員工情緒智商、情緒表達與內部顧客滿意度之關係

Examining the Relationships among Emotional Intelligence, Emotional Displays, and Internal Customer Satisfaction

10.6846/TKU.2015.00918

林興偉

情緒智商 ； 情緒表達 ； 內部顧客滿意度 ； emotional intelligence ； emotional displays ； internal customer satisfaction

淡江大學企業管理學系碩士在職專班學位論文

2015年

碩士

汪美伶

繁體中文

隨著金融服務環境日漸競爭，提升服務品質是企業成功的關鍵要素，管理者試圖透過服務人員的情緒智商，改善服務人員對內部顧客的情緒表達，進而改善內部顧客滿意度。因此，本研究欲檢驗服務人員的情緒智商對情緒表達與內部顧客滿意度的影響，同時檢驗情緒表達在情緒智商與內部顧客滿意度兩者關係間的中介角色。本研究針對國內銀行服務人員及其所屬顧客，以問卷方式蒐集42 位服務人員與498位顧客之資料後，進行後續分析。層級迴歸分析結果發現，情緒智商分別對情緒表達、內部顧客滿意度具有顯著正向影響，情緒表達對內部顧客滿意度亦有顯著正向影響。此外，情緒表達在情緒智商與內部顧客滿意度間，則有顯著的中介效果。根據上述研究結果，我們提出討論、實務意涵與未來研究建議。

With the increasing competition, the improvement of service quality has become the critical factor to success for firms. Management has attempted to find ways to help service employees make use of their own emotional intelligence when facing a variety of customers so as to display positive emotions toward internal customers and then improve internal customer satisfaction. The purposes of the study are to examine the influences of emotional intelligence on emotional displays and internal customer satisfaction as well as the mediating role of emotional displays between emotional intelligence and internal customer satisfaction. We collected data from 42 service employees in banks and their 498 customers, and then conducted subsequent analyses. The results of hierarchical regression analysis showed that emotional intelligence had positive effects on emotional displays and internal customer satisfaction. Emotional displays also had a positive effect on internal customer satisfaction. In addition, the relationship between emotional intelligence and internal customer satisfaction was mediated by emotional displays. We discuss implications of these findings, limitations, and directions for future research.

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