초록 열기/닫기 버튼
The purpose of this study was to investigate the effect of restaurant employee's emotional intelligence on group cohesiveness, organizational commitment, and customer orientation. Following Baron and Kenny's(1986) guidelines, the current study also examined a mediating effect of group cohesiveness and organizational commitment on customer orientation. The results of empirical analysis showed that four factors of emotional intelligence had a significant effect on group cohesiveness; emotional utilization and emotional regulation were positively associated with organizational commitment; and group cohesiveness and organizational commitment significantly affected customer orientation. In addition, the results of mediation tests revealed that group cohesiveness was a partial mediator in the relationship between three factors of emotional intelligence and customer orientation; group cohesiveness acted as a full mediator in the relationship between emotional regulation and customer orientation; and organizational commitment partially mediated the effect of emotional intelligence on customer orientation. Implications and suggestions for future research were discussed.
키워드열기/닫기 버튼
Emotional Intelligence, Group Cohesiveness, Organizational Commitment, Customer Orientation
