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KMID : 1159320130150020113
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Korean Journal of Vision Science
2013 Volume.15 No. 2 p.113 ~ p.125
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A Study on the Effect of Optician’s Emotional Intelligence on Customer Satisfaction -Focused on the Parameters of the Customer Orientation- )
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Lee Seung-Il
Kim In-Kyu
Baek Jang-Ho
Song Koung-Yong
Lee Cheol-Woo
Jun Jin
Ryu Geun-Chang
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Abstract
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Purpose: The purpose of this research is to review the relationship among emotional intelligences, customer orientation, and customer satisfaction, targeting opticians working at optical chain stores. Method: This study designed the research model based on the preceding researches about emotional intelligences, customer orientation, and customer satisfaction, and deducted a hypothesis concerning them. In the pursuit of this purpose, this study conducted a survey targeting 248 opticians working at A optical chain stores and empirically analyzed 240 valid questionnaires. Results: The results of this study are as follows. Firstly, when the relationships between 4 specifically-subdivided emotional intelligences of the optician and customer orientation are examined, the result shows that self-knowledge of their own sensibilities, sensibility-control, and sensibility-utilization have positive influences on customer orientation. Secondly, it appears that customer orientation of the optician affects validly and positively on customer satisfaction. Thirdly, it is confirmed that only the self-knowledge of their own sensibilities plays the part-mediation role on the customer satisfaction after the examination of the mediating role of customer orientation on the relationship between emotional intelligences and customer satisfaction. Conclusions: According to this study, it is recognizable that if the proprietors of the optical chain stores try to develop and manage not only opticians’cognitive competence but also their sensibility, the performance of them can be increased.
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KEYWORD
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emotional intelligence, customer orientation, customer satisfaction
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