Effect of Emotional Intelligence on Customer Orientation among Flight Attendants - moderating effect of social support - :사회적 지원의 조절효과

Seon-Hee Ko; Jeong-Min Park

Effect of Emotional Intelligence on Customer Orientation among Flight Attendants - moderating effect of social support -

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국내 항공사 승무원의 감성지능이 고객지향성에 미치는 영향 : 사회적 지원의 조절효과

Type: Academic journal

Author: Seon-Hee Ko (서원대학교) Jeong-Min Park (대구공업대학교)

Journal: The Korea Contents Society JOURNAL OF THE KOREA CONTENTS ASSOCIATION Vol.14 No.3 KCI Accredited Journals

Published: 2014.3

Pages: 401 - 413 (13page)

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Effect of Emotional Intelligence on Customer Orientation among Flight Attendants - moderating effect of social support -

Research history (5)

2016

The Effect of Emotional Intelligence on LMX, TMX and Innovative Behavior among flight attendants

Ko Seon Hee , 관광연구 2016.10 Academic journal

2015

The effects of Corporate Social Responsibility on Organizational Identification and Customer Orientation by Flight Attendants

Seon-Hee Ko JOURNAL OF THE KOREA CONTENTS ASSOCIATION 2015.08 Academic journal

2014

Effect of Emotional Intelligence on Customer Orientation among Flight Attendants - moderating effect of social support -

Seon-Hee Ko , Jeong-Min Pa , k JOURNAL OF THE KOREA CONTENTS ASSOCIATION 2014.03 Academic journal

2013

Effect of Emotional Labor on the Burnout and Organizational Commitment among Flight Attendants

Seon-Hee Ko JOURNAL OF THE KOREA CONTENTS ASSOCIATION 2013.07 Academic journal

The Effect of Emotional Labor on the Burnout and Organizational Commitment among Flight Attendants

고선희 한국서비스경영학회 학술대회 2013.05 Proceeding

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The principal objective of this study is to examine the relationship between the emotional intelligence and customer orientation in airline service context. Moreover, this study was designed to test the moderating effect of social support to provide fundamental and practical data for airline industry. In this study, 2 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 233 flight attendants was surveyed and a total of 214 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional intelligence was divided into "self-emotional appraisal", "other"s emotional appraisal", "regulation of emotion" and "use of emotion" according to the literature review. Analysis showed that emotional intelligence has partial effect on customer orientation accordingly. Secondly, social support has partial moderating effects between emotional intelligence and customer orientation. Continuous and systematic training program which build up team work should be conducted to administer "emotional intelligence".

#감성지능 #고객지향성 #사회적지원 #Emotional Intelligence #Customer Orientation #Social Support

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Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구설계
Ⅳ. 실증분석
Ⅴ. 결론 및 시사점
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고선희

Affiliation 서원대학교

Fields Social Science > Business Management Social Science > Tourism

Articles 28 Usage 7,692

박정민

Affiliation 경운대학교

Fields Interdisciplinary Studies > Interdisciplinary Research TOP 10% Medicine and Pharmacy > Basic Medicine > Preventive Medicine·Occupational and Environmental Medicine

Articles 17 Usage 3,757

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