The question of whether emotional intelligence(EI) is required for tour conductors (TC) has attracted broad interest. This paper seeks to examine the effect of emotion intelligence(EI) on pro-social behavior and quality of service delivery in travel service. The survey was administered in 10 travel agencies in Seoul, Korea. Overseas tour conductors of the group package tour participated in the survey and a total of 207 returned questionnaires were used for data analysis. Regression analysis revealed several significant relationships between the variables. Specifically, Perceived Self-emotion appraisal and Use of emotion were significantly related to self-reported service delivery performance. Also, Other’s emotion appraisal and Management of emotion were significantly related to self-reported pro-social behaviors. And variables of pro-social behaviors were positively effected on the service delivery level of tour conductors. From a practical perspective, it is beneficial for tour conductors to attend activities and training to learn how to interact with others to develop what are often considered interpersonal skills and how to manage the emotion. To improve the competence of TC's EI, it is necessary to act the training programme for EI. This study has a number of limitations that needs to be addressed in future research. This study used cross-sectional examination. Future research should use a more appropriate method when available. In addition, it is necessary to study on other variety effect factors of emotion intelligence.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 감성지능(Emotional Intelligence) 2. 친사회적 행동 3. 서비스 제공수준 Ⅲ. 조사 설계 1. 연구모형 2. 가설 설정 3. 개념 정의와 설문 구성 4. 자료수집 Ⅳ. 실증분석 결과 1. 신뢰도 및 요인분석 2. 가설 검증 결과 Ⅴ. 결론 참고문헌
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