호텔직원의 사회지능이 역할성과에 미치는 영향

Providing friendly customer service and being able to perform great teamwork with the colleagues are regarded as the key components and requirements to become a successful worker in the hotel industry. The purpose of this study is to examine the influence of social intelligence that is the ability to understand other people and respond appropriately to different social situations on workplace performance. This influential relationship is then hypothesized and analyzed, using two measurement scales: the Tromso Social Intelligence Scale which is comprised of social information processing, social skill, and social awareness, and the Role-Based Performance Scale which is comprised of job role, career role, innovator role, team role, and organization role. By using the convenient sampling method, the survey activities were conducted throughout 11 different hotels in Seoul, Daegu, and Busan. Data from 300 hotel employees was collected through a self-administrated, structured questionnaires. The results showed that social information processing has influences on all five role performance sub-scales, that social skill has influences on job role, career role, and team role, and that social awareness has an influence on team role. This result supports that social intelligence can be an efficient construct to predict in different individuals’ role performances. The theoretical and practical implications of the findings are discussed.