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研究生:游淑雅
研究生(外文):Shu-Ya, Yu
論文名稱:財務獎勵何時有用?服務型客服人員工作壓力、情緒耗竭與離職傾向關係之研究
論文名稱(外文):When did financial incentives work?A study on the relation between job stress, emotional exhaustion and turnover intention of service call center.
指導教授:楊君琦楊君琦引用關係楊百川楊百川引用關係
指導教授(外文):Chun-Chi, YangBai-Chuan, Yang
口試委員:朱志忠許金田
口試委員(外文):Chih-Chung, ChuChin-Tien, Hsu
口試日期:2014-05-29
學位類別:碩士
校院名稱:輔仁大學
系所名稱:企業管理學系管理學碩士在職專班
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:2014
畢業學年度:102
語文別:中文
論文頁數:68
中文關鍵詞:服務型客服人員情緒耗竭輪班要求不當督導離職傾向財務獎勵
外文關鍵詞:call centeremotional exhaustionshift workingabusive supervisionturnover intentionfinancial incentives
相關次數:
  • 被引用被引用:8
  • 點閱點閱:326
  • 評分評分:
  • 下載下載:26
  • 收藏至我的研究室書目清單書目收藏:3
近年來金融服務業快速成長且競爭激烈,金融業的產品與服務,彼此間的差異微乎其微,因此,服務品質在勝負的決定上,佔有舉足輕重的地位。因此,服務型客服人員(inbound)儼然成為企業的靈魂人物,肩負起建立及維繫顧客關係的責任。當顧客對高品質服務期待的同時,客服人員要滿足顧客期待又要符合企業規範,矛盾衝突之下更顯得壓力沉重;再者,為了提供優質服務,客服中心是全年無休的提供服務,因此,客服人員因不當督導及輪班要求產生的工作壓力是一種常態。如何降低客服人員情緒耗竭及離職傾向的情況,是ㄧ項重要的議題且本研究也想探討當企業提供財務獎勵,客服人員在工作壓力、情緒耗竭、離職傾向間的關係。因此,研究者以情緒耗竭、工作壓力及離職傾向為研究主題,並以財務獎勵為調節變項。研究樣本以銀行客服人員為對象,共計發放300份問卷,有效問卷共252份,以階層線性迴歸分析進行理論的驗證。
研究發現:1、服務型客服人員工作壓力與情緒耗竭有顯著正向關係,表示當客服人員承受的工作壓力愈高,情緒愈容易耗竭。2、工作壓力與離職傾向有顯著正向關係,顯示當客服人員情緒耗竭時更容易產生離職傾向。3、客服人員面臨工作壓力將透過情緒耗竭進而產生離職傾向。4、財務獎勵會弱化工作壓力對情緒耗竭的影響效果,也就是說當公司提供財務獎勵會降低客服人員因工作壓力產生的情緒耗竭。示當5、財務獎勵將強化情緒耗竭與離職傾向的正向關係,表示當客服人員已經有情緒耗竭的現象,此時公司給予財務獎勵反而會讓離職傾向升高。最後,本研究針對研究發現進行理論與實務上的討論。
In recent years, a strong competition in the rapid growth of the financial services industry. There is a little different between products and service. Therefore, the quality of service plays an important role that makes enterprise pay more attention on the call centers. Call centers should satisfy costumers’ expect for high quality service, at the same time they should also follow the rule set by company. The pressure comes from the conflict between costumers and company rules. Furthermore, to make the great service, call center never take the day off in the whole year. Besides, they will face the abusive supervision and shift working. The enterprise should face the problem of call center’s feeling of stress. How to decrease emotional exhaustion and turnover intention is the great issue to discus.
The development of research: 1. There is a significant positive relationship between call centers’ job stress and emotional exhaustion. 2. There is a significant positive relationship between job stress and turnover intention. It means that the more emotional exhaustion call centers’ feel the more turnover intention they have. 3. Call centers’ job stress will influence turnover intention through emotional exhaustion. 4. Financial incentives will decrease the impact of job stress to emotional exhaustion. 5. Financial incentives will increase the positive relationship between emotional exhaustion and turnover intensive.
目錄
第壹章 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 研究流程.............................................4
第貳章 文獻探討..............................................6
第一節 服務型的客服人員......................................6
第二節 工作壓力.............................................9
第三節 工作壓力與情緒耗竭....................................15
第四節 工作壓力與離職傾向....................................17
第五節 財務獎勵在工作壓力、情緒耗竭、離職傾向的角色..............19
第參章 研究方法..............................................23
第一節 研究架構與研究假設....................................23
第二節 研究對象與調查方法....................................24
第三節 研究變項之操作性定義與衡量.............................25
第四節 資料分析工具與方法....................................29
第肆章 實證分析結果..........................................30
第一節 樣本描述性統計........................................30
第二節 變項敘述性統計........................................32
第三節 信效度分析...........................................36
第四節 相關分析.............................................39
第五節 迴歸分析.............................................41
第六節 研究假設結果檢定......................................48
第伍章 結論與建議............................................49
第一節 研究結論.............................................49
第二節 管理意涵與實務建議.....................................51
第三節 研究限制與未來研究建議.................................54
參考文獻....................................................55
附錄一 客服人員工作特性與工作滿意度調查問卷......................65

表目錄
表 3-3-1不當督導之衡量題項.....................................25
表 3-3-2輪班要求之衡量題項.....................................26
表 3-3-3情緒耗竭之衡量題項.....................................26
表 3-3-4離職傾向之衡量題項離職傾向量表...........................27
表 3-3-5財務獎勵之衡量題項財務獎勵量表...........................28
表 4-1-1研究樣本分布狀況表.....................................31
表 4-2-1不當督導效度分析表.....................................32
表 4-2-2輪班要求效度分析表.....................................33
表 4-2-3情緒耗竭效度分析表.....................................33
表 4-2-4離值傾向效度分析表.....................................34
表 4-2-5財務獎勵效度分析表.....................................34
表 4-2-6敘述性統計表..........................................35
表 4-3-1不當督導效度分析表.....................................36
表 4-3-2輪班要求效度分析表.....................................37
表 4-3-3情緒耗竭效度分析表.....................................37
表 4-3-4離值傾向效度分析表.....................................38
表 4-3-5財務獎勵效度分析表.....................................38
表 4-3-6各變項信效度檢定表.....................................39
表 4-4-1相關分析表............................................40
表 4-5-1情緒耗竭之中介效果驗證表................................42
表 4-5-2財務獎勵對工作壓力及情緒好節之調節效果驗證表...............43
表 4-5-3財務獎勵對情緒耗竭與離職傾向之調節效果驗證表...............46
表 4-6-1研究假設驗證結果彙整表..................................48

圖目錄
圖1 3-1研究流程圖..............................................5
圖3-1-1研究架構圖.............................................23
圖4-5-1財務獎勵與不當督導之交互作用圖............................44
圖4-5-2財務獎勵與輪班要求之交互作用圖............................45
圖4-5-3財務獎勵與情緒耗竭之交互作用圖............................47
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