美學勞務、情緒商智與工作績效行為之研究

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/23347

Title:	美學勞務、情緒商智與工作績效行為之研究
Authors:	劉雅琪
Contributors:	企業管理學系企業實務管理數位學習碩士在職專班
Keywords:	美學勞務 esthetics service 情緒商智 emotional intelligence 工作績效行為 Job Performance
Date:	2012
Issue Date:	2012-10-18 09:05:52 (UTC+8)
Abstract:	美學勞務是目前在服務產業中逐漸受到重視的一種特殊的技能，因為在服務提供的過程中員工帶給客戶的第一印象常常都會影響到員工服務提供的滿意度及最終的工作績效行為。因此本研究以美學勞務作為研究的自變數，來探討員工美學勞務與工作績效之間的關係，並且以情緒商智行為作為研究的干擾變數，以期進一步來分析出情緒商智對美學勞務與工作績效的干擾效果。本研究的研究對象為中華電信營業單位的客服人員，共發放170份問卷，並獲得144份有效問卷樣本分析結果顯示出，員工美學勞務的表現與工作績效之間呈正向關係，在加入情緒商智作為干擾變數後，發現情緒商智對於美學勞務與工作績效間的影響關係為不顯著。 The esthetics service was the special and value in the service industry. When people provide the service to customer, the first image for customer was most important and it would be to influence the customer satisfaction and job performance. The research was using esthetics service for independence variable to show the relationship between esthetics service and Job Performance. To find the emotional intelligence for esthetics service and Job Performance’s interference result. The research target is the customer service department of Chunghwa Telecom Co., Ltd. The total questionnaire was one hundred and seventy, and the valid questionnaire was one hundred and forty-foure. We used hierarchical regression analysis to find the below situation: the personnel’s esthetics service with job Performance’ relationship is forward. But emotional intelligence with esthetics service and Job Performance relationship was unremarkable.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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