The Role of Emotional Intelligence in the Interaction Process between Service Agents and Clients

• 발행기관: 한국인사조직학회
• 저자명: Shaila Sharmin Sung Han Jeong Dong Soo Park
• 간행물 정보: 『한국인사조직학회 발표논문집』한국인사조직학회 2013년도 하계학술연구발표회 발표논문집, 1~21쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.06.30

영문 초록

This study attempts to explore both direct and indirect effects of emotional intelligence in the interaction process between service agents and clients on four types of emotional labor strategy and three dimensions of burnout. We proposed a research design with antecedents and consequences regarding the emotional labor process. By making use of regression analysis, we could argue that emotional intelligence plays a significant role in the emotional labor process. The results indicate that emotional intelligence directly relates to both emotional labor strategy and burnout. However, it seems that emotional intelligence only partially moderates the relationship between emotional labor strategy and burnout. This research contributes to expanding the area of emotional labor strategy by looking into the emotional intelligence of service agents. The theoretical and practical implications of "emotional intelligence" for the selection of service workers are discussed with recommendations for future research.

목차

Abstract

Introduction

Literature review

Research model and hypotheses

Method

Emotional intelligence

Burnout

Results

Discussion

Conclusion

References

키워드

Emotion emotional intelligence emotional labor burnout emotional labor strategy