• Title, Summary, Keyword: Emotion regulation ability

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The Effect of Frontline Employees' Experienced Customer Incivility on Service Performance (고객접점직원의 고객무례경험이 서비스 성과에 미치는 효과: 감정소진과 정서조절역량의 역할을 중심으로)

  • KIM, Minsung;HUR, Won-Moo;KIM, Byung-Soo
    • Journal of Distribution Science
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    • v.17 no.8
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    • pp.107-118
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    • 2019
  • Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

Influencing Factors for Nurses' Problem Solving Ability Related to Dysfunctional Beliefs and Emotion Regulation Strategy (역기능적 신념과 정서조절 양식이 간호사의 문제해결 능력에 미치는 영향)

  • Shin, Yeon Hee
    • Journal of Korean Clinical Nursing Research
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    • v.18 no.3
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    • pp.402-412
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    • 2012
  • Purpose: The purpose of this study was to explore influencing factors of dysfunctional beliefs and emotion regulation strategy for nurses' problem solving ability. Methods: This study was a cross-sectional design with a sample of 745 nurses from 1 university hospital located in Gyeonggido. The scales were Dysfunctional Beliefs Test (70 items), Emotion Regulation Strategy Questionnaire (25 items) and Social Problem Solving Inventory (52 items). The data were analyzed using SPSS 17.0 employing ANOVA, pearson correlation coefficients and multiple regression analysis. Results: The mean score for problem solving ability was 11.26 points. Influencing factors for nurses' problem solving ability were identified as 'active regulation style' in emotion regulation strategy and 'negative concept of social self' in dysfunctional beliefs. Conclusion: It is plausible to assume that dysfunctional beliefs which are vulnerability factors in cognitive variables and emotion regulation strategy affect nurses' problem solving ability.

The Effects of Preschool Children's Language Ability, Emotion Regulation, and Mothers' Parenting Behavior on Peer Competence and Aggressive Behavior (유아의 언어능력 및 정서조절능력과 어머니의 양육행동이 유아의 또래유능성과 또래공격행동에 미치는 영향)

  • Choi, Insuk
    • Journal of Korean Home Management Association
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    • v.32 no.6
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    • pp.47-58
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    • 2014
  • The purpose of this study was to examine the effects of mothers' parenting behavior, preschool children's language ability and emotion regulation on peer competence and aggressive behavior. The subjects were 100 preschool children (49 girls and 51 boys; mean age, 70.30 months), their mothers and teachers, recruited from five daycare centers located in Gyeonggi-do area. Each child's language ability was assessed individually with the standardized measure, the Preschool Receptive-Expressive Language Scale and their teachers reported on the children's peer competence and aggressive behavior. Their mothers also reported on parenting behavior and their child's emotion regulation by questionnaire. The collected data was analyzed by correlation analysis and hierarchical regression. The main results of this study were as follows. First, preschool children's peer competence was positively related to maternal warmth and children's language ability. Their aggressive behavior was positively related to harsh maternal parenting but negatively related to emotion regulation. Second, hierarchical regression analyses revealed that children's language ability and maternal warmth predicted peer competence. Third, children's gender, emotion regulation, and harsh maternal parenting predicted aggressive behavior. These findings could provide basic information for programs and services to promote peer competence in preschool children.

Relationships Among Stress Coping Strategies, Emotion Regulation Ability, and Behavior Problems in Children from Low-income and Middle-income Families (아동의 스트레스 대처전략과 정서조절 능력 및 행동문제: 저소득층 아동과 일반아동 비교)

  • Kim, Byeng-Og;Lee, Jin-Suk
    • Korean Journal of Human Ecology
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    • v.17 no.6
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    • pp.1051-1063
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    • 2008
  • This study was to investigate the relationships between stress coping strategies, emotion regulation ability and behavior problems with children from low-income families and middle-income families. Subjects were 171 children from low-income families and 228 children from middle-income families, 4th - 6th grade in elementary school. The major findings are followings: (1) The level of emotion regulation ability in children from low-income families was lower and active stress coping strategies were less than children from middle-income families. In the behavior problem, children from low-income families were higher than children from middle-income families. (2) The stress coping strategies(active/ social support) in children from low-income families were related with internal behavior problem(anxiety /withdrawal). And the emotion regulation ability was related to the children's behavior problem. (3) Regression analysis model showed that emotion-regulation ability was the most influential factor to the children's behavior problem, and children from low-income families with aggressive coping strategy showed hyperactive behavior problem. So, the education/therapy programs for children from low-income families have to be developed and practiced in schools, local children centers and so on.

A Study on the Emotion Regulation and School Adjustment of Group Home Adolescents (그룹홈 청소년의 정서조절능력과 학교적응성에 대한 연구)

  • Lee, Seul-Ki;Yang, Sung-Eun
    • Journal of the Korean Home Economics Association
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    • v.50 no.3
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    • pp.35-50
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    • 2012
  • This study aims to investigate the effect of group home adolescents' emotion regulation and school adjustment. A survey was carried out on a total of 246 middle and high school students, who live in group homes. For data analysis, t-test, two-way ANOVA, Pearson's correlation analysis, multiple regression analysis, and reliability coefficients were carried out by using SPSS program(version 18.0). The findings of this study were as follows: First, there were significant differences in emotion regulation ability of group home adolescents, depending on the grade and gender. Second, there was an interaction by grade and gender in school adjustment of group home adolescents. Last, group home adolescents' gender, grade, and emotion regulation ability affected their school adjustment.

Convergence study of the factors affecting positive psychology capital among nursing students (간호대학생의 긍정심리자본에 대한 융합적 영향요인)

  • Lee, So-Young;Lee, Kyung-hee
    • Journal of the Korea Convergence Society
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    • v.9 no.5
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    • pp.269-279
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    • 2018
  • This study aimed to investigate the relationship among positive psychology capital, social support and emotion regulation ability of nursing college students and to examine the effect of social support and emotion regulation ability on positive psychology capital. 157 nursing college students were participated in the study. Data were collected by structured questionnaire and analyzed by SPSS / Win 21.0 program. The results showed that the level of positive psychology capital among nursing college students was above middle level(3.68/5), and there was a significant positive correlation among positive psychology capital and social support and emotional regulation ability. The results showed that factors affecting positive psychological capital were gender (${\beta}=-.11$), teaching relationship (${\beta}=.16$), evaluation support (${\beta}=.40$) and self emotion regulation (${\beta}=.39$). The overall explanatory power of the model was 68%, and by emotional self control of the emotion regulation ability explanatory power of the positive psychological capital was 9%. In order to enhance positive psychology capital of nursing college students, it is an effective strategy to develop and provide an emotional regulation program.

The Mediating Effect of Cognitive Flexibility in the Relationship between Emotional Clarity and Emotion Regulation: Comparison of Self-Reported and Task Measurement of Cognitive Flexibility (정서인식명확성과 정서조절의 관계에서 인지적 융통성의 매개효과: 인지적 융통성의 자기보고측정과 과제측정 비교를 중심으로)

  • Kim, Soomin;Hyun, Myoung-Ho
    • The Korean Journal of Stress Research
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    • v.26 no.3
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    • pp.159-165
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    • 2018
  • Background: This study investigates the function of cognitive flexibility in the relationship between emotional clarity and emotion regulation and examines the differential effect between belief and ability for cognitive flexibility on them. Methods: The 151 participants respond to the questionnaires measuring emotional clarity, emotion regulation, and cognitive flexibility, which is also measured by task reflecting on real ability. Results: Data from this study show that self-reported cognitive flexibility mediates the effect of emotional clarity on emotion regulation. Cognitive flexibility measured by task has no mediating effect on them. Conclusions: These results suggest the cognitive flexibility play a role in the mechanism linking emotional clarity to emotion regulation and belief of own's ability to cope flexibly is more important than real ability. Finally, this paper includes implications, limitations, and suggestions for the future study.

The Effect of Maternal Attitude Toward Child's Emotional Expressiveness, Young Child's Attachment Stability, and Emotional Regulation Ability on Young Child's Problematic Behaviors (어머니의 정서표현수용태도 및 유아의 애착안정성과 정서조절능력이 문제행동에 미치는 영향)

  • Seo, Seon Ok;Shim, Mi Kyung
    • Korean Journal of Child Studies
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    • v.37 no.4
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    • pp.1-15
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    • 2016
  • Objective: The purpose of this study was to explore the influences of maternal attitude toward child emotional expressiveness, young child attachment stability, and emotion regulation ability on problematic behaviors. The participants of this study consisted of 279 children (age 5), and their mothers, and 48 teachers. Methods: The data was analyzed by means of t -test, Pearson correlation, confirmatory factor analysis, and SEM analyses. Results and Conclusion: The major findings were as follows. First, higher maternal attitude toward child emotional expressiveness was associated with better child attachment stability. Second, higher child attachment stability was associated with better child emotion regulation at home and lower problematic behavior. Third, higher child emotion regulation at home and in the classroom was associated with lower problematic behavior. Fourth, maternal attitudes toward child emotional expressiveness directly impacted levels of problematic behavior. Fifth, child emotional regulation fully mediated the effect of attachment stability on problematic behavior.

Emotional Intelligence in Children's Textbooks of the Chosun Dynasty (조선시대 아동용 교재들 속에 나타난 정서지능)

  • Woo, Nam Hee
    • Korean Journal of Child Studies
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    • v.20 no.1
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    • pp.3-14
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    • 1999
  • Seven textbooks for children used in homes and schools (sudangs) of the Chosun dynasty were examined to investigate how they taught emotional intelligence in traditional Korean society. The contents of the books were analyzed according to the 4 abilities of emotional intelligence described by Salovey and Mayer (1966): (1) perception, appraisal, and expression of emotion, (2) emotion's facilitation of thinking, (3) understanding and analyzing emotions, and (4) regulation of emotion to promote emotional and intellectual growth. The analysis showed that most of the books valued emotional intelligence and taught children how they perceive, appraise, and express emotions. The emotional ability to facilitate thinking was also emphasized, whereas the ability to understand and analyze emotions was seldom mentioned. It was also found that the regulation of emotion was emphasized; that is, children were educated to control and depress their emotions rather than to express them naturally.

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The Interaction Effect between Fathers' Parenting and Play Participation on Emotional Regulation of Preschoolers (아버지의 양육행동과 유아의 정서조절의 관계에서 놀이참여의 상호작용 효과)

  • Jeon, Sook Hee;Lee, Hee Sun
    • Korean Journal of Childcare and Education
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    • v.12 no.5
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    • pp.115-136
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    • 2016
  • The purpose of this study was to examine the main and interaction effects of fathers' parenting and their play participation on emotional regulation of preschoolers. The participants of this study consisted of 269 preschoolers (M: 61.4 months, SD: 15.3) located in Seoul and Gyeong-gi province. The results of regression analysis revealed that; 1) Father's parenting (such as rational instruction, friendly attitude) positively predicted child's emotion regulations. 2) The interaction effects of fathers' parenting (such as parenting participation, reaction, rational instruction, friendly attitude) with their constructive play participation predicted children's emotion regulations. Namely, fathers with higher constructive play participation showed higher emotion regulations of preschoolers under father's parenting participation, reaction, rational instruction and friendly attitude. 3) The interaction effects between fathers' functional play participation and father's parenting participation predicted children's emotion regulations. Findings indicate that fathers play a role in improving children's emotion regulation by parenting. Moreover, its effects appeared more apparently when fathers participated with constructive and functional play methods. In conclusion, it is suggested that fathering and the level of play involvement may be key variables for developing young children's emotion regulation.