• Journal of Distribution Science
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• v.20 no.9
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• pp.109-126
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• 2022

Purpose: The role of salespersons' emotions in effective selling behavior garners attention among scholars and practitioners. Previous studies have investigated the effects of emotional intelligence and emotional labor on sales success separately. However, to understand the whole process, the relationships among salespersons' cognition, emotions, and behaviors should be considered simultaneously. Accordingly, we uniquely examined how salespersons' emotional intelligence (emotional antecedent) and customer orientation (cognitive antecedent) influence their emotional labor (deep acting vs. surface acting), adaptive selling behavior, and the selling results in the retail environment. Research design, data, and methodology: To improve methodological rigor, we used the dyadic approach. We measured 182 salespersons' emotional intelligence, customer orientation, and emotional labor, and 364 customers assessed the salespersons' adaptive selling behavior and selling results in the insurance and duty-free department retailing sectors. Result: The findings suggest that salespersons' customer orientation and emotional intelligence relate to deep-acting of emotional labor, affecting their adaptive selling behavior and relationship quality with customers. Conclusions: As for managerial implications, sales managers may well consider emotional intelligence levels when selecting salespersons in the retail industry. Additionally, practical training programs are required to cultivate customer orientation, emotional intelligence, and deep acting while performing emotional labor.

• Journal of Distribution Science
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• v.10 no.10
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• pp.17-24
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• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.

• Culinary science and hospitality research
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• v.22 no.1
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• pp.126-134
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• 2016

This study examines effect in customer satisfaction of the emotional intelligence of members at service providing department in the hotel; A case of five star hotels in Dajeon Research hypotheses were developed based on previous literature, and data were collected from 350 employees working at the hotel restaurant service business located in Daejeon, ROK, were investigated herein The collected data were then analysed using frequence reliability For this research analysis, a self-recording method was used where and examiner explains the survey and respondents writhen down their answers to survey questions Statistical processing in this study was done through data cidubg and data cleaning then with the SPSS(Statistical Package for Social Science)v. 18.0. This result the emotional intelligence of service-providing employees at food service department of hotel was found to have a positive effect on customer satisfaction via understanding of others and emotional control. And the understanding of oneself, understanding of others and emotional control in emotional intelligence had a positive effect on job satisfaction. Emotional control, and emotioal use were found to affect organizational commitment positively.

• Journal of Korean Society for Quality Management
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• v.48 no.3
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• pp.361-379
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• 2020

Purpose: The purpose of this study was to investigate the relationship between employee authenticity and customer loyalty. This study also examined whether rapport positively mediated the above relationship. In addition this study address the moderating role of customer emotional intelligence in the relationship between employee authenticity and rapport. By developing moderated a mediation model, we addressed indirect conditional effect of customer emotional intelligence on the relationship between employee authenticity and customer loyalty via rapport. Methods: The survey data was collected by customers who used various services in Korea. The main hypotheses were tested using a cross-sectional design, with questionnaires administered to 292 customers. Results: The result of empirical analysis has shown that employee authenticity was significantly positively related to customer loyalty. We have also found that rapport positively mediated the relationship between employee authenticity and customer loyalty. While there was a significant moderating effect of customer emotional intelligence on the relationship between employee authenticity and rapport, the moderated mediating role of customer emotional intelligence was found. Conclusion: The results provide useful theoretical and practical implications to the organizations and managers who want to improve customer loyalty. Future research directions with the limitation of the study were discussed.

• Journal of Digital Convergence
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• v.19 no.10
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• pp.203-208
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• 2021

This study is to investigate the impact of emotional intelligence of online shopping mall call center counselor on customer orientation. The SPSS 25.0 ststistics program was applied for the empirical analysis 148(87.05%)of 170 copies are used for final data analysis. The implications of results are as follows. First, use of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Second, other's emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Third, self emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Fourth, regulation of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation.

• Culinary science and hospitality research
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• v.23 no.8
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• pp.145-152
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• 2017

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.

• The Journal of the Korea Contents Association
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• v.14 no.3
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• pp.401-413
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• 2014

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'.

• The Journal of the Korea Contents Association
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• v.22 no.1
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• pp.444-455
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• 2022

The purpose of this study is to examine the roles of emotional intelligence and knowledge sharing, while focusing on the customer orientation of flight attendants, to identify the strategies to improve the quality of services provided by flight attendants. For this purpose, the researcher examined the relationships between emotional intelligence and customer orientation, as well as the impact of knowledge sharing in the process. The survey was conducted over three weeks from May 6, 2021, to May 27, 2021, and the 426 questionnaires recovered were analyzed using statistical software programs SPSS 23.0 and AMOS 23.0. The findings of this study are as follows; First, the emotional intelligence of flight attendants had a positive impact on customer orientation. Second, the emotional intelligence of flight attendants had a positive impact on knowledge sharing. Third, the knowledge sharing of flight attendants had a positive impact on customer orientation. Fourth, in the relationship between the emotional intelligence of flight attendants and their customer orientation, knowledge sharing had a significant mediating effect. Based on the findings of this study, it would be possible to consider support strategies for organizations, including the training programs for enhancing the emotional intelligence of flight attendants and a corporate culture in which knowledge sharing can be promoted.

• The Journal of the Korea Contents Association
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• v.20 no.5
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• pp.653-664
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• 2020

The first purpose of this study is to understand the impact of the emotional intelligence of golf coaches on customer citizenship behavior. The second is to verify the moderating effects of gender roles in the relationship between emotional intelligence and customer citizenship behavior. In order to achieve the research purposes, 5 indoor and outdoor golf driving ranges were selected in Cheongju, and 318 customers were selected as the objects. SPSS 22.0 and AMOS 21.0 software was used. The following were identified as the result of the analysis. First, besides 'Emotional Control' and 'Helping Others' all four sub-factors of the golf coach's emotional intelligence had a noticeable influence on customer citizenship behavior. Second, the influence of emotional intelligence differed according to the gender of coaches. In the case of male coaches, emotional intelligence had an impact on all factors except transmission. In the case of women, it was found that feedback, helping others and emotional control had an impact on all factors except transmission. Therefore, these results show that in-depth research on the emotional intelligence of golf coaches is required. They also suggest that there will be a need to study how the gender of the coach affects customer citizenship behavior.

• Proceedings of the Korean DIstribution Association Conference
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• 2007.08a
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• pp.127-158
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• 2007

This study discusses salespersons' emotional intelligence, one of the key abilities necessary to meet customers' needs effectively, and express positive emotions in frequent interactions with customer. Emotional intelligence refers to self-controllability and social ability emphasizing pro-social aspect and understanding of others. This study investigates how salespersons' emotional intelligence affects adaptive selling and positive emotional expression during the process of interaction with customers, and how such adaptive selling and positive emotional expression affects the quality of service perceived by customers. The results show that greater salespersons' emotional intelligence results in better adaptive selling and positive emotional expression. Such adaptive selling and positive emotional expression had significant effects on the quality of service perceived by customers. These results are important in that they address emotional intelligence as salespersons' emotional ability, which has been overlooked as an antecedent variable for improving adaptive selling and display of positive emotion, consequently provide another factor to help salespersons improve their selling behavior.