한식 레스토랑 종사자의 감성지능이 지식공유에 의한 고객지향성에 미치는 영향

Abstract

The purpose of this study is to understand the effect of the emotional intelligence of Korean food restaurant employees on knowledge sharing and customer orientation to recognize a source of competitive advantage in the food service industry. In order to reach the research purpose, a survey was conducted targeting the employees working in Korean food restaurant companies. The results are as follows: first, employees' understanding of others' emotions among the four dimensions of emotional intelligence positively and significantly influences knowledge sharing. Second, knowledge sharing has a positive and significant effect on customer orientation. Third, employees' understanding of others' emotions positively and significantly influences customer orientation. The results suggest that employees are more likely to actively share knowledge if they increase their ability to observe, understand, and regulate others' emotions. In addition, this study found that they are more likely to engage in customer-oriented behaviors that are appropriate to customers' needs due to their increased understanding of customers. Furthermore, this study suggests practical implications that efforts should be made to improve Korean restaurant workers' understanding of their own emotions, emotion regulation, and emotion utilization. This study provides theoretical and practical implications that can be applied to effective human resource management of Korean restaurants.