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標題: 電信客服人員職能冰山模式之探討
A Study of the Competency Iceberg Model of Telecom Call Centre Agents
作者: 林金賢
Chin-Shien Lin
Chieh-Sheng Lee
Hsiao-Han Fang
關鍵字: 職能;內隱特質;外顯能力;competency;implicit characteristics;explicit skills
Project: 台灣管理學刊, Volume 16, Issue 1, Page(s) 17-38

In the highly competitive telecom industry, providing satisfying customer service is one of the important competitive advantages. Though the issue about what kind of competency can make a good call center agent has been discussed quite a lot in the western literature, there have been quite few empirical results discussed in Taiwan. The primary focus of this article is to identify the competency of call centre agents first. Then, according to the iceberg model, competency is divided into implicit characteristics and explicit skill and knowledge. Path analysis is applied to discuss the relationships among implicit characteristics, explicit skill and knowledge, and performance. The empirical results show that explicit skill can affect performance directly, and play the full intermediate role on the relationship between implicit characteristics and performance. However, the explicit knowledge does not have significant effect on performance. These results can not only provide the concrete reference for the telecom industry in measuring the employee competence when recruiting people and doing job training, the mediating model can also provide important implications for both the academia and practice.
Appears in Collections:臺灣管理學刊 第16卷 第01期

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