Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
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The Impact of the Hotel Customer-Contact Service Employees’ Empowerment on Cognitive Flexibility and Job Commitment: The Mediated-Moderation Effect of Emotional Intelligence
- Journal of Tourism Sciences
- Abbr : JTS
- 2018, 42(4), pp.133-147
- DOI : 10.17086/JTS.2018.42.4.133.147
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
김은중 1, Joonho Moon 2, Lee, Chung-hun 1
1세종대학교
2강원대학교
Excellent Accredited
ABSTRACT
The present research aims to investigate the chained relationships between empowerment, cognitive flexibility, and job commitment by focusing on hotel customer-contact service employees. More importantly, this study attempts to examine the mediated-moderation effect of emotional intelligence in a sense that empowered service employees with a high capability of understanding and utilizing their own and others’ emotions are more likely to carry out cognitive flexibility in problem-solving and thus enhance their commitment to their jobs. To this end, this study surveyed customer-contact service employees working at five-star hotels located in Seoul and its metropolitan area. A total of 288 questionnaires were used for the analysis. A mediated-moderation analysis with bootstrapping was carried out to test the proposed hypotheses. The results show that there is a virtuous circle relationship between empowerment, cognitive flexibility, and job commitment, and this relationship is positively moderated by the employees’ emotional intelligence. Theoretical and practical implications are discussed with research limitations and future research directions. This study contributes to the human resources management literature domain as well as offers practical implications for the hospitality industry.
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