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KMID : 1145120190170020199
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Asian Journal of Beauty and Cosmetology
2019 Volume.17 No. 2 p.199 ~ p.209
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Emotional Intelligence, Customer Orientation, and the Organizational Performance of Hair Salon Workers
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Yeo Yi-Ju
Park Eun-Jun
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Abstract
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Purpose: This study investigated the effects of emotional intelligence on the customer orientation and organizational performance of hair salon workers and the effects of customer orientation on their organizational performance. Through our research, we recognized the importance of emotional intelligence for hair salon workers, and we have suggested methods of management that are likely to be more effective.
Method: Data from 239 questionnaires administered to hair salon workers in the Seoul and Gyeonggi areas were analyzed using frequency and reliability analyses by employing SPSS 22.0. Further, confirmatory factor analysis and structural equation model analysis were performed on the data using AMOS 21.0.
Results: Emotional intelligence had a significant effect on customer orientation and organizational performance, and customer orientation had a significant effect on organizational performance.
Conclusion: The implications of this study include the necessity to manage emotional intelligence efficiently and to create an atmosphere where workers can recognize and express themselves as they are. Further, workers need systemic and educational support to maximize their ability to utilize their full emotional range.
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KEYWORD
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Hair salon, Worker, Emotional intelligence, Customer orientation, Organizational performance
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