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Title: 人資專業人員的情緒智力與服務績效之研究
The Impact of Emotional Intelligence on Service Performance in Human Resource Professionals
Authors: 朱益賢
Chu, Yih-Hsien
Chen, Yen-Ju
Keywords: 人力資源
human resources
human resource professionals
emotional intelligence
service performance
Issue Date: 2013
Abstract:   「情緒智力」(Emotional Intelligence,EQ)在1995年Goleman出版《EQ》一書之後被廣為討論,故本研究針對人資專業人員,進一步去探討他們的情緒智力與服務績效之間的關係與影響。   本研究以問卷調查法蒐集研究變項的量化資料,主要的研究對象為「臺師大科技應用與人力資源所聯誼會」224人,以及「104人資同學會」376人,總計發放問卷600份,有效問卷回收253份,回覆率達42.16%。經文獻分析與資料分析後,本研究主要發現如下: (一)情緒智力構面的衡量包含(1)情緒評估與表達、(2)情緒調整與(3)情緒運用等三個子構面。 (二)服務績效構面的衡量包含(1)業務協調、(2)業務推廣、(3)管理諮詢、(4)員工諮商等四個子構面。 (三)不同背景變項的人資專員,其情緒智力對於服務績效的影響 1.男性的情緒智力對於服務績效較女性具顯著影響。 2.年齡在30歳以下的人資專員,其情緒智力對於服務績效較其他年齡層專員具顯著影響。 3.教育程度愈高,其情緒智力對於服務績效的影響愈顯著。 4.從事教育文化業與政治社褔團體的人資專員,其情緒智力對於服務績效較具有顯著影響,其他依序為金融法律業、傳產製造業、資訊科技業與服務行銷業等行業之人資專員。 5.總工作年資在5年(含)以下的人資專員,其情緒智力對於服務績效較具有顯著影響。 6.現任公司人資專員服務年資在5年(含)以下的人資專員,其情緒智力對於服務績效較具有顯著影響。累積服務年資在16年(含)以上的人資專員,其情緒智力對於服務績效不具有顯著的線性關係。 7.任職部門人數在10人(含)以下的人資專員,其情緒智力對於服務績效較具有顯著影響,人數介於11到20人的影響程度較弱,任職部門人數在21人(含)以上的影響力呈現穩定趨勢。 8.公司員工人數在151人(含)以上的人資專員,其情緒智力對於服務績效較具有顯著影響。 (四)人資專員的情緒智力對於服務績效的影響。 1.情緒智力的三個子構面,分別對於服務績效的四個子構面皆具有顯著的影響。 2.人資專員之情緒智力的「情緒調整」子構面,對於服務績效最具有影響力。
Emotional Intelligence (EQ) has been widely discussed since the publication of “Emotional Intelligence” by Daniel Goleman in 1995. This study explores the relationship between the emotional intelligence demonstrated by human resource professionals’ and their service performance. A survey was used to collect qualitative data for this study. Out of a total of 600 people who were solicited to participate in this study, 253 returned valid questionnaires, for a response rate of 42.16%. 224 survey recipients were drawn from a gathering of alumni from the “Department of Technology Application and Human Resources Development at National Taiwan Normal University”, while the other 376 subjects were drawn from “104 Human Resources Bank, an online platform for employees and employers”. The findings of this study are described below: (A)Three dimensions used for evaluating emotional intelligence in this study were: 1. appraisal and expression of emotion, 2. regulation of emotion, and 3. utilization of emotion. (B)Four dimensions were used to evaluate service performance: 1. business coordination, 2. business promotion, 3. management consulting, and 4. counseling of employees. (C)The impact of emotional intelligence on service performance varied depending on the background of the human resource professional: 1.Males’ emotional intelligence showed significant impact on their service performance than females did. 2.The emotional intelligence of professionals below age 30 had a more significant impact than it did for other age groups. 3.The higher the educational level, the more significant impact emotional intelligence had on service performance. 4.Emotional intelligence in professionals that were engaged in education or cultural industries or political and social welfare groups had the most significant impact. The other industries that were represented in the sample are ranked in order of the impact of emotional intelligence as follows: financial law industry, traditional manufacturing industry, information technology industry, and service marketing industry. 5.In professionals who had worked for a total of 5 years or less, emotional intelligence had a more significant impact than it did in workers who had worked for a greater number of years. 6.Employees who had accumulated work experience of 16 years and higher showed no significant linear relationship between service performance and emotional intelligence. 7.For participants currently serving in departments comprised of 10 people or less, emotional intelligence had a significant impact on service performance, while the degree of impact for those currently serving in departments comprised of 11-20 people was relatively weaker. For professionals currently serving in departments comprised of 21 people or more, there was a stable predictive trend. 8.In companies with 151 or more people, the emotional intelligence of employees appeared to have a significant impact on service performance. (D)The emotional intelligence of human resource professionals impact service performance in the following ways: 1.The three sub-dimensions of emotional intelligence showed significant impact on the four sub-dimensions of service performance. 2.Skill at regulation of emotion sub-dimensions had the most significant influence on service performance.
Other Identifiers: GN0099712114
Appears in Collections:學位論文

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