臺灣博碩士論文加值系統

櫃檯的第一線服務人員，其負向情緒會影響顧客觀感，降低服務品質。公營企業單位標榜以「顧客導向｣為策略，公營事業台電公司台電公司亦把提升對民眾的服務品質視為重要目標。電力是經濟發展的原動力，情緒因素影響顧客滿意度相對也會重挫政府形象，公營事業將民眾視為顧客，因此探討如何改善公營機構櫃檯員工情緒勞動，近一步提高服務品質及服務績效，是至關重要的議題。本究以台電公司花蓮區營業處為研究對象，透過問卷調查的方式，嘗試了解台電員工情緒勞動的狀況，並同時探討深層演出與淺層演出的因應狀況。此外，並透過訪談的方式，探詢各種可能舒緩情緒勞動的作法。研究結果有助於公營企業改善第一線服務人員情緒勞動的重要參考。期能藉由情緒勞動的改善，有助於服務滿意及服務績效的提昇。

Some customer service personnel have a poor attitude when dealing with customers, and this leads to a reduced quality of service. Government-owned businesses generally pride themselves on being customer oriented, and providing a high quality of service. Taipower is no exception. Electricity is one of driving forces behind economic development and Taipower is a vital component to economic development in Taiwan. Emotional factors are also a vital part of customer service quality. Negative emotions from staff not only reduce quality of service but also damage the image of government- owned businesses. Government-owned businesses take the public as their customers, therefore, identifying problems with customer service personnel and dealing with them, in order to improve customer satisfaction is an important issue. Through questionnaires, aiming to understand the emotional state and problems of customer service employees at Taipower, a greater understanding of how respond to problems can be achieved. This can then be followed up with interviews of customer service personnel, to gain a further understanding of common issues, and better ways of employees to deal with those issues. This study will specifically focus on the Hualien branch of Taipower, and the results will help government-owned businesses to deal with customer service personnel who at times display a questionable attitude, and how to improve their quality of service, which will enhance the level of service quality and efficiency.

第一章 緒論…………………………………………………… 1
第一節 研究背景與動機……………………………………………… 1
第二節 研究目的……………………………………………………… 3
第二章 文獻回顧……………………………………………… 4
第一節 台電公司使命、願景、經營理念…………………………… 4
第二節 服務品質與顧客滿意度……………………………………… 6
第三節 情緒勞動……………………………………………………… 8
第四節 情緒勞動對服務品質與客戶滿意度的影響………………… 11
第三章 研究方法……………………………………………… 14
第一節 研究流程…………………………………………………… 14
第二節 研究對象……………………………………………………… 15
第三節 問卷設計……………………………………………………… 17
第四節質性訪談大綱…………………………………………………… 19
第四章 研究結果……………………………………………… 21
第一節 各研究變數的概況與相關情形……………………………… 21
第二節 人口統計變數在情緒勞動上的差異分析…………………… 22
第三節 人口統計變數在因應情況上的差異分析…………………… 24
第四節 訪談結果分析………………………………………………… 27
第五章 結論與建議…………………………………………… 29
第一節 結論與討論…………………………………………………… 29
第二節 建議…………………………………………………………… 31
參考文獻…………………………………………………………………… 33
附錄一 問卷……………………………………………………………… 37
附錄二 訪談資料………………………………………………………… 40

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