특급호텔 종사원의 감성지능이 직무만족과 고객지향성에 미치는 영향

다국어 초록 (Multilingual Abstract)

The purposes of this study were to understand the influence of staff`s emotional intelligence in deluxe hotel upon job satisfaction and customer orientation. Based on total 283 employees obtained from the empirical research, this study reviewed reliability and fitness of research model and verified total 5 hypotheses with AMOS program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, χ2=391.832(p<0.001), df=238, CMIN/DF=1.646, GFI=0.903, AGFI=0.843, NFI=0.884, CFI=0.942, RMSEA=0.046, TLI=0.929. The model`s fit, as indicated by these indexes, was deemed satisfactory, thus it provided a good basic for testing the hypothesized paths. SEM resulted that the other`s emotion appraisal(β 0.209, p<0.005), and use of emotion appraisal(β 0.250, p<0.05) showed a positive influence on job satisfaction. Also, job satisfaction(β-0.420, p<0.001) had a positive significant influence on customer orientation. Limitations and future research directions are also discussed.

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