| Reference: | 一、中文資料部分：
朱慶龍（2003），「五大人格特質、工作價值觀和工作滿意三者相互關係之研究」，國立政治大學心理研究所碩士論文。
何永福與楊國安（1995），人力資源策略管理。台北：三民書局。
吳秉恩（1986），組織行為學。台北：華泰書局。
周文賢（2002），多變量統計分析。台北：智勝出版社。
周震平（2000），導論篇-Call Center 的台灣演進史。通訊雜誌，第74期。
林仁和（2001），社會心理學。台北：揚智文化。
莊耀嘉＆李雯娣（2001/6），兒童性格結構：五大模型的本土化檢驗。中華心理學刊，第一期第43卷。
許功餘、王登峰與楊國樞（2000），台灣與大陸華人基本性格性度的比較。第五屆華人心理與行為科際學術研討會。
曾世忠（2003），效率客服—客服中心的程序規劃。培生集團，pp. 19-24。
楊國樞（1999），中國人的五大性格向度：本土化的實徵研究。中華心理學年會。
趙新民（2001/11），客服中心5 部曲：壹零壹篇-Call Center 總規劃策略。資訊與電腦，第256 期，pp. 127。
Schermerhorn, John R.（1999），管理學。台灣：西書出版社，陳靜怡譯。
二、英文資料部分：
Allport, G. W. & Odbert, H. S.（1936）,”Trait Names: A Psycho-lexical Study,” Psychological Monographs, Vol. 47, No. 1.
Allport, G. W.（1961）,Pattern and Growth in Personality, New York: Holt,Rinehart & Winston 19.
Barrick, M. R., & Mount, M. K.（1991）,“ The Big Five Personality Dimensions And Job Performance: A Meta-Analysis,” Personnel Psychology, Vol. 44(1), pp. 1~26.
Barrick, M. R. & Mount, M. K.（1995）,“The Big Five Personality Dimensions: Implications for Research and Practice in Human Management,” In G. Ferris (Ed.), Research in Personnel and Human Resources Management, Greenwich, CT: JAI Press, Vol. 13, pp. 153~200.
Borman, W. C. & Motowidlo, S. J.（1993）, ”Expanding the criterion domain to Include Elements of Contextual Performance,” N. Schmitt, W. C. Borman, & Associates, Personnel selection in organization, San Francisco: Jossey-Bass, pp.71~98.
Costa, P. T., Jr. & McCrace, R. R.（1985）, The NEO Personality Inventory manual, Odessa, Fla.：Psychological Assessment Resources.
Costa, P. T. Jr., McCrae, R. R., & Busch, C. M.（1986）,“Evaluating Comprehensiveness in Personality Systems: The California Q-set and the Five-Factor Model,” Journal of Personality, Vol. 54, pp. 430~446.
Costa, P. T. Jr. & McCrae, R. R.（1990）, “The NEO Personality Inventory: Usingthe Five-Factor Model in Counseling,” Journal of Counseling & Development, Vol. 69, pp. 367~372.
Costa, P. T. Jr. & McCrae, R. R.（1992）, “An Introduction of the Five-Factor Modeland Its Applications,” Journal of Personality, Vol. 60, pp.175~215.
Day, David V.（1989）, “Personality And Job Performance: Evidence of Incremental Validity,” Personnel Psychology, Vol. 42, pp. 25~36.
Dessler, Gary（2003）, Human Resource Management, 9th ed., Upper Saddle River New Jersey: Prentice Hall.
Digman, J. M. & Shmelyov, A. G.（1996）, ”The structure of temperament and personality in Russian children,” Journal of Personality and Social Psychology, Vol. 71, pp. 341~351.
Fiske, D. W.（1947）, “Consistency of the Factorial Structures of Personality Ratings from Different Source,” Journal of Abcdrmal and Social psychology, Vol. 44, pp. 329~344.
Furnham, Adrian.（1992）, Personality at Work: The Role of IndividualDifferences in the Workplace, London: Routledge , Chapman and HallInc.
Galton, F.（1884）, “Measurement of Character,” Fortnightly Review, Vol. 36, pp. 179~185.
Gatewood, R. D. & Field, H. S.（1998）, Human Resource Selection, 5th ed., Forth Worth,”TX, The Dryden Press.
Goldberg, L. R.（1990）, “An Alternative Description of Personality,” The Big Five Factor Journal of Personality and Social Psychology, Vol. 59, pp. 1216~1229.
Goldberg, L. R.（1992）, ”The development of markers for the Big-Five factor structure,” Psychological Assessment, Vol. 4, pp. 26~42.
Goldberg, L. R., De Raad, B., & Hofstee, W. K. B.（1992）, ”Integration of the Big Five and circumplex approaches to trait structures,” Journal of Personality and Social Psychology, Vol. 63, pp. 143~163.
Goldberg, L. R. & Somer, O.（1999）, ”The structure of Turkish trait-descriptive adjectives,” Journal of Personality and Social Psychology, Vol. 76, pp. 431~450.
Hoekstra, H.（1993）, ”Work and Personality,” Paper presentail at the 6th meeting of International Society for the Study of Individual Differences, Baltimore, Maryland.
Hogan, R. T.（1996）, ”Personality and Personality Measurement,” The Handbook of Industrial and Organizational Psychology, 2d ed., Marvin Dunnette and Leaetta Hough, Vol.2, pp. 873~919.
Holt, S.（1998）, “Customer Service Marches Front and Center,” Infoworld, Vol. 21 Sep, pp. 75.
Hough, L. M., Eaton, N. K., Dunnette, M. D., Kamp, J. D., & McCloy, R. A.（1990）, ”Criterion-related validities of personality constructs and the effect of response distortion on those validities,” Journal of Applied Psychology, Vol. 75, pp. 581-589.
Katigbak, M. S., Church, T. & Akamine, T. O.（1996）, ”Cross-cultural generalizability of personality dimensions: Relating indigenous and imported dimensions in two cultures,” Journal of Personality and Social Psychology, Vol. 70, pp. 99~114.
Norman, W. T.（1963）, ”Toward an adequate taxonomy of personality attributes: Replicated factor structure in peer nomination personality ratings,” Journal of Abcdrmal and Social Psychology, Vol. 66, pp. 574~583.
Ones, D. D., Viswesvaran, C. & Reiss, A. D.（1996）, ”Role of social desirability in personality testing for personnel selection: the red herring,” Journal of Applied Psychology, Vol. 81, pp. 660~679.
Ostendorf, F.（1990）, Language and personality: Toward a validation of the Five-Factor model of personality, Regensburg, Germany: Verlag.
Reed, David,（1999）, Call Centres — The Next Generation, London: Financial Times Business Ltd.
Robbins, S. P.（1998）, Organizational Behavior, 8th ed., Upper Saddle River,NJ. Prentice Hall International.
Saucier, G.（1994）, “Mini-markers – a brief version of Goldberg unipo-lar big-five markers,” Journal of Personality Assessment, Vol. 63(3), pp.506-516.
Serchuk, A.（1997）, “Who is The Service Center’s Customer,” Menter Center New, July, pp. 8.
Tenopyr, M.（1993）,”Construct validation needs in vocational behavior theories, Special Issue: The theory of work adjustment,” Journal of Vocational Behavior, Vol. 43, pp. 84~89.
Tupes, E. C. & Christal, R. E.（1961）, ”Recurrent Personality factors based on trait rating(ASD-TR-61-97),” Lackland Air Force Base, TX: Aeronautical System Division, Personnel Laboratory. |
