패션제품 판매원의 감정부조화와 감정지능이 친사회적 행동에 미치는 영향 - 백화점 판매원을 중심으로 -
* 본 문서는 배포용으로 복사 및 편집이 불가합니다.
서지정보
ㆍ발행기관 : 복식문화학회
ㆍ수록지정보 : 복식문화연구 / 22권 / 5호
ㆍ저자명 : 이경복, 정명선
ㆍ저자명 : 이경복, 정명선
영어 초록
This research aimed to examine the effect of emotional dissonance and emotional intelligence on the prosocial behavior of fashion salespeople in department stores, and whether emotional intelligence mediates the relationship between emotional dissonance and prosocial behavior. Moreover, we aimed to suggest a method to improve the prosocial behavior of salespeople as a strategy to obtain a continuous competitive advantage in an increasingly competitive fashion distribution environment. This research was conducted through a questionnaire survey, and 345 responses were collected from department store salespeople for the final analysis. First, the analysis results showed that the emotional dissonance of salespeople arose from their dealings with their organization and with customers. Prosocial behavior was deduced to be a factor of the cooperation with coworker and extra-role customer service. The emotional intelligence was deduced to be a factor of the use of emotion, regulation of emotion, self-emotion appraisal, and others'emotion appraisal. Second, with a higher level of emotional dissonance against the organization, there was less cooperation with coworker, while a higher emotional dissonance against customers resulted in increased cooperation with coworker. Third, it appeared that with a higher level of emotional dissonance against the organization, there was a higher utilization of use of emotion, self-emotion appraisal, and others'emotion appraisal of emotional intelligence. Fourth, as the regulation of emotion, self-emotion appraisal, and use of emotion were higher, there was more cooperation with coworker, whereas an increase in the utilization of one's own emotion and emotional control resulted in a higher level of extra-role customer service. Finally, emotional intelligence has a significant mediating effect between emotional dissonance and prosocial behavior. The above results suggest that for department stores to improve the prosocial behavior of their sales staff requires the establishment of a method to enhance the emotional intelligence of the staff. The results also indicate that there is a need for department stores to prepare a systemic tool to enable them to select people with a high degree of emotional intelligence when recruiting salespeople.참고 자료
없음"복식문화연구"의 다른 논문
1990~2013년 기사로 분석한 럭셔리 주얼리 브랜드의 국내 이벤트 유형 및 역할11페이지
패션 브랜드 모바일 SNS의 특성이 브랜드 애착 및 브랜드 충성도에 미치는 영향에 관한 연구14페이지
패션 브랜드 SNS의 특성, 관계의 질 및 구매의도의 관계 - 페이스북(Facebook)을 중심으로..14페이지
유방암 수술을 받은 여성의 의복추구혜택에 관한 탐색적 연구11페이지
성인 남성의 객체화 신체의식에 따른 외모관리행동 연구14페이지
현대 패션디자인에 표현된 모듈러 시스템의 구조방식18페이지
웹 2.0 시대 패션에 나타난 남성의 자아이미지 - 퍼스널 패션블로그를 중심으로 -16페이지
패스트 패션 브랜드에 대한 소비자 의사결정 연기의 선행변수17페이지
자기주장성과 외모만족이 심리적 안녕감에 미치는 영향15페이지
조선시대 다회장의 분포 및 도구에 관한 연구16페이지