國際觀光旅館員工的情緒智慧重要嗎?以情緒智慧調節組織氣候、服務品質與績效表現之關係研究

DOES EMPLOYEES' EMOTIONAL INTELLIGENCE IN THE INTERNATIONAL TOURIST HOTELS MATTER? EMOTIONAL INTELLIGENCE AS A MODERATOR OF ORGANIZATIONAL CLIMATE, SERVICE QUALITY AND JOB PERFORMANCE

許順旺(Shun-Wang Hsu) ； 張姮燕(Heidi H. Chang) ； 吳紀美(Chi-Mei Wu) ； 陳冠霖(Kuan-Lin Chen)

《商管科技季刊》 17卷4期 (2016/12) Pp. 435-466

摘要

本研究以台灣地區國際觀光旅館之員工為研究對象，探討員工所知覺到的組織氣候、服務品質與績效表現之間的關聯性，並探討情緒智慧是否會對組織氣候、服務品質與績效表現之關係產生調節效果。研究採便利抽樣方式進行問卷調查，受測對象為國際觀光旅館工作滿一年以上之員工及其直屬主管。直線主管與員工以1比5配對方式，填答員工之服務品質與績效表現。問卷發放主管及員工各500份，回收有效配對問卷450份。研究結果顯示組織氣候對服務品質及績效表現均有顯著的正向影響；服務品質對績效表現有顯著的正向影響；服務品質會對組織氣候與績效表現間產生中介效果；情緒智慧對組織氣候與服務品質，以及服務品質與績效表現間產生調節效果。

關鍵字

組織氣候 ； 服務品質 ； 績效表現 ； 情緒智慧

並列摘要

This research aimed to explore the relationship among international tourist hotel employees' perceived organizational climate, service quality and job performance in Taiwan. It also examined the moderating effect of emotional intelligence on the relationship between organizational climate and service quality, as well as service quality and job performance. Questionnaire survey was used to collect data via convenience sampling. Sample matching method was applied so that direct managers were invited to evaluate service quality and job performance of their subordinate employees. There were 500 questionnaires sent to manager-level and 500 to the employees who worked in the international tourist hotels more than one year. A total of 450 valid matching questionnaires were received from manager-level and employees. The results showed that: (1) organizational climate had a positive relationship on service quality and job performance; (2) service quality had a positive relationship on job performance; (3) service quality had mediating effects on the relationship between organizational climate and service quality, as well as service quality and job performance; (4) emotional intelligence had moderating effect on the relationships between organizational climate and service quality, as well as the relationships between service quality and job performance.

並列關鍵字

Organizational Climate ； Service Quality ； Job Performance ； Emotional Intelligence

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