English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113656/144643 (79%)
Visitors : 51744348      Online Users : 581
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
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/58997


    Title: 台灣金融業人力資源管理人員才能與內部服務品質關聯性之研究─以組織文化為調節變項
    The Relationship between Competence of Human Resource Staffs and Internal Service Quality in Taiwan’s Financial Sector ─ Organization Culture as a Moderator
    Authors: 董欣胤
    Contributors: 張昌吉
    董欣胤
    Keywords: 人力資源才能
    內部服務品質
    組織文化
    金融業
    Date: 2012
    Issue Date: 2013-07-23 13:35:40 (UTC+8)
    Abstract: 金融業務全球化發展,不僅促使金融商品推陳出新,更使銀行、證券、保險業間之業務區隔及差異漸趨模糊,隨著金融組織營運變化快速,人力資源功能對事業體策略與營運作業的配合,需要更能符合市場以及其他從業人員的需求,如何從人力資源管理功能的績效表現來肯定人力資源功能存在的重要性與必要性,對人力資源管理領域的從業人員來說是一項挑戰。在內部行銷的概念下,內部服務品質可以成為衡量績效的標準,提升服務的水準,能給予其他前線的員工更完善的服務來提升其對外部顧客產品與服務的品質,而才能對個人績效與部門績效有正向的影響。本研究從內部顧客的角度,探討台灣金融業人力資源管理人員才能與人力資源內部服務品質之間的關聯性,並以為組織文化為調節變項,希望研究結果能提供組織施行人力資源措施時對人資人員與內部顧客更多的協助。

    研究發現,在金融業之中,人力資源管理人員所具備之信任推動、人才與組織發展、策略規劃與作業執行等四項才能對人力資源部門所提供的內部服務品質有顯著的正向影響,而創新型與支持型之組織文化對人力資源內部服務品質有正向影響,同時也在才能與內部服務品質的關係之間,具備調節效果。

    金融業裡不同行業在人力資源才能、內部服務品質與組織文化的構面中,存在著差異性,本研究找出與各項內部服務品質具有影響性的才能項目,人力資源部門如需提升所針對的內部服務品質項目,可透過研究結果增強各該項才能。在組織文化的調節作用中,針對銀行業,對組織處於較低創新型與支持型文化的人力資源部門來說,應該更重視信任推動、人才/組織發展、策略規劃與作業執行等人力資源管理人員才能的提升,來滿足內部顧客對內部服務品質的需求;而在保險業中,組織處於較高創新型文化,企業連結的才能更顯重要,應瞭解組織營運的模式與工作流程,方能提升整體的人力資源內部服務品質。
    Reference: 中文部分
    李右婷、吳偉文(2006)。人力資源管理:讀解職能密碼。普林斯頓國際有限公司。
    吳伶麗(2003)。人力資源部門服務品質量表之建立。國立中央大學人力資源研究所碩士論文。
    卓玲聿(2002)。策略性人力資源, 組織文化與組織績效之關係-以金融業為例。成功大學工業管理研究所碩士論文。
    邱皓政(2010)。量化研究與統計分析─SPSS(PASW)資料分析範例。五南圖書出版股份有限公司。
    邱皓政(2011)。結構方程模式LISREL/SIMPLIS原理與應用。雙葉書廊有限公司。
    黃同圳(2012)。人力資源管理策略與企業競爭優勢,人力資源管理的12堂課。李誠編。天下遠見出版股份有限公司。
    游淑卿(2004)。顧客關係管理與組織文化對服務品質的影響-以國內銀行業為例。世新大學資訊管理學系碩士論文。
    陳文芳(2002)。人力資源部門內部服務品質因子之研究—企業主管觀點。國立中山大學人力資源管理研究所碩士。
    陳寬裕、王正華(2010),論文統計分析實務:SPSS與AMOS的運用。五南圖書出版股份有限公司。
    衛南陽(2004)ERM員工關係大躍進。商兆文化股份有限公司。
    魏梅金(2002)。才能評鑑法:建立卓越績效的模式。商周出版。

    英文部分
    Athey, T. R., & Orth, M. S. (1999). Emerging competency methods for the future. Human Resource Management, 38(3), pp.215-225.
    Becker, B. E., Ulrich, D., Huselid, M. A., & Huselid, M. (2001). The HR scorecard. Harvard Business School Press.
    Berry, L. L.(1981). The employee as customer. Journal of Retail Banking, 3, pp.25-28.
    Berry, L. L., Hensel, J. S., & Burke, M. C. (1976). Improving retailer capability for effective consumerism response. Journal of Retailing, 52(3), pp.3-14.
    Blancero, D., Boroski, J., & Dyer, L., (1996). Key competencies for a transformed human resource organization: Results of a field study, Human Resource Management, 35(3), pp.383-403.
    Boselie, P., & Paauwe, J. (2005). Human resource function competencies in European companies. Personnel Review, 34(5), pp.550-566.
    Boyatzis, R. E., (1982). The Competence Manager: A Model for Effective Performance, New York: John Wiley & Sons.
    Brockbank, W., Ulrich, D., & Beatty, R. W. (1999). HR professional development: Creating the future creators at the University of Michigan Business. Human Resource Management, 38(2), pp.111–118.
    Brooks, R. F., Lings, I. N., & Botschen, M. A. (1999). Internal marketing and customer driven wavefronts. Service Industries Journal, 19(4), pp.49-67.
    Byham, W. C., & Moyer, R. P. (1996). Using Competencies to Build A Successful Organization. Development Dimensions International, Inc.
    Chaston, I. (1995). A typology for evaluating branch-level perceptions of internal customer management processes within the UK clearing banks. The Service Industries Journal, 15(3), pp.332-349.
    Chenet, P., Tynan, C., & Money, A. (1999). Service performance gap: re-evaluation and redevelopment. Journal of Business Research, 46(2), 133-147.
    Cofsky, K. M. (1993). Critical keys to competency-based pay. Compensation and Benefits Review, 25( 6), pp.46-52.
    Cronin, J. J. & Taylor S. A. ( 1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(July), pp.55-68.
    Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), pp.139-173.
    Davis, T. R. V. 1992. Satisfying internal customer: The link to external customer satisfaction. Planning Review, 20(1), pp.34-37.
    Fogg,C. D. (1999). Implementing your strategic plan: How to turn “intent” into effective action for sustainable change. American Management Association.
    Garfield, S. L. (1994). Research on client variables in psychotherapy.
    Gorsline, K. (1996). A competency profile for human resources: No more shoemaker`s children. Human Resource Management, 35(1), pp.53-66.
    Green, P., C. (1997). Building Robust Competencies: Linking Human Resource Systems to Organization Strategies. Jossey-Bass.
    Gremler, D. D., Bitner, M. J., & Evans, K. R. (1994). The internal service encounter. International Journal of Service Industry Management, 5(2), pp.34-56.
    Guglielmino, P. J. (1979). Developing the top- level executive for the 1980’s and beyond. Training and Development Journal, 33(4), pp.12-14.
    Gummesson, E. (1987). The New Marketing-Developing Long-Term Interactive Relationship. Long Range Planning. 20, pp.10-20.
    Hallowell, R., Schlesinger, L. A., & Zornitsky, J. (1996). Internal service quality, customer and job satisfaction: Linkages and implications for management. Human Resource Planning, 19(2), pp.20-31.
    Han, J., Chou, P., Chao, M., & Wright, P. M. (2006). The HR competencies-HR effectiveness link: a study in taiwanese high-tech companies. Human Resource Management, 45( 3), pp.391-406
    Heskett, J. L. (1994). Controlling customer logistics service. International Journal of Physical Distribution & Logistics Management, 24(4).
    Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain─How leading companies link profit and growth to loyalty, satisfaction, and value. The Free Press, mere and Managers, Cambridge Mass: Marketing Science Institute.
    Khatri, N., & Budhwar, P. (2002). A study of strategic HR issues in an Asian context. Personnel Review, 31(2), pp.166-188.
    Klein, A. L. (1996). Validity and reliability for competency-based systems: Reducing litigation risks. Compensation & Benefits Review, 28(4), p.31.
    Knowles, M. S. (1975). Self-directed learning: A guide for learners and teachers. Cambridge Book Company.
    Heskett, J. L., & Kotter, J. P. (1992). Corporate culture and performance. Business Review. 2, pp.83-93.
    Kouzes, J. M., Caldwell, D. F., & Posner, B. Z. (1983). Organizational culture: How it created, maintained, and changed. Paper presented at OD Network National Conference, Los Angeles.
    Ledford, G. E. Jr. (1995). Paying for the skill, knowledge, and competencies of knowledge workers. Compensation and Benefits Review, 27(4), pp.55-62.
    Levitt, T. (1972). Production-Line Approach to Service. Harvard Business Review, 50, pp.41-52.
    Lings, I. N., & Brooks, R. F. (1998). Implementing and Measuring the Effectiveness of Internal Marketing. Journal of Marketing Management, 14(4), pp.325-351.
    Mali, S. L.( 2000). Managing the HRD function and service quality: A call for a new approach. Human Resource Development Quarterly, 11(1), p.p.81-86.
    Mali, S. L., & Jacobs, R. L. (1998). HRD service-management model. Proceedings of the Academy of Human Resource Development, pp.642-647.
    Mansfield, R. S. (1996). Building competency models: Approaches for HR professionals. Human Resource Management, 35(1), pp.7-18.
    McClelland, D. C. (1973). Testing for competence rather than for ‘Intelligence’. American Psychologist, 28(1), pp.1-24.
    McLagan, P. A. (1980). Competency models. Training and Development Journal, 34(12), pp.22-26
    Meisinger, S. (2005). The Future of Human Resource Management: 64 Thought Leaders Explore the Critical HR Issues of Today and Tomorrow. D. Ulrich, & M. R. Losey (Eds.). Society for Human Resource Management.
    Mirable, R. (1997). Everything you wanted to know about competency modeling. Training and Development, 51(8), pp.73–77.
    Nahm, A.,Vonderembse,M.,Koufteros,X., (2004). The impact of organizational culture on time-based manufacturing and perfor-mance. Decision Sciences 35(4), pp.579–607.
    Nordhaung, O. (1993). Human Capital in Organizations: Competence, Training, and Learning. Norway: Scandinavian University Press.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), pp.41-50.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of The Service Quality. Journal of Retailing. 64(1). pp: 12-40.
    Parry, S. B. (1998). Just what is a competency?and why should you care?, Training, 35(6), pp.58-64.
    Raelin, J. A., & Cooledge, A. S. (1995). From generic to organic competencies. Human Resource Planning, 18(3), pp.24-34.
    Robbins, S. P. (2001). Organizational Behavior. NJ: Prentice Hall.
    Robbins, S. P., & Coulter, M. (2002). Management, Prentice Hall Inc.
    Sasser, W. E., Olsen, R. P., and D. D. Wyckoff (1978). Management of Service Operations: Text and Cases. Boston: Allan & Bacon.
    Scanlan, K. E. (2007). University HRM curriculum and HRM competencies: A comparative study. Unpublished Dissertation, Dissertation Abstracts International.
    Schein, E. H. (1992). Organizational Culture and Leadership. San Francisco: Jossey-Bass.
    Schoonover, S. C., Schoonover, H., Nemerov, D., & Ehly, C. (2000). Competency-based HR applications: Results of a comprehensive survey. Society for Human Resource Management.
    Shippmann, J. S., Ash, R. D., Battista, M., Carr, L., Eyde, L. D., Beryl, H., Kehoe, J., Pearlman, K., Prien, E., (2000). The practice of competency modeling. Personnel Psychology, 53(3), pp.703-740.
    Smircich, L. (1983). Concepts of culture and organizational analysis. Administrative Science Quarterly, 28, pp.339-359.
    Spencer, L. M., & Spencer, S. M. (1993). Competence at work: Models for superior performance. Wiley.
    Ulrich, D., & Brockbank, W. (2005). The HR value proposition. Harvard Business School Press.
    Ulrich, D., Brockbank, W., Johnson, D., Sandholtz, K., & Younge, J. (2008). HR competencies: Mastery at the intersection of people and business. Society for Human Resource Management.
    Ulrich, D., Brockbank, W., Yeung, A. K., & Lake, D. G. (1995). Human resource competencies: An empirical assessment. Human Resource Management, 34(4), pp.473-495.
    Wallach, E. J. (1983). Individuals and Organizations: The Cultural Match. Training and Development Journal, pp.29-36.
    Yeung, A. K. (1996). Competencies for HR professionals: An interview with Richard E. Boyatzis. Human Resource Management, 35(1), pp.119-132.
    Yeung, A. K., Woolcock, P., Sullivan, J. (1996). Identifying and developing HR competencies for the future. Human Resource Planning, 19( 4), pp.48-58.
    Zeithaml, V. A. (1987). Defining and relating price, perceived quality, and perceived value.

    網路資料
    主計處http://www.dgbas.gov.tw/mp.asp?mp=1
    金融監督管理委員會http://www.fsc.gov.tw/ch/
    財團法人保險事業發展中心網站http://www.tii.org.tw/index.asp
    Description: 碩士
    國立政治大學
    勞工研究所
    99262009
    101
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0099262009
    Data Type: thesis
    Appears in Collections:[勞工研究所] 學位論文

    Files in This Item:

    File SizeFormat
    200901.pdf1158KbAdobe PDF2385View/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