With the rapid change of industrial economy and of the times, the customer service has gradually replaced both agriculture and industry. It has become the economic mainstream in the world and also played a key role in the global economy. Regarding the service industry, the most important thing is offering excellent services to customers, exclusive of product price, etc. Nevertheless, how do we provide customers with high quality service? Besides making relevant procedures and standard operations, the customer service is taken for an important portion. Customer service staffs¡¦ emotional management will affect not only their attitudes and behaviors but also their job satisfactions while providing services. The purpose of the study is mainly to explore if there are any significant relationships among emotional intelligence, relationship quality and job satisfaction. We take emotional intelligence (EI) as an independent variable, job satisfaction as a dependent variable and the relationship quality as intermediate variable. Furthermore, in order to understand the interaction among each variable, we take the perceived organizational support (POS) as a moderate variable between the relationship quality and the job satisfaction.
This study utilized the Customer Service Representative provided by Telecom Co. for interview. By sampling of probability proportionate to size, the study distributed 600 questionnaires and got 479 valid ones. After analyzing with statistical methods such as t-test, analysis of variance (ANOVA), Pearson¡¦s product-moment correlation, and multiple regression, the main findings are as follows:
1.Customer service staffs are good at self-emotional management and have high EI.
2.There are significant personal differences in the dimensions of EI, relationship quality, and job satisfaction.
3.There is a significantly positive relationship between EI and job satisfaction.
4.There is a direct positive relation between relationship quality and job satisfaction.
5.The relationship quality has an intermediate effect on both EI and job satisfaction.
6.The perceived organizational support (POS) has moderating effects on relationship quality and job satisfaction. It found the higher the organizational support, the better trust relationship with organization will be shown; but less trust relationship quality with colleagues will be displayed.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0912106-144217 |
| Date | 12 September 2006 |
| Creators | Hsu, Chih-fen |
| Contributors | Shyh-jer Chen, Jin-fen Uen, Liang-chih Huang |
| 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-0912106-144217 |
| Rights | withheld, Copyright information available at source archive |
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