Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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The Influence of Hotel Restaurant Employee's Emotional Intelligence on Organizational Commitment and Customer Orientation

호텔레스토랑 종사원의 감성지능이 조직몰입과 고객지향성에 미치는 영향관계에 대한 연구

  • Yang, Dong-Hwi (Dept. of Food Service & Culinary Management, Kyonggi University)
  • 양동휘 (경기대학교 일반대학원 외식조리관리학과)
  • Received : 2017.11.13
  • Accepted : 2017.12.13
  • Published : 2017.12.30
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Abstract

This study was performed to verify the importance of emotional aspect for hotel employees to derive the organizational commitment and customer orientation. Present study estimated the emotional intelligence as four factors: self emotion, other emotion, emotional utilization, and emotional regulation. Online survey method was used and distributed the questionnaires to hotel employees who are working for restaurants. A total of 300 questionnaires were distributed and 257 participants were employed for statistical analysis using SPSS 21.0 and AMOS 21.0 for Windows. As results, two factors(emotional utilization and emotional regulation) were significant antecedents of organizational commitment, and three factors(self emotion, other emotion, and emotional utilization) were critical predictors of customer orientation. In addition, organizational commitment has significantly influenced the customer orientation. According to the results of this study, hotel restaurant managers or hotel company need to understand the importance of the emotional intelligence for providing better service to their customers as well as improving the organizational commitment. These results will contribute to develop advanced marketing strategics for hotel restaurants employees who have many connections with customers in a hotel.

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References

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