The Effect of Quality of Working Life and Workplace Well-being on Service Behavior: The Moderating Effect of Emotional Intelligence
碩士 === 國防大學 === 運籌管理學系 === 103 === The key point to increase the competitive of corporation is service, especially in the financial industry with highly competitive. How does the companies create the advantage in their competitive, the key point is the service behavior of employee. However, the comp...
| Main Authors: | , |
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/s5fy82 |
| Summary: | 碩士 === 國防大學 === 運籌管理學系 === 103 === The key point to increase the competitive of corporation is service, especially in the financial industry with highly competitive. How does the companies create the advantage in their competitive, the key point is the service behavior of employee. However, the companies need to understand that they need to more focus on their employees, if their industry is rely on professional skills and knowledge. Employees are important asset in companies. Thus, this research will discuss the service behavior of employee from their feeling of the quality in working life. Workplace well-being is intervening variable and this research will estimate the interruption of employees’ emotional intelligence in this relationship.
The object of this research is E. Sun Bank and the data is collected by questionnaire. There are 314 effective questionnaires and the software of analyze tool is SPSS 22.0. The hypothesis of this research is proof by hierarchical regression analysis. The result of this research: 1.There is a positive correlation between quality of working life and service behavior. 2. There is a positive correlation between quality of working life and workplace well-being. 3. There is a positive correlation between workplace well-being and service behavior. 4. There is a partial intervening effect between workplace well-being and service behavior. 5. The emotional intelligence can create interruption effect between quality of working life and workplace well-being. Finally, the result of this research provides the implications and suggestions in management. This can be referring in practice
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