호텔 종사원의 감성지능과 직무성과의 관계에서 고객지향성의 매개효과

Abstract

The purpose of this study is to analyze the effect of emotional intelligence of hotel employees on job performance and the mediating effect of customer orientation, and to suggest a desirable management plan to improve the service quality of hotel employees. 264 questionnaires were used for empirical analysis targeting employees of 4-star and 5-star hotels located in Seoul. The collected data were collected using SPSS 21.0. For verification, frequency analysis, validity analysis, reliability analysis, multiple regression analysis, Baron & Kenny mediating effect 3-step analysis, and Sobel’s Z test were performed. First, in the relationship between emotional intelligence of hotel employees and job performance, understanding others’ emotions, emotional utilization, and emotional control were found to have a positive (+) effect. Second, as a result of verifying the mediating effect of customer orientation, understanding others’ emotions was found to have an indirect positive (+) effect on job performance by mediating customer orientation. Therefore, when hiring hotel employees, it is very important to hire people who can understand others' emotions well and control their own emotions. It is also necessary to develop a curriculum to improve emotional intelligence capabilities and provide systematic education.