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http://dx.doi.org/10.5762/KAIS.2014.15.2.735

Impact of Flight Attendants' Emotional Intelligence on the Service Quality and Organization  

Jeon, Ji-Seon (Koreanair)
Chae, Gyu-Jin (Division of Hotel Culinary & Catering Management Chungwoon University)
Choi, Mun-Yong (Division of Hotel Hotel & Management Convention Chungwoon University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.15, no.2, 2014 , pp. 735-744 More about this Journal
Abstract
In this study, emotional intelligence which is defined as knowing yourself and other people's emotions and the ability to use regulation was judged as an important factor for the service quality implementation of aircraft crew members perform to work in special circumstances. And the purpose of this study is how emotional Intelligence affects job satisfaction and organizational loyalty. So we analyze the emotional intelligence of the K domestic airline crew in this study. This study showed that emotional intelligence affect high quality of service to perform the work well and contribute to job satisfaction. And job satisfaction has a positive impact on organizational loyalty also. Therefore, the ability of airlines to improve service quality as well as performing work also for the emotional intelligence to increase satisfaction and loyalty unplug staffs and it will require ongoing sensitivity training.
Keywords
Flight attendant; Emotional intelligence; Job satisfaction; Service quality performance;
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