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The Influence of Hotel Staff`s Emotional Intelligence on Innovative Behavior: The Mediating Effect of Self-efficacy
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호텔 직원의 감성지능이 혁신행동에 미치는 영향 : 자기효능감의 매개효과

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Type
Academic journal
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Journal
Korea Tourism Research Association International Journal of Tourism and Hospitality Research Vol.29 No.12 KCI Accredited Journals
Published
2015.12
Pages
91 - 103 (13page)

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The Influence of Hotel Staff`s Emotional Intelligence on Innovative Behavior: The Mediating Effect of Self-efficacy
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This study identified the hotel staff`s emotional intelligence and how it affects the self-efficacy and innovative behavior. In addition, we want to determine the mediating effects of self-efficacy. Based on the literature review, some attributes were derived for this study; such as emotional intelligence, self-efficacy, innovative behavior. In this study, 267 valid questionnaires, which were investigated from the staffs of 10 five-star hotels, were used in the frequency analysis, reliability and confirmatory factor analyzes, correlation analysis, structural equation modeling. In the results of this study,it was verified that self-emotion appraisal, other`s emotion appraisal, emotion regulation and use of emotion, which are sub-factors of emotional intelligence, affected self-efficacy. Additionally, the self-efficacy had significant effect on innovative behavior. On the other hand, the emotional self-understanding in the sub-factors of emotional intelligence only affected the innovative behavior significantly. However, in the result of measuring indirect effects, other`s emotion appraisal, emotion regulation, use of emotion had significant impact on innovative behavior through self-efficacy. Thus, the leader of the hotel try to make the maximizing profits, which is achieved through customer revisit, using a emotional management and marketing. And, it is verified that the hotel staff`s self-efficacy; through the hotel staff`s emotional capability, exchange of role and understanding customer sensitivity; are required for increasing the successful emotional management.
#감성역량 #감성지능 #자기효능감 #혁신행동 #Emotional Capability #Emotional Intelligence #Innovative Behavior #Self-efficacy

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UCI(KEPA) : I410-ECN-0101-2016-326-002716974