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研究生(外文):Chien-Yu Huang
論文名稱(外文):The Study among Emotional Intelligence, Role Stress and Performance in Call Centers
外文關鍵詞:emotional intelligencerole stressservice performancecall centers
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The development and use of call centers to handle various aspects of customer relationship management continues to grow rapidly, even gradually replace the traditional face-to-face contact with the customer interaction. Many firms rely on call centers to address customer concerns about problems with a product or service and product information. While the call center is increasingly known as a valuable resource for firms in managing customer relationships, it has also developed a reputation as a stressful work environment. The purpose of this study is to explore the mediating effect of role stress on the relationship between emotional intelligence and performance, trying to understand how the call center employees through the emotion regulation mechanism to change their perception of the role stress, thereby affecting the performance.
370 questionnaires were used to survey two call center employees. Besides the invalid or incomplete questionnaires, there were 306 valid questionnaires. The overall valid responded rate was about 82.7%, and this study conducted hierarchical regression and logistic regression analyses to test our hypotheses. The results show that the emotional intelligence negatively influences role stress. While it positively influences service performance and doesn’t significantly impact job performance. Furthermore, role stress negatively influences on service performance and doesn’t significantly impact job performance. In lastly, emotional intelligence positively influences service performance through role stress.
As a result, this study suggested that call centers emphasize on emotional intelligence and stress resistance of employees, in order to understand whether they can adapt for huge stress in a call center industry and meet performance. The results of this study can be used in call centers human resources management practices, personnel recruitment and selection process based on the reference.
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的4
第二章 文獻探討5
第一節 情緒智能5
第二節 角色壓力11
第三節 服務績效14
第四節 情緒智能與角色壓力的關係20
第五節 情緒智能、角色壓力與績效的關係21
第六節 情緒智能與績效的關係:角色壓力的中介效果25
第三章 研究方法26
第一節 研究架構與研究假設26
第二節 研究設計27
第三節 變數操作性定義與衡量工具29
第四節 資料分析方法33
第五節 問卷修訂之信、效度分析35
第四章 研究結果40
第一節 樣本結構與研究變數分析40
第二節 樣本基本資料對研究變項之差異分析44
第三節 情緒智能、角色壓力與績效之相關分析46
第四節 情緒智能、角色壓力與績效之迴歸分析48
第五節 小結56
第五章 結論與建議58
第一節 研究結論58
第二節 研究貢獻與建議61
第三節 研究限制與未來研究方向62
附錄一 問卷內容75

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