ABSTRACT

This study was conducted to understand the relationship among emotional exhaustion, job satisfaction, and emotional intelligence of hotel front desk employees. The importance of this study are focusing on only the hotel front desk employees, and dividing emotional intelligence items into four dimensions. Surveys were carried out at 12 five-star hotels in Seoul. Emotional exhaustion was negatively related with “use of emotion.” “Others’ emotion appraisal” had a positive moderating effect between emotional exhaustion and job satisfaction. To raising job satisfaction, improving the ability to use of emotions for constructive activities, and perceiving and understanding the emotions of others are necessary.

摘要

进行这项研究是为了了解酒店前台员工的情绪疲惫，工作满意度和情绪智力之间的关系。这项研究的重要性仅集中于酒店前台员工，并将情绪智力项目划分为四个维度。在首尔的12家五星级酒店进行了调查。情绪疲惫与“情绪使用”负相关。“他人的情绪评估”在情绪疲惫和工作满意度之间具有积极的调节作用。为了提高工作满意度，提高对情感进行建设性活动的能力，以及感知和理解他人的情感是必要的。