of life (${\beta}=-1.65$, p<.001), followed by emotional support (${\beta}=0.67$, p<.001), and job satisfaction (${\beta}=3.98$, p<.001). And these variables accounted for 52% of quality of life among middle-aged women workers (F=97.14, p<.001). Conclusion: These results suggest for clinical nurses to take somatic symptoms, emotional support, and job satisfaction into special account in order to improve the middle aged women worker's quality of life. Ultimately, a health promotion program focusing on these influential variables in workplace need to be developed for the given population.

• 가정과삶의질연구
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• 제32권6호
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• pp.109-123
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• 2014

The purpose of this study was to identify the effects of emotional connection with parents, social support, and isolation on unmarried mothers' child-rearing efficacy. The subjects of this study were 194 unmarried mothers. Data were analyzed by frequency, percentage, Cronbach's ${\alpha}$, and Pearson's correlation using the SPSS 12.0 program. The test of the theoretical model was performed with an analysis of the correlational matrix in the AMOS 7.0 package for path analysis. The results of this study were as follows: First, the number of adult unmarried mothers was higher than that of teen mothers. Most unmarried mothers had a in low monthly income-, were unemployed, and received economic assistance from the government or social welfare institutions as a major source of their income. Their decision to have a child were for the following reason: the desire to have a child, fear of having an abortion, belief that abortion is a crime, and uncertainty about which decision to make, etc. Second, the women's emotional connection with their parents had a direct effect on social support. Social support had a direct effect on isolation:,- however, it did not have a direct effect on parenting efficacy. Third, the women's emotional connection with their parents had a direct effect on isolation. Isolation had a direct effect on parenting efficacy. Fourth, social support mediated by the women's emotional connection with their parents had an indirect effect on isolation and child-rearing efficacy. Isolation mediated the women's emotional connection with their parents and had an indirect effect on child-rearing efficacy.

• 한국생활과학회지
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• 제12권5호
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• pp.713-735
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• 2003

The purpose of this study was to investigate the effects of the characteristics of maternal social networks on maternal expectation for their own children to examine the path that social networks had an effect on the self-esteem and the emotional intelligence of children through maternal expectation for their own children. The data used in this study were collected from 524 fourth to sixth graders and their mothers residing in Daejeon using structured questionnaire. The major findings of the study were as follows : (1) Among social network characteristics, proportion of friends and neighbors, proximity, direction and interference had a negative effect, and proportion of mothers of child's friends, frequency of contact, intimacy, emotional support, service support had a positive effect on maternal expectation for their own children. (2) Among social network characteristics, proportion of mothers of child's friends had a direct effect and proportion of friends, neighbors, and mothers of child's friends, proximity, frequency of contact, intimacy, direction, emotional support, service support, and interference had an indirect effect on children's emotional intelligence through maternal expectation for their own children. (3) Among social network characteristics, proportion of kin and mothers of child's friends, intimacy, service support, material support and interference had a direct effect, and proportion of neighbors and mothers of child's friends, proximity, frequency of contact, direction, service support had an indirect effect on children's emotional intelligence through maternal expectation for their own children.

• 한국콘텐츠학회논문지
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• 제19권3호
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• pp.590-599
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• 2019

본 연구는 대학생의 정서조절능력과 거부민감성의 관계에서 사회적지지의 매개효과를 파악하여 거부민감성이 높은 학생들에게 개입하기 위한 기초 자료 제공을 목적으로 한다. 이를 위해 대학생 449명을 대상으로 설문을 실시하고, 구조방정식 모형을 사용하여 본 연구의 가설을 검증하였다. 분석결과는 다음과 같다. 첫째, 상관분석을 통해 대학생이 지각하는 정서조절능력, 거부민감성, 사회적지지 간의 관계에 대해 살펴 본 결과, 정서조절능력과 사회적지지, 거부민감성은 유의한 상관을 보였다. 둘째, 정서조절능력과 거부민감성과의 관계에서 사회적지지의 매개로하는 구조모형에서 사회적지지가 정서조절능력과 거부민감성 사이에서 매개 역할을 하고 있음이 확인되었다. 이러한 연구결과를 바탕으로 적용점 및 후속 연구에 대한 제언을 논하였다.

• 가정과삶의질연구
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• 제23권4호
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• pp.35-53
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• 2005

In this study, the influence of mothers' parenting behaviors on children's strategies and competence of emotional regulation was examined. Further, the mediating effects of children's active-social support seeking and aggressive strategies on the above relationship were explored. The participants were W mother-child pairs. The children were 5th and 6th graders at two elementary schools in Kyunggi province and Kwangju metropolitan area The data were analyzed with descriptive statistics, factor analysis, Cronbach's alpha, Pearson correlations, standard multiple regressions and structural equation modeling analysis by LISREL 8.3. The main results of this study were as follows: (1) The more the mothers coached children with affection and reasoning, the more adaptive emotional regulation the children had; whereas children tended to have maladaptive emotional regulation in response to the mothers' rejecting and forceful parenting behaviors. Also, when children were coached by mothers with love, reasoning and consistent restriction, they used more active-social support seeking strategies, whereas they used more aggressive strategies when the mothers coached children with rejecting and forceful parenting behaviors. The more the mothers were rejecting, forceful and intervening, the more the children used passive-avoidant strategies. (2) The more the children used active-social support seeking strategies and the less the children used aggressive strategies, the more likely they had adaptive emotional regulation. The more the children used aggressive strategies, the more likely they had maladaptive emotional regulation. (3) Children's active-social support seeking strategies played a partial mediating role between mothers' affectionate and reasoned coaching and children's adaptive emotional regulation. These strategies, on the other hand, played a full mediating role between mothers' consistent restriction and children's adaptive emotional regulation. Children's aggressive strategies played a partial mediating role between mothers' rejecting and forceful parenting behaviors and children's maladaptive emotional regulation. Mothers' non-intervention had an influence on neither the children's aggressive strategies nor their maladaptive emotional regulation.

• 한국직업건강간호학회지
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• 제24권4호
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• pp.331-339
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• 2015

Purpose: The purpose of this study was to investigate the moderating effects of social support between emotional labor and job satisfaction in clinical nurses. Methods: Participants were 311 clinical nurses and data were collected from July 11th to 18th, 2014. The data were analyzed using descriptive statistics, t-test, ANOVA, Pearson correlation coefficient and hierarchical multiple regression with SPSS 21.0. Results: The job satisfaction indicated a significant relationship to surface-acting (r=-.191, p=.001), deep-acting (r=.179, p=.002) and social support (r=.342, p<.001) respectively. Emotional labor significantly affected job satisfaction (F=11.592, p<.001), and explained 5.4% of the variance in job satisfaction. The social support acted as a moderator on the relationship between emotional labor and job satisfaction at significant level (F=11.416, p<.001). Conclusion: The results of this study suggest that it is important to develop social support promoting and stress relief program for clinical nurses to improve job satisfaction.

• 가족자원경영과 정책
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• 제18권1호
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• pp.69-91
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• 2014

This study aims to examine the patterns of middle-aged parents' intergenerational support exchange with their adult children and its effects on the happiness of the parents. The sample consisted of 765 middle-aged parents selected from the National Survey of Korean Families by the Ministry of Equality and Family in 2010. The results were as follows. First, intergenerational support exchange between parents and their adult children was categorized into four groups depending on the provider of support: parents who exchanged no support with their children, parents who only received support from their children, parents who only provided support to their children, and parents who exchanged support with their children. Second, parents who exchanged no support with their children were high in instrumental support and those who both provided and received support were high in emotional support. Third, consciousness of their children significantly affected the satisfaction level of their relationship with their children. The more the parents emphasize on the growth of their children, the more they were satisfied. Parents in the support exchange group were more satisfied when they received economic support from their children. With regard to instrumental and emotional support, parents were more satisfied when they provided support to or mutually exchanged support with their children. Forth, subjective health conditions, consciousness of their children, and household's income more significantly affected the happiness of middle-aged parents than the patterns of intergenerational support exchange. With regard to economic support, parents who only received support from their children were less happy than the other groups. With regard to instrumental support, parents who exchanged no support with their children were happier than the other groups. With regard to emotional support, parents who provided support to their children were happier than the other groups.

• 한국콘텐츠학회논문지
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• 제20권9호
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• pp.558-576
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• 2020

본 연구는 직장인의 자기방어적/관계관여적 정서표현 양가성이 대인관계 스트레스에 영향을 미치는데 있어 사회적 지지와 인지적 정서조절전략의 매개효과를 알아보고자 하였다. 이를 위하여 2018년 8-9월에 걸쳐 직장인 413명을 대상으로 설문조사를 실시하였고, 수집된 자료는 SPSS, AMOS, Mplus 프로그램을 사용하여 기술통계, 상관분석, 구조방정식 모형검증을 비롯하여 매개효과 검증 분석을 실시하였다. 분석 결과, 자기방어적 정서표현 양가성 모형에서는 부분매개효과가 유의하였고, 관계관여적 정서표현 양가성 모형에서는 완전매개효과가 유의하였다. 자기방어적 정서표현 양가성 모형과 관계관여적 정서표현 양가성 모형 모두에서 정서표현 양가성과 대인관계 스트레스의 관계에서 사회적 지지와 정서조절전략을 거쳐 가는 이중매개효과가 유의한 것으로 나타났다. 이러한 연구는 직장인의 사회적지지에 대한 지각수준을 높이고, 적응적 인지적 정서조절전략을 사용하게 함으로써 대인관계 스트레스를 낮추는 방법을 모색하였다.