情緒智商、正面情緒對顧客價值之研究-以金融服務業之理財專員為例

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Title:	情緒智商、正面情緒對顧客價值之研究-以金融服務業之理財專員為例
Authors:	徐文君
Contributors:	國際企管管理研究所碩士在職專班
Keywords:	情緒智商 emotional intelligence 顧客正面情緒 positive customer emotions 顧客價值 customer value
Date:	2012
Issue Date:	2012-11-01 12:06:25 (UTC+8)
Abstract:	金融服務業理財專員服務的過程當中之情緒智商觀點出發，進一步探討顧客正面情緒與顧客價值間之關係，並藉此提供金融服務業更寬廣的管理意涵與參考方針，有助於其在永續經營上之管理策略，能夠向前邁進一大步。本研就採用匿名式問卷調查法，以與金融服務業理財專員有過接觸的顧客為問卷樣本，有效回收樣本數為231份，回收率為77%。研究結果發現有四：1、情緒智商會正向影響顧客價值。2、情緒智商會正向影響顧客正面情緒。3、顧客正面情緒會正向影響顧客價值。4、路徑分析的結果發現，情緒智商經由顧客正面價值的中介，正向影響顧客價值本研究的討論發現，在理論與管理實務上的意涵，並對於未來的研究提出建議與研究方向。 Emotional quotient in the process of the financial services industry, financial specialists point of view, Further explore the relationship between customer positive emotions and customer value, Into together to provide the financial services industry, a broader meaning and reference guidelines, and contribute to its sustainable management strategies, can a major step forward. This research on the use of anonymous questionnaires, to contact customers with the financial services industry, Financial Consultant for the questionnaire sample, we collect 231 recovery was 77%. The results showed that: one, the emotional quotient of positive impact of customer value. Emotional intelligence will positively influence the customer positive emotions. 3, the customer positive emotions will positively influence the customer value. 4, the path analysis results showed that emotional intelligence through the intermediary of a positive customer value and positive impact on customer value. The discussion of this study found that, in theory and practical implications, and recommendations for future research and research directions.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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