臺灣博碩士論文加值系統

　　本研究探討實質吸引力、情緒智商與服務專業能力對傳統工作績效模型(包括工作滿意度、組織承諾與工作績效)之影響。以高雄市房屋仲介從業人員為調查對象。並以前六大家數較多之房屋仲介品牌按家數比例發放，共發放511份問卷。發放時間自2017年12月20至2018年2月28止。實際回收511份，扣除無效問卷32份，有效問卷共479份，有效回收率93.73%。以線性結構方程模型(structural equation modeling, SEM)進行分析。實證結果顯示，工作滿意度會透過組織承諾間接影響工作績效。服務專業能力會顯著正向影響工作績效與工作滿意度。實質吸引力會顯著正向影響服務專業能力與工作滿意度。情緒智商會顯著正向影響服務專業能力、工作滿意度與直接影響工作績效。顯示實質吸引力與情緒智商為工作滿意度之前置變數。最後，於討論工作滿意度、組織承諾與工作績效之結構關係時，不可忽略實質吸引力、情緒智商與服務專業能力之重要影響因素。

　　This study examined the influence of physical attractiveness, emotional intelligence, and service professional capability on traditional job performance models (including job satisfaction, organizational commitment, and job performance). The participants in this study were real estate salespersons from Kaohsiung City. 511 questionnaires were administered to the offices of the top six housing brokerage firms in terms of number of office branches. The questionnaires were administered between December 20, 2017, and February 28, 2018. 511 questionnaires were returned, of which 479 were valid, representing an effective response rate of 93.73%. Structural equation modeling (SEM) was used to perform the analysis in this study. The empirical results indicated that job satisfaction indirectly influences work performance through organizational commitment; service professional capability has a significant positive impact on work performance and job satisfaction; physical attractiveness has a significant positive impact on service professional capability and job satisfaction; emotional intelligence has a significant positive impact on service professional capability and job satisfaction; and emotional intelligence directly influences work performance. These results indicated that physical attractiveness and emotional intelligence are antecedent variables of job satisfaction. Furthermore, with respect to studies on the structural relationships between job satisfaction, organizational commitment, and job performance, the important influencing factors that should not be ignored are physical attractiveness, emotional intelligence, and service professional capability.

謝誌　i
摘要　ii
Abstract　iii
目錄　iv
圖目錄　v

第一章、前言　1
　第一節、研究動機　1
　第二節、研究目的　2
　第三節、研究內容、範圍與研究方法　3
　第四節、研究流程　3
第二章、理論背景　5
　第一節、實質吸引力、情緒智商與服務專業能力　5
　第二節、工作滿意度、組織承諾與工作績效　8
第三章、文獻回顧與研究假說　10
　第一節、實質吸引力、服務專業能力、工作滿意度、組織承諾與工作績效之關係　10
　第二節、情緒智商、服務專業能力、工作滿意度、組織承諾與工作績效之關係　11
　第三節、工作滿意度、組織承諾與工作績效之關係　13
第四章、研究設計　14
　第一節、研究架構　14
　第二節、研究變數之操作性定義　15
　第三節、問卷設計　17
　第四節、抽樣方法與資料收集　21
第五章、樣本與資料分析　21
　第一節、樣本統計量描述　21
　第二節、信度與效度分析　22
第六章、實證結果與討論　24
　第一節、概念架構模式之驗證　24
　第二節、結果與討論　26
第七章、結論與建議　30
　第一節、理論意涵　30
　第二節、實務意涵　30
　第三節、研究限制與建議　31
參考文獻　32
附錄　40

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