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

국내 항공사 승무원의 감성지능이 고객지향성에 미치는 영향 -사회적 지원의 조절효과-

  • Received : 2014.01.03
  • Accepted : 2014.02.10
  • Published : 2014.03.28

Abstract

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'.

Keywords

Emotional Intelligence;Customer Orientation;Social Support

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