외식업체 종업원의 감성지능이 서비스 품질과 직무성과에 미치는 영향

Food service franchises have to understand and analyze customer behavior to increase the rate of their revisitation for the purpose of sustainable growth. In this sense, it is necessary to figure out the essential factors with regard to customers when they use food service franchise. In this study, researcher focused employee who direct encounter with customers. This study examined the factor which is emotional intelligence how effect on service quality and job performance through job competency. The development of research model is based on the literature of the preceding research analysis in emotional intelligence and service quality. By examining casual relationship, survey has executed to customers who used food service. From June 1. 2016 to June 30, 248 questionnaires were distributed with food service customer. 240 responses were collected for empirical analysis except the missing and wrong value responses. This data were used for structural equation modeling analysis. The results indicated that emotional intelligence has positive effect on job competency. Also, job competency has positive effect on service quality and job performance. Based on empirical result, researcher provide managerial implementation and limitations.