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Effects of an emotional intelligence training program on service quality of bank branches. 銀行分行的情緒智商培訓計畫對服務品質的影響. 指導老師:胡凱傑 教授 學 生:曾海薇. 名詞解釋. 情緒智商 (emotional intelligence, EI) Goleman (1998, p. 317)

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指導老師:胡凱傑 教授 學 生:曾海薇


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slide1

Effects of an emotional intelligence training program on service quality of bank branches

銀行分行的情緒智商培訓計畫對服務品質的影響

指導老師:胡凱傑 教授

學 生:曾海薇

slide2
名詞解釋
  • 情緒智商(emotional intelligence, EI)
  • Goleman (1998, p. 317)
  • the capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships.
slide3
研究目的
  • 調查情緒智商(EI)培訓計畫對
    • 服務提供者EI的影響
    • 提供服務的員工接受EI培訓計畫後對服務品質的影響
slide4
文獻探討-主要模型
  • Ability model
    • 定義EI為察覺情緒能力、整合情緒能力、促進思考能力、理解情緒能力、管理情緒能力集合的認知能力
    • 利用MSCEIT衡量 (Mayer-Salovey-Caruso-Emotional-Intelligence Test)
  • Mixed model
    • 將EI概念化為認知能力和人格特質的結合
    • 利用EQ-i衡量(Emotion Quotient Inventory)
  • Competency model
    • 包含個人和人際關係的能力
    • 認為情緒能力不是與生俱來而是可以透過後天學習來達成的
    • 由四個構面(自我意識、自我管理、社會意識、人際關係管理)共18個能力構成
    • 利用 Emotional Competency Inventory衡量(ECI)
slide5
文獻探討-EI訓練及發展
  • Clarke (2010) showed that development of EI abilities does occur; however, it does not occur immediately after participation in a training program, but over a longer period of time.
  • Slaski and Cartwright (2003) showed that all EI subscales had improved as a result of training. Analysis also showed that EI training was significantly effective in reducing stress and improving health, morale, and well-being.
slide6
文獻探討-EI訓練及發展
  • Boyatzis et al. (2002) and Rhee (2008) evaluate evaluated the impact at an American university required course entitled “Leadership Assessment and Development”. Qualitative and quantitative data from these longitudinal studies showed that students improved in EI competencies as a result of the program.
  • Turner and Lloyd-Walker (2008) showed that a moderate increase in emotional competencies as measured by ECI-2, six months after an emotional competence training program. Job satisfaction and job performance were also measured and improved as a result of EI training.
slide7
文獻探討-EI訓練及發展
  • 只有七篇文獻探討成人是否可以透過訓練來發展其EI
  • 兩篇利用Ability model,一篇利用Mixed model,四篇利用Competency model
  • 過去的文獻研究顯示,EI的培訓對學員的EI有一定的影響
  • H1. Attendance at an EI training program is associated with changes in the following EI competencies of employees: (i) self-awareness; (ii) self-management; (iii) social awareness; and (iv) relationship management.
slide8
文獻探討-EI對於服務情境
  • Giardini and Frese (2008) found that the emotional competence of employees had a direct influence on customer evaluations of the encounter. Moreover, a positive affect in employees resulted from emotional competence, and this directly improved customer satisfaction.
  • Kernbach and Schutte (2005) showed that higher levels of EI displayed by the service provider were associated with greater customer satisfaction with services.
slide9
文獻探討-EI對於服務情境
  • EI對於服務情境是很重要的
  • 過去的研究也顯示,EI是可以訓練的
  • 沒有研究特別探索EI訓練計畫對服務品質的影響
  • H2. Customers of service employees who have received training in EI perceive improvements in the following dimensions of service quality: (i) reliability; (ii) responsiveness; (iii) assurance; and (iv) empathy.
slide10
研究方法-實驗設計
  • 對10間同質的伊朗銀行分行的公共部門進行實驗
    • 實驗組(treatment group):5間分行
    • 控制組(control group):5間分行
  • 對實驗組的員工進行為期兩個月共八次相同但分開的EI培訓計畫,控制組則沒有
  • EI培訓前對實驗組和控制組員工進行EI測驗,EI培訓計畫結束後兩個禮拜再對實驗組員工進行EI測驗
  • 於EI培訓前及EI培訓計畫結束後兩個月調查消費者對於服務品質的看法
slide11
研究方法-樣本選擇
  • 銀行分行
    • 選擇位於伊朗首都德黑蘭的分行
    • 依據年度利潤總額排序分成五群
    • 從每群中隨機選取一間實驗組和一間控制組
  • 銀行員工
    • 共68位員工為實驗組並接受EI培訓計畫
    • 平均工作年資10.7年(SD=6.82)
    • 平均年齡35.08歲(SD=6.77)
    • 其中84.9%為男性
slide12
研究方法-樣本選擇
  • 銀行客戶
    • 選擇有銀行往來帳戶的客戶,根據其帳戶的交易額將其分成excellent/average/weak三群客戶
    • 每個分行從每群客戶中各抽10個,共30個客戶
    • 實驗組和控制組共抽取300個客戶
    • 其中96%為男性
slide13
研究方法-測量
  • 情緒智商EI
    • 利用 Emotional Competency Inventory衡量(ECI-2)
    • Cronbach’s alpha coefficient of 0.87
    • 由自我、下屬、同事、主管對18個能力評分
    • 18個能力分成四個構面
    • 自我意識 (self-awareness)
    • 自我管理 (self-management)
    • 社會意識 (social awareness)
    • 人際關係管理 (relationship management)
slide14
研究方法-測量
  • 服務品質Service quality
  • 根據前測結果採用SERVPERF量表
  • SERVPERF量表包含22個項目分成有形性、可靠性、反應、保證和同理心5個構面
  • 研究調整SERVPERF量表
    • 翻譯成波斯語
    • 刪除有形性構面
slide15
研究方法-EI培訓計畫
  • 培訓前的探勘

(exploration before training)

  • 設計和實施培訓

(designing and implementing training)

  • 培訓後的評估

(assessment after training)

slide16
研究結果
  • 使用eta-squared 衡量差異
  • 使用Cohen’s d 衡量影響的幅度
slide17
研究結果
  • H1: Effect of training on employees’ EI
slide18
研究結果

Summary of analysis of covariance of service quality and its dimensions

Paired sample t-tests for treatment and control groups pre and post training

slide19
結論
  • 銀行業的服務人員可以透過量身訂製的EI訓練方案來提高個人和人際交往的能力
  • EI培訓計畫可提升銀行整體和各個構面的服務品質,使銀行的客戶有更好的服務品質感受
  • 確定EI訓練結果對於同理性這個構面的服務品質改善
slide20
研究貢獻
  • 這是首批對於服務設置的EI培訓計畫有效性衡量的實證研究之一
  • 讓服務機構的管理者了解員工的EI和消費者的服務品質感受之間的關係
  • EI培訓計畫會影響員工的EI,還可增加服務品質