국제 e-비즈니스 환경에서 감성지능이 조직몰입, 고객지향성, 이직의도에 미치는 영향

Abstract

This study is to investigate the emotional intelligence’s effects on turnover intention and customer orientation with the mediating role of organizational commitment in global e-business environment. Sampling frame of this study is the flight attendants who are working for national airlines in Korea. This author tried to figure out structural and causal relationships among emotional intelligence, organizational commitment, customer orientation and turnover intention. The author conducted data collection of effective 207 samples from airline cabin crew. AMOS 18.0, which is the statistical tool for structural equation modeling, and SPSS 18.0 were used for hypothesis tests and data description in this research. The results of this study are as follows. First, emotional intelligence had a significant direct impact on organizational commitment and customer orientation. Second, organizational commitment has a positive effect on turnover intention. This paper showed that the higher emotional intelligence was acknowledged, the higher organizational commitment and customer orientation was acknowledged. Third, there was no causal relationship between emotional intelligence and turnover intention directly. Finally, the author concluded that organizational commitment completely mediated the relationship between emotional intelligence and turnover intention. But organizational commitment partially mediated the relationship between emotional intelligence and customer orientation. Organizational commitment is a key variable in the mediating relationships among emotional intelligence, turnover intention and customer orientation. This is the theoretical contributions for following academic disciplines. And with the viewpoint of practical implications, this study implied that domestic airlines should provide flight attendants with emotional support training program in order to gear up their organizational commitment and customer orientation.