The purposes of this study are to explore flight attendants¡¦: (1) the effect of personal characteristic to emotional intelligence, service attitude and withdrawal behaviors; (2) the relationship among emotional intelligence, service attitude, and withdrawal behaviors; (3) the mediating effect between emotional intelligence and withdrawal behaviors through service attitude.
For this research, according to the 232 valid returned questionnaires from the native flight attendants of China Airlines, the results of the study are as follows:
1.Partial personal characteristic has a significant influence on emotional intelligence, service attitude and withdrawal behaviors.
2.Emotional intelligence is significantly positive related to service attitude.
3.Emotional intelligence has a significant negative influence on withdrawal behaviors.
4.Service attitude has a significant negative influence on withdrawal behaviors.
5.Service attitude has a partial mediating effect between emotional intelligence and withdrawal behaviors.
Finally, the suggestion has been offered to the managerial level of the airlines and others researchers.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0210110-022629 |
| Date | 10 February 2010 |
| Creators | Wang, Ya-lun |
| Contributors | Shyh-jer Chen, Liang-chih Huang, Jin-feng Uen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0210110-022629 |
| Rights | unrestricted, Copyright information available at source archive |
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