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研究生:詹偉勝
研究生(外文):Wei-Sheng Zhan
論文名稱:服務業跨界員工之技術成熟度對其工作滿意影響之研究
論文名稱(外文):A Study On The Impact Of Boundary Spanners’ Technology Readiness On Their Job Satisfactions In The Service Industry
指導教授:關復勇關復勇引用關係
指導教授(外文):Fu-Yong Kuan
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:行銷與流通管理所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:166
中文關鍵詞:技術成熟度工作滿意跨界角色知覺
外文關鍵詞:technology readiness indexperceived boundary spanner rolejob satisfaction
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資訊技術的影響範圍,包括了競爭優勢的創造、管理上的突破、顧客關係的穩固、行銷導向的擴充以及公司國際化的助力(Parasuraman, 2000),其角色重要性,不言可喻。

然而,對於第一線服務人員而言,這些職務強調的是人際接觸,他們活動於組織的周圍或邊界,從事與組織相關的工作,聯繫組織本身與外在環境,素有組織跨界人之稱。資訊技術的導入,一方面固然可助其簡化工作流程,從而有更效率地來服務顧客;然而,另一方面卻又可能減少了其與顧客互動的機會,這樣的矛盾結果顯然會對跨界員工的跨界角色知覺產生某種程度的衝擊。

此外,國內外有關資訊技術方面的研究,多以探討顧客對於此資訊技術的評價為主,亦即以顧客為研究對象,而較乏從員工的觀點出發;抑或多僅是在驗証「技術接受模式」(Technology Acceptance Model, TAM)的預測能力,卻忽視了人們對於技術的觀感應「同時」具備了正面與負面的矛盾情感反應(Mick and Fournier, 1998)。據此,實有必要探究跨界員工對於資訊技術的觀感,以及這樣的態度對其工作滿意所產生之影響,此即本研究之動機所在。

由於資訊技術的導入需龐大資金的支持,一般企業或難以實施,故本研究方選擇以2001年國內50大金融機構之保險業務員及客服人員為研究對象,探究其「技術成熟度(TRI)」與「工作滿意」間的關係模式,並檢視「跨界角色知覺」之中介歷程效果以及「個人屬性」之干擾效果。藉由「複迴歸分析」「典型相關分析」、「變異數分析」「集群分析」以及「區別分析」等多變量統計分析工具檢測研究假設後,主要獲致之研究發現為:
1.技術成熟度中的正面觀點和工作滿意具有正向關聯性;負面觀點則呈反向關係。
2.技術成熟度中的正面觀點與「角色衝突」以及「角色模糊」間具有負向關聯性,與「角色影響力」則呈正向關聯;負面觀點則呈現反向的關係。
3.跨界角色知覺中的「角色衝突」以及「角色模糊」兩構面與工作滿意間具有負向的關聯性;「角色影響力」與工作滿意間則具有正向的關聯性。
4.跨界角色知覺在技術成熟度與工作滿意間的關係模式中具有中介歷程效果。
5.年資與所得兩受試者屬性變項會干擾跨界角色知覺與工作滿意間的關係模式。
6.跨界員工可區分為「積極進取」以及「消極逃避」兩大群體,兩群體對資訊技術皆兼具正反兩面之觀感,頗符合技術矛盾之說。

最後,根據實証研究提出對當前服務業在經營方面,不僅應積極導入資訊技術,期以提升競爭力,且在導入過程中有關員工對資訊技術的反應,亦應加以重視,從而提升其對工作之接受度。
Information Technology has grown into an important role because it could influence the creation of competitive advantage, the breakthrough of management, the steady of customer relationship and the expanse of marketing - orientation.

However, the importation of technology in service industry may strike against employee. Especially for frontier, they work in the boundary of organization and are responsible for establishing contact the relationship between organization and environment. That is why they are called “organizational boundary spanners”. The importation of technology, on one hand would increase efficiency of server, and on the other hand may decrease the opportunity of contact with customer. The paradoxes such as this outcome would obviously assault frontier’s consciousness of boundary spanning roles.

Reviewing the past related studies, the greater parts are concerning customer’s evaluation about Information Technology, that is to say, there are fewer studies focus on employees. Besides, the studies which using employee as subject only test and verify the reliability and validity of technology acceptance model. They ignore that employee may has conflict attitude on Information Technology which exist positive and negative reactions at the same time (Mick and Fournier, 1998). Therefore, this study is of the opinion that we must plumb organizational boundary spanner’s reactions on Information Technology and the relationship between this reaction and satisfaction.

Besides, after considering the importation of technology needs huge capital, in another word, the healthier organization, the more possible support this expenditure, we would using the 50th banks’ customer service representatives and insurance companies’ agents in Taiwan as convenient samples from the investigation of the world magazine. The data has been processed with multivariate analysis and the result finds that:
1.The positive feeling of technology readiness index is significantly positive related to satisfaction while the negative feeling is contrariwise.
2.The positive feeling of technology readiness index is significantly negative related to role conflict and role ambiguous and significantly positive related to the role influence, while the negative feeling is contrariwise.
3.Role conflict and Role ambiguous are significantly negative related to job satisfaction while role influence is significantly positive related to job satisfaction.
4.The perception of boundary spanner has a significantly mediating effect between technology readiness index and job satisfaction.
5.The seniority and income have significantly moderating effect between perception of boundary spanner and job satisfaction.
6.Organization boundary spanner could be discriminated as “enthusiastic type” and “destructive type” .The both two types have conflict attitude on information technology.

In the end, according to these results, we have conclude that the proprietors should not only actively import Information Technology to increase competitive advantages, but also pay much attention to the attitude of employee to promote their acceptance.
VI
中文提要………………………………………………………………… Ⅰ
英文提要………………………………………………………………… III
致謝………………………………………………………………… V
目錄………………………………………………………………… VI
表目錄………………………………………………………………… VIII
圖目錄………………………………………………………………… X
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
第三節研究重要性…………………………………………………… 3
第四節研究對象……………………………………………………… 4
第五節研究步驟……………………………………………………… 5
第二章文獻回顧………………………………………………………… 7
第一節服務接觸之涵義與理論觀點………………………………… 7
第二節工作滿意……………………………………………………… 15
第三節服務人員工作滿意的前因變項之一― 技術成熟度……… 28
第四節服務人員工作滿意的前因變項之二― 跨界角色知覺…… 38
第三章研究方法………………………………………………………… 51
第一節研究架構……………………………………………………… 51
第二節研究變項之定義……………………………………………… 52
第三節研究假設之建立……………………………………………… 54
第四節問卷之編製…………………………………………………… 59
第五節問卷之信效度分析…………………………………………… 62
第六節抽樣設計與問卷回收………………………………………… 73
第七節資料分析流程………………………………………………… 77
第四章實證分析與討論…………………………………………………78
第一節「技術成熟度」、「跨界角色知覺」暨「工作滿意」之評量… 78
第二節「技術成熟度」與「工作滿意」間之關聯性…………………… 88
第三節「跨界角色知覺」與「工作滿意」間之關聯性………………… 92
第四節「技術成熟度」與「跨界角色知覺」間之關聯性……………95
第五節「跨界角色知覺」之中介歷程效果……………………………98
第六節「個人屬性」之干擾效果…………………………………… 104
第七節跨界員工之分群……………………………………………… 120
第五章結論與建議…………………………………………………… 124
第一節研究發現之彙整……………………………………………… 125
第二節行銷管理意涵………………………………………………… 131

第三節後續研究之建議……………………………………………… 133
第四節研究限制……………………………………………………… 134
參考文獻……………………………………………………………… 135
附錄一前測問卷……………………………………………………… 145
附錄二正式問卷……………………………………………………… 152
附錄三常態分配暨變異數齊一性之檢視…………………………… 159
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