A Case Study of A Bank's Financial Consultants on the Effects of Internal Marketing and Management Principle Gap on Job Performance - Emotional Intelligence As a Moderating Factor

• Main Authors: Hsiang-TiLee, 李緗緹
• Other Authors: Shuang-Shii Chuang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/90467368957922278390

碩士 === 國立成功大學 === 企業管理學系專班 === 98 === Wealth Management Business has entered a competitive new age. Customers are becoming more demanding for service quality. Good customer service is the key to gain competitive advantage. Since more and more emphasis has been gradually placed on service marketing, how a service provider performs has become critical to customer satisfaction, marketing, and even the success of a business. Internal marketing is essential to service industries. Therefore, how a bank provides employee assistance and effectively improves internal marketing becomes an important issue. This research studies the internal marketing performance of a bank from the viewpoint of a financial consultant. The purpose is to analyze the different views towards service quality between financial consultants and their supervisors through the Management Principle Gap, and to see if the emotional intelligence of financial consultants would strongly interfere with the Management Principle Gap and their job performance. Financial management supervisors and financial consultants are the subjects of this research. Financial management supervisors and financial consultants were each given 240 questionnaires. Financial management supervisors of 173 and financial consultants of 173 were valid to this research. According to factor and reliability analysis, independent t-test, one-way ANOVA, regression analysis, as well as hierarchical regression analysis statistical methods were carried out to prove the reliability of the data. The findings were as follows: 1.The variances(service years、age、area) between the subjects have significant differences in internal marketing, management principle gap, emotional intelligence, and job performance. 2.The internal marketing has positive effect on job performance. 3.The internal marketing has negative effect on management principle gap. 4.The management principle gap has negative effect on job performance. 5.The emotional intelligence in management principle gap has moderating effect on job performance. 6.Management and consultant has influence on the service quality gap. 7.The management principle gap in internal marketing has mediated effect on job performance