1999專線客服人員職能內涵之研究

Abstract

本研究旨在瞭解1999專業客服人員之職能內涵。研究過程透過相關文獻探討與專家訪談發展問卷以建構職能之理論基礎和架構，經過專家審查後編製為研究問卷。問卷針對目前設置1999專線的臺北市、高雄市、臺北縣與苗栗縣之客服人員進行普查，共寄發144份問卷，回收有效問卷102份，回收率71%。本研究以描述性統計、T考驗、單因子變異數分析及Tukey事後比較法等方法進行資料分析，得到結論如下： 一、1999專線客服人員職能內涵三職能構面、十五項職能項目與六十五項行為描述；二、1999專線客服人員對職能內涵的認知以自我概念構面下之「職業道德」重要程度最高；三、1999專線客服人員對職能內涵的認知以個人特質構面下之「人際互動」及「耐心與細心」具備程度較低；四、1999客服人員對職能內涵重要程度的認知受性別、職級以及是否具其他客服經驗影響而有顯著差異；五、不同1999客服人員對職能內涵具備程度的認知受職級、年資以及是否具其他客服經驗影響而有顯著差異；六、1999客服人員對職能內涵重要程度與具備程度的認知大多達統計上顯著差異。The purpose of this study was to explore the competence for the 1999 citizen hotline CSRs. In this thesis, literatures review and expert interviews were applied to construct the theoretical foundation and framework of competence. The questionnaire was verified by the experts before submitting to the subjects. Among 144 questionnaires sent to Taipei City, Kaohsiung City, Taipei County and Miaoli County, a total 102 vaild questionnaires were collected. The return rate is 71%.All valid questionnaires were further analyzed with descriptive statistics, t-test, one-way ANOVA, and Tukey’s test comparison afterwards, this research finds results as follows: 1.The competence for the 1999 Citizen hotline CSRs includes 3 competence dimensions, 15 competencefactors, and 65 behavior descriptions.;2.The highest factors of competence importance level is ” work ethics” under the self-concept dimension.;3.The lower factors of competence possession level is “interpersonal relationship” and “patience and carefulness” under the personal trait dimension.;4.In 1999 citizen hotline CSRs’ views, personal background variables, such as gender, position and experience would influence the evaluation toward the competence possession level.;5.In 1999 citizen hotline CSRs’ views, personal background variables, such as position, job tenure and experience would influence the evaluation toward the competence possession level.;6.In 1999 citizen hotline CSRs’ views, most of the behavior descriptions have significant differences between importance level possession level.