종사원의 감성지능이 조직유효성 및 고객지향성에 미치는 영향: 프랜차이즈 커피전문점을 중심으로

The purpose of this study was to investigate the influence of emotional intelligence of employees on organizational effectiveness and customer orientation in franchise coffee shops. Total 314 questionnaires for the customers who had experiences in franchise coffee shops, were employed for the empirical analysis. The collected data was analyzed by using the SPSS 20.0 Program. Major results are following. First, the understanding of self emotion, regulation of emotion, and understanding of other emotion had significant effects on organizational effectiveness while the use of emotion did not influence on organizational satisfaction. In addition, the use of emotion, understanding of self emotion, regulation of emotion, and understanding of other emotion on emotional intelligence had significant effects on the organizational commitment. Therefore, the hypothesis 1 was partially supported. Second, the job satisfaction and organizational commitment of organizational effectiveness had significant effects on the customer orientation, so the hypothesis 2 was supported. Last, the use of emotion and understanding of self emotion of emotional intelligence had statistically effects on the customer orientation while the regulation of emotion and understanding of other emotion was not statistically demonstrated in this study. Hence, the hypothesis 3 was partially supported.