| Summary: | 碩士 === 真理大學 === 管理科學研究所 === 97 === The purpose of this study was discussed the relationship with different of emotional intelligence with employee and theirs’ service. We also developed and tested a two-level model in which service employees’ emotional intelligence is related to customer evaluation of the encounter, customer satisfaction. A total of 91 financial consultants of a bank and 426 customers were assessed. Data were analyzed by a combination of path analysis and hierarchical linear modeling (HLM), and the results support large parts of the model. We found if service employees had high level emotional intelligence, and service employees were felt satisfaction with their job. In addition, when service employees were interaction with customer, they also provided better service to customer and let their customer felt satisfaction through service encounter. On the other hand, full mediation was demonstrated for the outcome variables customer response because the relationships of emotional intelligence with customer response controlling for customer evaluation of the encounter. According to above statement, we suggested the business should take emotional intelligence as the condition for selection and business could educate service employee how to improve theirs emotional intelligence.
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