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http://dx.doi.org/10.14400/JDC.2021.19.10.203

An Empirical Study on the Emotional Intelligence and Customer Orientation Call center Consultants in e-Business Marketing  

Song, Hyung-Cheol (Dept. of E-business, Tongwon University)
Publication Information
Journal of Digital Convergence / v.19, no.10, 2021 , pp. 203-208 More about this Journal
Abstract
This study is to investigate the impact of emotional intelligence of online shopping mall call center counselor on customer orientation. The SPSS 25.0 ststistics program was applied for the empirical analysis 148(87.05%)of 170 copies are used for final data analysis. The implications of results are as follows. First, use of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Second, other's emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Third, self emotional appraisal, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation. Fourth, regulation of emotion, a subfactor of emotional Intelligence, has shown to have a significant positive effect on customer orientation.
Keywords
emotional intelligence; online shopping mall call center counselor; use of emotion; self emotional appraisal; other's emotional appraisal; regulation of emotion;
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