호텔종사원의 감성지능이 조직몰입과 고객지향성에 미치는 영향: 직무만족의 매개효과를 중심으로

Abstract

This study identified the influence relationship between emotional intelligence, organizational commitment and customer orientation of hotel employees, and established a research theory on the mediating effect of job satisfaction among relationship between them in order to conduct empirical analysis.<BR>All four factors of emotional intelligence (emotional utilization, self-sensitivity, emotional control, and other sensitivity) have significant effects on organizational commitment, and three factors of emotional intelligence (self-sensitivity, emotional control, and other person-sensitivity) have been shown to have significant effects on customer orientation. It is meaningful that this study helped generalize the research model that established the structural relationship between concepts by checking the influence relationship between emotional intelligence, organizational commitment and customer orientation of hotel employees, and confirmed the mediated effect of job satisfaction on the influence relationship between emotional intelligence and organizational commitment and customer orientation.