Research On The Relationships Among The EI、Pos And Performance Of The Employees In The Service Industry

With the rapid development of market economy, enterprises are faced with a variety ofnew changes and challenges. The movement and uncertainty in business environment andthe diversion and complexity of organizational tasks are forcing companies to rely oninternal staff to create a better performance to adapt to the new environment.Foreign research scholars noticed that the employee’s IQ does not have an absoluteinfluence on their performance, but on the contrary, their EI does. A multitude of scholarsoperated empirical research on employees and managers in different industries andconcluded different results. However, most results support EI has a positive effect on jobperformance.Organizational support originated from the social exchange theory. Organizationalsupport believes that support and care from organization decide the extent of staff’s jobinvolvement. Organizational support makes people realize that overemphasizing thecontribution of employees or ignoring respect and support for the employees is wrong. So itis a very important strategy.This thesis mainly studies the impact of emotional intelligence on job performance andthe impact of organizational support on the performance in service industry. And it alsoexplores organizational support’s regulatory role in the process.Primary data is collected via both paper and web questionnaires and then is analyzedby SPSS17.0and AMOS16.0. The research result illustrates that the dimensions ofemotional intelligence as well as organizational support are significant to employees’performance. Firstly, organizational support plays a regulatory role in the process ofemotional intelligence (perception of emotion and emotion understanding) affectingcontextual performance; Secondly, organizational support plays a regulatory role in theprocess of emotional intelligence (integration of emotion and use of emotion) affecting taskperformance.