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研究生:黃千毓
研究生(外文):Chien-Yu Huang
論文名稱:客服人員情緒智能、角色壓力與績效之研究
論文名稱(外文):The Study among Emotional Intelligence, Role Stress and Performance in Call Centers
指導教授:王精文王精文引用關係
學位類別:碩士
校院名稱:國立中興大學
系所名稱:企業管理學系所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:中文
論文頁數:79
中文關鍵詞:情緒智能角色壓力服務績效客服中心
外文關鍵詞:emotional intelligencerole stressservice performancecall centers
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客服中心的發展與運用,對於處理顧客關係管理的問題成長地非常迅速,甚至逐漸取代傳統上與顧客面對面接觸的互動關係。許多企業仰賴客服中心提供給顧客有關產品銷售或服務的資訊,為顧客關係管理的重要資產,不過也造就了高壓力的工作環境。因此,本研究以角色壓力為中介變項,探討情緒智能對績效之影響,試圖了解客服人員如何透過情緒調節機制來改變其對角色壓力的知覺,進而影響工作表現。
本研究採用問卷調查法,以兩家客服中心的來電客服人員為研究對象,共計發放370份問卷,扣除無效問卷及填答不完整者,共回收306份有效問卷,有效回收率為82.7%。採用階層迴歸與Logistic迴歸分析檢定本研究之假設,研究結果發現:情緒智能對角色壓力有顯著負向影響,但對服務績效有正向影響,對工作績效則沒有顯著影響;角色壓力對服務績效有顯著負向影響,對工作績效則沒有顯著影響;而情緒智能則會透過角色壓力的中介效果影響服務績效。
對於客服中心而言,如何找尋情緒調節能力佳與抗壓性高的優秀客服座席從事客服工作,一直是客服中心積極努力的目標。因此,本研究建議客服中心在甄選人才時,應注重員工的情緒智能與抗壓能力,以了解其是否能在工作壓力龐大的客服產業中,適應良好並達成任務以創造績效,以作為客服中心人力資源管理實務上,人員招募與遴選過程的參考依據。
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
參考文獻65
附錄一 問卷內容75
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