| Summary: | 碩士 === 明新科技大學 === 服務事業管理研究所 === 98 === Tourist hotel industry is a typical service industry. Customer satisfaction and service quality perceptions ultimately affect the organization's financial performance. Employee behavior management is the base of improving service quality. Service behavior is the important element of crucial moment. This study used psychology and organization theory to explore the impact of the social intelligence and ingratiation on service behavior of first line employee. We use social intelligence and ingratiation to explore the impact on service behavior. As the difference between the status of Taiwan and South Korea, this study used cross cultural perspectives to explore social intelligence, ingratiation and service behavior.
According to the empirical results of this study, in Taiwan’s aspect, social intelligence has significant partly positive correlation relationship towards ingratiation and service behavior. Ingratiation behavior has no significant correlation relationship towards service behavior. In South Korea aspect, social intelligence has significant partly positive correlation relationship towards ingratiation and service behavior. Ingratiation has partly significant correlation relationship towards service behavior. In national culture aspect, there is significant difference in uncertainty avoidance, Individualism and Confucian dynamism. There is significant difference in ingratiation behavior, but there is no significant difference in social intelligence and service behavior.
This study suggests that social intelligence can be the selection criteria of international tourist hotel, and the industry should use the appropriate strategies to reduce employee’s ingratiation behavior, and increase customer value of staff. We should learn the advantages of cultural differences in South Korea to enhance Taiwan's international tourist hotels performances.
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