臺灣博碩士論文加值系統

隨著服務產業的競爭日趨激烈，許多企業紛紛開始以內置客服部門或委外客服中心的方式來加強與顧客的關係管理，而為提供滿意的服務品質，甄選良好情緒智能的客服人員是企業必須關注的議題。當前，許多企業雖多半以面談方式進行新進客服人員的甄選，但實務界尚未系統性的發展與情緒智能相關的專屬面談題項，此外，對於業界現在所普遍使用的情緒智能面談題項與面談方式亦缺乏信效度的驗證。故本研究共分成兩部分：研究一部分，以發展開放式情緒智能面談題項為主，並探討是否可透過結構式電腦輔助面談的方式了解個人情緒智能的表現程度。研究二部分，則探討是否可透過結構式面對面的面談方式來了解個人情緒智能的表現程度並進一步比較何種結構式的面談類型對情緒智能具有較佳的效標關聯效度。
本篇研究採用實驗設計方法，研究一與研究二分別邀請211位大四學生及20位大三學生作為研究對象，前者的有效回收率分別為：樣本基本資料問卷91.9%、情緒智能四十題項強迫選擇量表91.5%、情緒智能十六題項李克特五等量表88.2%、五大人格量表79.6%與面談卷86.7%；後者的有效參與率為100%。研究結果發現：(一) 透過結構式電腦輔助面談與結構式面對面面談，兩者確實皆可了解個人情緒智能表現的程度。(二) 結構式面談類型中，行為描述式面談對情緒智能具有較良好的效標關聯效度。
根據上述的研究結果，本研究建議，企業在進行客服人員甄選面談時，可在考量公司本身的甄選規模與甄選預算下，從電腦輔助面談與面對面面談間，挑選適宜的面談操作方式。

With the competition in the service industry is fiercer and fiercer, many companies have set up customer service department or outsourced call center to enhance their capability of customer relationship management. To offer quality service, how to select good customer service representatives is the important issue that companies need to concern. Nowadays, although many companies have relied on interview to select new customer service representatives, there are still no specific open–ended interview questions to examine applicants'' emotional intelligence. Besides, the prevailing interviewing questions adopted by companies are in lack of validity and reliability. Hence, there are two parts of the study; the first part is designed to develop the open-ended interview questions of emotional intelligence and to examine whether we can understand the applicants’ emotional intelligence by means of computer-assisted interview. The second part is to examine whether we can understand the applicants’ emotional intelligence through face-to-face interview. Further, we compared situational interview with pattern-behavior description interview to determine which method is better in terms of criterion-related validity for emotional intelligence.
The experiment is conducted in this study. There are two hundred and twenty-one students in the study one and twenty students in the study two. The former valid responded rate are: the basic data of sample 91.9%, WLEIS 91.5%, WEIS 88.2%, Big-five 79.6% and interview answer sheet 86.7%,the latter valid participated rate is 100%.The results show that using computer-assisted and face-to-face interview are surly can understand the applicants’ emotional intelligence. In the structured interview, pattern-behavior description interview may have the better criterion-related validity for emotional intelligence.
As a result, this research suggested that when companies have to select new customer service representatives, they can choose either computer -assisted or face-to-face interview that can depend on their selecting scale and selecting budget.

第一章 緒論1
第一節 研究背景與動機 1
第二節 研究目的與研究問題 3
第三節 研究流程 4
第二章 文獻探討 6
第一節 情緒智能 6
第二節 五大人格特質 13
第三節 情境式與行為描述式面談 18
第四節 電腦輔助面談 22
第三章 研究一 26
第一節 研究方法 26
第二節 研究結果 35
第三節 小結 49
第四章 研究二 50
第一節 研究方法 50
第二節 研究結果 54
第三節 小結 57
第五章 結論與建議 58
第一節 研究結果與討論 58
第二節 研究貢獻與建議 61
第三節 研究限制與未來方向 62
參考文獻 64
附錄一：實驗指導語 74
附錄二：情緒智能與五大人格量表 75
附錄三：面談流程投影片(以情境式面談為例) 83
附錄四：訪談大綱 85
附錄五：專家效度檢測(部分) 86
附錄六：情緒智能面談題項與評分準則 88
附錄七：控制組面談題項 91
附錄八：面對面面談評分卷 92
附錄九：所有研究變項的的相關分析總表 93

一、中文部分
(一)圖書
周文賢(2004)。多變量統計分析：SAS/STAT使用方法。台北市：智勝文化。
(二)期刊論文
林彥輝、王建力 (2006) 。電話服務作業之工作壓力與健康危害調查。勞工安全衛生研究季刊，15 (1) ，80-90。
房玉美 (2002) 。儲備幹部人格特質甄選量表之建立與應用－以某高科技公司為例。人力資源管理學報，2 (1)，01-18
(三)網路資源
行政院主計處網站 (2009)。「人力資源統計資料」。(http://www.stat.gov.tw/ct.asp?xItem=17166&ctNode=517)
聯合人力網 (2007)。「客服中心 業績推手」。
(http://pro.udnjob.com/mag2/hr/printpage.jsp?f_ART_ID=33715)
二、英文部分
(一)圖書
Bar-on, R. (1997). Bar-on Emotional Quotient Inventory: A measure of emotional intelligence. In Technical Manual, Multi-Health Systems. Toronto
Boyatzis, R. E., Goleman, D., & Rhee, K. S. (2000). Clustering competence in emotional intelligence. In R. Bar-On, & J. D. A. Parker (Eds.), The handbook of emotional intelligence: Theory, development, and assessment, and application at home, school, and in the workplace (pp. 343–362). San Francisco, CA: Jossey-Bass.
Cattell, R. B. (1946). The description and measurement of personality. Yonkers, NY: World Book.
Cooper, R. K. (1996/1997). EQ Map Interpretation Guide. San Francisco, CA: ATT and Essi Systems.
Dipboye, R.L., & Jackson, S. L. (1999) Interviewer experience and expertise effects. In R. W. Eder & M. M. Harris (Eds.), The employment interview handbook (pp. 299-292). Thousand Oaks, CA: Sage.
Donald $ William (1995). Business research method. Chicago: Richard D.I.
Foddy, W. (1993). Constructing Questions for Interviews and Questionnaires: Theory and Practice in Social Research. Cambridge: Cambridge University Press.
Gardner, H. (1993). Multiple intelligences: the theory in practice. New York: Basic Books.
Goldberg, L. R. (1981). Language and individual differences: The search for universals in personality lexicons. In Wheeler L. (Ed.), Review of PersonaUty and Social Psychology(Vol. 2, pp. 141-166). Beverly Hills, CA: Sage Publications.
Goldman, D (1995) Emotional intelligence. New York: Bantam Books.
Goldman, D (1996) Emotional intelligence: Why it Can Matter More than IQ, Bloomsbury Publishing, London.
Goldman, D (1998) Working with emotional intelligence. New York: Bantam Books.
Higgs, M. J., & Dulewicz, S. V. (1999) Making Sense of Emotional Intelligence, NFER-Nelson, Windsor.
Hogan, R. (1986). Manual for the Hogan Personality Inventory. Minneapolis: National Computer Systems.
Latham, G. P. (1993). Finding the right fit: Interview techniques for the 90’s. The Insignia Video Series. Insights into human resources management, 1
Latham, G.P. (1989). The reliability, validity, and practicality of the situational interview. In R. Eder & G. Ferris (Eds.), The employment interview: Theory, method, and practice. Newbury Park, CA: Sage.
Mayer, J. D., & Salovey, P. (1997) What is emotional intelligence? In P. Salovey, & D. Sluyter (Eds.), Emotional development and emotional intelligence: educational implications (pp. 3-34). New York: Basic Books.
McDougall, W. (1932). Of the words character and personality. Character Personality, 1, 3-16.
Sternberg, R. J. (1996) Successful Intelligence. New York: Simon & Schuster.
Thorndike, E. L. (1920). Intelligence and its uses. Harper’s Magazines, 140,227-235
Webster, J. (1998). Shaping Woman’s work; Gender, Employment and Information Intelligence, Longman, London.
(二)期刊論文
Barrick, M. R., & Mount, M. K. (1991). The big five personality dimensions and job performance: A meta-analysis. Personnel psychology, 44, 1-26.
Barrick, M. R., Mount, M. K., & Judge, T. A. (2001). Personality and performance at the beginning of the new millennium: What do we know and where do we go next? International Journal of Selection & Assessment, 9(1-2), 9-30.
Borgatta, E. E. (1964). The structure of personality characteristics. Behavioral Science, 12, 8-17.
Bowling A., Bannister D., & Sutton, S. (2002) A multidimensional model
Bowling, A. (2005) Mode of questionnaire administration can have serious effects on data quality, Journal of Public Health, 27(3), 281-291.
Campion M. A., Campion J. E., & Hudson, J. P. Jr. (1994). Structured interviewing: A note on incremental validity and alternative question types. Journal of Applied Psychology, 79, 998-1002.
Campion, M. A., Palmer, D. K., & Campion, J. E. (1997). A review of structure in the selection interview. Personnel psychology, 50(3), 655-702.
Campion, M. A., Pursell, E., & Brown, B. K. (1988). Structured interview: Raising the psychometric properties of the employment interview. Personnel Psychology, 41, 25-42.
Cattell, R. B. (1943). The description of personality: basic traits resolved into clusters. Journal of Abnormal Social Psychology, 38, 476-506.
Cattell, R. B. (1947). Confirmation and clarification of primary personality factors. Psychometrika, 12, 197-220.
Cattell, R. B. (1948). The primary personality factors in women compared with those in men. British Journal of Psychology, 1, 114-130.
Ciarrochi, J. V., Chan, A. Y. C., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual Differences, 28(3), 539-561.
Costa, P.T. J.r., & McCrae, R. R. (1988). From catalog to classification: Murray''s needs and the five-factor model. Journal of Personality & Social Psychology, 55, 258-265.
Davis, M., Stankov, L., & Roberts, R. D. (1998). Emotional intelligence: In search of an elusive construct. Journal of Personality and Social Psychology, 75(4), 989-1015
Digman, J. M. (1990). Personality structure: Emergence of the five-factor model. Annual Review of Psychology, 41, 417-440.
Dulewicz, S.V., Higgs, M. J., & Slaski, M. (2003). “Emotional intelligence: content, construct and concurrent validity”, Journal of Managerial psychology, 18(5), 405-420
Dulewicz, V., & Higgs, M. (2000). Emotional intelligence: A review and evaluation study. Journal of Managerial Psychology, 15(4), 341-372
Fiske, D. W. (1949). Consistency of the factorial structures of personality ratings from different sources. Journal of Abnormal Social Psychology, 44, 329-344.
Flanagan, J.C. (1954). The critical incident technique. Psychological Bulletin, 51, 327-358.
Ghiselli, E. E. (1973). The validity of aptitude tests in personnel selection. Personnel Psychology, 26, 461-477.
Gibb, J., & Taylor, P. J. (2000, April). Further analysis of alternative question type in the structured employment interview. Paper presented at the 15th annual conference of the Society for Industrial and Organizational Psychology, New Orleans, LA.
Groves R. M., Robert M., Robert B., Cialdini, Mick P., & Couper. (1992). Understanding the Decision to Participate in a Survey. Public Opinion Quarterly, 56, 475-495.
Guion, R. M., & Gottier, R. F. (1965). Validity of personality measures in personnel selection. Personnel Psychology, 18, 135-164.
Hakel, M. D. (1974). Normative personality factors recovered from ratings of personality descriptors: The beholder''s eye. Personnel Psychology, 27, 409-421.
Hallfors, D., Khatapoush, S., Kadushin, C., Watson K., & Saxe L. (2000) A comparison of paper vs. computer-assisted self interview for school alcohol, tobacco, and other drug survey. Evolution and Program Planning, 23, 149-155
Higgs, M. (2004). A study of the relationship between emotional intelligence and performance in UK call centres. Journal of managerial Psychology, 19(4), 442-453.
Higgs, M. J., & Dulewicz, V. (2000). “Emotional intelligence, leadership and organization culture”, paper presented at the 2nd International Emotional Intelligence Conference, London, May.
Hogan, R., Hogan, J., & Roberts, B. W. (1996) Personality measurement and employment decisions. American Psychologist, 51, 469-477.
Huffcutt, A. I., & Arthur, W. (1994) Hunter and Hunter (1984) revisited: Interview validity for entry-level jobs. Journal of Applied psychology, 79, 184-190.
Huffcutt, A. I., Conway, J. M., Roth P. L., & Klehe, U. C. (2004). The impact of job complexity and study design on situational and behavior description interview validity. International Journal of selection and assessment, 12(3), 262-273.
Huffcutt, A. I., Weekley, J. A., Wiesner, W. H., Degroot, T. G., & Jones, C. (2001) Comparison of situational and behavior description interview questions for higher-level positions. Personnel psychology, 54, 619-644.
Hunter, J. E., & Hunter, R. F. (1984) Validity and utility of alternative predictors of job performance. Psychology Bulletin, 76(1), 72-93
Hurtz, G. M., & Donovan, J. J. (2000). Personality and job performance: The Big Five revisited. Journal of Applied Psychology,85, 869–879.
Janz, T. (1982). Initial comparison of patterned behavior description interviews versus unstructured interviews. Journal of Applied Psychology, 67, 577-580
Jarman, J., Butler, E. & Clairmont, D. (1998), “From fish and forestry to phones and the new information economy in maritime Canada”, paper presented at Work Employment and Society Conference, Cambridge University, Cambridge.
Jawahar, I. M., &Mattsson, J. (2005) Sexism and beautyism effects in selection as a function of self-monitoring level of decision maker. Journal of applied psychology, 90(3), 563-573.
Jordan, P. J., Ashkanasy, N. M., Härtel, C. E. J., & Hooper, G. S. (2002a). Workgroup emotional intelligence: scale development and relationship to team process effectiveness and goal focus. Human Resource Management Review, 12(2), 195-214.
Klehe, U. C., & Latham, G. P. (2005) The predictive and Incremental Validity of the Situational and Patterned Behavior Description Interviews for Teamplaying Behavior. International Journal of selection and assessment, 13(2), 108-114
Kohn L. S., & Dipboye, R. L. (1998). The effect of interview structure on recruiting outcomes. Journal of Social Psychology, 28(9), 821-843
Krajewski, H. T., Coffin, R. D., McCarthy, J. M., Rothstein, M. G., & Johnston, N. (2006) Comparing the validity of structured interviews for managerial-level employees: Should we look to the past or focus on the future? Journal of Occupational and Organizational Psychology, 79, 411-432.
Latham, G. P., & Skarlicki, D. P. (1995) Criterion-related validity of the situational and patterned behavior description interviews with organizational citizenship behavior. Human Performance, 8(2), 67-80
Latham, G. P., Sarri, L. M., Pursell, M. A., & Compion, M. A. (1980). The situational interview. Journal of Applied Psychology, 65, 422-427.
Law, K. S., Mobley, W. H., & Wong, C. (2002) Impression management and faking in biodata scores among Chinese job seekers. Asia Pacific Journal of Management, 19, 541-556
Law, K. S., Wong, C., & Song, L. J. (2002). The construct and validity of emotional intelligence and its potential utility for management studies. Journal of Applied psychology, 89(3), 483-496.
Locke, E. A. (1968) Toward a theory of task motivation and incentives. Organizational Behavior and Human Performance, 3, 157-189.
Mayer, J. D., Caruso, D. R., & Salovey, P. (1999). Emotional intelligence meets traditional standards for intelligence. Intelligence, 27(4), 267-298
Mayer, J. D., Caruso, D. R., & Salovey, P. (2000a). Emotional intelligence meets traditional standards for an intelligence. Intelligence, 27(4), 267–298.
Mayer, J. D., Salovey, P., Caruso, D. R., & Sitarenios, G. (2003). Measuring emotional intelligence with the MSCEIT V2.0. Emotion, 3, 97–105.
McCrae, R. R., & Costa, P. T. Jr. (1987). Validation of the five-factor model of personality across instruments and observers. Joumal of Personality & Social Psychology, 52, 81-90.
McDaniel, M. A., & Frei, R. L. (1994) Validity of customer service measures in personnel selection: A-meta-analysis. Paper presented at the ninth annual conference of the Society for Industrial and Organizational Psychology, Inc.: Nashville.
Menon, K., & Dube, L. (2000). Ensuring greater satisfaction by engineering salesperson response to customer emotions. Journal of Retailing, 76(3), 285-302.
Newman, J. C., Jarais D. C. Des, Turner, C. F., Gribble J., Cooley P., & Paone, D. (2002) The differential effects of face-to-face and computer interview modes. American Journal of Public Health, 92(2), 294-297.
Noller, P., Law, H., & Comrey, A. L. (1987). Cattell, Comrey, and Eysenck personality factors compared: More evidence for the five robust factors? Joumal of Personality and Social Psychology, 53, 775-782.
Norman, W. X. (1963). Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomination personality ratings. Joumal of Abnormal & Social Psychology, 66, 574-583.
of QoL in older age. Age Mental Health, 6, 355-371.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 4(1), 12-39
Petrides, K. V., & Furnham, A. (2000) Gender differences in measured and self-estimated trait emotional intelligence. Sex Roles, 42(5), 449-461.
Podsakoff, P. M., MacKenzie S. B., & Lee, J. Y. (2003) Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903.
Posthuma, R. A., Morgeson, F. P., & Campion, M. A. (2002). Beyond the employment interview: A comprehensive narrative review of recent research and trends over time. Personnel Psychology, 55, 1–81.
Pugh, S. D. (2001). Service with a smile: emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1028.
Pulakos, E. D., & Schmitt, N. (1995) Experience-based and situational interview questions: Study of validity. Personnel Psychology, 48(2), 289-307
Reja, U., Manfreda, K. L., Hlebec, V., & Vehovar, V. (2003). Open-ended vs. Close-ended Questions in Web Questionnaires. Devalopment in Applied Statistics, Anuška Ferligoj and Andrej Mrvar (Editors)
Rew, L., Horner, S. D., Riesch L., & Cauvin, R. (2004) Computer-assisted survey interviewing of school-age children. Advances in Nursing Science, 27(2), 129-137.
Richardson, R. (1994) “Back-officing front office functions─organizational and locational implications of new telemediated services”, in Munsell, R (Ed.), Management of Information and Communication Technologies, Emerging Patterns of Control, ASLIB, London, pp. 309-335
Richman, W. L., Weisband, S., Kiesler, S., & Drasgow, F. (1999) A meta-analytic study of social desirability response distortion in computer-administered and traditional questionnaires and interviews. Journal of Applied Psychology, 84, 754-775
Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211.
Schmidt, N., Gooding, R. Z., Noe, R. A., & Kinch, M. (1984). Meta-analyses of validity studies published between 1964 and 1982 and the investigation of study characteristics. Personnel Psychology, 37, 407-422.
Skyrme, P., Wilkinson, L., Abraham, J. D., & Morrison, Jr. J. D. (2005) Using Personality to Predict Outbound Call Center Job Performance. Applied H.R.M. research, 10(2), 89-98
Smith, G. M. (1967). Usefulness of peer ratings of personality in educational research. Educational and Psychological Measurement, 27, 967-984.
Snarey, J. R., & Vaillant, C. P. E. (1985) How lower and working class youth become middle class adults: the association between ego defense mechanisms and upward social mobility. Child Development, 56(4), 899-910
Steven, L. (2004). How emotional intelligence can improve management performance International. Journal of Contemporary Hospitality Management. 30(5), 36-39.
Tan, H. H., Foo, M. D., & Kwek, M. H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47(2), 287-296
Tourangeau, R., & Smith, T. W. (1996). Asking sensitive questions: The impact of data collection mode, question format, and question context. Public Opinion Quarterly, 60, 275-304.
Tupes, E. C. (1957). Personality traits related to effectiveness of junior and senior Air Force officers (USAF Personnel Training Research, No. 57-125). Lackland Airforce Base, TX: Aeronautical Systems Division, Personnel Laboratory.
Tupes, E. C., & Christal, R. E. (1961) Recurrent personality factors based on trait ratings (ASD-tr-61-97). Lackland Air Force Base, TX: Aeronautical Systems Division, Personnel Laboratory.
Watson, D. (1989). Strangers'' ratings of the five robust personality factors: Evidence of a surprising convergence with self-report. Journal of Personality & Social Psychology, 57, 120-128.
Wiesner, W. H., & Cronshaw, S. F. (1998). A-meta-analytic investigation of the impact of interview format and degree of structure on the validity of the employment interview. Journal of Occupational Psychology, 61, 275-290
Winsted, K. F. (2000) Service behaviors that lead to satisfied customers. European Journal of Marketing, 34(3/4), 399-417.
Wong, C., & Law, K. S. (2002) The effects of leader and follower emotional intelligence on performance and attitude: A exploratory study. The Leadership Quarterly, 13(3), 243-274
Wong, C., Law, K. S., & Wong, P. (2004) Development and validation of a forced choice emotional intelligence measure for Chinese respondents in Hong Kong. Asia Pacific Journal of management, 21(4), 535-559.
Wong, C. S., Wong, P. M., & Law, K. S. (2002, July). The interaction effect of emotional intelligence and emotional labor on job satisfaction: A test of Holland’s classification of occupations in Hong Kong. Paper presented at the third international conference on Emotions and Organizational Life, Gold Coast, Queensland, Australia.