여행업 종사자의 감성지능과 직무만족에 관한 연구
A Study on the Effects of Emotional Intelligence on Job Satisfaction in Travel Agencies
0
조회
0
다운로드
3
인용
0
참고문헌
초록
The Focus of the study is to show the critical importance of effective emotional intelligence to job satisfaction, communication in its relationship and role conflict. we also investigated the impact of communication in its relationship and role conflict as moderators of the relationship between emotional intelligence and job satisfaction to understand the influence of communication in its relationship and role conflicts. The result suggest that the emotional intelligence had a significant influence on the communication in its relationship and role conflict except for job satisfaction. the proposed interaction effects between emotional intelligence and communication in its relationship on job satisfaction are also supported.
Abstract
The Focus of the study is to show the critical importance of effective emotional intelligence to job satisfaction, communication in its relationship and role conflict. we also investigated the impact of communication in its relationship and role conflict as moderators of the relationship between emotional intelligence and job satisfaction to understand the influence of communication in its relationship and role conflicts. The result suggest that the emotional intelligence had a significant influence on the communication in its relationship and role conflict except for job satisfaction. the proposed interaction effects between emotional intelligence and communication in its relationship on job satisfaction are also supported.
참고문헌 (65)
- 고봉주, "교육장의 역할기대와 역할 수행분석 연구", 박사, pp.2000
- 김광근, "호텔기업에서 촉진적 의사소통이 직업존중감과직무스트레스에 미치는 영향", 관광연구, 21(1), pp.131~151 (2006), 대한관광경영학회
- 김기영, "외식기업의 조직문화가 직무만족과 조직몰입에 미치는 영향", 관광연구저널, 28(9), pp.179~189 (2014), 한국관광연구학회
- 김대권, "호텔종사원 직무만족 요인에 관한 이론적 고찰", 한국관광정책학회, 6(3), pp.179~202 (2000)
- 김성민, "호텔 종사원의 직무착근도와 역할스트레스원이 직무만족, 조직몰입 및 이직의도에 미치는 영향", 박사, 호텔관광경영학, pp.2008
- 김판영, "국외여행인솔자의 감성지능이 친사회적 행동, 서비스 제공수준에 미치는 영향", 관광경영연구, 18(1), pp.21~39 (2014), 관광경영학회
- 김천서, "패밀리레스토랑 직원의 역할갈등,모호성이 직무성과와 직무만족에 미치는 영향", 석사, 관광경영학, pp.2001
- 김태훈, "직업무용단원의 의사소통과 조직유효성의 관계", 박사, 스포츠사회학, pp.2006
- 박경규, "혁신행동의 선행요인과 결과요인에 관한 연구", 경상논총, 30(4), pp.95~119 (2012), 한독경상학회
- 박동혁, "프렌차이즈 슈퍼바이즈의 역할갈등이 직무만족과 이직의도에 미치는영향 : 커피프렌차이즈를 중심으로 실증분석", 석사, pp.2013
- 박인용, "개인의 역할갈등과 직무태도에 관한 연구", 석사, pp.1984
- 박희일, "여행업종사자의 경력특성이 경력만족과 직무만족에 미치는영향", 관광경영연구, 13, pp.95~ (2001)
- 배은주, "H호텔종사원의 감정노동과 감성지능이 직무스트레스에 미치는 영향", 석사, 기업교육전공, pp.2012
- 송기현, "직장인의 의사소통 능력과 의사소통 만족도가 직무만족에 미치는 영향", 석사, 교육상담전공, pp.2013
- 송대남, "컴퓨터 매개를 통한 조직내 커뮤니케이션이 직무만족에 미치는 영향에 관한 연구", 석사, 정책이론, pp.2004
- 신영섭, "외식업체 직원의 감성지능이 직무만족과 조직몰입에 미치는 영향", 석사, pp.2015
- 연제익, "조직내 구성원의 커뮤니케이션 능력과 커뮤니케이션 만족, 직무만족및 조직 일체감과의 관계", 석사, pp.2005
- 이학종, "조직행동의 이해와 관리" (2014), 오래
- 李松玉, "敎師의 役割葛藤과 學校組織 效果性의 關係 硏究", 석사, 교육행정, pp.1998
- 오석홍, "인사행정론" (2013), 박영사
- 오종철, "호텔기업의 팔로워십이 직무만족과 서비스품질에 미치는 영향에 관한 연구: 커뮤니케이션 환경을 중심으로", 관광연구, 24(1), pp.141~164 (2009), 대한관광경영학회
- 유정선, "여행기업의 의사소통환경이 종사원만족과 이직의도에 미치는 구조적 영향분석", 관광연구, 29(3), pp.157~179 (2014), 대한관광경영학회
- 윤선영, "항공사 객실승무원의 감성지능이 직무만족과 조직시민행동에 미치는 영향", 한국항공경영학회지, 12(6), pp.3~21 (2014), 한국항공경영학회
- 직원의 열정을 불러일으키는 정서적 소통, "채준호", 삼성경제연구소, ~ (2010)
- 최석봉, "감성지능, 직무만족, 자기효능감이 조직시민행동에 미치는 영향 - 대학병원 간호사를 중심으로 -", 인적자원관리연구, 19(5), pp.73~94 (2012), 한국인적자원관리학회
- 최철수, "여행사 종사원의 상사특성이 조직침묵, 직무만족, 조직몰입에 미치는 영향", 관광경영연구, 18(3), pp.353~370 (2014), 관광경영학회
- 최현묵, "여행사 직원의 감정노동과 고객지향적 판매행동에서 감성지능의 조절효과 연구", 관광경영연구, 17(2), pp.283~307 (2013), 관광경영학회
- 함규정, "리더의 감성지능이 팀내 정서적 갈등, 응집성 및 창의성에 미치는 영향", 인적자원관리연구, 15(4), pp.265~284 (2008), 한국인적자원관리학회
- 임상헌, "호텔 종사원이 지각하는 역할갈등이 직무만족에 미치는 영향 -조직후원인식의 조절효과-", Tourism Research, 39(3), pp.69~90 (2014), 한국관광산업학회
- Abraham, R, "Emotional intelligence in organizations: A conceptua liza- tion", Genetic, Social. and General Psychology Monographs, 125(2), pp.209~224 (1999)
- Ashforth, B., "Emotional labor in service roles : The influence of identity", Academy of management review, 18(1), pp.88~115 (1995)
- Baron, R, "Baron EQ-I technical manual Toronto" (1997), Psychological Assessment Resource
- Cameli, A, "The relationship between emotional intelligence and work attitude, behavior and outcomes : An examination among senior managers", Journal of Managerial Psychology, 18(8), pp.788~813 (2003)
- Cote, S., "Emotional intelligence, cognitive intelligence and job performance", Administrative Science Quarterly, 51(1), pp.1~28 (2006)
- Cooly, R., "Competence in communication: A multidisciplinary approach" (1984), Sage
- Cooper, R., "Executive EQ : Emotional Intelligence in Leadership and Organization", pp.1997, Grosset
- De, Dreu. C., "Task versus relationship conflict, team Performance, and team member satisfaction : A Meta-analysis", Journal of Applied Psychology, 88(4), pp.741~749 (2003)
- Down, C., "A factor analytic study of communication satisfaction", The Journal of Business Communication, 14(3), pp.63~73 (1977)
- Dulewicz, V., "Measuring emotional intelligence; Content, construct and criterion-related validity", Journal of Managerial Psychology, 18(5), pp.405~420 (2003)
- Gardner, "Multiple intelligences : the theory in practice" (1993), Basic Books
- Goleman, D, "Emotional intelligence" (1995), Bantam books
- Goleman, D, "Working with Emotional intelligence" (1998), Bantam books
- Goleman, D., "Primal Leadership : Learning to lead with emotional intelligence" (2002), Harvard business School Press
- Giller, J, "Taming the organization", Human Resource development International, 4, pp.217~233 (2001)
- Hammer, M., "Relationship of role conflict and role ambiguity to job involvement measures" (1974), Prentice Hall Inc
- Madlock, P, "Employee satisfaction : An examination of supervisors’ communication competence", Human Communication, 11(1), pp.87~100 (2008)
- Mile, E., "Job level as a systemic variable in predicting the relationship between supervisory communication and job satisfaction", Journal of Occupational and Organizational Psychology, 69(3), pp.277~292 (1996)
- Monge, P., "Communication yearbook 5" (1982), Transaction Books
- Muhammad, A., "Impact of role Ambiguity on Job Satisfaction, Mediating Role of Job Stress", International Journal of Academic Research in Accounting Finance and Management Sciences, 3(3), pp.28~39 (2013)
- Nikolić, M., "The relationships between communication satisfaction. emotional intelligence and the GLOBE organizational culture dimensions of middle managers in Serbian organizations", Jeems, 19(4), pp.387~412 (2014)
- Ouyang, Z., "Organizational justice and job insecurity as mediators of effect of emotional intelligence on job satisfaction : A study from China", Personality and Individual Differences, 76, pp.147~152 (2015)
- Petrovici, A., "The role of emotional intelligence in building interpersonal communication skills", Procedia–Social and Behavioral Sciences, 116, pp.1405~1410 (2014)
- Pincus, J, "Communication satisfaction, job satisfaction and job performance", Human Communication Research, 12(3), pp.395~419 (1986)
- Pinkley, R, "Dimensions of conflict frame : Disputant interpretations of conflict", Journal of applied Psychology, 75(2), pp.117~126 (1990)
- Putnam, L., "Emotion in organizations" (1993), Sage
- Rizzo, J., "Role conflict and ambiguity in complex organizations", Administrative Science Quarterly, 15, pp.150~163 (1970)
- Salovey, P., "Emotional Intelligence. Imagination", Cognition and Personality, 9(3), pp.185~211 (1990)
- Simons, T., "Task conflict and relationship conflict in top management teams : The pivotal role of intragroup trust", Journal of Applied Psychology, 85(1), pp.102~111 (2000)
- Steele, G., "Supervisor-Subordinate Communication Competence and Job and Communication satisfaction", International Journal of Business Communication, 52(3), pp.294~318 (2015)
- Szilagyi, A., "Organizational behavior and performance" (1990), Scott, Foresman and Company
- Thorndike, E, "The measurement of Intelligence" (1920), Bureau of Publications. Teacher’s College. Columbia University
- Van Roy, D., "Emotional Intelligence : A Meta-Analytic Investigation of predictive Validity and Nomological Net", Journal of Vocational Behavior, 65(1), pp.71~95 (2004)
- Wong, C., "The effects of leader and follower emotional intelligence on performance and attitude", The Leadership Quarterly, 13(3), pp.243~274 (2002)
- Yang, J., "Decoupling task and relationship conflict : The role of intragroup emotional processing", Journal of organizational behavior, 25(5), pp.589~605 (2004)
- Zeidner, M., "Emotional intelligence in the workplace : A critical review in applied Psychology", An International Review, 53(3), pp.371~399 (2004)
