| Summary: | 碩士 === 銘傳大學 === 國際企業學系碩士在職專班 === 106 === This research aims at the department store counter staffs faced with various consumers, and the rapid changes in the market, the company’s high-target sales performance so derived emotional intelligence management, job performance, further observation and turnover intention and the relationship between these factors. The present study involves the collection and analysis of quantitative data to explore the relationships among emotional intelligence, job performance, and turnover intention among the population of department store counter staffs.
After the questionnaires were pre-tested, questionnaires were sent to department stores located in different regions in Taiwan. The survey used a convenient sampling method, 500 copies were sent, 311 were returned, deducting 5 invalid questionnaires, the returned rate 61.2%. According to research objective and hypotheses, the statistical analysis was conducted with SPSS to investigate the relationship between emotional intelligence, job performance and turnover intention of the counter staffs in the department store.
According to the results:
First, the higher annual salary, the higher emotional intelligence and job performance of counter staffs will significantly affect the level of emotional intelligence and job performance. In addition, the results indicate the married sales person have higher emotional intelligence than unmarried sales person. The sales person with master’s degree or above will also have higher job performance. However, gender and age of work variables have no significant effect.
Second, the hypothesis of the correlation between emotional intelligence、job performance and turnover intention were supported, and the normal distribution, basic adaptation standards, and overall model adaptation criteria all met the standards.
Third, emotional intelligence has a significant positive correlation with job performance. It means the higher emotional intelligence, the lower turnover intention.
According to the results of this study, it was found that companies were proposed for reference and expect to work in a department store where they need to withstand various pressures. Enterprises can have more robust personnel management methods to create department stores and counters. Business win-win situation.
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