프랜차이즈 헤어미용실 종사자의 회복탄력성과 고객지향성의 관계에서 감성지능의 매개효과
Mediating Effect of Emotional Intelligence on the Relationship Between Resilience and Customer Orientation of Franchise Hair Salon Workers
0
조회
0
다운로드
2
인용
0
참고문헌
키워드
초록
The aim of this study is to analyze the effect of resilience, emotional intelligence, and customer orientation on employees of franchise hair salons. The subjects were employees of franchise hair salons, and analysis of the final 330 questionnaires was performed using the SPSS 21.0 statistical program. The results of analysis of the relationship between resilience and emotional intelligence showed that higher self-efficacy, active challenge, and impulse control had an effect on emotional intelligence. Results regarding the relationship between resilience and customer orientation, self-efficacy, impulse control, and empathy showed that the higher the value, the greater the influence on customer orientation. The results showed that emotional intelligence had an effect on customer orientation, and in the relationship between resilience and customer orientation, the mediating effect of emotional intelligence showed partial mediating effects of self-efficacy, cause analysis, impulse control, and empathy. The results also showed that active conductivity had a fully mediating effect.
Abstract
The aim of this study is to analyze the effect of resilience, emotional intelligence, and customer orientation on employees of franchise hair salons. The subjects were employees of franchise hair salons, and analysis of the final 330 questionnaires was performed using the SPSS 21.0 statistical program. The results of analysis of the relationship between resilience and emotional intelligence showed that higher self-efficacy, active challenge, and impulse control had an effect on emotional intelligence. Results regarding the relationship between resilience and customer orientation, self-efficacy, impulse control, and empathy showed that the higher the value, the greater the influence on customer orientation. The results showed that emotional intelligence had an effect on customer orientation, and in the relationship between resilience and customer orientation, the mediating effect of emotional intelligence showed partial mediating effects of self-efficacy, cause analysis, impulse control, and empathy. The results also showed that active conductivity had a fully mediating effect.
참고문헌 (31)
- 안채리, "헤어샵 종사자의 회복탄력성이 조직시민행동과 정서적 몰입에 미치는 영향", 대한미용학회지, 17(2), pp.187~195 (2021), 대한미용학회[DOI]
- 안채리, "고객불량행동이 헤어샵 종사자의 직무태도에 미치는 영향 - 감성지능의 조절효과를 중심으로 -", 대한미용학회지, 17(1), pp.59~70 (2021), 대한미용학회[DOI]
- Baron RM, "The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations", J Pers Soc Psychol, 51, pp.1173~1182 (1986)[DOI]
- 변현수, "감성지능과 감정노동의 관계에서 회복탄력성의 매개효과 분석", 로고스경영연구, 19(2), pp.97~114 (2021), 한국로고스경영학회[DOI]
- Chang SK, "The effects of resilience on happiness in beauty industry employees", Doctor, Department of Beauty Design, pp.2018
- 최지현, "일개 지역 간호대학생의 성인애착과 회복탄력성의 관계: 감성지능의 매개효과", 경북간호과학지, 26(1), pp.15~24 (2022), 간호과학연구소[DOI]
- 정규엽, "호텔직원의 감성지능이 조직시민행동과 이직의도에 미치는 영향: LMX 조절효과를 중심으로", 외식경영연구, 11(4), pp.419~444 (2008), 한국외식경영학회
- Gu Q, "Teachers resilience: a necessary condition for effectiveness", Teaching and Teacher Educ, 23, pp.1303~1316 (2007)[DOI]
- Hong SD, "The effect of service providers' resilience and psychological burnout according to the cultural empathy on customer orientation: moderating effects of emotional intelligence", Doctor, Department of Business Administration, pp.2018
- Jang YS, "A actual condition the market for franchise hair salon", Master, Department of Major in Cosmetic & Beauty, pp.2008
- 정희영, "헤어미용사의 회복탄력성이 조직몰입에 미치는 영향", 한국미용학회지, 26(2), pp.402~410 (2020), 한국미용학회
- 정숙희, "미용실 헤어분야 종사자들의 감정노동과 사회 심리적 스트레스가 고객 지향성에 미치는 영향", 대한미용학회지, 8(1), pp.33~38 (2012), 대한미용학회[DOI]
- Kim BY, "A study on the present condition of employees service training in franchise beauty salons", Master, Department of Beauty Art, pp.2011
- Kim CG, "The effects of school principals emotional leadership, teachers emotional intelligence and job satisfaction on teachers school organizational commitment", Doctor, Department of Education, pp.2008
- Kim Hye Sun, "The effect of social support and resilience on happiness of child care teachers", Master, Department of Early Childhood Education, pp.2022
- 김지영, "헤어살롱 종사자의 회복탄력성, 고객지향성, 직무만족의 관계", 한국미용학회지, 26(4), pp.733~742 (2020), 한국미용학회
- 김지영, "서비스 제공자의 감정노동이 고객지향성에 미치는 영향 : 종업원과 고객의 관점을 중심으로", 박사, 경영학과, pp.2014
- 김남희, "간호대학생의 감성지능, 사회적지지가 회복탄력성에 미치는 영향", 한국산학기술학회논문지, 20(3), pp.194~202 (2019), 한국산학기술학회[DOI]
- "Franchise statistics"[URL]
- 권나경, "특급호텔 종사자의 감성지능과 회복탄력성이 서비스지향성에 미치는 영향", 관광레저연구, 29(11), pp.313~330 (2017), (사)한국관광레저학회
- Lee HY, "A study on the influence of transformational leadership on organizational effectiveness: based on the moderator of lead’s emotional intelligence", Doctor, Department of Business Administration, pp.2004
- Lee JH, "A study on the relationship among special school teacher’s burnout, job satisfaction and resilience", Doctor, Department of Special Education, pp.2013
- 이진영, "외상사건을 지각한 간호사의 외상 후 스트레스, 회복탄력성 및 재직의도와의 관계", 성인간호학회지, 34(4), pp.403~412 (2022), 한국성인간호학회[DOI]
- Nunnally JC, "Psychometrics theory", pp.225~255 (1978), McGraw-Hill
- 박혜선, "항공사 승무원의 감성지능이 고객지향성에 미치는 영향 : 지식공유에 대한 매개효과를 중심으로", 한국콘텐츠학회 논문지, 22(1), pp.444~455 (2022), 한국콘텐츠학회[DOI]
- 박윤희, "피부미용종사자의 회복탄력성이고객지향성에 미치는 연구", 한국인체미용예술학회지, 19(3), pp.151~160 (2018), 한국인체미용예술학회[DOI]
- 노준익, "사회적 기업 구성원의 회복탄력성, 직무소진, 고객지향성 간의 구조적 관계", 사회적가치와 기업연구, 13(3), pp.193~214 (2020), 사단법인 사회적기업학회[DOI]
- 심지현, "콜센터 상담사들의 직무스트레스가 조직몰입에 미치는 영향: 회복탄력성의 조절효과를 중심으로", Journal of The Korean Data Analysis Society, 22(4), pp.1401~1411 (2020), 한국자료분석학회[DOI]
- AMOS statistical analysis method required for writing a thesis, "SPSS", pp.2015, Song JJ
- 양수미, "프랜차이즈미용실의 서비스속성이 고객만족도 및 고객충성도에미치는 영향에 관한 연구", 한국미용학회지, 24(2), pp.349~362 (2018), 한국미용학회
- 유은성, "미용실 유형별 미용 서비스 마케팅 믹스 요인이 고객 만족에 미치는 영향- 프랜차이즈·일반·1인 미용실을 중심으로 -", 대한미용학회지, 14(4), pp.497~506 (2018), 대한미용학회[DOI]