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研究生:林志忠
研究生(外文):LIN, CHIH-CHUNG
論文名稱:門市客服品質實地觀察導入三級查檢資訊管理系統 -以中華電信為例
論文名稱(外文):Customer Service Quality into the Three-Level of Inspection Information Management System - A Case of Chunghwa Telecom
指導教授:莊淇銘莊淇銘引用關係
指導教授(外文):CHUANG,CHI-MING
口試委員:蕭瑛東劉艾華
口試日期:2017-06-05
學位類別:碩士
校院名稱:國立臺北教育大學
系所名稱:資訊科學系碩士班
學門:工程學門
學類:電資工程學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:64
中文關鍵詞:情緒勞務情緒智商服務品質抱怨處理資訊管理系統
外文關鍵詞:Emotional serviceEmotional intelligenceService qualityComplaint handlingInformation management system
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服務業是大家在日常生活中經常接觸到的產業,也是最容易產生企業與顧客間的和諧,在現今消費者意識高漲時代,常常會面臨到顧客因企業所提供服務、交易、產品不符合期望,而引發不滿情緒、對抗、抱怨等情事,最直接就是到門市反應,為了讓顧客與服務人員互動後疏緩情緒、感到滿意、愉悅的感受,在服務傳遞過程中,服務人員必須依照組織所規定的情緒規則,對顧客展現出符合組織要求服務態度與品質,研究者利用三級查檢資訊管理系統應用在門市客服品質之的觀察、紀錄、檢討、評分…等,再由資訊系統產製統計報表分析結果,先蒐集弱項問題,再擬定處理方式,透過自主訓練內化服務同仁,將解決問題的資訊納入查檢資料庫中,視為事後評估的制度及新進人員的通識教材。
服務人員的服務標準從內而外循序漸進深入內化,其中包括同理心、傾聽心聲、溝通技巧,由服務標準化提升為感動服務層級,為了落實呈現門市實際執行服務品質情形,另導入三級查檢制度,並即時提供相關統計資料,以利各級單位主管適時安排輔導、協助改善弱項,維持門市客服品質穩定度,三級查檢制度之查核人員分別為第一級分公司-顧問師,第二級營運處-輔導師,第三級門市-店長,亦導入審核作業機制,依權責進行覆核;查檢表則是分公司、營運處、門市對服務人員的評核作業,除了觀察是否有無落實外,還能依滿意度評核,一、二級查檢對象是門市服務人員的整體表現,三級查檢對象是服務人員個人,故本研究為實地觀察門市客服品質以三級查檢資訊管理系統之實作結果。

The service industry is the industry that is often exposed to in daily life. It is also the most prone to the harmony between business and customers. In the era of high consumer awareness, we often face the fact that customers are not satisfied with the services provided by the enterprises. , And lead to dissatisfaction, confrontation, complaints and other things, the most direct is to the store reaction, in order to allow customers and service personnel after the interaction to ease the mood, feel satisfied, pleasant feelings, in the service delivery process, the service staff must follow the organization The provisions of the rules of the rules, the customer to meet the requirements of the organization to meet the service attitude and quality, the researchers use the three-level inspection information management system used in the store customer service quality of the observation, record, review, score ... and so on, and then by the information system production statistics Report analysis results, the first to collect weaknesses, and then develop the approach, through self-training internal service colleagues, will solve the problem information into the inspection database, as a post-evaluation system and the new staff of the general knowledge.
Service standards of service personnel from the inside out of the gradual deepening of internalization, including empathy, listening to the voice, communication skills, promoted by the service to the service level, in order to implement the actual implementation of the store quality of service, and the other into the three check System, and immediately provide relevant statistical information to facilitate the timely arrangements for counseling at all levels of units to help improve the weak, to maintain the quality of customer service quality of the store, the three check the system of inspection staff were the first branch - consultants, the second Level operations - counselors, the third store - the manager, also into the audit mechanism, according to the responsibility to review; check the table is the branch, the operating department, the store staff service assessment, in addition to observe whether Implementation, but also according to satisfaction assessment, the first level, the second level of inspection is the overall performance of the store service personnel, the third level of the object is the service personnel, so this study for the field to observe the quality of customer service to three Check the results of the implementation of information management system.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 1
第三節 研究範圍 1
第四節 論文架構 2
第二章 文獻探討 3
第一節 情緒勞務 3
第二節 情緒智商 8
第三節 顧客抱怨處理 11
第四節 服務品質 15
第五節 資訊管理 20
第六節 中華電信簡介 21
第三章 研究設計與實施 23
第一節 門市客服品質三級查檢 23
第二節 研究方法 35
第四章 實證結果與研究分析 40
第一節 實證結果 40
第二節 研究分析 44
第五章 結論與建議 59
參考文獻 60
一、中文
中華電信企業社會責任報告(2015)。摘自http://www.cht.com.tw/csr/rpt_down/anr-2015.html.
吳宗祐(2003,6月)。工作中的情緒勞動:概念發展、相關變項分析、心理歷程議題探討。國立臺灣大學心理學系博士論文。
吳宗祐(2008a)。主管威權領導與部屬的工作滿意度與組織承諾:信任的中介歷程與情緒智力的調節效果。本土心理學研究,(30),3-63。
吳宗祐(2008b)。由不當督導到情緒耗竭:部屬正義知覺與情緒勞動的中介效果。中華心理學刊,50(2),201-221。
吳宗祐、鄭伯壎(2006)。難應付顧客頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係:資源保存理論的觀點。管理學報,23(5),581-599。
李孟訓、周建男、林俞君(2006)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊,(80),125-168。
林隆儀、徐稚軒、陳俊碩(2009)。寬頻網路關係行銷結合類型、服務品質、關係品質與轉換成本對顧客忠誠之影響。輔仁管理評論,16(1),37-68。
郭雅玲(2009,6月)。非營利組織工作人員專業承諾、情緒勞務與服務品質關係之研究:以高雄市身心障礙組織為例。國立高雄應用科技大學人力資源發展系暨研究所碩士論文。
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陳淑玲、施智婷、林渝致(2015)。品味的正向力量:對情緒勞動與服務品質的連動。組織與管理,8(1),113-146。
陳淑玲、鄭雅任、陳文惠(2014)。情緒勞動對服務品質之影響:團隊服務氣候及情緒能力之調節角色。人力資源管理學報,14(2),27-54。
黃敦群、紀乃文、張雅婷、郭洧岑(2014)。情緒勞動的前因、後果與潛在干擾變數:統合分析法之探討。人力資源管理學報,14(3),93-134。
蔡明田、莊立民、陳建成、趙新銘(2010)。服務創新、規範性評估、服務品質與顧客滿意度關係之研究:以台灣小客車租賃業爲例。品質學報,17(3),207-227。
蕭至惠、蔡進發、盧信豪(2011)。探討服務品質與顧客滿意度對顧客忠誠度的影響:以信任及關係承諾為中介變數。商管科技季刊,12(3),231-262。
蕭婉鎔(2013)。服務銷售人員情緒勞動心理歷程之探討:資源保存理論觀點。中原企管評論,11(1),27-53。
蕭婉鎔(2014)。員工每日情緒對情緒勞動之影響:情感事件理論的觀點。臺大管理論叢,24(2),249-281。

二、英文
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Davis, G. B., & Olson, M. H. Management Information Systems: Conceptual foundations, structure, and development, 2nd Edition, McGraw-Hill Book Company, 1985.
Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010).Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. International Journal of Information Management, 30(4), 289-300.
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Goodwin, R. E., Groth, M., & Frenkel, S. J. (2011). Relationships between Emotional Labor, Job Performance, and Turnover. Journal of Vocational Behavior, 79(2), 538-548.
Grandey, A. A. (2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, 5(1), 95-100.
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Gronroos, C. (1988), ”Service Quality: The Six Criteria of Good perceived Service Quality,” Review of Business, 9 (Winter), 10-13.
Hart, Christopher W., James L. Heskett, and W. Earl Sasser, Jr. (1990), “The Profitable Art of Service Recovery,” Harvard Business Review, 68 (July-August), 148-156.
Hochschild, A. R. (1979). Emotion Work, Feeling Rules, and Social Structure. American Journal of Sociology, 85(3), pp. 551-575.
Hochschild, A. R. (1983). The Managed Hear: Commercialization of Human Feeling. Berkeley: University of California Press.
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Kiffin-Petersen, S. A., Jordan, C. L., & Soutar, G. N. (2011). The Big Five, Emotional Exhaustion and Citizenship Behaviors in Service Settings: The Mediating Role of Emotional Labor. Personality and Individual Differences, 50(1), 43-48.
Kuo, Y. F., Wu, C, M., Deng, W. J. (2009). The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Post-Purchase Intention in Mobile Value-Added Services. Computers in Human Behavior, 25(4), 887-896.
Lai, W. T., & Chen, C. F. (2011). Behavioral Intentions of Public Transit Passenger: The Roles of Service Quality, Perceived Value, Satisfaction and Involvement. Transport Policy, 18(2), 318-325.
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McCollough, Michael A., Leonard L. Berry, and Manjit S. Yadav (2000), ”An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery,” Journal of Service Research, Vol3, 2 (November), 121-137.
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1. 吳宗祐(2008a)。主管威權領導與部屬的工作滿意度與組織承諾:信任的中介歷程與情緒智力的調節效果。本土心理學研究,(30),3-63。
2. 吳宗祐(2008b)。由不當督導到情緒耗竭:部屬正義知覺與情緒勞動的中介效果。中華心理學刊,50(2),201-221。
3. 吳宗祐、鄭伯壎(2006)。難應付顧客頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係:資源保存理論的觀點。管理學報,23(5),581-599。
4. 李孟訓、周建男、林俞君(2006)。休閒農場之服務品質、關係品質與顧客忠誠度之關聯性研究。農業經濟半年刊,(80),125-168。
5. 陳淑玲、施智婷、林渝致(2015)。品味的正向力量:對情緒勞動與服務品質的連動。組織與管理,8(1),113-146。
6. 陳淑玲、鄭雅任、陳文惠(2014)。情緒勞動對服務品質之影響:團隊服務氣候及情緒能力之調節角色。人力資源管理學報,14(2),27-54。
7. 黃敦群、紀乃文、張雅婷、郭洧岑(2014)。情緒勞動的前因、後果與潛在干擾變數:統合分析法之探討。人力資源管理學報,14(3),93-134。
8. 蔡明田、莊立民、陳建成、趙新銘(2010)。服務創新、規範性評估、服務品質與顧客滿意度關係之研究:以台灣小客車租賃業爲例。品質學報,17(3),207-227。
9. 蕭至惠、蔡進發、盧信豪(2011)。探討服務品質與顧客滿意度對顧客忠誠度的影響:以信任及關係承諾為中介變數。商管科技季刊,12(3),231-262。
10. 蕭婉鎔(2013)。服務銷售人員情緒勞動心理歷程之探討:資源保存理論觀點。中原企管評論,11(1),27-53。
11. 蕭婉鎔(2014)。員工每日情緒對情緒勞動之影響:情感事件理論的觀點。臺大管理論叢,24(2),249-281。