政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/29852
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113325/144300 (79%)
Visitors : 51165798      Online Users : 949
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/29852


    Title: 客服人員的人格特質對其工作績效之影響
    The Effects of CSRs` Personality on Job Performance.
    Authors: 黃至賢
    Huang, Corey
    Contributors: 樓永堅
    黃至賢
    Huang, Corey
    Keywords: 客服人員
    人格特質
    客服中心
    工作績效
    五大人格特質
    CSR
    personality
    call center
    job performance
    Big five model
    Date: 2003
    Issue Date: 2009-09-11 16:44:10 (UTC+8)
    Abstract: 近年來，顧客關係管理在各企業間的風行，使得客服中心的重要性跟著提升，而分析客服中心績效的因素，發現客服人員的影響十分重要。各企業為了找尋適合的人擔任客服人員，投入許多的時間與精力。近年來十分流行利用人格特質測驗來徵選適合的員工，在徵選客服人員時也會運用到相同方法。人格特質對於工作績效的影響已經被許多研究所證實，但是卻沒有任何研究探討一個重要的議題，那就是客服人員的人格特質與工作績效到底有何關係？
    本研究希望利用近年來頗受注目的人格特質分類-『五大人格特質』，以五大人格特質的觀點切入，探討五大人格特質與客服人員工作績效之間的關連性，期望能夠提供給企業徵選客服人員的理論參考。經過業界訪談後，決定以客服人員最大宗的業務「進線服務」作為研究的範圍，研究的目的在於瞭解客服人員的人格特質對其工作績效之影響，以期提升客服人員的素質，更進一步提高客服中心的績效表現。
    本研究經由問卷分析的結果發現，五大人格特質中的勤勉正直性、親和性以及情緒敏感性會直接影響到客服人員工作績效的總分。影響分別是，勤勉正直性為正向相關性，親和性為正向相關性，情緒敏感性為負向相關性。本研究更發現，一般認為會對工作績效會有正向影響的開放學習性，在對於客服人員工作績效的影響卻是負向的。開放學習性對於客服人員工作績效內客觀評核工作指標，會有顯著的負向影響。
    五大人格特質對於客服人員工作績效的影響，確實存在且經過本研究的驗證。企業可以利用五大人格特質當作徵選依據，藉以找到適合的人擔任客服人員。
    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.
    Description: 碩士
    國立政治大學
    企業管理研究所
    91355049
    92
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0091355049
    Data Type: thesis
    Appears in Collections:[Department of Business Administation] Theses

    Files in This Item:

    File SizeFormat
    index.html0KbHTML2416View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback