The relationship of emotional intelligence,internal marketing,customer service quality and organization citizen behavior:The case of emotional worker as flight attendant and front-lines employees of airlines

• Main Authors: LIN YUNG TI, 林永第
• Other Authors: Yu ming chu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/79392843483411951373

碩士 === 國立高雄應用科技大學 === 人力資源發展系碩士班 === 95 === Abstract This paper examines how emotional intelligence and internal marketing are associated with organization citizen behavior and customer service quality. Maintaining a high level of customer service quality is necessary for success, particularly for firms in service industries, but employees need to be motivated to provide it. Management can provide the motivation through the use of emotional intelligence and internal marketing. In this paper we examine internal marketing and organization citizen behavior that reward employees throughout factor analysis, regression analysis, SEM and ANOVA for achieving customer service quality and organization citizenship behavior. As following the relationship among Emotional intelligence, internal marketing, organization citizen behavior and customer service quality. 1. Emotional intelligence and internal marketing are positively significant related with customer service quality. 2. Emotional intelligence and internal marketing are positively significant related with organization citizen behavior. 3. Customer service quality will mediate the relationship of the emotional intelligence and internal marketing to organization citizen behavior. 4. Customer service quality has significant influence with organization citizen behavior. Maintaining a high level of customer service quality is necessary for success, particularly for firms in service industries, but employees need to be motivated to provide it. Customer service quality is important for all firms; in particular, firms in service industries, such as airlines industry, cannot remain competitive if they provide poor service This study used a sample of flight attendants and the front-line employees as the emotional workers to examine the role of internal marketing in the performance of organization citizen behavior and customer service quality and on the basis of the literature. Key words: emotional intelligence, internal marketing, organization citizen behavior (OCB), emotional worker (front-line employee)