A Study on the Effect of Communication Competence and Emotional Intelligence of Service Providers on the Service Recovery Effort for Customer Complaints (서비스 제공자의 의사소통능력과 감성지능이 고객 불만 상황 시 서비스회복노력에 미치는 영향에 관한 연구)

나윤서; 박정호

A Study on the Effect of Communication Competence and Emotional Intelligence of Service Providers on the Service Recovery Effort for Customer Complaints

Journal of Tourism Sciences
Abbr : JTS
2012, 36(4), pp.255-281
Publisher : The Tourism Sciences Society Of Korea
Research Area : Social Science > Tourism

나윤서 ¹, 박정호 ²

¹백석대학교
²세종대학교

Accredited

ABSTRACT

The purpose of this study is to examine to what extent the communication competence and emotional intelligence of service providers affect the service recovery effort following unexpected customer complains, which can occur to the employees of service companies while performing their job. For this purpose, the study was conducted based on a total of 250 effective samples from a survey carried out for the services providers from the cabin crews of two large domestic airlines and five super deluxe hotels in Seoul. The investigation of causality among the sub-factors of the constructs, including emotional intelligence, communication competence, and service recovery effort, shows that emotional intelligence has a positive effect on communication competence and service recovery effort. In addition, communication competence has a positive relationship with service recovery effort. The findings demonstrate the necessity of training programs to develop and manage the emotional intelligence of the employees at the management level, and provides practical implication to improve service quality of service companies, including the effort at the personal level.

KEYWORDS

Communication competence, Emotional intelligence, Service recovery

Citation status

* References for papers published after 2023 are currently being built.

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