• The Korean Journal of Health Service Management
• /
• v.13 no.2
• /
• pp.27-38
• /
• 2019

Objectives: The purpose of this study was to investigate the relationship between medical service quality, emotional attachment, customer satisfaction, and customer behavioral intention of small and medium hospitals. Methods: 228 patients who have used small and medium hospitals' medical services were selected. The analysis methods used were confirmatory factor analysis, validation of discrimination, path analysis, and bootstrapping using SPSS 23 and AMOS 23. Results: As a result of the hypothesis test, reliability, responsiveness, and assurance were found to have a positive (+) influence on emotional attachment and customer satisfaction, while empathy had a positive (+) influence on emotional attachment only. Emotional attachment had a positive (+) influence on customer satisfaction and behavioral intention, and customer satisfaction had a positive (+) influence on behavioral intention. Conclusions: Medical service providers in small and medium hospitals should recognize that increasing customer satisfaction based on emotional attachment is a pathway to customer acquisition and, ultimately, a way to promote effective management.

• Journal of Family Relations
• /
• v.23 no.1
• /
• pp.97-120
• /
• 2018

Objectives: The purpose of this study is to examine the process of how a parent-child relationship affects an impaired objective self, emotional regulation difficulties, and, consequently, interpersonal problems. Methods: To carry out this study, a total of 467 married women were surveyed on their parent-child relationship, impaired objective self, and emotional regulation difficulties. The resulting data was interpreted using descriptive statistics analysis, correlation analysis, and structural equation models analysis. Results: First, the parent-child relationship shows negative correlations with an impaired objective self, emotional regulation difficulties, and interpersonal problems. In addition, an impaired objective self, emotional regulation difficulties, and interpersonal problems show positive correlations with one another. Second, an impaired objective self and emotional regulation difficulties mediate the parent-child relationship and intrapersonal problems consecutively. Conclusions: This indicates that efforts to mitigate an impaired objective self and to intervene in difficulties in emotional regulation can help address intrapersonal difficulties. Finally, this paper examines how this study affects the ongoing discussion on this matter and its implications for future studies.

• Korean Journal of Occupational Health Nursing
• /
• v.32 no.2
• /
• pp.58-67
• /
• 2023

Purpose: This study aimed to identify the influence of workplace violence experience and emotional labor on depression among caregivers. Methods: Data were collected from 227 caregivers working in long-term care institutions from August 20 to October 31, 2021. Workplace violence experience, emotional labor, and depression were measured using developed structured questionnaires. The data were analyzed using descriptive statistics, t-test, ANOVA, pearson's correlation analysis, and multiple regression analysis. Results: Among the participants, 14.5% complained of minor or severe depression. There was a significant difference in the degree of depression depending on whether caregivers experienced unfair situations from the organizations they belonged to. Emotional labor was identified as a major factor influencing depression by regression analysis. Conclusion: A campaign to improve social awareness to prevent caregivers' emotional labor experience leading to depression should be strengthened. Furthermore, it is necessary to develop an emotional capacity building intervention program to effectively cope with caregivers' emotional labor and depression.

• Journal of Korean Academy of Nursing
• /
• v.47 no.6
• /
• pp.770-780
• /
• 2017

Purpose: This study was conducted to investigate the influence of emotional labor, emotional dissonance, and burnout on nurse's turnover intention and examine the effect of job satisfaction on the relationships among emotional labor, emotional dissonance, burnout, and turnover intention. Methods: The sample consisted of 350 nurses recruited from 6 general hospitals in 2 cities in Korea. A multiple-group analysis was utilized. Data were analyzed using SPSS statistics 23 and AMOS 20. Results: In the path analysis, turnover intention was directly related to burnout in clinical nurses who had a high job satisfaction (${\beta}=.24$, p=.003), while it was indirectly related to emotional dissonance (${\beta}=.13$, p=.002). In the multiple-group path analysis, turnover intention was directly related to emotional dissonance (${\beta}=.18$, p=.033) and burnout (${\beta}=.26$, p=.002) for nurses with low job satisfaction. Conclusion: These results indicate that manuals and guidelines to alleviate the negative effects of emotional labor, emotional dissonance, and burnout, and to increase job satisfaction are strongly required to reduce turnover intention in nurses at the organizational level as well as at the individual level.

• Culinary science and hospitality research
• /
• v.21 no.1
• /
• pp.143-158
• /
• 2015

The purpose of this research is to examine how emotional intelligence has a moderating effect on the relationship between emotional dissonance and job burnout and to investigate a mediating relationship between emotional dissonance and turnover intention through job burnout. To test the hypotheses, moderation analysis, mediation analysis and moderated mediation analysis were performed. Of the 300 self-report questionnaires distributed to hotel employees, 233 usable responses were received and utilized in the final analyses. The results show that emotional dissonance significantly affected job burnout, and job burnout completely mediated the effect of emotional dissonance on turnover intention. Additionally, emotional intelligence moderated the relationship between emotional dissonance and job burnout, suggesting that the emotional dissonance-job burnout relationship was stronger in the low emotional intelligence group than in the high emotional intelligence group. Particularly, emotional intelligence moderated the mediating relationship between emotional dissonance and life style intention via job burnout(moderated mediation effect), indicating that the mediation effect was stronger in the low emotional intelligence group. Therefore, hotel managers should efficiently implement strategies and programs to reduce emotional dissonance and job burnout and enhance emotional intelligence, which lead to lower turnover intention.

• Korean Journal of Childcare and Education
• /
• v.12 no.6
• /
• pp.169-188
• /
• 2016

The purpose of this study was to examine the influence of religious maturity of Christian teachers in child care centers on teacher-infant interaction, emotional labor and emotional intelligence. The survey was conducted on 173 Christian teachers of early-child classes who work in child care centers in Gyeonggi-do province. For the research analysis, frequency and Cronbach's ${\alpha}$ coefficient were calculated and regression analysis were conducted. The results are as follows. First, the affective and volitional factors from religious maturity of Christian teachers in child care centers have had a positive influence on the overall teacher-infant interaction. Second, the affective factor from religious maturity of Christian teachers in child care centers have had a negative influence on outward behavior, which is the lower variable of emotional work, and a positive influence on inner behavior. Third, the volitional factor from religious maturity of Christian teachers in child care centers have had a positive influence on perception of self-emotions, perception of others' emotion, emotional application, emotional control, and emotional intelligence overall.

• Culinary science and hospitality research
• /
• v.14 no.2
• /
• pp.73-85
• /
• 2008

This study is based on an empirical study on consequences of emotions and emotional labor in the food-service industry. It analyzed the effect of emotional labor on emotions of emotional laborers and the effect of emotional labor on communication skills. Data used for analysis were collected through the questionnaire surveyed on the various samples including employees of family restaurants, Korean restaurants, Chinese restaurants, Japanese restaurants, etc. The result of data analysis indicated that only the efforts for emotional expressions among the factors influenced affirmative emotion(P-value=0.042). It also showed that the factor of the efforts for emotional expressions by researchers had a positive effect on both language communication skills and non-language communication skills(P-value=0.000). This study was valuable in the aspect that emotions and communication skills were first selected as dependent variables of emotional labor and it verified causality between emotional labor and these variables. However, it also has some limitations that its sample size was small and it depended on convenience sampling.

• Journal of the Korean housing association
• /
• v.22 no.3
• /
• pp.15-24
• /
• 2011

The purpose of the research is analyzing how the emotional factors of the external apartment design can be influenced by the consumers' emotional reaction, and analyzing how the emotional reaction of the consumers will affect the expenditure of the apartment in the upcoming future. For this purpose, first, external surrounding factors of the apartment are extracted and then classified into three major design categories (instinctive, behavioral, and reflective design), and each factor is evaluated by the emotional evaluation. The scope of the research is restricted to the apartments in Daegu city which are built by Top 3 construction companies from the analysis of construction-working rank (May, 2010). The residential-expenditure data are extracted from D-univ. students, in accordance with the satisfaction of the external surroundings and emotional-reaction against the emotional-design factors of the apartment. This research is done by the statistic analysis program SPSS17.0. This shows that difference of emotional design by the apartment external space requisites will be significance as fundamental data for development of application and planning and apartment external space of emotional design by the apartment external space in the future.

• Korean Journal of Occupational Health Nursing
• /
• v.23 no.4
• /
• pp.269-276
• /
• 2014

Purpose: The purpose of this study was to investigate muscle pains of emotional laborers and determine whether there were differences in their muscle pains depending on the hours spent on emotional labor. Methods: This is a secondary analysis of the data collected from the 3rd (2011) Korean Working Conditions Survey. 50,032 participants responded to the study's questionnaire. Among them, 15,669 participants were emotional laborers who directly dealt with people such as customers, passengers, pupils, patients, etc. Results: Thirty three percent of subjects had reported muscle pains. Muscle pains of subjects were positively related to the hours spent on emotional labor (p<.001). According to the logistic regression analysis, the adjusted odd ratio of the subjects who spent about almost all of the work hours on emotional labor was 1.32 (95% CI: 1.15~1.52), compared to the subjects who spent about a quarter of their work hours on emotional labor, when other factors were controlled. Conclusion: The study's findings indicate that engaging in emotional labor for longer hours increases the risks of muscle pains. Occupational nurses must pay closer attention to the management of muscle pains of emotional laborers.

• The Transactions of The Korean Institute of Electrical Engineers
• /
• v.63 no.7
• /
• pp.968-975
• /
• 2014

This paper proposed a evaluation method for individual's subjective preferred location using EEG and emotional assessment. Visual stimulus were sequentially presented a total six points(the top and the bottom of the left, the top and the bottom of the center and the top and the bottom of the right on the screen). EEG were measured from twenty subjects according to each six points. At the same time, we were executed evaluation of subjects preferred location from emotional assessment. Alpha and beta wave were measured in Fp1, Fp2, F7 and F8 location, followed by ten to twenty electrode system. Correlations and variations of alpha and beta wave from each channel were calculated and analyzed. Because of the number of subjects population under 30, we used Speareman test for a correlation analysis between alpha and beta wave. Also, emotional assessments which compose of visual sense harmony, visual sense stability, stability of position and the visibility were performed and were analyzed by average and frequency. After visual stimulus, emotional assessments were performed. From the variance analysis of EEG, beta wave from F7 was appeared statistically significant as significance probability of 0.006. Also, between alpha wave and beta wave appeared a negative correlation(r=-0.190). From the post-hoc test of F7 beta wave, location 1, 5 and 6 appeared to difference statistically significant. Emotional assessment result according to six positions showed 0.00 significance probability. Thus, location and emotional assessment appeared to influence on each other. From the average and frequency analysis of emotional assessment, location 2 showed obtained of best emotional assessment score and appeared lower beta wave than other locations. Finally, most subjects showed a preference for location 2. Through obtained results in this paper, will be helpful to about human emotional assessment and EEG research.