여행사의 맥락에서 고객 지향 및 서비스 복구노력에서의 감성 지능의 효과

Abstract

This study examines the effects of emotional intelligence on service recovery efforts based on the capability of employees as service providers in travel agencies. The study also verifies the mediating role of customer orientation in the relationship between emotional intelligence and service recovery efforts. For this, the employees of travel agencies in Korea, were considered for the sample, and a field survey was conducted November 11 to December 10, 2014. A total of 380 individuals were provided with the questionnaire, and with those responses with missing data excluded, a total of 310 responses were obtained for the analysis. According to the results, the four dimensions of emotional intelligence, namely applying emotions, controlling emotions, understanding others’ emotions, and understanding one’s own emotions, had positive effects on customer orientation, which in turn had a positive effect on service recovery efforts. Customer orientation mediated the relationship between emotional intelligence and service recovery efforts. The results indicate that travel agency employees’ emotional intelligence had considerable influence on their customer orientation and service recovery efforts in a practical manner. In addition, customer orientation moderated the relationship between emotional intelligence and service recovery efforts. Some limitations and avenues for future research are discussed.