五星級旅館員工之情緒智能會影響工作績效表現嗎？探討幸福感的中介效果

本研究以台灣地區五星級旅館之員工為研究對象，探討員工所擁有的情緒智能之四個構面自我情緒評鑑、情緒調節、情緒運用及他人情緒評估與工作績效之間的關係，並探討員工之幸福感是否會對自我情緒評鑑、情緒調節、情緒運用及他人情緒評估與工作績效產生中介效果，以便利抽樣方式進行問卷調查，受測對象為工作滿六個月以上之正式員工，並請其直線主管以1比5配對方式填答員工之工作績效。問卷發放主管及員工各510份，回收有效配對問卷416份。研究結果顯示：情緒調節、情緒運用及他人情緒評估對員工幸福感有顯著的正向影響；幸福感對工作績效有顯著的正向影響；自我情緒評鑑、情緒調節及情緒運用皆對工作績效有顯著的正向影響；幸福感會對情緒調節、情緒運用及他人情緒評估與工作績效之間產生中介效果。

關鍵字

情緒智能；幸福感；工作績效；五星級旅館

並列摘要

This research aimed to explore the relationships between four dimensions of emotional intelligence that employees have, self-emotion appraisals, regulation of emotion, use of emotion, others emotion appraisals, and job performance among five-star hotels employees in Taiwan. It also examined the mediating effect of employee's well-being on the relationships between self-emotion appraisals, regulation of emotion, use of emotion, others emotion appraisals and job performance. Research samples were full-time employees and managers who have worked more than six months. Questionnaire surveys with convenience sampling were applied for data collection. Sample matching method was applied so that direct managers were invited to evaluate job performance of their subordinate employees. 510 questionnaires were sent to the manager-level and employees, while a total of 416 valid matching questionnaires were collected. The results indicated that: (1) regulation of emotion, use of emotion, others emotion appraisals had a positive relationship on well-being；(2) well-being had a positive relationship on job performance ; (3) self-emotion appraisal, regulation of emotion, use of emotion had a positive relationship on job performance；(4) well-being responded mediate the relationships between regulation of emotion, use of emotion, others emotion appraisals and job performance.