服務業內部顧客技術準備度與工作滿意關係之研究

A Study of the Impact of Internal Customers' Technology Readiness on Their Job Satisfactions

10.6147/JHRM.2004.0402.04

關復勇(Fu-Yung Kuan)；鄭尹惠(Yin-Hui Cheng)

技術準備度 ； 跨界角色知覺 ； 工作滿意度 ； technology readiness index ； perceived boundary spanner role ； job satisfaction

人力資源管理學報

4卷2期（2004 / 06 / 01）

61 - 81

繁體中文

服務產業資訊技術的導入，一方面可以幫助員工更有效率為顧客提供服務，同時，亦可能減少了其與顧客互動的機會，此種矛盾結果顯然會對第一線服務人員本身的跨界角色知覺產生某種程度的衝擊。 本研究以國內50大金融機構之保險業務員及客服人員計221為研究對象，探究其「技術準備度(TRI)」與「工作滿意」間的關係模式，並檢視「跨界角色知覺」之中介歷程效果以及「個人屬性」之干擾效果。藉由「複迴歸分析」「典型相關分析」、「變異數分析」「集群分析」以及「區別分析」等多變量統計分析工具檢測研究假設。 最後，根據實証研究發現，並提出對當前服務業在經營方面之建議，其不僅應積極導入資訊技術，以提升競爭力，更應於導入過程中，就有關員工對資訊技術的反應，加以重視，從而提升其對工作之接受度、工作效率與服務品質，增進其工作滿意度。

The importation of technology, on one hand would increase efficiency of employee, and on the other hand may decrease the opportunity of contact with customer. The paradoxes such as this outcome would obviously assault the front line employee's consciousness of boundary spanning role. we would using the 50th banks' customer service representatives and insurance companies' agents in Taiwan as convenient samples from the investigation of the world magazine. The data has been processed with multivariate analysis and the result finds that the proprietors should not only actively import Information Technology to increase competitive advantages, but also pay much attention to the attitude of employee to promote acceptance with their job.

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