Customer Orientation Behaviors of Frontline Employees: Moderating Roles of Emotional Intelligence

机译：一线员工的客户导向行为：情绪智力的调节作用

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Customer orientation behavior of frontline employees is an important issue in service industries. This research investigates 520 frontline employees of six life insurance companies in Taiwan. The researchers examine the relationships among job satisfaction, job involvement, job stress and customer orientation behaviors. The moderating roles of emotional intelligence are discussed in depth. The results are as follows: First, both job satisfaction and job involvement positively influence customer orientation behaviors, and job stress negatively influences customer orientation behaviors. Second, emotional intelligence moderates the relationship between job stress and customer orientation behaviors.

机译：一线员工的客户导向行为是服务行业的重要问题。这项研究调查了台湾六家人寿保险公司的520名一线员工。研究人员检查了工作满意度，工作参与度，工作压力和客户导向行为之间的关系。情绪智力的调节作用被深入讨论。结果如下：首先，工作满意度和工作参与度都对客户导向行为产生积极影响，工作压力对客户导向行为产生负面影响。其次，情商减轻了工作压力和客户导向行为之间的关系。

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来源
《Computer Science and Information Technology - Spring Conference, 2009. IACSITSC '09》|2009年|249-253|共5页
会议地点 Singapore(SG);Singapore(SG)
作者
Wen-Hai Chih; Tsung-Ju Yang; Ling-Chu Huang; Che-Hao Hsu;
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作者单位

Dept. of Bus. Adm., Nat. Dong-Hwa Univ., Hualien, Taiwan;

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关键词
customer satisfaction; human factors; personnel; service industries; Taiwan; customer orientation behavior; emotional intelligence; frontline employee; job involvement; job satisfaction; job stress; life insurance company; service industry;

机译：客户满意度;人为因素;人员;服务行业;台湾;客户导向行为;情绪智力;一线员工;工作投入;工作满意度;工作压力;人寿保险公司;服务业;

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3. Psychological Capital, Emotional Labor and Counterproductive Work Behavior of Service Employees: The Moderating Role of Leaders’ Emotional Intelligence [J] . Xiaodan Wang, Xiaotong Lian American Journal of Industrial and Business Management . 2015,第6期

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4. Customer orientation behaviors of frontline employees: Moderating Roles of Emotional Intelligence [C] . Wen-Hai Chih, Ling-Chu Huang, Tsung-Ju Yang, International Association of Computer Science and Information Technology Conference . 2009

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5. Emotional Intelligence and Employee Engagement: A Quantitative Study to Explore the Relationship between the Emotional Intelligence of Frontline Managers and Supervisors and the degree of Employee Engagement of their Direct Reports in a Tertiary Care Heal [D] . Suehs, Derrick. 2015

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Customer Orientation Behaviors of Frontline Employees: Moderating Roles of Emotional Intelligence

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