The Effects of Emotional Intelligence on Job Satisfaction and Customer Orientation of Hotel Employees: Moderating Effect of Value Sharing

The purpose of this study is to examine the relationship between emotional intelligence (EI), job satisfaction, and customer orientation on hotel employees. Moreover, this study was designed to test the moderating effect of employees’ value sharing to provide practical resources for a hotel. In this study, 4 hypotheses based on literature reviews were introduced. A sample of 300 hotel employees was surveyed and a total of 241 usable questionnaires were analyzed. Then the data was analyzed utilized multiple regression analysis through the use of the SPSS program. The results are as follows: First, EI had partial effects on job satisfaction. Second, EI was a significantly positive effect on employees’ customer orientation. Third, employees’ job satisfaction had a significantly positive effect on customer orientation. Lastly, employees’ value sharing had partial moderating effects between EI and customer orientation. The results of this study may contribute to the better understanding of EI with value sharing of employees to increasing the customer orientation in the hotel.