병원직원의 감성지능이 고객서비스 지향성에 미치는 영향

Influence of Emotional Intelligence on Customer Service Orientation Among Hospital Employees

The emotional intelligence of hospital employees is very important in that it can make the workers overcome negative psychological experiences imposed by internal and external stresses of the hospitals, and try to satisfy the needs and demands of the hospital customers. The purpose of this study is to examine the influence of the emotional intelligence on the customer service orientations of hospital employees. Hospital employees except doctors who worked in the two secondary general hospitals located in the Kyeonggi-do were included in this study. 73 people responded to the questionnaire out of 100. The frequency analysis, factor analysis, and reliability/validity analyses were performed by the statistical package SPSS version 12.0 for the hypothesis verification. The results showed that the emotional intelligence of the hospital employees had a positive influence on the customer service orientation. We recommend that the training and development programs for improving emotional intelligence of hospital workers should be emphasized.