臺灣博碩士論文加值系統

2019年新冠疫情的爆發，病毒迅速地蔓延至全球各地，全球經濟活動遭受到巨大的影響，各國政府立即採取社交限制措施來遏止疫情的感染及蔓延。防疫的政策衝擊了各行各業的日常運作，因此保險業受到相對大的影響。特別是保險保單的成立過程，傳統上都是透過從業人員與顧客以直接面對面的方式建立及簽定契約。在政府實施防疫政策限制社交距離期間，保險公司立即爭取遠距服務模式，同時也推動從業人員使用新的數位遠距服務，以確保公司之營運正常及顧客權益。
本研究以質性訪談法探索面臨疫情的衝擊時，『中高齡』的保險從業人員在進行數位轉型的挑戰與實務缺口。本研究初期以服務品質缺口模式為訪談框架，並以半結構式訪談法及軟式階梯法進一步探索中高齡員工數位轉型的核心問題，最後以正反合的辯證理論觀點歸納整理出個案公司數位轉型的潛在缺口並提出解決建議。本研究分別對於C保險公司的主管以及中高齡從業人員為研究訪談對象，藉由管理者觀點以及中高齡從業人員的訪談結果後，以正反合的辯證分析歸納出數位轉型的缺口與後續建議，提供C保險公司有效提升數位轉型成功率之建議。
本研究結果發現中高齡從業人員在數位轉型中有四個主要潛在的數位轉型缺口 : 一、推動數位轉型時，教育訓練的考核機制與學習任務檢核設計不夠嚴謹。二、缺乏針對中高齡員工的學習適應設計。三、數位能力較佳員工的不公平待遇。四、公司數位轉型推動政策只有獎勵政策，乏完整配套措施。本研究針對四個主要缺口提出具體建議包含公司教育制度面的政策、數位化操作說明改善、管理政策兼顧獎懲手段等，以期對個案公司推動數位化轉型有所助益。本研究之貢獻則為提供保險公司對於中高齡從業人員進行數位轉型之關鍵潛在問題與執行上的落實建議，有助於保險公司迅速的推動數位轉型，增加公司的營運績效，且對中高齡員工在實行數位轉型時所可能產生的衝擊降至最低。

With the outbreak of COVID-19 in 2019, the virus quickly spread worldwide, and global economic activities were greatly affected. Governments immediately adopted social restrictions to curb the infection and spread of the epidemic. This policy impacted all walks of life, and the insurance industry was also affected significantly. The tradition of insurance policy establishment is to sign contracts through the direct face-to-face relationship between sales representatives and customers. During the period, the government implemented an epidemic prevention policy to limit social distance. Insurance companies immediately strived for a long-distance service model to ensure the company's operation and encourage practitioners to use new digital functions for long-distance services to facilitate the process of insurance companies and ensure the rights and interests of customers. This study uses qualitative interviews to explore the challenges and practical gaps of middle-aged and senior insurance practitioners in digital transformation when facing the impact of an epidemic situation.
This study takes the service quality gap model as the initial interview framework. Further, it explores the digital transformation of middle-aged and senior employees' core issues using a semi-structured interview and soft ladder method. Finally, it comprehensively sums up the potential gaps in the case company's digital transformation and puts forward solutions. In this study, the author interviews the executives and middle-aged and senior employees of C insurance company for data collection. After sorting out managers' views and the interview results of middle-aged and senior employees, the gaps and follow-up suggestions for digital transformation were summarized by positive, negative, and synthesis theories (Dialectic Method) to guide C insurance company to succeed in digital transformation effectively.
The results of this study show that middle-aged and senior employees have four significant potential gaps in digital transformation: 1. In promoting digital transformation, the assessment mechanism and learning task verification design of education and training are not rigorous enough. 2. Lack of learning adaptation design for middle-aged and senior employees. 3. Unfair treatment of employees with better information technology skills. 4. The company's digital transformation promotion policy is only the incentive policy, lacking the whole picture structure. To be helpful for the case company to promote digital transformation, some specific suggestions are put forward concerning the four significant gaps, including the policies of the company's education system, the improvement of digital operation instructions, and the consideration of rewards and penalties in management policies,. The contribution of this study is to point out critical potential problems and suggestions for insurance companies to implement digital transformation for middle-aged and senior employees. It will allow insurance companies rapidly implement a digital transformation, increase the company's operating performance, and minimize the possible impact on middle-aged and senior employees when implementing digital transformation.

誌謝辭 i
摘要 ii
ABSTRACT iii
目錄 iv
圖目錄 vii
表目錄 viii
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 研究流程 4
第二章 文獻探討 7
第一節 保險業巿場概況 7
第二節 數位轉型的定義 9
第三節 中高齡學習 11
第四節 服務缺口模型理論 15
第五節 質性正反合理論 17
第六節 質性研究的信效度 18
第三章 研究方法 20
第一節 個案公司簡介 20
第二節 研究方法 23
第三節 研究架構 25
第四節 訪談對象 27
第五節 訪談問題大綱 28
第四章 研究結果 31
第一節 主管訪談資料彙總與分析 31
第二節 員工訪談資料彙總與分析 38
第三節 個案保險公司的數位轉型缺口 44
第四節 研究信效度敘述 48
第五章 研究結論與建議 51
第一節 研究結論 51
第二節 研究建議 51
第三節 研究貢獻 53
第四節 管理意涵 53
第五節 研究檢討及未來建議 54
參考文獻 55
一、 中文文獻 55
二、 英文文獻 56
三、 網頁文獻 60

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三、網頁文獻
1.勞動部勞動力發展署 (2020)，《中高齡者及高齡者就業促進法》於2020年12月4日上路，取自：https://www.wda.gov.tw/News_Content.aspx?n=7F220D7E656BE749&sms=E9F640ECE968A7E1&s=0B5D606579D2267D
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https://www.rmim.com.tw/news-detail-25304
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