셀프리더십, 서비스지향성, 의사소통능력이 서비스회복에 미치는 영향 - 감성지능 조절효과를 중심으로 -

This study aims to figure out a correlation between server’s ability for service recovery such as self-leadership, service directivity, communication ability and efforts of service recovery as a dependant variable and then effectiveness of an adjusting variable “emotional intelligence” within this relation. By verifying this relation, we’re trying to find out a cause for the enforced individual capability of a server and grope for how to develop competitiveness of service firms. Based on validated 250 samples from airline cabin-crews and service-encountering servers of one 5 star hotel in Seoul, conclusion was drawn through searching cause analysis, identical cause analysis, correctional analysis, regression analysis. As an analysis result of this study, the hypothesis is found true that independent variables such as self-leadership, service directivity, communication ability and so on give positive effect on efforts of service recovery. However,some hypothesis is shown that effectiveness of adjusting “emotional intelligence”seems statistically figurative. As a result, it is recommended that service firms should arrange educational program in order to enrich service directivity and communication ability and require both tangible and intangible support like self-leadership…etc to develop individual character and ability spontaneously. We consider that more specifically theoretic and practical result can be drawn if later, subordinate causes of emotion intelligence are classified and included in an analysis. Key Words : Self-leadership, Service