臺灣博碩士論文加值系統

顧客服務中心已經成為ㄧ個具有相當潛力的產業，然而在這個高度人力密集且高度仰賴教育訓練的產業中，訓練移轉動機的研究卻鮮為人見。
教育訓練移轉的影響因素ㄧ般來說可以概略的分為受訓者特質、訓練設計和工作環境三大因素。本研究以訓練移轉動機為應變數，Holton等人提出的模型所列舉的工作環境因素（主管以及同儕對訓練的支持、主管反對使用訓練課程所學、個人使用訓練所學會帶來的正面結果，不使用訓練所學會帶來的負面結果、績效指導、群體的改變意願）和工作倦怠（Job Burnout）程度為自變數，使用調查研究法來檢證這些因素和個人的訓練移轉動機之間呈現何種關係，並以客服人員的工作倦怠程度為上述關係的調節變項。
本研究之樣本為目前在台灣地區擔任進線服務的客服人員，有效樣本240份。進行皮爾森積差相關分析和多元迴歸分析結果發現，除主管反對和個人負面結果以外，主管支持、同儕支持、績效指導、正面個人結果、改變意願和工作倦怠對於訓練移轉動機都具有影響力。工作倦怠程度對於主管反對、績效指導、正面個人結果和訓練移轉動機之間的關係具有調節效果。

The study examined the relationships between motivation to training transfer of customer service representatives and the environmental factors, which are suggested in Holton et al.’s conceptual model of Learning Transfer System Inventory. The environmental factors include: supervisor support, supervisor sanctions, peer support, positive personal outcomes, negative personal outcomes, performance coaching and openness to change, which were hypothesized to influence the motivation to training transfer.
From the literature review of call centers, job burnout level of individual CSR was hypothesized to influence the motivation and to produce a moderating effect on the relationship of environmental factors and motivation to training transfer.
The population sampled in the study were CSR in charge of inbound service and effective sample size were 240. Multiple regression analysis showed that, besides supervisor sanction and negative personal outcome, the others have influences on motivation to training transfer. And the factor of burnout had moderating effect on personal-positive outcome, supervisor sanction and performance coaching.

第一章 緒論…………………………………………… 1
第一節 研究動機……………………………………… 1
第二節 研究目的……………………………………… 3
第二章 文獻探討……………………………………………… 4
第一節 客服中心……………………………………………… 4
第二節 客服中心工作特性…………………………………… 8
第三節 訓練移轉動機………………………………………… 11
第四節 工作倦怠的調節效果………………………………… 21
第三章 研究方法……………………………………………… 28
第一節 研究架構與研究假設………………………………… 28
第二節 操作性定義與衡量…………………………………… 30
第三節 研究範圍和對象……………………………………… 33
第四節 資料分析及統計分析方法…………………………… 35
第四章 研究結果……………………………………………… 37
第一節 信度分析……………………………………………… 37
第二節 描述性統計分析……………………………………… 39
第三節 相關分析……………………………………………… 41
第四節 迴歸分析……………………………………………… 44
第五章 結論與建議…………………………………………… 53
第一節 研究結果……………………………………………… 53
第二節 結果討論與理論意涵………………………………… 56
第三節 管理意涵……………………………………………… 61
第四節 研究限制……………………………………………… 64
第五節 未來研究方向………………………………………… 65
參考文獻 ………………………………………………………… 67
附錄 ………………………………………………………… 68

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