臺灣博碩士論文加值系統

專櫃管理的工作是一項強調時間管理的工作，在有限的時間下經理人經常需要處理龐大的工作量，包含顧客投訴、人員管理、進撤櫃、合約簽訂、以及廠商協調等工作，管理上的複雜性加上頻繁接觸各類的訊息，對於經理人而言很容易造成訊息解讀上的錯誤。
本研究針對某購物中心專櫃管理人員作為調查對象，並參考Jackson et al.(2012)資訊超載影響因素模型，建構本研究適合的資訊超載測量方法，以探討專櫃管理人員於專櫃管理工作中資訊超載的主因，並檢視專櫃管理人員是否會因為職務的差異而導致專櫃管理人員資訊負荷壓力不同。
本研究針對27名專櫃管理人員進行調查，依據研究結果顯示，專櫃管理人員的資訊超載評分多半會反應其部門與職位的特性，而年資的增長則對於專櫃管理人員的資訊超載狀況有正面的效果；此外本研究也發現資訊超載是一種雙向的關係，因此資訊超載中同時包含了資訊與工作的本質對人的影響，亦包含了個人對於資訊與工作的主觀認知，故專櫃管理者可以透過改善個人的認知能力或工具的使用，降低資訊超載問題的發生。
本研究透過檢視專櫃管理人員的資訊超載測量，呈現各部門、職位的資訊負荷特徵，並呈現人員年資差異在資訊負荷壓力上的差異，進一步提供專櫃管理者降低資訊負荷壓力的建議，並提供大型購物中心業主參考。

The work of shopping mall manage is a job about time management job；in the limited time managers often need to deal with the huge amount of work, including customer complaints, personnel management, and coordinating partner. The complexity of management and frequent contact with any kinds of information,for managers this kind of situation, it world easy to make mistakes in the process of the information.
In this study, we focuses on measuring information overload within the shopping mall manager of X shopping mall,and reference the concept of information overload Model by Jackson et al.(2012), to build the appropriate information overload measurement method and measure the shopping mall manager’s information overload stuation ,trying to show up the main reason of the information overload, and knowing the worker''s duties will affect their information load pressure or not.
We test the X shopping mall’s 27 managers，and we found the information load will showing up the worer’s department and position characteristics，and the the different with years, department, and position,it is mine reason lead to every shapping mall manager differ from information overload；besides,information overload is an two-way relationship，include the Information and job’s characteristics impact on the people, and people’s evaluate for the the job and Information, so managers could improve the individual''s cognitive ability or tools using to reduce information overload problems occur.
In this study, we try to viewing the shopping mall manager’s information overload, showing the different departments、positions and yeays information load characteristic, then the manager will be know how toreduce the shopping mall management work’s information load pressure.

Keywords: Information overload, Shopping mall management, Shopping mall, Fuzzy LinPreRa, Information load pressure.

目錄
中文摘要 I
英文摘要 II
誌謝 IV
目錄 V
表目錄 VII
附錄表目錄 X
圖目錄 XI
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究的重要性 3
第四節 研究範圍與流程 4
第貳章 文獻探討 6
第一節 資訊超載 6
第二節 基礎理論 8
第三節 資訊超載測量模型 10
第四節 資訊超載影響因素 17
第五節 測量權重的方法 27
第參章 模式發展 32
第一節 資訊超載層級結構建立 32
第二節 權重測量模式發展 36
第三節 資訊超載計算方法與等級區分標準發展 38
第肆章 實證分析 45
第一節 研究對象介紹 45
第二節 實證分析步驟 49
第三節 研究樣本描述與資料蒐集期間 51
第四節 專家調查結果 55
第伍章 研究結論與建議 103
第一節 研究結論 103
第二節 管理意涵 108
第三節 研究貢獻 111
第四節 研究限制與未來研究方向 113
參考文獻 114
中文參考文獻 114
英文參考文獻 115
附錄 120
附錄1訊息負荷壓力權重測量問卷 120
附錄2 專家成對比較狀況 135
附錄3專家資訊超載自評結果 143

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