서비스접점 호텔 종사원의 감정지능에 관한 연구:내부마케팅과 외부마케팅의 통합적 접근

The purpose of this study was to identify whether a customer-contact hotel employee's emotional intelligenceinfluenced their positive emotion expression and its authenticity, and whether positive emotion expression and itsauthenticity influenced customers' satisfaction with hotel F&B service encounter. This study also showed how thecustomers' satisfaction influenced their loyalties. This study offered an opportunity available for examining theinternal marketing of selection, training, and socialization with external marketing from the integrative perspective. Data were collected from customer-contact hotel employees and customers who had experienced services from theemployees at hotel F&B service encounter. A total of 184 questionnaires were analyzed using structural equationmodelling. The research findings are as follows; Firstly, self-awareness, the regulation of self-emotion,self-motivation, empathy, and social skill respectively influenced positive emotion expression and its authenticity. Secondly, the employee's positive emotion expression and its authenticity influenced customers' satisfaction. Thirdly,customer satisfaction influenced loyalty. Based on these research findings, hotel companies are advised to hireemployees of high emotional intelligence. Hotel management was advised to train enough the employees of lowemotional intelligence to socialize and improve their intelligence.