THE RELATIONSHIPS AMONG EMOTIONAL INTELLIGENCE, SELF-EFFICACY, ADAPTABILITY, JOB SATISFACTION, AND JOB PERFORMANCE OF FRONT-LINE EMPLOYEES IN CATERING INDUSTRY

• Main Authors: Shu-tzu Kang, 康書慈
• Other Authors: Pi-chuan Sun
• Format: Others
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/xucdb7

碩士 === 大同大學 === 事業經營學系(所) === 107 === Frontline employees may face different customers and unknown situations every day. They are the first-line employees on behalf of the company. They must be able to adapt to the environment quickly, present the company's products and services to customers in the best way, and feedback the first-line experience and knowledge to the company. The pressure on frontline employees can be imagined. According to relevant research in the past, frontline employees with high emotional intelligence and emotional self-efficacy may be able to satisfy customers in the face of various customer requirements, and achieve the desired results of the organization in the service process. Therefore, this study explores the relationships among emotional intelligence, emotional self-efficacy, occupational self-efficacy, front-line employee adaptability and work outcomes (job satisfaction and job performance). This study is based on a survey of employees in catering industry in Zhongshan District and Neihu District of Taipei City. Using convenience sampling, anonymous paper questionnaires were issued from December 09, 2018 to December 28, 2018. A total of 300 questionnaires were distributed. Forty-one questionnaires are deleted for uncompleted, and total 259 valid questionnaires are used to conduct the analysis in this study. The effective questionnaires return rate is 86.3%. This study adopted SPSS 20.0 and AMOS 20.0 statistical software to conduct Structural Equation Models (SEM), and use maximum likelihood to calculate parameter of construct. The results of analysis show that employees with high emotional intelligence in the restaurant industry will have higher occupational self-efficacy. However, the catering staff with high emotional intelligence their adaptability will not be higher. The performance of the catering industry employees with higher Occupational self-efficacy will also improve their job performance, while the employees of the catering industry with high emotional self-efficacy have no significant influence on their adaptability. Employees with higher adaptability in the catering industry have a positive impact on their job satisfaction, and the adaptability of the catering industry staff will also have a positive impact on job performance. The results of this study can be used as a reference in the catering industry in this highly competitive environment.