Effect of Emotional Intelligence on Customer Orientation among Flight Attendants -moderating effect of social support-

Ko, Seon-Hee; Park, Jeong-Min

doi:10.5392/jkca.2014.14.03.401

Cited by 3 publications

(1 citation statement)

References 12 publications

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“…Ko and Park (2014) found that flight attendants with high EI had stronger customer orientation. Ko et al (2013) determined that flight attendants' EI positively improved job satisfaction and organizational commitment.…”

Section: Emotional Intelligence (Ei) and Commitment To Customer Servimentioning

confidence: 98%

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

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Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among preflight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first study on pre-flight attendants' EI, this study contributes to the existing body of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.

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Section: Emotional Intelligence (Ei) and Commitment To Customer Servimentioning

confidence: 98%

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

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Emotional Intelligence, Customer Orientation, and the Organizational Performance of Hair Salon Workers

Yeo¹,

Park²

2019

Asian J Beauty Cosmetol

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Purpose: This study investigated the effects of emotional intelligence on the customer orientation and organizational performance of hair salon workers and the effects of customer orientation on their organizational performance. Through our research, we recognized the importance of emotional intelligence for hair salon workers, and we have suggested methods of management that are likely to be more effective. Methods: Data from 239 questionnaires administered to hair salon workers in the Seoul and Gyeonggi areas were analyzed using frequency and reliability analyses by employing SPSS 22.0. Further, confirmatory factor analysis and structural equation model analysis were performed on the data using AMOS 21.0. Results: Emotional intelligence had a significant effect on customer orientation and organizational performance, and customer orientation had a significant effect on organizational performance. Conclusion: The implications of this study include the necessity to manage emotional intelligence efficiently and to create an atmosphere where workers can recognize and express themselves as they are. Further, workers need systemic and educational support to maximize their ability to utilize their full emotional range.

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국제 e-비즈니스 환경에서 감성지능이 조직몰입, 고객지향성, 이직의도에 미치는 영향

박혜영¹

2016

The E-Business Studies

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Effect of Emotional Intelligence on Customer Orientation among Flight Attendants -moderating effect of social support-

Cited by 3 publications

References 12 publications

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Emotional Intelligence, Customer Orientation, and the Organizational Performance of Hair Salon Workers

국제 e-비즈니스 환경에서 감성지능이 조직몰입, 고객지향성, 이직의도에 미치는 영향

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