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題名：國際觀光旅館員工的情緒智慧重要嗎？以情緒智慧調節組織氣候、服務品質與績效表現之關係研究
書刊名：商管科技季刊
作者：許順旺 引用關係／張姮燕 引用關係／吳紀美／陳冠霖
作者(外文)：Hsu, Shun-wang／Chang, Heidi H.／Wu, Chi-mei／Chen, Kuan-lin
出版日期：2016
卷期：17:4
頁次：頁435-466
主題關鍵詞：組織氣候；服務品質；績效表現；情緒智慧；Organizational climate；Service quality；Job performance；Emotional intelligence
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:81
  • 點閱點閱:23
本研究以台灣地區國際觀光旅館之員工為研究對象，探討員工所知覺到的組織氣候、服務品質與績效表現之間的關聯性，並探討情緒智慧是否會對組織氣候、服務品質與績效表現之關係產生調節效果。研究採便利抽樣方式進行問卷調查，受測對象為國際觀光旅館工作滿一年以上之員工及其直屬主管。直線主管與員工以1比5配對方式，填答員工之服務品質與績效表現。問卷發放主管及員工各500份，回收有效配對問卷450份。研究結果顯示組織氣候對服務品質及績效表現均有顯著的正向影響；服務品質對績效表現有顯著的正向影響；服務品質會對組織氣候與績效表現間產生中介效果；情緒智慧對組織氣候與服務品質，以及服務品質與績效表現間產生調節效果。
This research aimed to explore the relationship among international tourist hotel employees' perceived organizational climate, service quality and job performance in Taiwan. It also examined the moderating effect of emotional intelligence on the relationship between organizational climate and service quality, as well as service quality and job performance. Questionnaire survey was used to collect data via convenience sampling. Sample matching method was applied so that direct managers were invited to evaluate service quality and job performance of their subordinate employees. There were 500 questionnaires sent to manager-level and 500 to the employees who worked in the international tourist hotels more than one year. A total of 450 valid matching questionnaires were received from manager-level and employees. The results showed that: (1) organizational climate had a positive relationship on service quality and job performance; (2) service quality had a positive relationship on job performance; (3) service quality had mediating effects on the relationship between organizational climate and service quality, as well as service quality and job performance; (4) emotional intelligence had moderating effect on the relationships between organizational climate and service quality, as well as the relationships between service quality and job performance.
期刊論文
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3.陳春希、張緯杰、鄭嘉惠、馬曉春(20110900)。Emotional Intelligence in the Workplace: Exploring its Effects on Journalists’ Perceived Work Stress, Job Satisfaction, and Organizational Commitment。輔仁管理評論，18(3)，1-18。new window  延伸查詢new window
4.Briggs, S.、Sutherland, J.、Drummond, S.(2007)。Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector。Tourism Management，28(4)，1006-1019。  new window
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6.許順旺、邱瑜婷(20110400)。國際觀光旅館餐飲部門組織正義、員工創新行為與績效表現之相關研究--以組織支持為干擾變項。觀光休閒學報，17(1)，49-74。new window  延伸查詢new window
7.蘇榮基、鄭世元、陳文宗(20090600)。以品質績效區間衡量溫泉會館之服務品質。休閒保健期刊，1，21-32。new window  延伸查詢new window
8.Schneider, B.、Ehrhart, M. G.、Macey, W. H.(2013)。Organizational climate and culture。Annual Review of Psychology，64，361-388。  new window
9.Davidson, M. C. G.、Manning, M. L.(2003)。Organizational Climate of Food and Beverage Employees: Its Impact upon Customer Satisfaction in Hotels。International Journal of Hospitality and Tourism Administration，4(4)，85-100。  new window
10.吳淑敏、徐村和、唐國銘(20070500)。情緒智慧、組織氣候與服務品質之關係研究--以臺灣銀行產業為例。中華管理評論，10(2)，1-25。  延伸查詢new window
11.Park, J. W.、Robertson, R.、Wu, C. L.(2006)。Modeling the Impact of Airline Service Quality and Marketing Variables on Passengers' Future Behavioral Intentions。Transportation Planning and Technology，29，359-381。  new window
12.Rozell, E. J.、Pettijohn, C. E.、Parke, R. S.(2006)。Emotional intelligence and dispositional affectivity as predictors of performance in salespeople。Journal of Marketing Theory and Practice，14(2)，113-124。  new window
13.Davidson, M. C. G.(2003)。Does organizational climate add to service quality in hotels?。International Journal of Contemporary Hospitality Management，15(4/5)，206-214。  new window
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15.許順旺、蘇紅文、黃鉅勝(20121200)。國際觀光旅館主管魅力型領導、員工組織公民行為與服務品質之相關研究--以組織文化為干擾變項。商管科技季刊，13(4)，397-425。new window  延伸查詢new window
16.梁瑞芸、魏志雄(20130700)。自我效能對組織氣候與員工創造力之關係的中介角色研究。北商學報，24，47-70。new window  延伸查詢new window
17.謝佩蓉、鍾聿琳、張紘炬(20041200)。護理校院組織氣候個案研究。健康管理學刊，2(2)，139-160。new window  延伸查詢new window
18.魏文欽、朱聖和(20080800)。人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究--以國內金融控股公司為例。International Journal of LISREL，1(2)，1-24。  延伸查詢new window
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22.謝琇玲、謝宜樺(20130300)。員工工作績效的影響因素探討：華人社會文化脈絡與心理行為現象。勞資關係論叢，14(2)，1-22。  延伸查詢new window
23.Glisson, C.、James, L. R.(2002)。The cross-level effects of culture and climate in human service teams。Journal of Organizational Behavior，23(6)，767-794。  new window
24.莊懿妃、翁振益、應公保、鄭敏玉(20040200)。國際觀光旅館服務品質與經營效率之研究--以臺北地區國際觀光旅館為例。中華管理評論，7(1)，84-105。  延伸查詢new window
25.Little, M. M.、Dean, A. M.(2006)。Links between service climate, employee commitment and employees' service quality capability。Managing Service Quality，16(5)，460-476。  new window
26.簡博浩、韓志翔(20080600)。任務性、脈絡性及適應性績效表現對主管獎酬決策的影響：調查法及實驗法。臺大管理論叢，18(2)，27-62。new window  延伸查詢new window
27.許琬娸(20130300)。異文化管理對轉換型領導與工作績效之干擾影響--以多國籍壽險業為例。多國籍企業管理評論，7(1)，1-21。new window  延伸查詢new window
28.陳淑玲、鄭雅任、陳文惠(20140600)。情緒勞動對服務品質之影響：團隊服務氣候及情緒能力之調節角色。人力資源管理學報，14(2)，27-54。new window  延伸查詢new window
29.紀乃文、陳建丞(20110200)。分店服務氣候、正向團隊情感氛圍、服務人員正向情緒表達與顧客購買決策關聯性之探討。組織與管理，4(1)，129-162。new window  延伸查詢new window
30.Othman, A. K.、Abdullah, H. S.、Ahmad, J.(2008)。Emotional intelligence, emotional labour and work effectiveness in service organization: A proposed model。The Journal of Business Perspective，12(1)，31-42。  new window
31.Singh, K.(2008)。Emotional intelligence and work place effectiveness。Indian Journal of Industrial Relations，44(2)，292-302。  new window
32.Lam, L. T.、Kirby, S. L.(2002)。Is emotional intelligence an advantage? An exploration of the impact of emotional and general intelligence on individual performance。The Journal of Social Psychology，142(1)，133-143。  new window
33.Sy, T.、Tram, S.、O'Hara, L. A.(2006)。Relation of Employee and Manager Emotional Intelligence to Job Satisfaction and Performance。Journal of Vocational Behavior，68(3)，461-473。  new window
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35.何雍慶、謝明儒(20120300)。顧客價值預期對關係品質與忠誠度影響之模式研究--以國際觀光旅館為例。運動休閒餐旅研究，7(1)，100-129。new window  延伸查詢new window
36.林淑慧、張國銘、李燕華(20110500)。薪酬制度、組織氣候與員工工作績效關聯性之研究--以臺灣紡織業為例。勞資關係論叢，13(1)，72-107。  延伸查詢new window
37.柳婉郁、陳郁仁(2012)。日月潭纜車服務品質績效之評估：遊客觀點。休閒事業研究，10(4)，16-43。  延伸查詢new window
38.許中駿、郭宇欣、許順旺、蘇紅文(20140600)。以服務品質為中介變相探討國際觀光旅館組織創新與組織績效之相關研究。管理實務與理論研究，8(2)，21-43。new window  延伸查詢new window
39.陳國嘉、方顯光、王大偉(20110300)。客服中心服務氣候對顧客滿意度影響之研究。華人經濟研究，9(1)，1-18。new window  延伸查詢new window
40.黃建文、周瑞蓉、盧虹惠、魏佑慈、黃鈴惠、范祐鳳(20121200)。美容SPA業組織氣候與創新能力對組織績效的影響。元培學報，19，61-84。  延伸查詢new window
41.趙珮晴、張芳全(20130500)。情緒智力與高層次思考關係研究之後設分析。臺北市立教育大學學報. 教育類，44(1)，29-49。new window  延伸查詢new window
42.Bienstock, C. C.、DeMoranville, C. W.、Smith, R. K.(2003)。Organizational citizenship behavior and service quality。Journal of Services Marketing，17(4)，357-378。  new window
43.Zahavy, A. D.、Somech, A.(2013)。Linking task and goal interdependence to quality service: The role of the service climate。Journal of Service Management，24(2)，151-169。  new window
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48.Mina, B.、Melika S.(2011)。Effects of an emotional intelligence training program on service quality of bank branches。Managing Service Quality，21(5)，552-567。  new window
49.De Long, D. W.、Fahey, L.(2000)。Diagnosing cultural barriers to knowledge management。The Academy of Management Executive，14(4)，113-127。  new window
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研究報告
1.交通部觀光局(2015)。2013至2015觀光收支統計表。  延伸查詢new window
2.交通部觀光局(2016)。2015年來臺旅客來臺目的統計。  延伸查詢new window
學位論文
1.Harris, I. H.(2001)。Examining the relationship between emotional intelligence competencies in NCAA Division I athletic directors and the organizational climate within their departments(博士論文)。University of Northern Colorado，Colorado。  new window
圖書
1.Hein, S.(1996)。EQ for everybody。New York：Aristotle Press。  new window
2.Cooper, R. K.、Sawaf, A.(1997)。Executive EQ: Emotional intelligence in leadership and organizations。New York：Grosset/Putnam。  new window
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其他
1.交通部觀光局(2015)。2015年國人旅遊狀況調查，http://admin.taiwan.net.tw/upload/statistic/20160810/5edad339-d16f-4933-982d-9c90c72f5739.pdf。  延伸查詢new window
2.交通部觀光局(2016)。104年12月暨全年觀光市場概況概要，http://admin.taiwan.net.tw/statistics/release_d.aspx?no=136&d=6268。  延伸查詢new window
3.交通部觀光局(2016)。2015年來台旅客消費及動向調查，http://admin.taiwan.net.tw/upload/statistic/20160817/1a5c49a5-d6c4-4b92-ba75-1052067550df.pdf。  延伸查詢new window
4.World Travel & Tourism Council(2016)。Economic Impact Analyses，https://www.wttc.org/research/economic-research/economicimpact-analysis/。  new window
 
 
 
 
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