서비스 실패상황에서 여행기업 종사원의 감성지능이 서비스회복노력에 미치는 영향 - 고객지향성의 매개효과를 중심으로 - = The effect of Travel Agent Employees` Emotional Intelligence on Service Recovery Efforts in Service Failure Situation - Focused on Mediating Effect of Customer Orientation -

다국어 초록 (Multilingual Abstract)

The purposes of this study were to investigate the effect of employees travel agent emotional intelligence on emotional intelligence and service recovery efforts in travel agency. The data was collected from 309 employees in travel agency which were located in Seoul. And then it was analyzed by using a SPSS WIN 12.0 version of software package and used for the analysis such as frequency analysis, factor analysis and multi - regression. The emotional intelligence(use of emotion, regulation of emotion, other’s emotional appraisal, self-emotional appraisal) has been conceptually and empirically demonstrated to be related to organizational performance in travel agent. Furthermore, The emotional intelligence was positively related to customer orientation and service recovery efforts. Also, customer orientation acted a part mediator between emotional intelligence and service recovery efforts. This result was showed that it were of great importance factors to effective human resource management on emotional intelligence and service recovery efforts. Therefore, it is deeply needed to study that the concept of emotional intelligence and service recovery efforts.