항공사와 호텔의 서비스제공자 감성지능이 서비스회복노력에 미치는 영향: 셀프리더십과 서비스지향성 매개효과 검증

This study was to examine the relationship between emotional intelligence, self-leadership, service-orientation andservice recovery efforts of hotel and airline employees. The data were collected from the front-line employees whowork for the 2 major airline and five star hotels in Seoul. Exploratory factor analysis, confirmatory factor analysis,correlational analysis and structure equation model analysis were conducted to test proposed hypotheses with 250responses. The results showed that emotional intelligence positively influenced self-leadership. Especially, SEA(selfemotion appraisal) was extracted as an important factor. In the relationship between emotional intelligence andservice-orientation, SEA and OEA(others' emotion appraisal) had significant effects on service-orientation effort. Andin the relationship between emotional intelligence and service recovery efforts, the OEA appeared to have a positiveeffect on service recovery efforts. Additionally, both self-leadership and service-orientation was found to serve asmediators. These results showed that the front-line employees' competence in emotional level is more important thanother factors. Thus, the service company should support the employees to release their work-stress. Furthermore, theresults can be expected to offer the new paradigm for the front-line service employees emotional importance duringthe service delivery process.