企業若希望與顧客建立長期穩定的價值利益(Value Benefit),成功的關鍵在於, 以「關係+品質」的觀點,來獲取雙方的永續價值。 而「關係+品質」的建立皆涉及很多的人,人則是執行的關鍵。因此本研究以人際智能為處理人際關係能力的概念,探討對關係品質的影響效果。本研究以通路商銷售人員及其前十大客戶為研究母體,共得363份(33/330)有效問卷,經由統計套裝軟體HLM 6.0與SPSS 12.0進行假設檢定分析。結果顯示人際智能得分對關係品質是沒有直接效果,但是發現與他人互動的應對方式對滿意度、信任以及承諾都具有干擾效果,而干擾信任的重要變數是面對衝突時的處理方式,心情難過的應對方式則會影響雙方關係的承諾,最後,傾聽與溝通是可以增進滿意度以及承諾。另外,高職別者與承諾之間有較高的相關性。最後,提出管理意涵、限制與建議。
If enterprises wish to set up a stable value benefit at long-term with customers, the key to success is upon the point of “Relationship Quality”, it brings a sustainable value for both; however the establishment of “Relationship Quality” requires many people’s involvement in it, in addition we know that people is the key to carry it out. Therefore, this study is to explore the influence of interpersonal intelligence on relationship quality, it is based on the concept that interpersonal intelligence as a competency to dispose of interpersonal relationship. The studied population is according to the distributing sales clerks and their top 10 customers, all valid questionnaires are 363 copies, then the data were analyzed for the hypothesis tests by statistical package software of HLM 6.0 and SPSS 12.0. In the empirical, this study indicates the three possible results. First of all, this relationship quality seems unaffected by interpersonal intelligence score, but discovered the personal interaction with others has the disturbing effect on the satisfaction, the trust as well as the commitment. The handling method for conflicts is the key to the variable of disturbing trust; Coping with customers with a depressing emotion will affect the bilateral relations on commitment. Finally, listen and communication could enhance both satisfaction and commitment. In additional, the executives in high position have great relationship on commitments. The paper concludes with various management implications, limitations and suggestions of the study.