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研究生:余國榮
研究生(外文):Kuo-Lung Yu
論文名稱:電信客服人員之目標導向對工作績效之影響─以數位學習滿意度為中介變項
論文名稱(外文):The Influence of Goal Orientation on the Telecommunication Customer Service Representatives' Work Performance: E-learning Satisfaction as Media
指導教授:黃佳純黃佳純引用關係
指導教授(外文):Jie-Tsuen Huang
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:102
中文關鍵詞:學習目標導向績效目標導向數位學習滿意度工作績效
外文關鍵詞:learning goal orientationperformance goal orientatione-learning satisfactionwork performance
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企業為了創造經營績效,對員工的教育訓練無不投注莫大的心力,教育訓練的目的在於希望員工能透過訓練將成果轉化至工作,以提升工作績效,客服中心是人力密集的單位,且是公司接觸客戶的最前線單位,人員素質的好壞將直接影響到公司聲譽,故客服中心的教育訓練更顯得重要。近來在資訊科技的輔助下,傳統的訓練學習模式有了重大的轉變,數位學習的彈性化與低成本化概念已顛覆了多數企業執行訓練的思考模式。然而,在企業引進數位學習系統以輔助教育訓練的同時,員工對數位學習系統的接受程度是數位學習能否成功的關鍵,故本研究以數位學習滿意度為中介變項來探討客服人員的目標導向對工作績效之影響。
本研究以某電信服務業的客服人員為對象,採取主管-員工配對的方式進行問卷調查來收集資料,總計回收有效問卷數為294份,經由描述性統計分析、信效度分析、驗證性因素分析、相關分析及迴歸分析後,其實證研究結果如下:
一、績效目標導向對於工作績效具有正向影響。
二、績效目標導向對於數位學習滿意度具有正向影響。
三、數位學習滿意度對於工作績效具有正向影響。
四、數位學習滿意度在績效目標導向與工作績效間具有中介效果。
五、學習目標導向對於工作績效具有正向影響。
六、學習目標導向對於數位學習滿意度具有正向影響。
七、數位學習滿意度在學習目標導向與工作績效間具有中介效果。
Enterprises devote great effort on training employees and expect that employees can apply the results of training on their job in order to improve performence. As a high human intensive and the first line unit of the company, the quality of call center personnel influences the company’s reputation directly and the training for call center becomes increasingly important. Recently, traditional training model has changed a lot via the assiatance of information technology. The flexibility and low cost of E-Learning has changed how enterprises implements training. However, as enterprises introduced the E-learning system to assist training, employees’ acceptance level of E-learning system becomes the key point to whether the system success or not. Accordingly, this study adopts E-learning satisfaction as mediator variable to investigate the influence of custom service representatives’ goal orientation on their work performance.
The participants of this study are the customer service representatives of a telecommunications service company. Data was collected from customer service representatives and their immediate supervisors and 294 effective questionnaires were returned. Through descriptive statistics analysis, realibitly/validity analysis, confirmatory factor analysis, correlation analysis and regression analysis, the resutls were as follow:
1. Performance goal orientation has significant positive effect on work performance.
2. Performance goal orientation has significant positive effect on E-learning
satisfaction.
3. E-learning satisfaction has significant positive effect on work performance.
4. E-learning satisfaction has a mediating effect on the relationship between
performance goal orientation and work performance.
5. Learning goal orientation has significant positive effect on work performance.
6. Learning goal orientation has significant positive effect on E-learning satisfaction.
7. E-learning satisfaction has a mediating effect on the relationship between learning
goal orientation and work performance.
摘要 I
英文摘要 II
目錄 IV
表目錄 V
圖目錄 VI
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
第三節 研究流程 5
第二章 文獻探討 7
第一節 數位學習 7
第二節 目標導向 19
第三節 工作績效 26
第四節 各研究變項關係之推論 33
第三章 研究方法 36
第一節 研究架構 36
第二節 研究假設 37
第三節 研究變項之操作性定義與衡量工具 38
第四節 研究對象選擇與資料收集過程 44
第五節 資料分析方法 45
第四章 研究結果分析 48
第一節 樣本基本資料特性分析 48
第二節 目標導向、數位學習滿意度與工作績效之量表信、效度分析 54
第三節 目標導向、數位學習滿意度與工作績效之相關分析 58
第四節 目標導向、數位學習滿意度與工作績效之迴歸分析 60
第五節 目標導向、數位學習滿意度與工作績效之中介效果驗證 66
第六節 目標導向、數位學習滿意度與工作績效之研究假設結果彙整 69
第五章 結論與建議 70
第一節 研究結論 70
第二節 研究建議 74
第三節 研究限制與後續研究建議 77
參考文獻 79
附錄一 問卷 89
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