探討銀行櫃枱人員之情緒智能及壓力知覺對工作滿意度與組織承諾之影響－以同事關係為干擾變數

過去有關銀行人員的情緒智能、壓力知覺等對工作滿意度及組織承諾的相關影響之研究，大多著重在其他服務業員工（如：專業領隊、空服員及客服人員等）與中、小學教師，鮮少以銀行櫃枱人員為研究對象，也未有以層級（個人層級、組織層級）為單位，並將同事關係加入作為干擾變數。本研究嘗試以銀行分行為單位，以銀行櫃枱人員自身的情緒智能與壓力知覺（個人層級）為自變數，工作滿意度及組織承諾為依變數，並以同事關係（組織層級）為干擾變數，探討銀行櫃枱人員的情緒智能、壓力知覺對工作滿意度及組織承諾的影響，並探討銀行整體的同事關是否具有干擾效果。　　本研究實證結果顯示：(1)在個人層級方面：銀行櫃枱人員的情緒智能對工作滿意度及組織承諾有正向顯著影響；壓力知覺對工作滿意度及組織承諾有負向顯著影響；(2)在組織層級方面：情緒智能透過同事關係干擾效果對工作滿意度及組織承諾的影響並不顯著；但壓力知覺透過同事關係干擾效果對工作滿意度及組織承諾具有正向顯著影響。

關鍵字

情緒智能；知覺壓力；同事關係；工作滿意度；組織承諾

並列摘要

Most of the previous studies with regard to the impacts of emotion al intelligence, stress perception on job satisfaction and organizational commitment were focused on the employees of other service industries (such as: professional tour guides, flight attendants and customer service personnel etc.) or teachers of mandatory education, rarely on the bank counter staff and did not use the level (individual level, organizational level) as the unit or join the relationship between colleagues as a moderating variable. This study attempts to use bank branch as unit, emotional intelligence and stress perception (individual level) of bank counter staffs as independent variables, job satisfaction and organizational commitment as the dependent variable, and the relationship between colleagues (organizational level) of bank counter staffs, as a moderator variable to investigate the impact of emotional intelligence and stress perception on job satisfaction and organizational commitment, and to explore whether the relationship between colleagues of overall the bank has a moderator effect.