請用此 Handle URI 來引用此文件: http://hdl.handle.net/11455/21123
標題: The Study among Emotional Intelligence, Well-Being and Performance in Call Centers
客服人員的情緒智能、幸福感與績效之研究
作者: Hsieh, Hsin-Chieh
謝欣潔
關鍵字: emotional intelligence
情緒智能
well-being
call centers
幸福感
客服中心
出版社: 企業管理學系所
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摘要: At present the industry pay attention to employee's ability of management emotional intelligence so how to select good emotional intelligence employees is the important issue that companies need to concern. Nowadays, although many companies have relied on interview to select new employees, there are still no specific open-ended interview questions to examine applicants'' emotional intelligence. With the competition in the service industry is fiercer and fiercer, many companies have set up customer service department or outsourced call center to enhance their capability of customer relationship management. Huge stress of call center employees cause high turnover is the problem in the industry. Hence, there are two parts of the study; the first part is designed to examine the open-ended interview questions of emotional intelligence whether we can understand the applicants' emotional intelligence. The purpose of this study is to explore the mediating effect of well-being on the relationship between emotional intelligence and performance, trying to understand how the call center employees through the emotion regulation mechanism to change their well-being, thereby affecting the performance. The questionnaires and interview questions is conducted in this study. The first part is to invite 44 students to fill out questionnaires and interview questions. Then business managers grade the interview questions. The second part is to survey two call center employees by interview questions and questionnaires and to understand relationship among emotional intelligence, well-being and performance. The results show interview questions of emotional intelligence is positive relationship with questionnaires and the interview questions has the better validity and reliability. The emotional intelligence positively influences well-being and performance. Job satisfaction in well-being has a significant positive impact on job performance. In lastly, emotional intelligence positively influences performance through job satisfaction in well-being. As a result, this research suggested that when companies have to select high emotional intelligence employees , they can use interview questions to measure emotional intelligence. This study also suggested that call centers emphasize on emotional intelligence and well-being of employees, in order to understand whether they can adapt for huge stress in a call center industry and meet performance. The results of this study can be used in call centers human resources management practices
目前業界相當重視員工的情緒管理能力,如何甄選良好情緒智能的新進人員是企業必須關注的議題。當前,許多企業雖多半以面談方式進行新進人員的甄選,但實務界尚未系統性的發展與情緒智能相關的專屬面談題項,此外,對於業界現在所普遍使用的情緒智能面談題項與面談方式亦缺乏信效度的驗證。再者,隨著服務產業的競爭日趨激烈,許多企業紛紛開始以內置客服部門或委外客服中心的方式來加強與顧客的關係管理,但客服人員壓力大而造成人員流動率高是該產業所面臨的難題。故本研究分成兩個階段:第一階段為開放式情緒智能面談題項之驗證,了解是否可透過面談題項真實測得個人的情緒智能程度;第二階段則以幸福感為中介變項,探討情緒智能對績效之影響,了解客服人員的情緒智能、幸福感 (工作滿意度、生活滿意度、離職傾向、生理及心理健康) 與績效間之關係。 本研究採問卷調查法及面談題項之施測,第一階段邀請44位大學生進行情緒智能面談題項及量表的測量,並將面談題項交由實務人士進行評分,進而分析面談題項及量表之相關性;第二階段則以89位兩家公司的客服人員作為研究對象,透過面談題項及量表測量客服人員的情緒智能,並進一步探討情緒智能、幸福感與績效之關係。研究結果發現:(一) 情緒智能面談題項與量表具有顯著的正向關係,及面談題項具有良好的信效度,可做為衡量情緒智能之工具。(二) 客服人員的情緒智能對幸福感及工作績效有顯著正向影響,幸福感中的工作滿意度對工作績效有顯著正向影響,而情緒智能則會透過幸福感中的工作滿意度之中介效果影響工作績效。 根據上述之研究結果,本研究建議,企業在進行甄選高情緒智能者時,可以採用開放式情緒智能面談題項作為其甄選工具,再者,建議客服中心在甄選新進人員時,應注重員工的情緒智能及幸福感,以了解其在工作壓力大的環境中,是否能適應良好並提升工作績效,以做為客服中心在人力資源管理實務上的參考依據。
URI: http://hdl.handle.net/11455/21123
其他識別: U0005-0707201116074900
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