초록 열기/닫기 버튼
The purpose of this study is to specify the effects of ‘emotional intelligence’ and ‘resilience’ on the ‘service orientation,’ and provide useful information for hotels to enable efficient human resource management. To this end, this study targeted hotel employees and analyzed 280 valid samples and conducted multiple regression analysis and simple regression with SPSS 22.0. The study results can be summarized as follows. First, ‘understanding of emotion’ and ‘use of emotion’ of ‘emotional intelligence’ turned out to be an influence on ‘resilience,' ‘control of emotion,’ but had no 'effect,’ and thus this hypothesis was partially adopted. Second, ‘understanding of emotion’ and ‘use of emotion’ of ‘emotional intelligence’ turned out to be an influence on ‘service orientation,’ but ‘control of emotion’ had no effect, and thus this hypothesis was partially adopted. Third, ‘resilience’ turned out to be a significant influence on service ’orientation.'
키워드열기/닫기 버튼
hotel employee, emotional intelligence, resilience, service orientation
