특급호텔 종사원의 감성지능이 감정노동과 직무스트레스에 미치는 영향

조수현,김미성 한국호텔관광학회 2017 호텔관광연구 Vol.19 No.1

The principal objective of this study is to examine on the effects of emotional intelligence on emotional labor and job stress of the hotel employees. Moreover, this study was to provide fundamental and practical data for hotel industry. In this study, 3 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 250 hotel employees was surveyed and a total of 228 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS18.0. Firstly, emotional intelligence was divided into 'self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion' according to the literature review. Analysis showed that just 3 dimensions ('self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion') have effect on frequency of emotional display. And 'self-emotional appraisal' and 'regulation of emotion' have positive effects on emotional dissonance. Secondly, 'self-emotional appraisal' and 'regulation of emotion' have positive effects on role conflict. And regulation of emotion has positive effects on role overload. Thirdly, emotional dissonance has positive effects on role conflict. And frequency of emotional display, emotional dissonance have positive effects on role overload. Continuous and systematic training program which build up team work should be conducted to administer 'emotional intelligence'.

Emotional Labour of Caring for Hematopoietic Stem Cell Transplantation Patients: Iranian Nurses’ Experiences

Vahid Zamanzadeh,Leila Valizadeh,Leila Sayadi,Fariba Taleghani,Fuchsia Howard,Alireza Jeddian 한국간호과학회 2013 Asian Nursing Research Vol.7 No.2

Purpose: The purpose of this study was to describe the emotional labour experienced by nurses who care for hematopoietic stem cell transplantation (HSCT) patients in Iran. Methods: Eighteen nurses participated in semi-structured interviews. The interviews were analyzed using qualitative content analysis methods. Results: Three main categories described the emotional labour involved, namely, emotional intimacy, feeling overwhelmed with the sadness and suffering, and changing self. Nurses had compassion for their patients, contributing to a close nurse-patient relationship. The nurses’ emotional labour resulted in their feeling overwhelmed with sadness and suffering. Five subcategories described this emotional toll: (a) witnessing suffering, (b) struggling mentally, (c) hurting emotionally, (d) feeling drained of energy, and (e) escaping grief. Dealing with death and dying on an ongoing basis promoted the nurses’ changing self. Conclusion: Iranian nurses who care for HSCT patients experience a range of positive and negative emotions. Establishing appropriate support systems for nurses might help mediate the negative aspects of emotional labour. thereby improving nursing work life and ultimately the quality of patient care. Purpose: The purpose of this study was to describe the emotional labour experienced by nurses who care for hematopoietic stem cell transplantation (HSCT) patients in Iran. Methods: Eighteen nurses participated in semi-structured interviews. The interviews were analyzed using qualitative content analysis methods. Results: Three main categories described the emotional labour involved, namely, emotional intimacy, feeling overwhelmed with the sadness and suffering, and changing self. Nurses had compassion for their patients, contributing to a close nurse-patient relationship. The nurses’ emotional labour resulted in their feeling overwhelmed with sadness and suffering. Five subcategories described this emotional toll: (a) witnessing suffering, (b) struggling mentally, (c) hurting emotionally, (d) feeling drained of energy, and (e) escaping grief. Dealing with death and dying on an ongoing basis promoted the nurses’ changing self. Conclusion: Iranian nurses who care for HSCT patients experience a range of positive and negative emotions. Establishing appropriate support systems for nurses might help mediate the negative aspects of emotional labour. thereby improving nursing work life and ultimately the quality of patient care.

유아기 정서표현규칙과 정서인식의 발달에 관한 연구

이승은 한국보육학회 2011 한국보육학회지 Vol.11 No.4

본 연구는 감정을 겉으로 드러내기보다 참는 것을 미덕으로 여기는 문화적 배경 속에서 성장하는 만 3, 4, 5세 유아들의 정서인식 특징을 알아보고, 인지적 요소가 포함된 정서표현규칙을 어떻게 이해하고, 발달시키는가를 알아보는 것이 연구 목적이었다. 연구대상은 전남 N시의 유아교육기관에 재원하고 있는 만 3~5세 유아 97명(남아56명, 여아 41명)이었다. 유아의 정서표현규칙 및 정서인식의 발달을 알아보기 위하여 6개의 에피소드로 구성된 정서표현규칙 검사와 정서인식검사를 개별 면접법으로 실시하였다. 수집된 자료는 내용 분석과 통계적 분석으로 처리하였다. 연구결과, 연구대상이었던 만 3~5세 유아들은 연령이 증가할수록 정서표현규칙 이해가 높아져 상황에 알맞게 정서를 표현할 수 있으며, 정서표현 의도를 적절하게 사용할 수 있는 것으로 나타났다. 그리고 정서인식도 연령의 증가에 따라 점진적으로 발달하는 것으로 나타났으며, 정서인식 점수가 높은 유아들일수록 정서표현규칙 점수가 높은 것으로 나타났다. This study focused on figuring out how young children, who have been living in korean culture, develop emotion. Eastern culture is different from western, in other words, Korean culture emphasize hide and control of emotion. The Purpose of this study was to explore young children emotional display rules and emotion awareness. Subjects were 97 children of age 3 to 5 in N City(56 boys, and 41 girls). The instruments used in this study were 6 hypothetical scenarios that assessed emotional display rules and intentions, and emotion awareness questionnair. The data were analysed through content and statistical analysis. The study results shows that as young children get older, they gradually understand emotional display rules. Also young children are capable of using various emotional display intentions and increasing emotional awareness with age, which means that their ability to show emotion grows with the passage of time. Children with high score of emotional display rules frequently tended to excel emotion awareness.

의인화 동물 캐릭터의 감정단계 제안-코끼리 캐릭터 호튼(Horton)을 중심으로-

이영숙 ( Lee Young-suk ) 한국디자인트렌드학회 2014 한국디자인포럼 Vol.43 No.-

This study demonstrates emotional intensity of anthropomorphic animal characters expressed in animation. For this, we have categorized DB about basic emotional (Happiness, Surprise, Fear, Anger, Disgust, Sadness) with elephant character in animation as our target. The classified DB to target the characteristics of movement and emotional expression analyzed. Then, we have examined movement theory of Laban for each emotional intensity and analyzed them by substituting effort factor. As a result, we have extracted emotional intensity factor depending on changes in sentimental level of anthropomorphic animal characters. And we have suggested emotional level about each emotional expression. This is essential to show natural emotional when anthropomorphic animal character expresses the scenario. Besides, when the character tries to direct appropriate movement for every emotional, it has the purpose to express the appropriate and clear emotional. We hope to contribute in directing movement depending on emotional expression for various expanded animal characters such as mammals and birds.

호텔 종사원의 감정노동이 감정부조화 및 행동의도에 미치는 영향

채신석 한국관광학회 2012 관광학연구 Vol.36 No.7

Emotional labor can be defined as the degree of manipulation of one’'s inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. The aim of this research was to investigate the emotional labor on emotional dissonance as it was perceived by hotel Foof and Beverage employees and to examine the effects of the emotional dissonance on job burnout and turn over intentions. Data were collected from hotel Food and Beverage workers at 10 five star hotels in Seoul. A total of 238 samples were finally used for the analysis. The result of factor analysis delineated four factors of the emotional labor: deep acting, surface acting, emotional deviance and naturally felt emotions. The results of the analysis showed that emotional labor, such as deep acting, surface acting, emotional deviance, had significant effect on emotional dissonance, while the expression of naturally felt emotions did not. The results also indicated that emotional dissonance had a significant influence on the job burnout, while it was not significantly associated with turnover intention. In contrast, the job burnout had a significant effect on turnover intention. Practical implications and limitation of the study are discussed within. 본 연구는 고객접점에 있는 호텔종사원들의 감정노동 수행이 종사원들의 행동의도에 미치는 영향관계를 분석하고자 하였다. 설문조사는 서울시내 특1급 10개 호텔에서 238개의 유효표본을 SPSS 12.0/Amos 5를 이용하여 분석에 이용되었다. 분석결과, 첫째, 서비스 종사원의 감정노동이 감정부조화에 유의적인 영향을 미칠 것이라는 가설을 검증한 결과, 심층행위, 표면행위, 감정일탈 등이 유의적인 결과를 제시하고 있으나, 진심행위는 비유의적인 결과로 나타났다. 둘째, 감정부조화는 종사원의 직무소진 및 이직의도에 영향을 미칠 것이라는 가설을 검증한 결과, 직무소진에는 높은 유의성을 미치는데 비하여 이직의도에는 비유의적인 결과가 도출 되었다. 셋째, 감정부조화를 통한 종사원의 직무소진이 행동의도인 이직의도에 미치는 가설을 검증한 결과, 직무소진은 이직의도에 유의한 결과로 분석 되었다.

경계선 성격장애 성향군의 정서조절 능력: 억제 기능, 과민반응, 조절곤란을 중심으로

이종환,곽호완,이상일,장문선 한국임상심리학회 2013 Korean Journal of Clinical Psychology Vol.32 No.3

The aim of this study is to investigate differential inhibitory functions related to emotional regulation in young adults with borderline personality traits as compared to control subjects, and to investigate relations among emotional hyper-reactivity, difficulties in emotional regulation, and performance in neuropsychological tasks measuring inhibitory functions related to emotional regulation. A BPD tendencies group (n=27) and control group (n=32) was selected among 380 undergraduate students based on scores on the Personality Assessment Inventory - Borderline Features Scale(PAI-BOR). The BPD tendencies group were compared with the control group in the following tasks using emotional stimuli (negative, neutral, and positive): the emotional Stroop test (inhibition of interference), the negative priming task (automatic, rapid, and resource-independent inhibition), and the directed forgetting task (intentional, slow, and resource-dependent inhibition). In comparison with the control group, the BPD tendencies group showed reduced inhibition of negative material in all tasks, while no significant differences were observed in performance of neutral and positive material in all tasks. In the BPD tendencies group, significant correlations were observed between reaction time to negative stimuli in the negative priming task and emotional hyper-reactivity scale scores as well as the difficulties in emotional regulation sale scores. Significant correlation was also observed between reaction time to positive stimuli in the negative priming task and emotional hyper-reactivity scale scores. The results of this study suggest that individuals with borderline personality traits have difficulties in actively suppressing information when it causes negative emotion. Inhibitory dysfunction, which is found in individuals with borderline personality traits, appears to show a closely association with emotional hyper-reactivity and difficulties in emotional regulation

항공사 직원들의 감정노동 유형별 소진에 대한 실증적 연구

고인곤,문명주 한국관광학회 2017 관광학연구 Vol.41 No.7

In this study, we investigated the effects of the emotional labor of airline company employees upon burnout. After a review of prior studies, we defined the burnout concept and found two sub dimensions of burnout, which are emotional/physical exhaustion and depersonalization. We also developed an exploratory trial of emotional labor type built upon a few key prior studies and examined whether these types moderated the effect of emotional labor. The investigation of the relation between emotional labor components and burnout revealed that surface acting had a statistically significant positive effect on both sub dimensions of burnout. Deep acting however had a statistically significant negative effect on depersonalization and showed very big standardized beta coefficient compared to surface acting, but not on emotional/physical exhaustion. While testing for parallelism, we found a moderating effect of emotional labor type on emotional/physical exhaustion, but in terms of depersonalization, the moderating effect of emotional labor type was found only in surface acting. Interestingly, the averages of emotional/physical exhaustion and depersonalization in the positive emotional labor group were lower than those in the neutral emotional labor group. We also investigated the leisure type of respondents and the demographic variables related to emotional labor components, job satisfaction and burnout in order to suggest several fruitful implications. 본 연구는 항공사 직원들의 감정노동 유형을 긍정적 감정노동과 중립적 감정노동으로 분류하여 감정노동이 소진에 미치는 영향을 규명하였다. 항공사 직원들의 소진의 하위차원으로는 신체적인 측면을 추가하였는데, 회귀분석 결과 표면행위는 소진의 하위차원인 심신적 고갈과 비인격화에 통계적으로 유의한 정(+)의 영향을 미치고 있는데 비해서 내면행위는 비인격화에만 통계적으로 유의한 강한 부(-)의 영향을 미치고 있었다. 또한, 평행성 검정결과 감정노동 유형은 심신적 고갈에서는 표면행위와 내면행위 모두에 조절효과를 미치고 있었지만 비인격화에서는 표면행위에서만 조절효과가 발견되었다. 한편, 긍정적 감정노동 집단의 소진의 정도는 중립적 감정노동집단에 비해서 낮았다. 아울러 본 연구는 항공사 직원들의 여가유형을 살펴보고 인구통계적 변수들을 분석하여 다양한 연구의 시사점을 제시하고자 하였다.

감정노동이 감성역량과 조직유효성에 미치는 구조적 영향 분석

윤지혜,정동섭 경성대학교 산업개발연구소 2025 산업혁신연구 Vol.41 No.2

본 연구는 의료조직에서 감정노동이 감성역량과 조직유효성에 미치는 영향을 분석하였다. 감정노동은 감정부조화와 감정노력으로 구분하고, 감성역량은 자기감성과 타인감성이해능력으로 구성하였다. 부산·울산·경남 지역 의료기관 종사자 160명을 대상으로 설문조사를 실시하고 SPSS 23.0으로 분석하였다. 분석 결과, 감정부조화는 직무만족과 조직충성에 부정적 영향을 미쳤고, 감성역량은 이 영향을 완화하였다. 감정노력은 직무만족과 조직충성에 긍정적 영향을 미쳤다. 특히 타인감성이해능력은 조직충성을 높이는 주요 매개변인으로 나타났다. 감성역량은 직무만족에 긍정적 영향을 주었으며, 직무만족은 조직충성에 강한 영향을 미쳤다. 이 연구는 감정노동과 감성역량 간 관계를 조직충성을 포함해 확장적으로 분석하였다. 감성역량을 매개변수로 설정함으로써 이론적 기반을 넓히는 데 기여하였다. This study examines the impact of emotional labor on emotional competence and organizational effectiveness in healthcare organizations. Emotional labor was categorized into emotional dissonance and emotional effort, while emotional competence included self-emotional awareness and understanding others’ emotions. Data were collected from 160 healthcare workers in the Busan, Ulsan, and Gyeongnam regions through a survey and analyzed using SPSS 23.0. The results showed that emotional dissonance negatively affected job satisfaction and organizational commitment. However, emotional competence mitigated these negative effects. Emotional effort had a positive influence on both job satisfaction and organizational commitment. Notably, the ability to understand others’ emotions served as a key mediating factor in enhancing organizational commitment. Emotional competence also positively influenced job satisfaction, which in turn had a strong positive effect on organizational commitment. This study empirically identified the structural relationships between emotional labor, emotional competence, and organizational effectiveness. It highlights the buffering and mediating roles of emotional competence. These findings suggest that developing emotional competence can be an effective strategy to improve organizational performance in healthcare settings.

이러닝 환경에서 정서지능이 학업성취도에 미치는 영향

이인숙 ( In Sook Lee ) 한국교육정보미디어학회 2012 교육정보미디어연구 Vol.18 No.3

Emotional intelligence and emotional regulation as one of the sub concepts of emotional intelligence have been considered critical in daily life, learning, and education, since Bar-on (1997), Goleman (1995), and Mayer & Salovey (2000) have introduced their conceptual definitions and measurement scales and tools. And e-Learning as ``maximizing access to and interactions with various knowledge sources`` nowadays has become a norm in educational practices worldwide. Considering emotional intelligence has been dealt with as a critical variable deciding individual learning and behavior, however, there is still little discussion found on the roles of emotional intelligence in e-learning setting. The present study mainly aims to examine if emotional intelligence would be a significant variable in predicting cognitive and attitudinal learning achievement in e-learning context where learners are expected to develop better multi-cultural understanding in Korea. Various positions in defining and measuring emotional intelligence are available. Among them, ability- and trait-emotional intelligence are most commonly accepted differentiations (Petrides & Furnham, 2000, 2001; Mayer, Salovey & Caruso, 2008). The present study was conducted based on ability-emotional intelligence paradigm with a sample of 30 undergraduate students who took an Introductory Educational Methodology and Technology course. Their academic backgrounds were varied. An intensive one week e-learning module, ``Introduction to Multicultural Understudying`` has been delivered for individual learning first followed by group discussions. The individual learning materials include facts, laws and regulations, and case stories/news-clips/videos. The discussion activities were provided after each individual learning chapter cover issues related to discrimination toward immigrant workers and solutions. The level of emotional intelligence was measured with Moon`s 45-item questionnaire including ``perceiving emotions``, ``expressing emotions``, ``empathy``, ``managing emotions``, and ``using emotions``. Attitude toward immigrant workers was collected with an 11-item questionnaire before and after learning. Knowledge about immigrant workers was assessed with test items including laws and regulations, root causes of discrimination, and alternative solutions to resolve discrimination problems. The questionnaires were tested before and after learning. Results of multiple regression analyses revealed that ``ability`` emotional intelligence (R²=.183, p<.05), especially ``empathy`` (R²=.131, p<.05) and ``perceiving emotion`` (R²=.289, p<.00), predict improvement of positive attitude toward different cultures among the undergraduate students. However ``ability`` emotional intelligence did not generally predict improvement of cognitive understanding of different cultures among the undergraduate students except ``empathy`` (R²=0.211, p<.05). The findings of the present study confirm Kang and Koo`s finding suggesting that emotional intelligence is not generally predicting cognitive learning achievement among undergraduate students within individual online learning. However, ``empathy`` could act as a predictor of cognitive learning achievement. Concerning attitude learning, the present result show that emotional intelligence predict its learning achievement, as most of the longitudinal research done in the international community. Another point of concern is that ``empathy`` is probably the best predictor of academic achievement. The present study results implicate that there is a need to support or educate people to develop emotional intelligence competencies in daily life or through learning opportunities in order to achieve more positive effects in academic performances.

Multi-Dimensional Emotional Engine with Personality Using Intelligent Service Robot for Children

Ho Seok Ahn,Young Min Baek,Jin Hee Na,Jin Young Choi 제어로봇시스템학회 2008 제어로봇시스템학회 국제학술대회 논문집 Vol.2008 No.10

This paper introduces a multi-dimensional emotional engine which is influenced by personality of robot. It is a novel approach to design an emotional model by comparison with conventional emotional model which used three-dimensional emotional space. It calculates most emotional elements and memorizes them for the next step of calculation of emotion. This means that robot does not respond to external stimuli directly. We have designed a personality based emotional model. It consists of five elements; reactive dynamics, internal dynamics, emotional dynamics, behavior dynamics, and personality. Personality is the most important element for making different emotions and behaviors of various kinds of robots. It is related to most calculations in the emotional model. If personality is changed, the emotional model makes different emotions and behaviors, although external stimuli and internal dynamics remain unchanged. We have used the intelligent service robot ‘Robi Q’which is used for children. We have tested the performance of the proposed emotional engine.