프랜차이즈 헤어미용실 종사자의 회복탄력성과 고객지향성의 관계에서 감성지능의 매개효과

The aim of this study is to analyze the effect of resilience, emotional intelligence, and customer orientation on employees of franchise hair salons. The subjects were employees of franchise hair salons, and analysis of the final 330 questionnaires was performed using the SPSS 21.0 statistical program. The results of analysis of the relationship between resilience and emotional intelligence showed that higher self-efficacy, active challenge, and impulse control had an effect on emotional intelligence. Results regarding the relationship between resilience and customer orientation, self-efficacy, impulse control, and empathy showed that the higher the value, the greater the influence on customer orientation. The results showed that emotional intelligence had an effect on customer orientation, and in the relationship between resilience and customer orientation, the mediating effect of emotional intelligence showed partial mediating effects of self-efficacy, cause analysis, impulse control, and empathy. The results also showed that active conductivity had a fully mediating effect.