Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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Effect on Customer Satisfaction of the Emotional Intelligence of Members at Service Providing Department in the Hotel; A Case of Five Star Hotels in Daejeon

  • Received : 2015.12.10
  • Accepted : 2016.01.01
  • Published : 2016.01.31
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Abstract

This study examines effect in customer satisfaction of the emotional intelligence of members at service providing department in the hotel; A case of five star hotels in Dajeon Research hypotheses were developed based on previous literature, and data were collected from 350 employees working at the hotel restaurant service business located in Daejeon, ROK, were investigated herein The collected data were then analysed using frequence reliability For this research analysis, a self-recording method was used where and examiner explains the survey and respondents writhen down their answers to survey questions Statistical processing in this study was done through data cidubg and data cleaning then with the SPSS(Statistical Package for Social Science)v. 18.0. This result the emotional intelligence of service-providing employees at food service department of hotel was found to have a positive effect on customer satisfaction via understanding of others and emotional control. And the understanding of oneself, understanding of others and emotional control in emotional intelligence had a positive effect on job satisfaction. Emotional control, and emotioal use were found to affect organizational commitment positively.

Keywords

References

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