여행사 직원 의 감정 노동 과 고객 지향 적 판매 행동 에서 감성 지능 의 조절 효과 연구 - earticle 
 여행사 직원 의 감정 노동 과 고객 지향 적 판매 행동 에서 감성 지능 의 조절 효과 연구 
 A Study on the Relation between Travel Agency Worker ' s Emotional Labor and Their Customer - Oriented Selling Behavior : Focusing on the moderating effect of emotional intelligence 
 pp . 283 - 307 
 최현묵 , 허성 란 
 https : / / www . earticle . net / Article / A 202886 
 This study was conducted in order to examine travel agency workers ’ emotional labor according to the job characteristics of travel agencies and the effects of such emotional labor on travel agency workers ’ customer ‐ oriented selling behavior , to identify the moderating role of emotional intelligence for resolving cognitive dissonance reduction experienced by the workers in this process , and ultimately to spotlight the importance of emotional intelligence . The results of empirical analysis on the hypotheses formulated in this study are summarized as follows . First , job autonomy , job routineness and job feedback were found to have a positive effect on external behavior and internal behavior in travel agency workers ’ emotional labor . Second , with regard to the effect of emotional labor on customer ‐ oriented selling behavior , both external behavior and internal behavior in emotional labor had a positive effect on customer ‐ oriented selling behavior . Fourth , with regard to the effect of emotional labor on customer ‐ oriented selling behavior , emotional intelligence played a moderating role between external behavior and customer ‐ oriented selling behavior , but not between internal behavior and customer ‐ oriented selling behavior . In conclusion , The results of this study suggest that travel agencies , which are highly dependent on human resources , should consider emotional intelligence in selecting their workers and improve the workers ’ emotional intelligence through education and training . 
 2 . 감정노동 의 선행 변수 
 3 . 고객 지향 적 판매 행동 
 4 . 감성 지능 
 3 . 변수 의 정의 및 측정 변수 
 Job Characteristics . Emotional Labor . Customer - Oriented Selling Behavior . Emotional Intelligence . 
 최현묵 [ Hyunmook Choi | ( 주 ) 프리미엄 패스 인터 네 셔 널 MICE 사업 본부 본부 장 ] 
 허 성란 [ Sungran Hor | 동아 대학교 국제 관 광학 과 조교수 ] 교신 저자