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系統識別號 U0002-1406201210003100
中文論文名稱 論客戶謾罵行為對金融公司客服人員情緒耗竭及服務績效影響
英文論文名稱 The influence of customer aggression on emotional exhaustion and service performance among customer service representative of financial holding company.
校院名稱 淡江大學
系所名稱(中) 企業管理學系碩士在職專班
系所名稱(英) Department of Business Administration
學年度 100
學期 2
出版年 101
研究生中文姓名 郭譿萱
研究生英文姓名 Huei-Shiuan Kuo
學號 799610141
學位類別 碩士
語文別 中文
口試日期 2011-05-26
論文頁數 39頁
口試委員 指導教授-吳坤山
共同指導教授-羅惠瓊
委員-翁振益
委員-張敬珣
中文關鍵字 客服人員  客戶謾罵行為  情緒耗竭  服務績效  偏最小平方估計法 
英文關鍵字 Call-center employees  customers’ aggression behavior  emotional exhaustion  service performance  Partial Least Square 
學科別分類 學科別社會科學管理學
中文摘要 金融機構間競爭激烈,加上經濟不景氣等大環境因素影響,台灣金融業經營環境愈來愈艱困。要創造不同於其他同業的競爭優勢,加強客戶服務品質,在第一時間提供客戶期待甚至超越客戶期望的服務,更是客戶選擇是否要與企業往來的關鍵因素。
而站在第一線提供客戶優質服務及處理問題的客服人員大都承受極大的工作壓力,多數客服人員因無法調適所以離職率較高。客服人員職業倦怠的原因大多來自於客戶所給予的壓力,客服人員所接觸的客戶大多都是不滿意甚至是憤怒的,很多時候客戶為了逹到目的會對客服人員無理及無情的謾罵,對他們態度也大多是不友善及不尊重的,當客服人員因無法調適而對客服工作產生倦怠感後,對客戶的服務也開始失去熱誠,進而影響客服人員個人的服務績效。緣此,本研究將以金融服務業之客服人員為研究對象,針對客服人員所面臨的客戶謾罵行為所產生的情緒耗竭與服務績效之關聯性進行探討分析。本研究總計發放300份問卷,有效回收樣本數為254份,有效樣本回收率為85.7%。透過敘述性統計、信度分析、效度分析、及結構方程模型(Structural Equation Modeling, SEM)中之偏最小平方估計法(Partial Leat Square, PLS)進行分析,其主要研究結果如下:
  在金融機構的客服人員在接受客戶謾罵行為後,會顯著的造成客服人員的情緒耗竭,而客服人員產生情緒耗竭後更會明顯使服務績效下降,但是客服人員在接受客戶謾罵行為後並不會立即且直接的造成客服人員的服務績效下降;因此,客戶的謾罵行為並不是讓客服人員服務績效下降的主因,客服人員的服務績效優劣取決於客服人員的調節情緒的能力,一個擁有健康心理狀態的客服人員才可以提供客戶良好的服務。
英文摘要 Fierce competitions and the current downturned economic condition have made the business environment more and more difficult for Taiwanese financial industries. Creating sustainable competitive advantage and outperform competitors require companies to continuously improve service quality and to go beyond customer’s expectation, which are critical factors to build customer relationship.
However, call-center employees, who are responsible for providing outstanding service and for handling customer complaints, are under high pressures on a routine basis, and many of them leave the job because they fail to cope with these pressures. One of the important factors inducing call-center employees’ job burnout is customer. Most customers encountered by call-center employees are dissatisfied or even in fury, and they may express voice aggression behavior against call-center employees in an unfriendly and disrespectful manner. Call-center employees lose their enthusiasm to providing service because of the failure of stress coping, which lead to lower service performance. Based on the aforementioned background, this research investigated the influence of customer aggression on emotional exhaustion and service performance among customer service representative of financial holding company. Three hundred questionnaires were distributed and 254 usable samples were collected with a 85.7% utilizable rate. Except descriptive statistics, validity analysis, and reliability analysis, partial least square method was applied to examine the proposed research framework. After the empirical research, the major findings as follows:
The results indicated that customers’ voice aggression behaviors have a significant influence on call-center employees’ emotional exhaustion which leads to lower service performance. However, there is no direct effect between customers’ voice aggression behaviors and call-center employees’ service performance. These evidences suggest that emotional exhaustion plays a critical mediating role. Moreover, call-center employees’ emotional coping ability moderates the relationship.
論文目次 目錄
目錄 I
表目錄 III
圖目錄 IV
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 3
第二章 文獻探討 5
第一節 客服人員 5
第二節 謾罵行為 8
第三節 情緒耗竭 9
第四節 服務績效 10
第五節 研究變項間之關聯 12
第三章 研究方法 14
第一節 研究架構 14
第二節 研究假設 14
第三節 研究變項操作性定義與衡量 14
第四節 研究對象與範圍 17
第五節 統計分析 17
第四章 實證分析結果 19
第一節 前測分析 19
第二節 樣本結構分析 20
第三節 研究變項之因果關係 21
第五章 結論與建議 25
第一節 研究結論與發現 25
第二節 管理意涵 26
第三節 研究限制 28
第四節 後續研究建議 28
參考文獻 29
中文文獻 29
英文文獻 30
附錄一:前測問卷 36
附錄二:正式問卷 38

表目錄
表3-1 客戶謾罵行為之衡量題項 15
表3-2 情緒耗竭之衡量題項 15
表3-3 客服人員服務績效之衡量題項 16
表4-1 各構面之Cronbach's α值 19
表4-2 正式樣本特性 20
表4-3 研究構面之信效度表 22
表4-4 負荷量-跨負荷量矩陣 23
表4-5 相關係數矩陣 23
表4-6 研究模型路徑結果表 24
表5-1 研究假說彙整表 25

圖目錄

圖1-1 研究流程圖 4
圖3-1 本研究架構 14
圖4-1 本研究相關變數之因果關係路徑 24

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