• The Journal of Industrial Distribution & Business
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• v.15 no.9
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• pp.11-19
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• 2024

Purpose: This study analyzes how cabin crew service quality influences customer loyalty in the aviation industry. Specifically, it examines how the reliability, professionalism, and authenticity of cabin crew services affect cognitive loyalty and whether such effects affect emotional loyalty. Design and methodology: We surveyed passengers who had used aviation services in the past year. Structural equation modelling was used to test our hypotheses. To test model fit and assess reliability, validity was developed for the measurement items of each variable. Findings: The results support all four hypotheses. Reliability, professionalism, and authenticity of cabin crew services positively influence cognitive loyalty. Furthermore, cognitive loyalty significantly and positively affects emotional loyalty. These findings highlight the crucial role of cabin crew in fostering both rational preference and emotional attachment among passengers. Conclusions: This study provides insights into developing customer loyalty in the aviation industry. It demonstrates the need to invest in cabin crew training, which ultimately affects all three service quality dimensions. It also indicates that carriers can consider cognitive loyalty as a gateway to emotional loyalty and should pursue strategies accordingly. These results provide airlines with practical implications for improving customer loyalty and furthering their competitive advantage in the industry.

• The Journal of the Korea Contents Association
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• v.17 no.8
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• pp.693-704
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• 2017

The present descriptive study investigated the influence of violence experienced by nursing staff in long-term care hospitals and their emotional intelligence on the quality of nursing service. The study participants included 167 nursing staff from 9 different long-term care hospitals in G and C Provinces. Data collected from questionnaires were analyzed using SPSS 23.0 software. While slight differences were found among the subtypes of violence experience, it was found that verbal violence was the most common form in violence, experienced by the nursing staff, followed by physical threat and physical violence. A hierarchical regression analysis performed to investigate the degree of influence of violence experience and emotional intelligence on the quality of nursing service found that violence experience did not significantly affect the quality of nursing service when the general characteristics were controlled whereas emotional intelligence had a significant influence on the quality of nursing service. The results of this study show that, although it is commonly believed that violence experience is a major factor compromising the quality of nursing service, emotional intelligence, which reflects one's ability to utilize and control one's emotions, may actually have a more significant impact on the quality of nursing service. Emotional intelligence can be improved through education and training; therefore, it is necessary to explore ways to improve emotional intelligence of nursing staff such as development of various programs.

• Fashion & Textile Research Journal
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• v.13 no.6
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• pp.952-958
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• 2011

The primary purposes of this study were to investigate on effect of consumer's participation on their emotional response, service quality perception and revisiting intention in the beauty service field. The data were collected from 385 customers of beauty salons in Busan area, Gimhae area in Kyongnam and Daegu area. It was analyzed by frequency analysis, factor analysis, reliability analysis, and path analysis. The results were as follows: First, consumer was experienced positive emotion toward their participation of service offering course. Second, there were significant influence their participation on their service quality perception. And in the case mediating emotional response, their were more influence. Finally, consumer was perceived positively service quality when they was experienced positively emotion in service field during service offering course. And they had revisiting intention when they was perceived service quality excellently.

• Korean Journal of Childcare and Education
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• v.14 no.3
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• pp.21-39
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• 2018

Objective: This study was to examined the mediating effect of active emotion regulation and marital quality in the relationships between self-compassion and maternal-fetal attachment. Methods: A questionnaire was administered to 836 pregnant women and the data were analyzed by SPSS21 and M-plus7, and statistical analysis, frequency analysis, and then structural equation modeling were performed. Results: First, self-compassion directly affects maternal-fetal attachment. Second, self-compassion was indirectly influenced by maternal-fetal attachment through active emotional regulation. Third, self-compassion indirectly affects maternal-fetal attachment through marital quality. Fourth, in regards to the relationship between self-compassion and maternal-fetal attachment, active emotional regulation and marital quality were mediated. Conclusion/Implications: we discussed implications for enhancing self-compassion and active emotional regulation and enhancing marital quality to increase the maternal-fetal attachment of pregnant women.

• International Journal of Quality Innovation
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• v.6 no.3
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• pp.38-55
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• 2005

Consumption has generally become more fragmented, hedonic and individual specific, satisfying not only functional but also emotional needs. In parallel, customer satisfaction is now thought to be both a cognitive and affective response, and the closely related concept of job satisfaction is commonly seen as an emotional reaction. The reasoning within quality management does, however, still lean heavily toward cognitive judgements (i.e. performance ratings), the emotional component clearly being under explored. Further, performance variables have shown not to be significant in predicting satisfaction for certain 'experience products', the effect fully mediated by emotions. As a consequence a cognitive judgement based quality concept has lost its ability to predict satisfaction, which clearly contradicts with the modem quality definition, stressing quality as the ability to satisfy the customer. Emotions have however entered the quality discourse and it has been proposed that having customers that are merely feeling satisfied will not suffice. Instead, there has been a plethora of executive exhortations in the trade press calling on business to 'delight the customer'. Strategies for doing so have however usually been imprecise and unclear, and the different drivers of delight and satisfaction are not well explored. This paper aims to complement the previous cognitive dominance by exploring the multiple emotional responses involved in customer satisfaction. A conclusion being that we currently are measuring something, in terms of satisfied, that is more or less independent of what we aim for, in terms of delight. It is also most likely that - depending on the situation, product, and person - other positive and negative emotions are more important outcomes of purchase and usage than merely satisfaction. It is questioned whether a single, summary response such as satisfaction is feasible or even desirable.

• Archives of design research
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• v.15 no.4
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• pp.97-110
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• 2002

As users environments change, users primary needs for homepages also change more complicatedly. Today, users do not only want usability for homepages, but also to feel appropriate emotional experiences. Despite users needs, users do not always experience appropriate emotions that are conveyed by designers through homepage. I In this research paper, we analyzed the related factors with the emotional quality, which means the degree that users feel target emotions intended by designers. For analyzing factors related with the emotional quality, three hypotheses were verified; the factor of an emotion, the factor of users and the factor of designers. As the factor of emotions, the first hypothesis is that unclear emotional dimensions in users minds are related with the emotional quality. The second hypothesis, as the factor of users, is that the diversity of users experiences by same homepage is related with the emotional quality. The third hypothesis, as the factor of designers, is that the appropriate selection of design elements is related with the emotional quality. In the previous research, we selected the basic 13 emotional dimensions and 30 representative emotional words based on the statistical results and evaluations by professional designers. For this research, we conducted an experiment and user survey. In the experiment, we asked 30 designers to design homepages focusing on the typical emotion that was presented by a researcher. Based on the designing process and user evaluation, we performed statistical analyses: ANOVA with Tukey post hoc method and Factor Analysis. We found the discrepancy between the emotions that designers intend and the actual emotions that users experienced from homepages. From the result of analysis, we know that the factor of users and the factor of designers related with the emotional qualities, but the factor of emotions did not. The definiteness of emotions did not relate with the emotional quality. However, the diversity of emotions that users feel seeing the same homepages and design elements that designers chose for conveying target emotion related with the emotional quality.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.82-94
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• 2016

This study on CRM oftKorean restaurant guests to test the emotional response and behavioral intention. Three kinds of variables(service quality, information quality, system quality) from Korean restaurant guests were set to test the CRM. Results of the multiple regression analysis revealed a positive significant relationship with respect to quality of service, quality information, and quality system with all customer emtional reaction. Second, the results also found that the three independent variables of quality of service (${\beta}=.104$, P<.01), information quality (${\beta}=.215$, P<.001), and system quality (${\beta}=.682$, P<001) had a significant positive effect on the dependent variable for customer behavior (+). Third, CRM quality of service, quality information, and quality of the restaurant system are shown to influence the behavior and it also showed that both the part-mediated effects.

• MALSORI
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• no.62
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• pp.19-32
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• 2007

This study investigated the perception of emotional voices by transplanting some or all of the prosodic aspects, i.e. pitch, duration, and intensity, of the utterances produced with emotional voices onto those with normal voices and vice versa. Listening evaluation by 24 raters revealed that prosodic effect was greater than segmental & vocal quality effect on the preception of the emotion. The degree of influence of prosody and that of segments & vocal quality varied according to the type of emotion. As for fear, prosodic elements had far greater influence than segmental & vocal quality elements whereas segmental and vocal elements had as much effect as prosody on the perception of happy voices. Different amount of contribution to the perception of emotion was found among prosodic features with the descending order of pitch, duration and intensity. As for the length of the utterances, the perception of emotion was more effective with long utterances than with short utterances.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.261-276
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• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• The Journal of Korean Academic Society of Nursing Education
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• v.25 no.2
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• pp.186-196
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• 2019

Purpose: This study was conducted to identify types of peer feedback in nursing skills performance training and to investigate emotional response, perceived quality of feedback and self-efficacy for learning from peer feedback. Methods: A total of 110 second-year nursing students attending fundamentals of nursing classes at a university participated in 2017. Participants received peer feedback from one selected colleague who observed their skills performance, and completed a questionnaire. Contents of peer feedback video recordings were transcribed and classified into seven types of feedback. Data were analyzed using an independent t-test, ANOVA and Pearson correlation. Results: Participants mostly received feedback of 'correcting' and 'providing information.' Positive emotional responses from peer feedback were above medium, and negative emotional responses were low. The perceived quality of peer feedback was moderate and self-efficacy for learning was high. Quality of feedback correlated with negative emotional response (r=-.24, p=.014), and self-efficacy for learning (r=.35, p<.001). Self-efficacy for learning correlated with intimacy with peers (r=.24, p=.011) and positive emotional response (r=.21, p=.028). Conclusion: The results suggest that peer feedback in skill training could be used in terms of emotional response and self-efficacy for learning.