淡江大學機構典藏:Item 987654321/111007
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    题名: 中華電信客網人員工作特性與服務品質認知關係 : 以心理契約、社會支持為調節變數
    其它题名: The relationships between job characteristics and perceived service quality for Chunghwa Telecom client network service personnel : psychological contract, social support as the moderating variables
    作者: 蕭炳輝;Hsiao, Ping-Hui
    贡献者: 淡江大學企業管理學系碩士在職專班
    黃曼琴;Huang, Man-Chin
    关键词: 工作特性;心理契約;社會支持;服務品質;Job characteristics;Service Quality;psychological contract;social support
    日期: 2016
    上传时间: 2017-08-24 23:41:35 (UTC+8)
    摘要: 本研究探討中華電信公司因應市場的競爭，中華電信公司面對客戶的第一線客網人員，除技術服務滿足客戶外，也能適時互動行銷推廣產品給客戶，因客網人員工作特性的調整對服務品質認知可能產生影響，及對客網人員個人心理契約的承諾強弱與社會支持下是否調節其工作特性影響應提供服務品質認知，並對客網人員背景變項是否在工作特性上具有差異做探討。
    本研究以中華電信台北營運處第一線客網人員為調查對象，以問卷調查方式蒐集樣本資料，共發出340 份問卷，有效問卷304 份，利用統計軟體SPSS分析問卷調查之數據，分析資料結果顯示：
    1.客網人員工作特性及其子構面的工作技能多樣性、工作完整性、工作重要性、工作自主性、工作回饋性，均會顯著正向影響其應提供對服務品質的認知。
    2.客網人員工作上的心理契約調節其工作特性並無顯著影響應提供客戶服務品質的認知。
    3.客網人員工作上感受的社會支持及其子構面的主管支持、同事支持調節其工作特性並無顯著影響應提供客戶服務品質的認知。
    This study examines the response of Chunghwa Telecom Co., Ltd. to market competition. Chunghwa Telecom Co., Ltd, customer-facing front-line client network service personnel. In addition to technical services to meet customers. But also interactive marketing to promote their products. Due to adjustments in client network service personnel, job characteristics may impact the perceived service quality. The client network service personnel uses social support and psychological contract as moderating variables to determine whether differences in the job characteristics impact perceived quality. And client network service personnel background variables whether the differences in the job characteristics do discussion.
    A survey was conducted at Chunghwa Telecom Taipei Branch Office. A total of 340 questionnaires were distributed, and 304 valid questionnaires were returned. Response data were statistically analyzed using SPSS software. The main findings are as follows:
    1. client network service personnel adjustment-job characteristics and sub-facets of skill variety, task identity, task significance, task autonomy, and task feedback-significantly positively impacts perceived service quality.
    2. client network service personnel with psychological contract does not moderate the relation between job characteristics and perceived service quality.
    3. client network service personnel with its social support and sub-facet of supervisor support and coworker support does not moderate the relation between job characteristics and perceived service quality.
    显示于类别:[企業管理學系暨研究所] 學位論文

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