- P-ISSN2765-6934
- E-ISSN2765-7027
- KCI
Multi-dimensional Emotional Intelligence Effects on Intrinsic/Extrinsic Motivation and Job Satisfaction: Analysis Using Laborer Perceived Organizational Support
조희영 (장안대학교)
이원동 (장안대학교)
Abstract
Purpose – Based on previous studies, this study extends current research and investigates whether the sub-factors of emotional intelligence increase job satisfaction or employee intrinsic and extrinsic motivation and perceived organizational support. Research design, data, and methodology – This study categorizes service employees' (consultants) emotional intelligence into four sub-factors: regulation of emotion, appraisal of emotion, utilization of emotion, and expression of emotion. The study then investigates the sub-factor effects on job satisfaction. A total of 353 valid questionnaires were collected. Results – The results of the path analysis showed that appraisal, utilization, and expression of emotion had a positive effect on intrinsic motivation, and utilization of emotion had a positive effect on extrinsic motivation. Extrinsic motivation had a positive effect on perceived organizational support and job satisfaction, and perceived organizational support had a positive effect on job satisfaction. Conclusion – As consultants' utilization of emotion is rendered as the ability to use emotion to improve performance, the conclusion is that such factors as monetary performance incentives are important in order to boost job satisfaction of the consultants.
- keywords
- Emotional Intelligence, Motivation, Job Satisfaction
참고문헌
Argyle, M., & Martin, M. (1991). The Psychological Causes of Happiness. Subjective well-being: An interdisciplinary perspective. 77-100.
Albrecht, K., & Zemke, R. (1985). Service America. IL: Homewood.
Amabile, T. M., Hill, K. G., Hennsessey, B. A. (1994). The Work Performance Inventory: Assessing Intrinsic and Extrinsic Motivational Orientations. Journal of Personality and Social psychology, 66(5), 14-23.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(January), 71-84.
Bolton, R. N., & Drew, J. H. (1991). A Multistage Model of Customers' Assessments of Service Quality and Value. Journal of Consumer Research, 17(4), 375-384.
Bozionelos, N., & Kiamou, K.(2008). Emotion Work in the Hellenic Frontline Service Environment: How it Relates to Emotional Exhaustion ana Work Attitude. The International Journal of Human Resource Management, 19(6), 1108-1130.
Che, Seo-Il (2002). Social Research Method and Analysis. Seoul: Hakhyunsa.
Claessens, B. J. C., van Eerde, W., Rutte, C. G., & Roe, R. A.(2004). Planning Behavior and Perceived Control of Time at Work. Journal of Organizational Behavior, 25(8), 937-950.
Cordes, C. L., & Dougherty, T. W. (1993). A Review and an Integration of Research on Job Burnout. Academy of Management Review, 18(4), 621–656.
Deci, E. I. (1972). Intrinsic Motivation, Extrinsic Reinforcement, and Inequity. Journal of Personality and Social Psychology, 22, 113-120.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D.(1986). Perceived Organizational Support. Journal of Applied Psychology, 71, 500-507.
Eisenberger, R., Fasolo, P. & Davis, L. V.(1990). Perceived Organizational Support and Employee Diligence, Commitment, and Innovation. Journal of Applied Psychology, 75, 51-59.
Fineman, S. (1996). Emotion and organizing. In S. Clegg, C. Hardy & W. Nord (Eds), Handbook of organization studies. London: Sage.
Folkman, S. (1984). Personal Control and Stress and Coping Processes: A Theoretical Analysis. Journal of Personality and Social Psychology, 46(4), 839-852.
Fried, Y. (1991). Meta-analytic Comparison of the Job Diagnostic Survey and Job Characteristics Inventory as Correlates of Work Satisfaction and Performance. Journal of Applied Psychology, 76(5), 690-697.
Goldenberg, I., Matheson, K., & Mantler, J. (2006). The Assessment of Emotional Intelligence: A Comparison of Performance-based and Self-report Methodologies. Journal of Personality Assessment, 86(1), 33-45.
Grandey, A. A. (2003). When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery. Academy of Management Journal, 46(1), 86-96.
Greenglass, E. R., Burke, R. J., & Moore, K. A. (2003). Reaction to Increased Workload: Effects on Professional Efficacy of Nurses. Applied Psychology, An International Review, 52(4), 580-597.
Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
Judge, T. A., Thoresen, C. J., Bono, J. E., & Patton, G. K.(2001). The Job Satisfaction –Job Performance Relationship:A Qualitative and Quantitative Review. Psychological Bulletin, 127(3), 376-407.
Kang, Gi-Du (2014). Service Marketing (3rd eds.). Seoul: Booknet.
Komaki, J., Collins, R. L., & Pen, P. (1982). The Role of Performance Antecedents and Consequences in Work Motivation. Journal of Applied Psychology, 67(3), 334-340.
Leiter, M. P., & Maslach, C. (1988). The Impact of Interpersonal Environment on Burnout and Organizational Commitment. Journal of Organizational Behavior, 9(4), 297–308.
Maslach, C., & Jackson, S. E. (1981). The Measurement of Experienced Burnout. Journal of Occupational Behavior, 2(2), 99−113.
Mayer, J. D., & Salovey, P. (1997). What is Emotional Intelligence? In P. Salovey & D. Sluyter(Eds.), Emotional Development and Emotional Intelligence: Educational Implications (pp.3-31). New York: Basic Books.
Mulki, J. P., Lassk, F. G., & Jaramillo, F. (2008). The Effect of Self-Efficacy on Salesperson Work Overload and Pay Satisfaction. Journal of Personal Selling and Sales Management, 28(3), 285-297.
Peter, T., & Austion, N. (1985). A Passion for Excellence. New York: Random House.
Robinson, O. and Griffiths, A. (2005). Coping with the Stress of Transformational Change in a Government Department. Journal of Applied Behavioral Science, 41(2), 204-221.
Rogers, J. D., Clow, K. E., & Kash, T. J. (1994). Increasing Job Satisfaction of Service Personnel. Journal of Service Management, 8(1), 14-26.
Ryan, R. M., & Deci, L. (2000). Intrinsic and Extrinsic Motivations: Classic Definitions and New Directions. Comtemporary Educational Psychology, 25, 54-69.
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination. Cognition and Personality, 9(3), 185-211.
Scarpello, V., & Campbell, J. P. (1983). Job Satisfaction: Are All the Parts There?. Personnel Psychology, 36(3), 577-600.
Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J.,Cooper, J. T., Golden, C. J., & Dornheim, L. (1998). Development and Validation of a Measure of Emotional Intelligence. Personality and Individual Differences, 25(2), 167-177.
Spector, P. E. (1985). Job Satisfaction: Application, Assessment, Cause and Consequences. CA: Thousand Oaks, Sage. Publications
Totterdell, P., Holman, D. (2003). Emotion Regulation in Customer Service Role: Testing a Model of Emotional Labor. Journal of Occupational Health Psychology, 8(1). 55-73.
Yang, Hoe-Chang., & Lee, Young-Chul (2009). An Empirical Study in Relationship between Franchisor's Leadership Style and Franchisee's Revenue: Mediating Effect of Commitment and Moderating Effect of Motivation. Journal of Distribution Science, 7(4), 55-73.
Yoo, Jae-Won., Kwak, Won-Jon., & Shin, Ho-Chul (2014). The Antecedents and Consequences of Service Employee's Emotional Labor. Journal of Human Resource Management Research(JHMRR), 21(2), 49-64.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1-17.
- 다운로드 수
- 조회수
- 0KCI 피인용수
- 0WOS 피인용수