서비스접점 호텔 종사원의 감정지능에 관한 연구 = 내부마케팅과 외부마케팅의 통합적 접근

다국어 초록 (Multilingual Abstract)

The purpose of this study was to identify whether a customer-contact hotel employee`s emotional intelligence influenced their positive emotion expression and its authenticity, and whether positive emotion expression and its authenticity influenced customers` satisfaction with hotel F&B service encounter. This study also showed how the customers` satisfaction influenced their loyalties. This study offered an opportunity available for examining the internal marketing of selection, training, and socialization with external marketing from the integrative perspective. Data were collected from customer-contact hotel employees and customers who had experienced services from the employees at hotel F&B service encounter. A total of 184 questionnaires were analyzed using structural equation modelling. The research findings are as follows; Firstly, self-awareness, the regulation of self-emotion, self-motivation, empathy, and social skill respectively influenced positive emotion expression and its authenticity. Secondly, the employee`s positive emotion expression and its authenticity influenced customers` satisfaction. Thirdly, customer satisfaction influenced loyalty. Based on these research findings, hotel companies are advised to hire employees of high emotional intelligence. Hotel management was advised to train enough the employees of low emotional intelligence to socialize and improve their intelligence.