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研究生:何淑惠
研究生(外文):Shu- Hui Ho
論文名稱:百貨公司專櫃人員情緒智力、生涯適應力、離職傾向關係之研究
論文名稱(外文):The Relationship among Emotional Intelligence, Career Adaptability and Turnover Intention of Department Store Sales Staffs
指導教授:黃佳純黃佳純引用關係
指導教授(外文):Jie-Tsuen Huang
口試委員:王湧泉劉廷揚許聖章
口試委員(外文):Yung-Chuan WangTing-Yang LiuSheng-Jang Sheu
口試日期:2015-06-05
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:101
中文關鍵詞:百貨公司專櫃人員情緒智力生涯適應力離職傾向
外文關鍵詞:department store sales staffsemotional intelligencecareer adaptabilityturnover intention
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縱然百貨公司坐擁「經濟櫥窗」這個美麗名字,但專櫃人員的流動率是百貨公司一直存在的問題,百貨公司講究的是一對一精緻的服務,隨著時代的改變,人們的主觀意識抬頭,如何在快速變動的工作環境中調適自我與應對,是百貨專櫃人員必須面對的課題,企業更須找出造成員工離職的因素,進行協助與支持,以降低人事成本的支出。因此,本研究試圖探討百貨公司員工的情緒智力、生涯適應力與離職傾向之關係,期盼能對企業和從業人員有所幫助。
本研究以高雄市百貨公司專櫃人員為研究對象,透過問卷調查法蒐集所需的資料,共發放400份問卷,回收有效問卷為330份,有效回收率為82.5%,經階層迴歸分析與Sobel檢定後,研究結果如下:
一、情緒智力對離職傾向具有負向影響
二、情緒智力對生涯適應力具有正向影響
三、生涯適應力對離職傾向具有負向影響
四、生涯適應力在情緒智力與離職傾向之關係上具有中介效果

Although department stores are reputed by the name “ the economic window ”, sales staff turnover is an ongoing problem for department stores. Department stores give emphasis to one-on-one and exquisite services, but with the changing times, people’s subjective awareness has risen. How to make self-adjustments and cope with the rapidly changing work environment is a pressing issue faced by department store sales staffs. It is also essential that enterprises find factors contributing to staff turnover in order to provide assistance and support, thus reducing personnel costs. Hence, this study attempted to explore the relationship among emotional intelligence, career adaptability, and turnover intention, with hopes of helping enterprises and employees.
In this study, sales staff members of department stores in Kaohsiung City were adopted as research participants. Data were collected through the questionnaire survey method. A total of 400 questionnaire copies were distributed, 330 of which received were valid copies, accounting for the valid rate is 82.5%. Results obtained through regression analysis and Sobel test are as following:
1. Emotional intelligence has a negative effect on turnover intention.
2. Emotional intelligence has a positive effect on career adaptability.
3. Career adaptability has a negative effect on turnover intention.
4. Career adaptability has a mediation effect on the relationship of
emotional intelligence and turnover intention.

摘 要 iii
ABSTRACT iv
謝 誌 v
目 錄 vi
表 目 錄 viii
圖 目 錄 ix
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 6
第貳章 文獻探討 7
第一節 情緒智力 7
第二節 生涯適應力 20
第三節 離職傾向 28
第四節 情緒智力、生涯適應力與離職傾向之關係 42
第參章 研究方法 47
第一節 研究架構 47
第二節 研究假設 48
第三節 研究變項之操作性定義及衡量工具 49
第四節 研究對象選擇與資料蒐集過程 53
第五節 資料分析方法 54
第六節 量表之信效度分析 60
第肆章 實證分析 63
第一節 樣本描述性統計分析 63
第二節 相關分析 67
第三節 迴歸分析 68
第四節 中介分析 72
第五節 研究假設檢定結果 74
第伍章 結論與建議 75
第一節 研究結論 75
第二節 管理意涵 79
第三節 實務建議 80
第四節 研究限制與未來研究建議 85
參考文獻 87
一、中文部分 87
二、英文部分 90

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