Title page for etd-0602115-102521


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URN etd-0602115-102521
Author Pei-ling Hsieh
Author's Email Address No Public.
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Department Institute of Human Resource Management
Year 2014
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title A Study of Relationship among Service Quality Requirement, Emotional Labor, Turnover Intention, Achievement and Emotional Intelligence in Hotel Front Line Staff
Date of Defense 2015-06-27
Page Count 81
Keyword
  • Emotional Labor
  • Service Quality Requirement
  • Emotional Intelligence
  • Turnover Intention
  • Achievement
  • Abstract For the hotel industry, the front line staff will influence the image of the organization. They are asked to have the good quality of service and it will lead to emotional labor.
    Over time, the problem of emotional labor may cause the intention to leave for employees. Our research want to solve the problem so we provide two moderators: achievement and emotional intelligence; we want to understand with the interaction of achievement and emotional intelligence, whether they will influence the service quality requirement, emotional labor and turnover intention or not. According to 197 valid returned questionnaire from hotel industry front line staff, finding of our study indicated that surface acting has no mediating effect between service quality requirement and turnover intention. Deep acting has mediating effect between service quality requirement and turnover intention. Moreover, achievement has moderating effect between service quality requirement and deep acting; emotional intelligence has moderating effect between deep acting and turnover intention. In the end, the suggestion has been offered for the hotel industry.
    Advisory Committee
  • Yunshi Liu - chair
  • Chin-Kang Jen - co-chair
  • I-Heng Chen - advisor
  • Files
  • etd-0602115-102521.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2015-07-02

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