• Journal of Distribution Science
• /
• v.15 no.6
• /
• pp.65-76
• /
• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.

• Journal of Convergence for Information Technology
• /
• v.12 no.3
• /
• pp.75-84
• /
• 2022

The purpose of this study was to identify the degree of stress coping method, emotional intelligence, gratitude disposition, and communication competence of nursing college students to identify the factors that influence communication competence. Data were collected by using questionnaires from 159 students who were in 2nd year of the nursing college in G city, from Nov 9 to 11, 2021. Data were analyzed by t-test, ANOVA, Scheffe, Kruskal-Wallis test, Pearson's correlation, and multiple regression. Statistically, communication competence showed a significantly positive correlation with active stress coping method, emotional intelligence and gratitude disposition. Influencing factors on communication competence were emotional intelligence, gratitude disposition, and active stress coping method accounting for 68% of the total change. Based on this results, strategies to increase emotional intelligence, gratitude disposition, and active stress coping method are needed to improve communication skills of nursing students.

• International Journal of Internet, Broadcasting and Communication
• /
• v.15 no.1
• /
• pp.40-55
• /
• 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.

• Journal of Korea Entertainment Industry Association
• /
• v.13 no.2
• /
• pp.243-252
• /
• 2019

The purpose of this study was to evaluate the effect of emotional intelligence, empathy ability, and calling consciousness of nursing students on happiness. The survey was conducted 217 nursing students attending in G city from September 3th to September 14th, 2018. Data was collected from self-administered questionnaires about happiness, emotional intelligence, empathy ability and calling consciousness. Data were analyzed by SPSS software version 21 using descriptive statistics (frequency) and analytical statistics (t-test, ANOVA, Pearson's correlation coefficient, linear regression). As a result, Happiness was significantly different by gender, grade, satisfaction in major, collegiate-life satisfaction, personal relationship, health status, perceived economic status. Also happiness showed positive correlation with emotional intelligence, empathy ability, and calling consciousness. Multiple regression analysis revealed that the predictors of happiness were grade, collegiate-life satisfaction, health status, empathy ability, calling consciousness, and emotional intelligence accounting for a total of 49.1% of the variance. Results of this study suggest that it is necessary for nursing students to intervention program aimed at enhance the happiness and it would be effective to focus on strengthening emotional intelligence and empathy ability for them.

• Management & Information Systems Review
• /
• v.39 no.2
• /
• pp.127-143
• /
• 2020

As customers' irrational, rude behaviors are often covered by media recently, the issue is becoming a more serious social issue. Workers' stress in the service industry is very severe because they have to face and interact with customers with rude behaviors in-person due to the nature of the job. As a result of customers' rude behaviors, workers even desire to leave their organization because they feel doubts about their job and have negative emotions such as unpleasantness, depression, and fear. Considering that customers' rude behaviors directly impact service industry workers' ability to offer proper service, it is necessary to have appropriate measures against their rude behaviors. This research examined the impact of customers' rude behaviors on service industry workers' emotional dissonance, its impact on job stress, and the impact of job stress on organizational deviance, life violations and creativity. The study also analyzed the moderating effects of stress management education in emotional dissonance and job stress relationship to device ways to manage job stress more positively. To collect data, the study conducted a survey on medical service workers in the customer service sector of large general hospitals and small or medium-sized hospitals in Busan, and the results were as follows. First, rude behaviors had a significant positive(+) effect on emotional dissonance, which had a significant positive(+) effect on job stress. Third, job stress had a significant positive(+) effect on both organizational deviance an life violations. Fourth, job stress had a negative(-) significant effect on creativity. Fifth, there was no moderating effect of stress management education in the relationship between emotional dissonance and job stress.

• Survey Research
• /
• v.13 no.1
• /
• pp.89-112
• /
• 2012

This study aims to explore emotional closeness between grandparents and grandchildren in Korean families with a focus on the lineage. The effects of the geographical proximity and the normative aspect as well as intergenerational financial, instrumental, and emotional supports were taken into consideration to accounting for the grandparent-grandchildren affective solidarity. Research questions are addressed using the data of "Survey on Generational Solidarity and Differences in Cultural Experience and Perception in Korea", and a series of multinomial regression model were conducted. Findings indicate that the salient factor to boost grandchildren's affective solidarity with paternal grandparents is financial transfers between grandparents and parents. By contrast, all types of intergenerational supports affected grandchildren's emotional closeness toward maternal grandparents. Geographical proximity was associated with the affective solidarity between grandchildren and maternal grandparents. The effects of normative solidarity were not shown at both lineages.

• Journal of the Korean Home Economics Association
• /
• v.38 no.9
• /
• pp.57-74
• /
• 2000

The major purpose of this study was to develop with priority given to the discourse on the correlation between interpersonal resources and home management behavior for family life satisfaction. So, this study was to identify the perception of equity in marital life, through which dynamic aspects is measured with family resource. Some of the major findings are as follows : The perception of equity in marital life show a significant difference by the state of employment and the degree of communication in couple. Housewives'home management behavior show a significant difference by the perception of equity in marital life. It appears that intra system dynamics elements explain housewives'home management behavior. From the Regression Analysis, the Model was found to be highly significant, accounting for 63% of the variances. Especially, housewives'family life satisfaction is influenced by the perception of daily life equity capable of evaluating each of a married couples'contribution and reward for family life lather than perception of psychological-emotional equity.

• Science of Emotion and Sensibility
• /
• v.13 no.1
• /
• pp.163-178
• /
• 2010

Emotional associations formed in the relationships between the consumer and luxury brands can be approached via examining the roles these associations play when they account for the brand equity of the luxury brands. The present study is an exploratory examination on the effects a battery of emotional relationships exert upon the consumers' intention to participate in promotional activities and in communities built around the brand, which is a crucial part of the luxury brand's equity, in regards to Korea's burgeoning import auto market. Participants who completed the survey are professionals such as medical doctors, lawyers, accountants, and university professors. Included in the analyses are the top six automobile brands in sales(i.e., BMW, Lexus, Mercedes-Benz, Honda, Audi, and Volkswagen), and the scores that the respondents provided regarding the way they relate themselves to particular foreign car brands are analyzed and yield six different groups of emotional associations(i.e., affection, identification, indispensability, reliability, intimacy, and awe). The brand equity is measured with three variables that show the levels of the consumer's participatory intentions toward each brand are analyzed in order to elicit the antecedent variables and their impact on the participation variables in the regression models. When the respondents are divided into two groups by the levels of brand knowledge(i.e., scores drawn from the respondent's capability of correctly linking specific automobile brands with the corresponding corporate brands), consumers with higher brand knowledge show distinct patterns of influential variables, as they differentiate themselves from less knowledgeable consumers in terms of the influential antecedent variables accounting for the consumer's intended participation.

• Journal of the Korean Applied Science and Technology
• /
• v.38 no.2
• /
• pp.497-510
• /
• 2021

The purpose of this study is to investigate the mediating effect on intellectual wellness between the physical and emotional wellness of the caregivers of children with disabilities and to provide the relevant data necessary for the response of the caregivers of disabled children. The study subjects were 177 caregivers of children with disabilities, and data were collected from June 2019 to November 2019. Data analysis was performed using the PROCESS macro. Independent sample t-test and one-way batch analyses were conducted to analyze the general characteristics and variables of the collected data. Through this, Scheffé's post-test was performed for variables with statistically significant differences. The relationship between variables was analyzed by Pearson correlation and hierarchical multiple accounting analyses. The results of the study indicate that the physical and intellectual wellness of the main caregivers of children with disabilities provide a direct effect on their emotional wellness as well, and that intellectual wellness provides a mediating effect between physical wellness and emotional wellness. It was found that the influence of the physical environment of children with disabilities is also important, but emotional wellness can be improved only when the main caregivers are provided with an appropriate and sufficient intellectual education. Therefore, the expansion of various educational programs for the main caregivers of children with disabilities could contribute to the improvement of their own overall wellness.

• The Journal of Korean Obstetrics and Gynecology
• /
• v.36 no.2
• /
• pp.85-100
• /
• 2023

Objectives: To evaluate stress patterns and coping abilities in women with infertility by conducting in-depth interviews. Methods: Ten women with infertility who visited the Korean Medicine Hospital and provided consent after being informed of the purpose and method of the study were selected after meeting the inclusion/exclusion criteria. They were requested to complete a preliminary questionnaire developed by the researchers, the Infertility Stress Scale, and the Korean version of the Fertility Problem Inventory (FPI). Subsequently, each participant was interviewed individually. Results: The preliminary questionnaire was used to evaluate sensitivity to each type of infertility-related stress and ability to express and resolve it. Among all infertility stress types, the largest proportion, accounting for an average of 47.5±26.95%, was that felt by the patient herself. Considering stress awareness intensity, the stress felt by the patient was the highest, with an average score of 4.30±0.64. Relative stress sensitivity due to infertility was the highest, with an average score of 3.90±0.94. Compared with general work stress, the average ability to relieve stress related to problems with spouses was the highest, with a score of 2.50±1.20. The average Infertility Stress Scale score was 2.88±1.35 and FPI score was 2.87±2.52. Conclusions: The highest stress scores were observed for the following items: meaning of children, need for parenthood, and stress due to the diagnosis of infertility. The lowest stress scores were allocated to the item concerning relationships with friends and co-workers. Based on the in-depth interviews conducted after the survey, stress in women with infertility may be classified as emotional, physical, and economic. Thus, the requirement for providing appropriate psychological and emotional support depending on the stress type in addition to general medical treatment for infertility treatment was confirmed.